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Nudge customers who are close to the next tier

A customer who is nearly at the next tier is the easiest customer to bring back. Charm can send them a nudge — as its own email, or as a Shopify Flow trigger you route to SMS or your marketing tool.

Steps

Section titled “Steps”
  1. Go to Emails and open Approaching next tier (in the VIP tiers group).
  2. Turn it on. It ships switched off.
  3. Under Delivery settings, set Send when this % is left to the next tier. The default is 10%, and you can pick 1 to 50.
  4. Edit the subject, heading, body and button text per language, then Save.

The email quotes what’s left and the next tier’s name in the customer’s language (amounts in your store currency), e.g. “You’re only 400 points away from Gold”. Tier names come from the translations you set on each tier (see rename a tier).

When it fires

Section titled “When it fires”
  • when what’s left to the next tier drops to the percentage you set: at 10%, a customer who needs 500 points for the next tier gets the email at 450;
  • once per tier. The marker resets whenever the customer’s tier changes, so the same customer can be nudged again on the next rung;
  • only on tiers that qualify by points or spend. Ladders that qualify by orders, referrals or a customer tag are skipped;
  • during normal tier evaluation (earning, redeeming, opening the Loyalty Hub), so there’s no nightly job and no delay;
  • not while you’ve set the customer’s tier by hand: a manual override pins the tier, and Charm doesn’t evaluate it until you remove the override.

If a send fails, Charm tries again the next time it evaluates the customer’s tier, so a delivery hiccup doesn’t cost them the nudge for that tier.

Send it somewhere else instead

Section titled “Send it somewhere else instead”

The same moment fires the VIP tier approaching Shopify Flow trigger, which carries the next tier’s name, ID and handle, the remaining gap as ready-to-send text, and the current tier ID — enough to build an SMS or a push without touching Charm’s own email. With Klaviyo connected it also lands as the Charm VIP Tier Approaching metric.

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