How do I reset or adjust a customer’s tier manually?

Introduction

Roadmap Loyalty updates customer tiers automatically based on your progression rules (spend, points, or orders). But as an admin, you may want to manually adjust a customer’s tier — for example:

• Granting VIP status as a special perk.
• Fixing a mistake or data sync issue.
• Demoting wholesale or ineligible customers.

Step 1: Open the Customer Profile

1. In Shopify Admin, go to Apps → Roadmap → Loyalty.
2. Search for the customer by name, email, or Shopify ID.
3. Open their profile.

Step 2: Adjust Tier

• Locate the Tier Status section in the profile.
• Choose from the available tiers (e.g. Bronze, Silver, Gold).
• Select:
  • Upgrade → Move the customer to a higher tier immediately.
  • Downgrade → Move them down to a lower tier.
  • Reset → Return them to the base tier (e.g. Bronze).

👉 The change applies instantly to their account.

Step 3: Save and Confirm

• Click Save Changes.
• The customer’s account will reflect their new tier in the Loyalty dashboard and storefront widgets.

Step 4: (Optional) Notify the Customer

• If connected to Klaviyo, you can trigger a notification flow when tiers change.
• Example: “Congrats! You’ve been upgraded to Gold — enjoy exclusive perks.”

Best Practices

• ✅ Use manual upgrades sparingly (e.g. VIP gifts, influencer partnerships).
• ✅ Use manual resets to correct errors, not as a regular process.
• ✅ Notify customers when they’re upgraded (this increases engagement).
• ✅ Document manual changes if you’re managing multiple admins.

Common Questions

• Will manual tier changes affect progression tracking?
  • Yes — once adjusted, the customer’s tier is locked until they qualify for another tier based on your rules.
• Can I bulk-edit customer tiers?
  • Yes — bulk actions are possible by uploading a CSV or using customer tags synced from Shopify.
• Can I give someone a temporary tier upgrade?
  • Yes — but you’ll need to manually reset them later if they don’t re-qualify.
• Will customers lose points if I downgrade them?
  • No — point balances are separate from tier status.

Summary

To manually adjust a customer’s tier in Roadmap:

1. Open their profile in Roadmap → Loyalty.
2. Update the Tier Status (upgrade, downgrade, or reset).
3. Save changes and confirm.
4. Optionally, notify the customer via Klaviyo.

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