Understand how rewards behave when customers are re-evaluated, skip tiers, or are downgraded and why custom perks are always treated differently.

Rewards available after re-evaluation/ tier re-entry

This setting controls what rewards are issued when a customer re-enters a tier (for example, after being downgraded and then re-qualifying, or after a rolling-year reset).

Allow all rewards

Every reward configured for that tier is issued again when the customer re-enters the tier, even if they have already claimed those rewards before.

Use this if you want customers to receive the full reward pack every time they earn the tier again.

Allow only unclaimed rewards

Only rewards the customer has not yet used are issued again when they re-enter the tier. Rewards they already claimed are not repeated.

Use this if you want re-entries to restore missed benefits, but avoid giving the same reward multiple times.

Skip rewards on re-entry / renewal

No rewards are issued when a customer re-enters a tier. This applies both on downgrade-then-upgrade cycles and on annual renewal.

Use this if you only want rewards issued on the very first time a customer reaches a tier.

Custom perks - always excluded: Custom benefit text (such as “Early access to sales” or “Birthday gift”) is never auto-issued by either setting. These perks are informational only and must be handled manually by the merchant.

What happens when a customer skips a tier

When a customer jumps over an intermediate tier (for example, from Bronze straight to Gold), you can control which tier rewards they receive.

Highest tier reward only

When a customer skips one or more tiers, only the reward for the highest tier they enter is issued.

Example: A customer moves from Bronze directly to Gold - only the Gold rewards are issued. Silver rewards are not issued.

All skipped tier rewards

When a customer skips one or more tiers, they receive rewards for every tier they crossed on the way up.

Example: A customer moves from Bronze directly to Gold - both Silver and Gold rewards are issued.

Downgrade options - three choices

When a customer fails re-evaluation, you can choose how far they should drop. These rules apply at the time of downgrade.

To base tier

The customer is downgraded straight back to the base tier (for example, Bronze), regardless of whether they still qualify for any middle tiers.

Example:

A Gold customer who fails re-evaluation drops directly to Bronze, even if they still meet the Silver requirement.

To eligible tier

The customer is downgraded to the highest tier they still qualify for, based on your tier rules at re-evaluation.

Example:

A Gold customer whose spend matches the Silver requirement drops to Silver, not all the way to Bronze.

To previous tier

The customer moves down exactly one tier from their current tier, even if they qualify for a lower tier.

Example:

Gold who fails drops to Silver; if Silver later fails, they drop to Bronze.

Carry-over of rewards when upgrading and downgrading

When a customer upgrades from one tier to another, any unclaimed rewards from their previous tier remain available - they are not lost.

On downgrade, the customer only receives and can access rewards for their new (lower) tier going forward. Previously issued rewards that are already in their account follow the rules of your re-evaluation and expiry settings.

Need help with setup or customization?

If you have any doubts, need customization, or want help setting up your VIP program, reach out to us at support@getflits.com.