Manual tier adjustment allows you to override the automatic VIP tier assignment for a specific customer directly from their profile in Flits.

This is useful when you need to upgrade a customer to a higher tier as a one-time exception, or exclude them from future automatic re-evaluations entirely.

Note: Only tier upgrades are supported in this flow. A customer's tier cannot be downgraded manually.

1. How to manually upgrade a customer's tier

Step 1

Open the Update tier modal

From the Flits Customers list, click the customer to open their profile. Scroll to the VIP tier section in the right panel and click Update tier.

Step 2

Fill in the Change customer's VIP tier modal

A modal titled Change customer's VIP tier appears with the following fields:

  • New VIP tier: Select the tier you want to upgrade the customer to. All available VIP tiers are listed in the dropdown.
    Only upgrades are supported. You cannot assign a tier lower than the customer's current tier in this flow.
  • Reason for change (optional): Add an internal note explaining why the tier is being changed. This note is visible only to the store manager and staff in the admin, and is not shown to the customer.
  • Exclude this customer from re-evaluation of tiers (checkbox): Check this option if you want the manual tier assignment to persist through future automatic re-evaluations. If left unchecked, the customer's tier may change automatically as per your re-evaluation settings.

Step 3

Confirm the change

Click Update tier to apply the change. The customer will be moved to the selected tier immediately.

The activity log will record:
“Admin manually updated customer to [tier name]”.

2. Excluding a customer from tier re-evaluation

The Exclude this customer from re-evaluation of tiers checkbox is available inside the Update tier modal.

When the checkbox is checked

  • The customer's manually assigned tier will not be affected by future automatic re-evaluations or global recalculations.
  • The manual tier assignment is preserved until it is changed again by an admin.

When the checkbox is left unchecked

  • The customer remains part of the automatic re-evaluation cycle.
  • Their tier may change based on your re-evaluation settings after a global recalculation is run.

Important: Running a global Recalculate after a manual adjustment may override the manual tier if the exclusion checkbox was not checked. If the manual assignment needs to persist permanently, always check Exclude this customer from re-evaluation of tiers when updating the tier.

3. Things to keep in mind

  • Only tier upgrades are supported - a customer's tier cannot be downgraded through this flow.
  • The reason for change is internal only - customers do not see this note.
  • Manual adjustments without the exclusion checkbox may be overridden by global recalculations.
  • The exclusion option only prevents re-evaluation - the customer continues to earn points normally.

Need help with manual VIP adjustments?

For assistance or additional information on the VIP program, our team is available at  support@getflits.com .