Quick answers to the most common questions from merchants.
Why are my customers not moving to the next tier?
Check the following in order:
- Is the program active? The Activate button should not be visible if it is on.
- Is a start date set? If the date field shows an error or is empty, no tier calculation runs.
- Is at least one entry method selected? You will see a red error if nothing is checked under Tiers calculation.
- Has the upgrade delay period passed? If you are using Amount spent or Orders with a delay, such as +14 days after fulfillment, customers will not move until that window closes.
- Run Recalculate from the Status check section and check if counts update.
What is the difference between “downgrade to base tier,” “eligible tier,” and “previous tier”?
All three affect where a customer lands when they fail to re-qualify. The difference is:
- Base tier: Always drops to Bronze, regardless of what they still qualify for. Most strict.
- Eligible tier: Drops to the highest tier they still currently qualify for. A Gold customer with Silver-level spend drops to Silver.
- Previous tier: Drops exactly one level down. A Gold customer always goes to Silver. A Silver customer always goes to Bronze. Predictable and simple to communicate to customers.
Will my customers be notified when I run a recalculation?
No. Bulk recalculations do not trigger any email or push notifications, even if a customer's tier changes during the process.
Notifications are only sent for real-time individual tier events, when a customer qualifies for a new tier through their own activity, such as placing an order or earning points. You can manage which notifications are active under Notifications → VIP tier in Flits.
What is the VIP tier preview section? Is it live?
The VIP tier preview at the bottom of the settings page is for representation purposes only. It shows a visual mockup of how your tier cards will appear based on the names, milestones, and benefits you have configured.
It does not assign customers to tiers, issue any rewards, or affect any backend data. It is purely a visual reference for merchants reviewing their setup.
Do custom perks get re-issued when a customer re-enters a tier?
No. Custom perks, such as “Early access to sales” or “Free birthday gift,” are never re-issued automatically, regardless of the re-evaluation setting you have selected.
Custom perks are informational only. They are displayed to customers as part of the tier benefits list on the reward page and account page, but Flits does not fulfil them. You as the merchant are responsible for delivering any custom perk outside of the app.
Why is my program start date showing an error?
The program start date must fall between the earliest valid date and today's date. Flits determines the earliest valid start date as the first date of the current year or your Flits installation date - whichever is earlier.
The following will be rejected:
- A date before the earliest valid date - Flits does not have activity data from before your installation, and dates prior to the start of the current year are not supported.
- A future date - the program cannot start at a point in the future.
If you recently reinstalled Flits, the earliest valid start date is the most recent installation date, not the original one.