When entry rewards and email notifications are sent for tiers

As a rule, we will only issue tier rewards when a customer's VIP tier is increasing (relative to their current tier). We do not issue rewards when a customer retains their current tier, or drops to a lower tier. In contrast, we will always send notifications when a customer's tier or tier expiry changes (regardless of whether they're moving up, down, or retaining their existing tier).

The only exceptions to these rule are mass tier imports (CSV), and initial tier calculations (when a program is enabled). Neither of these actions will result in tier rewards being issued, or notifications being sent.

 This feature is only available on our Enterprise plan. 


When rewards are issued and when are email notifications sent

Scenario Issue rewards Send notification
Mass tier import (CSV) 🚫 🚫
Initial tier calculation on program enablement 🚫 🚫
Initial tier calculation on subsequent program enablements 🚫 🚫
Customer manually placed into a higher tier
Customer achieves a higher tier
Customer retains their existing tier 🚫 🚫
Customer drops into a lower tier 🚫
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