Skip to main content
Customers VIP tiers can be adjusted individually or in bulk using a CSV import. The behavior - such as email notifications and entry rewards - depends on which adjustment method you use.
Feature availability: VIP is available on Growth, Plus, and Enterprise plans.

​
Adjust VIP tier for a single customer

Important: Customers can only be moved into a higher tier. It is not possible to manually downgrade a customer to a lower tier.
To manually adjust a single customer’s VIP tier:
  1. In Smile Admin, navigate to Customers.
  2. Search for the customer you want to adjust.
  3. Select the customer.
  4. In the VIP card, click Change tier.
  5. Select the new VIP tier.
  6. (Optional) Enter internal notes in the Reason for change field.
  7. Click Change tier.

​
What happens when you adjust a single customer’s tier

After manually adjusting a single customer’s VIP tier, they:
  • Will receive any entry rewards associated with that tier.
  • Will receive an email notification, if VIP emails are enabled.
  • Will see their updated tier in the Smile Panel when logged in.

​
Adjust VIP tiers for multiple customers

Important: Importing VIP tiers will only adjust the tiers of existing customers moving into a higher tier. It will not create new customers.
To adjust VIP tiers in bulk:
  1. In Smile Admin, navigate to Customers.
  2. Click the Adjust customers button.
  3. Select Adjust VIP tiers.
  4. Upload a completed CSV file containing customer emails and their new tiers.
  5. Click Import tiers.
Note: VIP tier names in your CSV must exactly match the tier names in your Smile settings. The text is case-sensitive.

​
What happens when you adjust tiers via CSV import

When adjusting multiple VIP tiers using a CSV upload, customers:
  • Will not receive any entry rewards for their new tier.
  • Will not receive a tier change email notification.
  • Will see their updated tier in the Smile Panel when logged in.
Note: If your VIP program has never been launched, changes made via import won’t take effect until the program is activated.

​
How manual tier changes work

Manually assigning a VIP tier sets a minimum tier for the customer. They can still move up to a higher tier through their activity, but won’t drop below their manually assigned tier while the assignment is active. How long the assignment lasts depends on your VIP program’s milestone period:
  • One calendar year: The assigned tier lasts until the end of the following calendar year. After that, the customer’s tier is based on their activity.
  • Lifetime: The assigned tier doesn’t expire.
If you delete a VIP tier, customers manually assigned to that tier lose their assignment. Their VIP tier is then based on their activity.