Introduction
As a business owner, fostering strong relationships with your customers is essential. By implementing this program, you can ensure that your most loyal customers receive the recognition they deserve, foster deeper interactions, and provide an unparalleled shopping experience. It's a win-win for both you and your customers.
📝 Note: This feature is only available on our Growth plan and above.
VIP Program Overview
The VIP Program is based on a tiered system. By default, it includes:
Bronze
Silver
Gold
Each tier offers increasing rewards as customers move up. You can fully customize:
Tier names
Requirements to reach each tier
Rewards and benefits
Visual appearance to match your brand
All customers start in the base (first) tier and unlock more benefits as they progress.
VIP Program Status
Use the toggle at the top of the page to enable or disable the VIP Program.
Enabled: Customers can view tiers and progress
Disabled: Program is hidden, and progression stops. All historical data is retained in the system.
📝 Note: When you update VIP Program Settings, your customers' tiers will be automatically recalculated. During this time, the VIP Program will be temporarily disabled.
VIP Tiers
VIP tiers represent the levels customers can achieve.
Up to 20 tiers supported
At least one tier is required
Fully customizable via Edit
Important Guidelines:
Without a goal of 0 for the first (base) tier, customers may see “–” instead of a tier
Best practice:
Create a 0-goal tier without rewards if you don’t want to offer entry-level benefits but still want customers to see their status.
Program Start Date
Defines when customer activity begins counting toward VIP progression.
Only actions after this date will be included in tier calculations
Applies to points earned, amount spent, or number of orders (based on your entry method)
⚠️ Important: Historical Data (Before App Installation)
If you want VIP tiers to reflect customer activity before installing TrustWILL Loyalty, simply setting an earlier Program Start Date is not sufficient. To include past activity, we recommend using Reward Past Orders feature.
The Reward Past Orders feature syncs previous order data from Shopify into the loyalty program. Once the import is complete, the system will:
Calculate each customer’s total spend or points earned
Automatically assign the appropriate VIP tier based on your settings
⚙️ Setup Considerations
Optional: Prevent points from being issued for past orders
Disable the “Place an Order” reward before running past orders rewardOrder quota usage
Importing historical orders will consume your order usage quota, so ensure you have sufficient quota to cover all past orders. If needed, consider upgrading to an annual plan or contacting support for assistance.Importing VIP tiers from another program
If you are migrating from another loyalty program, first ensure that the same VIP tier rules are configured in TrustWILL Loyalty system. Then, share your customer data file with our live chat support and confirm whether you would like to issue VIP benefits during the import. Our team will assist you with the process.
💡 Summary
Program Start Date → Controls when new activity starts counting
Reward Past Orders → Required to include historical data and assign accurate VIP tiers
Entry Method
It allows you to define the criteria for how customers advance through VIP tiers.
Points earned – Based on the cumulative points they have earned
Amount spent – Based on the total amount spent by your customers
Number of orders placed – Based on the total number of orders they've made
Milestone (Progress Duration)
Specifies the duration within which customers must achieve a VIP Tier.
A lifetime – No time limit
A calendar year – Runs from January 1 to December 31, and while customers keep their current tier, if they don’t reach the next level, their progress toward that tier resets to 0 at the start of the new year.
Reward Distribution Method
When customers skip tiers:
Highest tier only → Receive rewards for the final tier reached
All tiers → Receive rewards for all skipped tiers
Reward-Granting Mechanism
Rewards are granted once per tier entry
Re-entering a tier will not trigger rewards again
Where Customers Can View VIP Information
Customers can view their rewards in the following four places:
Loyalty Widget
VIP Tiers (Loyalty Page)
Loyalty Status
Loyalty Hub
Common Questions
Coupons & Rewards
1. Is coupon usage limited to one time?
Yes. Coupons are one-time use by default.
2. How do I set a coupon validity period (e.g., 6 months)?
You can configure this in your VIP coupon settings by navigating to Program > VIP > Edit for the desired tier, then under Rewards to Unlock, set the Reward Expiration to the desired duration.
3. Do customers lose unused coupons when they upgrade tiers?
No. Unused coupons remain available until they are used or expire.
4. Can customers use rewards from multiple tiers?
Yes. Customers can use rewards across tiers as long as:
The rewards were previously earned
They are still valid
5. If a customer upgrades tiers, can they still use previous rewards?
Yes. Rewards from lower tiers remain usable if they are:
Not expired
Not used
VIP Tiers & Progression
6. What does “calendar year” mean in the VIP program?
A calendar year runs from January 1 to December 31. Customers have the full year to reach tiers.
7. Can customers upgrade to higher tiers within the same year?
Yes. Customers can move up multiple tiers within the same year.
Example:
Bronze → Silver → Gold
They receive new benefits immediately upon qualifying.
8. When do VIP benefits start and how long do they last?
Start immediately when a tier is reached
Last for the rest of the year and into the next calendar year
This ensures customers who qualify late in the year still enjoy their benefits.
9. Does VIP tier qualification reset every year?
Yes, if using Calendar Year milestones.
Customers must re-qualify each year
Tiers are recalculated based on yearly activity
10. Can customers keep their tier for a full year after reaching it?
Yes. Once a customer reaches a tier:
They keep it for the rest of the year
Typically into the following year, depending on setup
11. How many tiers should I create?
We recommend 2–4 tiers for optimal engagement and simplicity.
12. Why is my customer showing “–” instead of a tier?
This happens when there is no tier with a goal of 0.
Make sure your base tier starts at 0 so all customers have a visible status.