What are best practices for setting up tiers and rewards?

We’ve created a detailed Loyalty Best Practices guide here with setup tips, case studies, and proven strategies to help you optimize your loyalty program.

How does removing a reward from a tier affect existing subscribers who already have that reward?

When you remove a reward from a tier, existing subscribers who already earned that reward will keep it in their upcoming orders.

Tier syncs update which rewards are available going forward and which subscribers qualify for them, but they don't retroactively remove rewards already applied to individual subscriptions.

If you need to remove already-applied rewards from existing subscriptions, you'll need to run a bulk operation. Skio automatically triggers tier syncs when needed (when you hit save on changes), but these syncs don't affect rewards already queued for customers.

Can I offer exclusive content to higher-tier customers?

Yes! Skio Loyalty supports exclusive content by tier. Learn how to set this up in our Tier-based Content guide here.

How do non-subscribers add their birthday if they don’t have an account?

They can enter their birthday in the Profile section of the customer portal, even without a subscription.

How far in advance does a customer need to enter their birthday to receive a reward?

Birthdays are evaluated once per day. If a customer enters their birthday on the same day it occurs, there’s a chance it may be missed. To ensure they’re rewarded, we recommend entering the date at least one day in advance.

How do you prevent customers from abusing the birthday reward?

Each customer can only receive the birthday reward once per year, ensuring the reward can't be claimed multiple times.

How does reward timing work for tier-based rewards?

You can configure tier rewards based on when a customer reaches or progresses within a tier:

Upon entering a tier: Triggers once, immediately after a customer qualifies.
On every order after joining a tier: Begins with the next order after entry (e.g., if the customer qualifies on order 2, the reward applies to order 3+).
On a specific order within the tier: Set a specific order number within the tier (e.g., apply a reward on the second order after joining Gold).

Can I set up tiered redemptions in Loyalty (e.g., different credit or product values for different point levels)?

Not at this time. Skio currently supports a straightforward point-to-credit conversion system.

What happens to a customer's rewards if I edit a tier or they get downgraded?

It depends on the type of reward:

One-time rewards that have already been applied will not be removed. If a customer earned a one-time reward (like a free gift on their next order) and it's already been applied to their subscription, it stays even if you remove that reward from the tier or the customer gets downgraded.
Ongoing rewards like recurring percentage discounts, free shipping, or free products are removed from the customer's subscription if the reward is deleted from the tier configuration or the customer drops to a lower tier.
Queued rewards that haven't been applied yet are canceled when a customer's tier changes or the reward is removed from the configuration.