Managing Member Enrollments
Enrollments connect your customers to your membership tiers. Whether you’re adding a single member manually, setting up automatic enrollment for new customers, or migrating thousands of members via CSV, Rivo gives you the tools to manage it all from one place.
If you do not see membership settings in your admin, memberships may not be enabled for your account. Contact Rivo support or your account manager for help.
How Enrollments Work
Each customer can be enrolled in one membership tier at a time. When a customer is enrolled:
They receive the benefits associated with that tier
Their membership status is visible on their customer profile
Shopify tags are applied automatically so you can use them in segments, flows, and discounts
Their signup/join communication follows your membership email notification setup when applicable
If a customer is already enrolled in a tier and you move them to a different one, their previous enrollment ends automatically and the new one begins.
Enrollment Methods
There are several ways to enroll customers into membership tiers:
1. Customer Self-Enrollment (Storefront)
Customers can sign up for membership tiers directly from your storefront membership page. Recurring paid tiers create a subscription through Shopify Payments, while one-time paid tiers are purchased through checkout without recurring billing. For free tiers, customers can join with a single click.
2. Manual Enrollment (Admin)
You can manually place any customer into a membership tier from their customer profile in your Rivo admin. This is useful for:
Giving complimentary access to a paid tier
Moving a customer to a different tier
Re-enrolling a customer after a cancellation
How to Manually Enroll a Customer
Go to Customers and select the customer you want to enroll
In the Membership card on the right side, click Actions
Select Change Tier
Choose the tier you want to move the customer to
Select the enrollment duration:
Optionally add an Internal note — This is for your team only and won’t be visible to the customer
Click Update
The customer is moved to the selected tier immediately. Manual placement updates their membership status and tags, but it does not create a billing subscription.
3. Automatic Enrollment (Default Tier)
You can configure Rivo to automatically enroll new customers into a free membership tier. This is a great way to give every customer a baseline membership experience without requiring them to sign up.
Setting Up Auto-Enrollment
Go to Memberships in the main navigation
Scroll down to Program Settings
Find Default Tier Enrollment and click Edit
Select a free tier from the Default Tier dropdown
Choose when enrollment should happen:
Click Save
To disable auto-enrollment, set the Default Tier dropdown to None (disabled).
Important : Auto-enrollment only works with free tiers. Paid tiers cannot be selected as default enrollment tiers. Customers can join paid tiers through your storefront checkout, or your team can manually place a customer on a paid tier without creating a billing subscription.
4. Free Tier Enrollment (Storefront Widget)
If you have a free membership tier enabled, customers can join it directly from the loyalty widget on your storefront. This gives customers an easy way to opt into your membership program without navigating to a separate page.
5. CSV Import (Bulk Enrollment)
For migrating members from another platform or making bulk enrollment changes, you can import enrollments via CSV file.
How to Import Enrollments via CSV
Go to Settings in the main navigation
Select CSV Imports
Choose Membership Tier Enrollments from the Data Type dropdown
Download the template to see the expected format
Upload your CSV file
CSV Format
Required columns (one of the following to identify the customer):
email— Customer’s email addresscustomer_id— Shopify customer ID
Required column :
membership_tier_name— The exact name of the membership tier to enroll the customer in (must match a tier name in your account)
Optional columns :
started_at— When the enrollment started (defaults to current date/time if not provided)ended_at— When the enrollment ended (leave blank for active enrollments)internal_note— A note visible only to your teamexternal_note— A note that may be visible to the customersource— How the enrollment originatedqueued_for_cancellation_at— Date when the enrollment is scheduled to cancelended_reason— Why the enrollment endedcancellation_note— Note about the cancellation
If source is blank or not recognized, Rivo treats the imported enrollment as a manual placement. CSV imports also end the customer’s previous active enrollment and sync their membership tags to the new tier.
Processing time varies based on the size of your file:
Under 100 rows: a few seconds
100–1,000 rows: a few minutes
1,000–10,000 rows: up to 20 minutes
10,000–100,000 rows: up to an hour
Over 100,000 rows: a few hours
File size limit : Membership enrollment CSV files must be under 50 MB. If the file is larger than 50 MB, the upload may fail before the import starts. In that case, no import record is created, and the file will not appear in the CSV Import Progress section.
If your CSV is larger than 50 MB, split it into smaller CSV files and upload each file separately.
You can track the progress of your import from the CSV Import Progress section on the same page.
Viewing Enrollment Status
On the Customer Profile
When a customer has a membership enrollment, you’ll see a Membership card on their customer profile showing:
Current tier name — Which tier they’re enrolled in
Status badge — One of:
Active
Queued for cancellation
Paused
Failed Payment
Inactive
Enrollment details — How and when the customer was enrolled (e.g., “Manually placed on membership tier on January 10, 2026”)
Billing information — For paid tiers, the next billing date or payment failure details
Enrollment History
To view a customer’s full enrollment history:
Go to Customers and select the customer
In the Membership card, click Actions
Select View History
The history shows all tier changes including:
Which tier the customer was enrolled in
Cancellation events
Recurring payment attempts
When each enrollment started and ended
Available Actions
From the Actions menu on the Membership card, you can:
Update Payment — Send the customer a link to update their payment method (paid tiers)
Subscription Details — View the underlying subscription information (paid tiers)
View History — See the full enrollment history
Change Tier — Move the customer to a different tier
Pause Membership — Temporarily pause billing for paid memberships with a subscription contract when pause is enabled for the tier
Resume Membership — Reactivate a paused membership
Cancel Membership — End the membership
Undo Pending Cancellation — Reverse a scheduled cancellation before it takes effect
Enrollment Sources
Enrollments are tracked by how they were created:
Paid — The customer subscribed through your storefront and is billed on a recurring basis
Manual — You or someone on your team placed the customer on the tier from the admin
Default placement — The customer was automatically enrolled via your default tier enrollment setting
Free tier placement — The customer joined a free tier from the storefront widget
Understanding the source helps you distinguish between customers who are paying subscribers versus those who were placed on a tier by your team.
Tips and Best Practices
Start with a free default tier — Auto-enrolling all new customers into a free tier ensures everyone has a membership from day one, making it easy to upsell to paid tiers later
Use internal notes — When manually placing customers on tiers, add a note explaining why. This helps your team understand the context later (e.g., “Comp’d for being early adopter” or “Migration from old loyalty program”)
Use CSV import for migrations — When switching from another membership or subscription platform, the CSV import is the fastest way to bring all your existing members over at once
Check enrollment history — Before making changes to a customer’s tier, review their history to understand their membership journey
FAQ
Q: Can I enroll a customer in multiple tiers at the same time?
No, each customer can only be enrolled in one membership tier at a time. If you move them to a new tier, their previous enrollment ends automatically.
Q: What happens when I manually place a customer on a paid tier?
The customer is placed on the tier immediately, and their membership status and tags are updated. However, this does not create a billing subscription — they won’t be charged. Use manual placement for complimentary access or temporary promotions.
Q: Will the customer be notified when I change their tier?
Manual tier changes from admin update the customer’s tier immediately. They do not create a billing subscription, and they are not treated the same as a customer joining through storefront checkout.
Q: Can I set an end date for a manual enrollment?
Yes, when manually changing a customer’s tier, you can select “Place until” and choose a specific end date. The enrollment will automatically end on that date.
Q: What happens to benefits when an enrollment ends?
When an enrollment ends, the customer’s membership status and Shopify tags are updated accordingly. Discounts and segments based on active membership or membership tags may no longer apply once the customer no longer matches those conditions.
Q: Can I re-enroll a customer after they cancel?
Yes, you can manually place a customer back on any tier at any time using the Change Tier action on their customer profile.
Q: How does auto-enrollment work with existing customers?
Auto-enrollment only applies to new customers going forward. It does not retroactively enroll existing customers. To enroll existing customers in bulk, use the CSV import feature.
Q: What’s the difference between “Customer Creation” and “Account Activated” for auto-enrollment timing?
Customer Creation enrolls the customer as soon as their customer record is created in Shopify — this happens when they place their first order, create an account, or are imported. Account Activated waits until the customer clicks the activation link in their Shopify welcome email and sets up their password. Choose “Account Activated” if you want to ensure the customer has an active account before enrolling them.