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Customer Support Training Video

Understand how to answer the most common customer support questions as it pertains to you loyalty program

Jeff Haga avatar
Written by Jeff Haga
Updated over 3 weeks ago

This comprehensive guide will walk you through all the customer support features available in Rivo's loyalty platform. Use this as your go-to resource for helping customers with their loyalty program questions and issues.


Customer Support Overview

Rivo's loyalty platform provides comprehensive customer management tools to help you resolve customer inquiries quickly and effectively. You can manage customer points, credits, rewards, VIP tiers, and referrals all from the customer dashboard.

Key Support Areas:

  • Customer account management and loyalty status

  • Points and store credits balance adjustments

  • Reward redemption and troubleshooting

  • VIP tier management and progression

  • Referral program support and tracking

  • Integration with Shopify customer data

Customer Account Management

Accessing Customer Profiles

Navigate to the Customers section in your Rivo dashboard to view all customer accounts. Each customer profile provides a comprehensive overview of their loyalty program participation.

Customer Profile Information Includes:

  • Current points or store credit balance

  • Lifetime revenue and order history

  • VIP tier status and progression

  • Referral activity and completed referrals

  • Program activity across all tabs (Points/Credits, Rewards, Referrals, VIP, Emails)

  • Birthday information for birthday rewards

  • Program exclusion status

Viewing Customer Activity

The customer profile includes tabbed sections showing detailed transaction history:

  • Credits/Points Tab: All earning and spending transactions with dates and sources

  • Rewards Tab: All redeemed rewards and their status

  • Referrals Tab: Referral invitations sent and completed referrals

  • VIP Tab: VIP tier changes and membership history

  • Emails Tab: All loyalty-related emails sent to the customer

Points and Credits Management

Understanding Points vs. Store Credits

Rivo supports two types of loyalty currencies:

  • Points: Whole number values (e.g., 100 points) typically used for traditional loyalty programs

  • Store Credits: Monetary values (e.g., $5.00) that can be applied directly as discounts

Adjusting Customer Balances

You can manually adjust a customer's points or credits balance:

  1. Open the customer's profile

  2. Click "Edit Balance" in the Loyalty Points or Store Credit card

  3. Enter the adjustment amount (use negative numbers to subtract)

  4. Add an internal note explaining the reason for the adjustment

  5. Save the changes

Points Expiration

If points expiration is enabled, customers' points will expire based on the merchant's settings. The customer profile shows when points are set to expire. Expired points are automatically deducted from the customer's balance.

Bulk Balance Adjustments

For multiple customers, you can use the bulk actions feature to adjust balances for selected customers simultaneously using a CSV upload.

Reward Redemption Support

Redeeming Rewards for Customers

You can redeem rewards on behalf of customers:

  1. Open the customer's profile

  2. Click "Redeem" (for store credits) or "Spend Points" (for points)

  3. Select the reward from the available options

  4. For incremental rewards, enter the amount to redeem

  5. Confirm the redemption

Understanding Reward Types

  • Fixed Rewards: Set point/credit value (e.g., "Spend 100 points for $10 off")

  • Incremental Rewards: Customer chooses amount within min/max limits (e.g., "Spend any amount of points for equivalent discount")

Reward Redemption Process

When a reward is redeemed:

  1. Points/credits are deducted from customer's balance

  2. A unique discount code is generated

  3. The discount code is sent to the customer via email

  4. The transaction is logged in the customer's reward history

Refunding Reward Redemptions

If a customer needs a reward refunded:

  1. Go to the customer's Rewards tab

  2. Find the reward redemption to refund

  3. Click the refund option

  4. The points/credits will be restored to the customer's balance

  5. The discount code will be deactivated

VIP Tier Management

Understanding VIP Tiers

VIP tiers are progressive levels based on customer spending or points earned. Each tier has:

  • A spending threshold requirement

  • Exclusive perks and benefits

  • Special earning rates or bonuses

  • Custom tier names and icons

VIP Tier Progression

Customers automatically progress through VIP tiers based on:

  • Lifetime spending: Total amount spent across all orders

  • Calendar year spending: Amount spent in the current calendar year

  • Rolling year spending: Amount spent in the past 12 months

Manually Adjusting VIP Tiers

You can manually change a customer's VIP tier:

  1. Open the customer's profile

  2. In the VIP Tier card, click "Edit"

  3. Select the new tier from the dropdown

  4. Add an internal note explaining the change

  5. Save the changes

VIP Tier Benefits

Each tier can include various perks such as:

  • Bonus points on purchases

  • Exclusive discounts and offers

  • Early access to sales

  • Free shipping thresholds

  • Birthday bonuses

Referral Program Support

Understanding Referral Status

Referrals can have several statuses:

  • Unclaimed: Referral link shared but friend hasn't signed up yet

  • Pending: Friend signed up but hasn't completed qualifying purchase

  • Completed: Friend made qualifying purchase, rewards earned

  • Blocked: Referral blocked due to fraud prevention rules

  • Ineligible: Referral didn't meet program requirements

Referral Tracking

Each customer has a unique referral link that tracks:

  • Number of friends referred

  • Completed referrals and their value

  • Rewards earned from referrals

  • Opt-in date and IP address for fraud prevention

Referral Rewards

Referral programs typically reward both parties:

  • Referrer (existing customer): Receives points/credits when friend makes qualifying purchase

  • Referred friend: Receives discount on first purchase

Troubleshooting Referral Issues

Common referral problems and solutions:

  • Referral not tracking: Check if friend used the correct referral link and completed qualifying purchase

  • Blocked referral: Review blocking reason (similar email, IP address, existing customer)

  • Missing rewards: Verify referral completion requirements were met

Common Issues and Troubleshooting

Points/Credits Balance Issues

  • Customer can't see points: Check if customer is excluded from program or if account needs activation

  • Points not awarded: Verify the earning rule conditions were met and check transaction logs

  • Incorrect balance: Review points logs for all transactions and adjust if necessary

  • Expired points: Check expiration settings and inform customer of expiration policy

Reward Redemption Problems

  • Can't redeem reward: Verify customer has sufficient balance and meets reward requirements

  • Discount code not working: Check if code is still valid and hasn't been used already

  • Reward not appearing: Ensure reward is active and customer meets eligibility criteria

VIP Tier Issues

  • Tier not updating: Check spending calculation method and verify qualifying purchases

  • Lost tier status: Review tier progression rules and spending period settings

  • Missing tier benefits: Confirm tier perks are properly configured and active

Referral Tracking Problems

  • Referral not credited: Verify friend used referral link and completed qualifying purchase within time limit

  • Blocked referral: Review fraud prevention settings and unblock if legitimate

  • Missing referral rewards: Check referral campaign settings and reward fulfillment status

Account Access Issues

  • Customer can't access account: Send login email if multipass is enabled

  • Widget not displaying: Check widget settings and theme integration

  • Email notifications not received: Verify email settings and check spam folder

Admin Tools and Integration

Shopify Integration

Rivo integrates seamlessly with Shopify:

  • Customer data syncs automatically between platforms

  • Order data triggers points earning and VIP tier updates

  • You can view customers in Shopify admin directly from Rivo

  • Discount codes created by Rivo work in Shopify checkout

Bulk Operations

For managing multiple customers:

  • Bulk balance adjustments using CSV upload

  • Mass customer exclusion/inclusion

  • Bulk VIP tier assignments

  • Export customer data for analysis

Analytics and Reporting

Monitor program performance with:

  • Customer engagement metrics

  • Points earning and redemption rates

  • VIP tier distribution

  • Referral program effectiveness

FAQ

How do I access customer support features?

Navigate to the Customers section in your Rivo dashboard. From there, you can search for specific customers or browse the customer list to access individual profiles.

Can I manually add points to a customer's account?

Yes, you can manually adjust any customer's points or credits balance. Open their profile, click "Edit Balance," enter the adjustment amount, and add a note explaining the reason.

How do I help a customer who can't see their points?

First, check if the customer is excluded from the loyalty program. If not, verify their account is properly activated and they've completed the required actions to start earning points.

What should I do if a customer's reward redemption failed?

Check if the customer has sufficient balance and meets the reward requirements. If everything looks correct, try redeeming the reward manually from their profile.

How do I change a customer's VIP tier?

In the customer's profile, go to the VIP Tier section, click "Edit," select the new tier, add an explanation note, and save the changes.

Why isn't a customer's referral showing as completed?

Verify that the referred friend used the correct referral link and completed a qualifying purchase within the program's time requirements. Check the referral status in the customer's Referrals tab.

Can I refund a reward redemption?

Yes, go to the customer's Rewards tab, find the specific redemption, and use the refund option. This will restore their points/credits and deactivate the discount code.

How do I help a customer whose points expired?

Expired points are automatically removed based on the program settings. You can manually add points back to their account if needed, but explain the expiration policy to prevent future issues.

What if a customer says their VIP tier is wrong?

Review their spending history and tier progression rules. Check if the tier calculation is based on lifetime, calendar year, or rolling year spending, and verify their qualifying purchases.

How do I troubleshoot widget display issues?

Check the widget settings in the Rivo dashboard and verify the theme integration is properly installed. The widget should appear automatically on the customer's account page and other configured locations.

Can I send a customer their login information?

If multipass is enabled, you can send a login email directly from the customer's profile. This will allow them to access their loyalty account without needing to remember login credentials.

How do I exclude a customer from the loyalty program?

In the customer's profile, use the "Exclude" option in the secondary actions. This will remove them from the program while preserving their historical data.

What should I do if bulk operations aren't working?

Ensure your CSV file follows the correct format template. You can download the template from the bulk actions interface. Check for formatting errors or invalid customer IDs.

I still can't answer my customers question, what do I do?

Reach out to us via live chat and we can help you out!

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