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:
Open the customer's profile
Click "Edit Balance" in the Loyalty Points or Store Credit card
Enter the adjustment amount (use negative numbers to subtract)
Add an internal note explaining the reason for the adjustment
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:
Open the customer's profile
Click "Redeem" (for store credits) or "Spend Points" (for points)
Select the reward from the available options
For incremental rewards, enter the amount to redeem
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:
Points/credits are deducted from customer's balance
A unique discount code is generated
The discount code is sent to the customer via email
The transaction is logged in the customer's reward history
Refunding Reward Redemptions
If a customer needs a reward refunded:
Go to the customer's Rewards tab
Find the reward redemption to refund
Click the refund option
The points/credits will be restored to the customer's balance
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:
Open the customer's profile
In the VIP Tier card, click "Edit"
Select the new tier from the dropdown
Add an internal note explaining the change
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!