> For the complete documentation index, see [llms.txt](https://help.dollarlabs.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dollarlabs.io/dollarback-store-credit/loyalty-tiers/evaluation-windows.md).

# Evaluation windows

{% hint style="info" %}
**Plan:** Advanced plan and above.
{% endhint %}

{% embed url="<https://dollarlabs.neetorecord.com/watch/a61d1886ac19e0bb9518>" %}

*This article's section starts at 3:27 in the video.*

The evaluation window is the timeframe DollarBack looks at when deciding a customer's tier. Choose it carefully: it controls how customers climb and whether they can ever fall back down.

## The window options

Set the window in the **Evaluation Window** section of **DollarBack admin → Tiers**. It applies to all tiers at once.

| Option                | Counts activity from                  | Customers move down?                   |
| --------------------- | ------------------------------------- | -------------------------------------- |
| **All time**          | The customer's entire history         | No; progress only accumulates          |
| **Current month**     | The 1st of the current calendar month | Yes; counters restart every month      |
| **Current year**      | January 1 of the current year         | Yes; counters restart every year       |
| **Custom recurring…** | A recurring window you define         | Yes; counters restart at each rollover |

**Custom recurring** takes a **Start month**, a **Day**, and a **Repeat every** value in months. For example, a window that starts on the 1st and repeats every 12 months gives customers a rolling year to qualify and requalify, which is useful when a calendar-year reset feels arbitrary. Repeat every 3 months gives you quarterly tiers.

## How customers move up

Tier evaluation is automatic. Whenever a customer's numbers change (an order is processed, a referral reward lands, an account is created), DollarBack re-evaluates that customer against your ladder immediately. If they now meet all conditions of a higher tier, they move up on the spot; there is nothing for you to run.

The upgrade applies to future orders. The order that pushed a customer over a threshold is calculated at the tier they held when they placed it; multipliers are snapshotted per order (see [Link cashback programs to tiers](/dollarback-store-credit/loyalty-tiers/link-cashback-programs-to-tiers.md)).

## How customers move down

Customers only move down when the window resets. At each rollover (new month, new year, or the next recurrence of a custom window), counters restart from zero and DollarBack re-evaluates:

* A customer who no longer meets their tier's conditions drops to the highest tier they still qualify for.
* A customer who meets no tier's conditions has their tier removed entirely.

With **All time** there is no reset, so tiers are effectively permanent promotions: customers can only accumulate their way up. Pick a recurring window if you want tiers to reward *recent* loyalty and lapse when a customer stops shopping.

{% hint style="warning" %}
Switching windows (say, All time → Current month) can demote a large share of your customers at the next sync, because most will have far less activity inside the new, shorter window. Preview the impact on a few known customers before saving, and expect the widget to show the change after you sync.
{% endhint %}

## When re-evaluation happens

| Trigger                            | Scope                           |
| ---------------------------------- | ------------------------------- |
| Order processed                    | That customer                   |
| Referral reward processed          | That customer                   |
| Customer account created           | That customer                   |
| Window rollover                    | Scheduled reset per your window |
| **Sync now** after saving settings | All customers                   |

For recurring windows, the widget can show customers when their progress resets ("Resets on {date}"), so the deadline is visible rather than a surprise.

## Verify it works

Pick a customer whose order history you know. With **All time** selected, note their tier in the widget or their customer metafield. Switch to **Current month**, save, and [sync](/dollarback-store-credit/loyalty-tiers/sync-tiers-to-customers.md). A customer with old spend but no orders this month should drop, confirming the window drives assignment.

## Common issues

* **A loyal customer suddenly lost their tier**: a recurring window rolled over and their in-window activity no longer qualifies. Widen the window or lower thresholds.
* **Tier didn't change after editing the window**: settings changes reach existing customers only after a sync. See [Sync tiers to customers](/dollarback-store-credit/loyalty-tiers/sync-tiers-to-customers.md).
* **Customer expected credit at their new, higher rate on the qualifying order**: the multiplier applies from the next order; per-order snapshots are never recalculated.

## Related articles

* [Build your tiers](/dollarback-store-credit/loyalty-tiers/build-your-tiers.md)
* [Sync tiers to customers](/dollarback-store-credit/loyalty-tiers/sync-tiers-to-customers.md)
* [Link cashback programs to tiers](/dollarback-store-credit/loyalty-tiers/link-cashback-programs-to-tiers.md)
* [Loyalty tiers overview](/dollarback-store-credit/loyalty-tiers/loyalty-tiers-overview.md)