Configuring Return Tiers

Returns are the safety valve — customers flag bad leads, you credit them back, everyone stays honest. But return policy without teeth gets abused. Return tiers solve that by bracketing customers into named tiers based on their return rate (as a % of revenue), and attaching rewards or penalties to each bracket. This guide walks through turning on returns, building a tier ladder, and recalculating every customer. For the conceptual model — how returns interact with wallets and bids, how penalties actually adjust auctions — see the Returns feature page.

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Prerequisites

• Admin role access to your tenant.
• A decision on your return policy: what return rates are acceptable, which brackets you want, and whether to reward low-returners with discounts or just penalize high-returners.
• A URL to your written return policy (optional but recommended) — a page customers can open from the portal to understand the rules.

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Step 1: Open the Returns page

Click Settings in the left sidebar, then Returns (/manage/<tenant>/disputes). The page has two sections stacked vertically:

• Return Settings at the top — a small form with two fields (enable toggle + policy URL).
• Return Tiers below — a table of every tier you’ve defined, reorderable by drag-and-drop.

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Step 2: Turn on return tiers

In Return Settings, flip Enable dispute tiers on. This is what makes Juiced actually assign customers to tiers and apply any discounts/penalties. Click Update return settings. The setting commits, but no customer is assigned a tier until you’ve defined at least one and triggered a recalculation (Step 5).

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Step 3: Create your first tier

In the Return Tiers table, click Create in the top-right. The tier form has four groups of fields stacked down a modal. Identity & copy: Visual identity: Behavior — tier bracket: Lower/Upper Bound are validated against every other tier to prevent overlaps — if Tier A is 0–10% and you try to create Tier B at 5–15%, save fails with “tiers overlap”. Behavior — rewards and penalties: Click Create. The tier appears in the table at the bottom of the order.

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Step 4: Build out the full ladder

Repeat Step 3 to fill in every bracket. A realistic pattern for a lead-buying business: You can add as many tiers as you want — 3 is common, 5–6 is the practical max before customers stop parsing the ladder. Make sure brackets don’t overlap and that they cover 0–100% without gaps (Juiced will error on overlap, but gaps just mean a customer falls between tiers and gets no assignment).

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Step 5: Reorder tiers for display

In the Return Tiers table, drag rows up or down to reorder. The order here determines:

• The order tiers are shown in the customer portal when customers browse “all tiers”.
• Nothing about assignment — customers are assigned by bracket, not by order.

Typically you order from most-favorable (top) to least-favorable (bottom) so customers see the aspirational tier first.

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Step 6: Recalculate every customer

After creating or editing tiers, existing customers aren’t automatically moved — you need to trigger a recalculation. In the Return Tiers table, click the Recalculate button in the top-right. A confirmation modal appears: “All customers will have their tier recalculated. Are you sure you want to do this?”. Confirm. Juiced queues a background job (CalculateDisputeTiers) that walks every customer, computes their return rate, and assigns the matching tier. The job finishes in seconds for most tenants and minutes for tenants with thousands of customers. Notification templates like Return Tier Updated (see Customizing notification templates) fire for any customer whose tier changed.

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Step 7: Edit or delete a tier

Click any tier row in the table. An edit modal opens with the same form from Step 3. Change anything, save — the tier updates in place. To delete, bulk-select the tier(s) with the row checkboxes and use the Delete bulk action. Deleting a tier doesn’t re-bracket existing customers — it just removes the tier definition. Recalculate (Step 6) to reassign orphaned customers.

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Step 8: Exclude a specific customer (optional)

If you’ve got a trusted strategic customer who shouldn’t be tier-assigned regardless of return rate, exclude them individually. Navigate to Customers → pick the customer → Edit → scroll to Ignore dispute tiers and toggle it on. Save. That customer is now skipped by the tier engine — no tier badge, no discount, no penalty. This is most commonly used for:

• High-volume partners where the return math is handled in a separate contract.
• Brand-new customers running a trial you don’t want dinged.
• Internal test customers.

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What happens next

With tiers configured:

• Customer portal — each customer sees their current tier as a colored badge. Clicking it opens the list of all tiers with benefits/restrictions laid out. See Return tiers on the feature page.
• Auctions respect penalties — a 20% penalty customer is treated as an 80%-value bidder when distribution runs. See Bidding for how this interacts with smart pricing.
• Returns credit back as usual — a return moves the customer’s rate up, which may shift their tier on the next recalc. See Managing customer finances.
• Notifications fire on tier changes — customize the Return Tier Updated template under Customizing notification templates.

Return tiers are a “set the ladder, then let the system run” setting. Revisit them if your return volume or economics change materially — otherwise the brackets self-adjust customer behavior without ongoing babysitting.