Salesforce Loyalty Management: Members not evaluated by ChangeTier tier assessment batch with no error

The steps below identify which Loyalty Management members were left unevaluated by the tier assessment (member level evaluation) batch, determine whether they were excluded by selection criteria or silently skipped by batch execution, and re-run the ChangeTier tier assessment for the missed members.

Start by confirming the batch actually processed every record, then verify the tier selection conditions the ChangeTier action uses.

Cause 1 — Members fall outside the automatic tier assessment selection criteria:

The Loyalty Management tier evaluation does not attempt to change the tier of every member. The Select Members for Tier Upgrade Automatically process only selects members whose points and evaluation period meet the configured upgrade or downgrade conditions. Members who do not meet those conditions are not part of the run and therefore show no error and no tier change, which explains why a subset such as 30% of members appear unevaluated.

Steps:

1. From App launcher, enter Loyalty Management, then select the Loyalty Program and open its Tier Group configuration.
2. Review the tier assessment (member level evaluation) frequency and the qualifying-point thresholds defined for each Loyalty Tier in the Tier Group.
3. Take a sample of the members that did not change tier and compare their qualifying-point balance and current tier against the upgrade or downgrade thresholds.
4. Confirm each affected member has an active Loyalty Program Member record and a Loyalty Member Currency record for the qualifying currency used in tier evaluation.
5. Confirm the member's tier assessment date falls within the evaluation window for the run; members whose next assessment date is outside the window are intentionally excluded.

Cause 2 — The batch completed status hides unprocessed records:

Loyalty Management tier evaluation runs on batch Apex. When a batch job hits an internal exception, the framework retries a limited number of times and can abort individual chunks without marking the whole job as aborted. The job status can display as completed with no errors even though TotalJobItems is greater than JobItemsProcessed, so a block of members is never processed and no failure is surfaced to the customer.

Steps to detect and re-run skipped records:

• From Setup, enter Apex Jobs in the Quick Find box, then select Apex Jobs.
• Locate the tier evaluation job for the affected run and compare Total Batches to Batches Processed and check the Number of Errors column.
• If Total Batches is greater than Batches Processed, or the counts do not match the expected number of members, treat the remaining members as unprocessed.
• For batch jobs run as workflow services, from Setup enter Monitor Workflow Services in the Quick Find box, then select it and review the Status and ErrorDescription for the tier evaluation batch job to confirm whether chunks failed silently.
• Re-run the tier assessment for only the unprocessed members by re-executing the Select Members for Tier Upgrade Automatically process scoped to those Loyalty Program Member records.