Loyalty Program: View/Export Customer Reward Balances

[SAWbeer]

Hello,

Does anyone know if it is possible to view or export customer reward balances in the Square Loyalty Program? I am curious to see who is banking their rewards vs. using as they earn.

Thanks!

[SAWbeer]

@Sean @Tom Any advice on this gentlemen?

[Tom · Accepted solution]

Hey @SAWbeer, I see what you mean.

The option to export customer reward balances with Square Loyalty isn't available at this time, but you can see which customers have been banking rewards individually from the Point of Sale app or your online Square Dashboard.

• To view from the Point of Sale app, tap the hamburger button (a.k.a. the three horizontal lines in the upper right corner of the screen) > Customers > All Customers > select customer > Available Rewards.

• To view from your online Square Dashboard, head over to your Directory tab > select customer > Activity.

I realize that this doesn't give you an efficient overview of the total rewards that each of your customers have earned, so I will certainly share your post with our Product Liaison team.

Please do keep in touch for updates to the app and dashboard as we're always working on improvements. Appreciate your patience, and please let us know if you have any further questions.

[SAWbeer]

@Tom, thanks for getting back to me. That is a significant shortfall of the loyalty program in my opinion. I can think of many different reasons one might want to see all of the data at once, broken down by individual. We have 405 customers enrolled in our program, to go through them each individually would be inefficent to say the least.

Is there a specific reason why this feature is not available?

[Tom]

Appreciate you taking the time to share your experience with Loyalty so far, @SAWbeer. If you have any other specific reasons why it's important for you to see all of the customer reward data at once, please feel free to reply with more details. I'll be more than happy to pass along anything that helps better illustrate how we can improve this feature.

This version of Loyalty is still a newer product within Point of Sale — we are closely tracking all issues and making changes based on seller feedback. I do apologize for any trouble the lack of an export option causes. We'll circle back to this thread with any other developments or workflows that will help make this easier.

[CorryMatthews]

I am trying to consolidate my two accounts and I would really like to have my customers at one location, still keep all their stars when we merge.

[nossapdx]

We also have a need for this functionality.  We have an ongoing need to see a list of customers who have redeemed a specific reward over a particular period of time.  Hope to see it added soon!

[TBHospitalityNY]

We would also love to see this implemented.

[cupzcoffeeaz]

+1

I have another loyalty program and I was thinking of moving to square, but I found that it isn't possible to import my current customers and points. I have mostly phone numbers and points, and square rep told me they wouldn't import my customer data. 

Then finding that square loyalty won't allow me to export my customer data makes it a deal breaker. 

I would like to create my own analytics, maybe even use third party marketing tools to communicate to my customers, or worst case scenario be able to migrate my customers to another loyalty program if square doesn't satisfy my needs

[nika]

Hey there @cupzcoffeeaz. I'm not sure if you spoke to a Loyalty specialist last time you reached out to us here at Square, but it sounds like there might have been some confusion from our end. You can migrate your Loyalty account from a third party into our Square Loyalty system. If you call into our support line and ask to speak with the Loyalty team, they can get this done for you!

You are correct in that you're not able to export your Loyalty information, but that is something our team can also do for you.

Lastly, we do have our Square Marketing that would allow you to send emails to your customers and target certain groups! Marketing and Loyalty go together like peanut butter and jelly. And if you'd like to hear more about Marketing from another seller's point of view, take a look at our friend Pesso's review!

[cupzcoffeeaz]

Hi Nika_, 

I heard you are all testing SMS campaigns. This was a request I had put a while ago. I heard that square marketing is required for it. Any ideas if the marketing plan cost is going to change for SMS? 

Let me know if there is any way I can setup a call with one of the Product Managers to discuss this?

Thanks

[nika]

@cupzcoffeeaz SMS Marketing was in Beta for a bit of time, but the team realized it needed to go back to production to work out a few kinks.

To be honest, I'm not sure what the cost was looking to be for the SMS marketing. That would be a good question for the Beta Community board (if you're not yet a member of the Beta Community, I'd recommend joining so that you can stay on top of potential launches and ask questions like the one you posted above.)

[nossapdx]

@nika FYI, I called and spoke to a loyalty specialist and was told that reports on this information (rewards redeemed by customer) was not possible.

[nika]

@nossapdx Thanks for letting me know. I'm checking in with them now to make sure we're all on the same page!

[sewintune]

I will have to turn loyalty off for the month of August because an event I am in does not allow points to be awarded for the duration of the of the event for any of the participating shops. This likely means I will lose all customer points status. Looks like the only way to handle this would be to look up individually and manually record and then re-create their point after the event? That's ridiculous!

[Arie]

Hey @sewintune,

Thanks for getting in touch!

While this feature isn't available yet, I'd like to share some workarounds you can consider.

You could pause your Square Loyalty subscription, which would mean that your customers will can still redeem their points, but would no longer be able to accrue them. 

Another option would be to create a second location for the event you're attending, and disabling that location for Loyalty in the Loyalty Settings on your Dashboard.

Let us know if these workarounds could be workable for you! 

[rmocklerMM]

So … It’s six years later and I also really need this functionality—- and still can’t find it. Just a simple way to view or export, for a specific time period, customer reward balance. 

Has this ever been solved?

Thank you!

[_Violet]

Hi @rmocklerMM - Thanks for following up on this thread.

You can currently view your Square Loyalty Metrics by following the instructions list here. If you are wanting to download a .CSV file that reflects phone numbers as well as Loyalty points for each customer profile, the owner of your Square account will need to contact our Support Team by phone. Then, they will export and send the requested information over.

I hope this information is helpful but please do let me know if you have any additional questions.

[rmocklerMM]

Ok, thank you. I have done all of the things on the list, but what I want is exactly what you describe (well, the points part - i don't need bulk phone numbers.) The issue is that I will want this every month. Can I get this kind of support every Month? 

This seems like an odd thing not to be able to access in reports, since we can access visits, for what it's worth.

Richard M

[ThinkCoffee]

Is there a way for a customer to check their reward point balance?

[TBHospitalityNY]

The easiest way I’ve found for our customers to check their loyalty status was to add the url Square provides in the Dashboard to our website.

The loyalty status url is located under Loyalty > Promotions > Loyalty Status Page.

Hope that helps!