Loyalty points not being awarded

[frillseekerstx]

Our customers have been very excited about using our new loyalty program that we rolled out a couple of months ago.  We are having some issues with points not being awarded to our customers on the Square Register.  I have made sure that my employees understand that they need to add the customer to each sale and to ensure that the customer is enrolled in the loyalty program.  We started to notice that some customers were not being awarded their points.  The only two things that we have been able to figure out is by the message that is displayed on the transaction information about the points.  Sometimes it will say that the system timed out (or something like this) before the customer claimed their points or a new sale was started befor the points were claimed.  I think that customers think they are done once they have signed for their transaction.  They either collect their purchase and walk away or just don't pay attention andf it must just time out.  On the employee side, once a transaction is complete one of the options that is displayed is to begin a new sale.  There are times that we have customers waiting and we do need to proceed to the next sale and it does not indicate on our side that the points have not been claimed.  We are having to go back in after every transaction or at the end of the day to make sure our customers are credited their points.  Has anyone else had these issues?  Are the powers that be aware of this?  I want to be fair to our customers and be sure they get their points but it is very time consuming to have to continually go back in and check the points status especially when it seems everything was done correctly on our side. I really would like for customers to not have to "check in" to claim their points. First of all, if they are already enrolled and we add their name to the sale, it should automattically credit them with their points.  The other problem we have is the terminology of "check in".  Customers have actually gone into panic mode thinking that this is checking them in on social media or who knows where.  I have had them say that they didn't want somebody to know they had been in or where they were shopping etc..  Obviously we have no way of having their social medial log in information but somehow they think we are going to blow their cover.  I think if the terminology was changed to  something like "collect reward points" customers would be more likely to comply.

As much as my customers have been happy with the program, the process is very cumbersome.  Having to add a cutomer's phone number in both the regular phone number field and the loyalty number field is confusing to my employees. They see a phone number and assume it translates to their loyalty account which it does not.   It would be helpful if there were a check box or something next to the phone number field to indicate if the number can be used for their loyalty account and not have to be entered lower in the enrollment for a second time.  I have never one time had it be different.  My employees keep telling me, "Well I shouldn't have to enter it twice. Especially when we have to scroll down further on the page.  It doesn't make sense."  

Thank you for any thoughts on this.

[nika]

Hey there @frillseekerstx. Thanks for this detailed post!

-It can be pretty typical for the page to time out if customers get caught up in conversation or just aren't paying attention to the screen. You do have the option to have the Loyalty check in screen display for a longer period of time!

-Our Loyalty Product Teams have received a lot of really good feedback about the Loyalty checkout flow. Pressing the "New Sale" button from the employee side will skip the option for your customers to enter their information in order to receive Loyalty points, but we do hear you that once the screen gets to that point that it can be more intuitive for both your customers and employees. You bring up some really great suggestions- especially in regards to the "Check In" verbiage. I'll make sure to pass this feedback up the chain.

-It sounds like you're doing everything right when it comes to adding a customer to a sale and then proceeding with a Loyalty transaction. Adding customers to a sale should definitely be giving points automatically to your enrolled Loyalty customers. This might be a situation where it would be best to call our Customer Success Team and ask to speak to a Loyalty Specialist. They can actually take a look into your Customer Directory and see if something is off that would be causing your customers to not earn points.

Let me know if I missed a question here! Happy to answer anything else you might have!

[frillseekerstx]

Thank you so very much for your response. Where can I adjust the  time for the loyalty screen to remain active?  Is that  something I can do from my dashboard or register myself or do I need to talk with someone on the customer success team?  I previously tried find a place to make this adjustment but was not successful. 

We primarily use the register in the store but we also have an iPad in the square stand with the chip reader etc.. as a backup when we need to check out multiple guests at once. I guess I’m just running the square app with that. When I add an enrolled loyalty customer to a sale on this set up, the customer does get their points automatically without checking in. It just isn’t happening that way on the Register. I will get in touch with a loyalty specialist to see if they can help figure this out.  

Thanks again for your help. 

[nika]

No problem, @frillseekerstx! 

You can change the Loyalty screen time right from your Register! To change the screen timeout click Settings > Loyalty > Then you'll see the option to change the screen display. You can set it to show for 30, 60, or 90 seconds.

I would definitely call in to our team and speak to a Loyalty Specialist in regards to the Register issue. They'll definitely be able to find out what's happening there!

[CarrieZ]

Hi @frillseekerstx 

My name is Carrie and I'm on the Square Loyalty product team. We recently became aware of this parity issue between iPad and Register (Android). I won't bore you with the technical details but we have some work to do to make Register/ Android behave the same way as iPad (iOS). This is very high on our priority list as we understand how important it is to both you and your customers that they get the points they earned. I will report back when we have a fix. Thank you again for providing feedback in the community and help us improve our products!

Regards,

Carrie

[meadowbrookcook]

Its 2023 and the points are still not automatically being allotted to a customer that is enrolled. Making customers have to check in...is nuisance, bc they checked in when they made a order and the customer profile was added to the sale. We should be able to add a customer to a open ticket and they still claim points, because a sale isn't finalized until paid for, but with this loyalty program our customers do no receive points if we simply add them to the open sale. doesn't seem like a fair system. I the business owner have been manually adjusting points each night... bc the point system is flawed still. 😞 not happy about this but my customers are happy about a point system, so I will keep adjusting there accounts until I find a better point system, bc as it seems this one is not going to get fixed. Four years ago, someone posted about this same issue and here it is still a problem. 

[MayaP]

Hello @meadowbrookcook thanks for reaching out and checking on this request. The requests above seem to be a little different than yours, I would really love to better understand genuinely why would you want the point to be given if the sale hasn't been finalized. Also, we are updating our feature request process in order to track and streamline these requests better. I would submit this feature request on our Ideate Board, where all submissions will reside. Please make sure to provide as much detail as on your submission. To learn more about how feature requests work, please see this post (squ.re/Ideate-Commuity) from one of our Seller Community Moderators. Thanks again for your input!