Why aren't my cash transactions earning loyalty stars?

[BIsbeeSoap]

We rolled out the new loyalty program today.  It appears to automatically award stars at the end of the transaction and give the option for the customer to receive based on entering phone number.  However, this only occurs for credit card transactions.  We need to manually enter data and add stars for cash transactions.  Can you help?

[Tom]

Hello everyone, I wanted to circle back with some information that I hope will help make things a bit more clear.

If you've set up an "Amount Spent Per Star" reward, the set amount must be reached within one payment. At this time, the amount spent over multiple payments will not automatically accumulate and issue a star.

For example: say you've set your reward amount spent per star at $7.00. If your customer buys two $3.50 drinks but in two transactions, they will not get the star after purchasing that second drink.

Our Product Liaison team is keeping an eye on this feature request and we'll announce any updates. Please don't hesitate to reply with any other questions in the meantime.

[AlphaRR]

Same is happening to us.  We started the LP this week and are converting all our existing punch card to stars manually while we are signing people up.  Its going pretty good so far, after we get everyone converted it will be much smoother.  Our problem is the Loyalty screen does not always pop up.  The customer wants to sign up but we have to manually enter their info and then it is not linked to their credit card they just used, plus you have to manually enter their reward.  

Why does the loyalty screen not pop up after each sale?  

How can we link that manually entered customer to the actual sale(to link their credit card)? 

Other question is, say a cash paying customer has earned enough stars to redeem their reward.  They cant add their phone number until after the sale(if the screen pops up).  So how do they redeem thier reward before the transaction? 

Thanks

[Spenser]

Hmm, we'll probably need to look at specific transactions to see why that is, @AlphaRR. You should be seeing the loyalty screen after each sale. 

Give a call when you have a chance so a team member can take a look with you, and if possible try to note some sales where that was the case. 

In regards to your second question, here are the steps to apply the reward to the current sale, prior to check out. Does that help?

[mrhooton]

This thread is marked solved, but I don't see any specific solution except for when the min transaction isn't being triggered.  I am not seeing the loyalty screen at all now. Is there a solution?  Have those of you who have had those problems gotten back on track?

[Spenser]

The loyalty screen should be coming up, @mrhooton! If you haven't already, contact our Support team directly so we can take a look at your settings with you. Thanks!

[teresa]

this loyalty added feature but didnt even fix the bugs it has had, which i do not understand. The issues here that everyone is talking about (many many on this thread is saying) that it is sporadic, has been happening even when the old one existed. It would pick and choose what customer it gave stars to, it was beyond frustrating and confusing for my customers; they hated it. I totally went away from it and kept my belly loyalty, but since this new one came out, thought i would give it a try and 2 days in, it is doing the exact same thing, sporadically picking the people. I have called and they have esculated the issue to the "loyalty team" but if this is happening to MANY MANY people obviously it isnt something with each person's account, it is obviously something to do with the coding of the program. I love square but these bugs are really annoying. At the customer base I am sure square has, these type of issues should be a quick and easy fix. There was even a clitch with the phones as i tried to call, kept getting disconnected, i dont blame the CSRs, it isnt them, and they do call back, but then i could here them, they couldnt here me, twice they called me back and this happened, then on the third time, We were able to hear each other, simply unacceptable for such a large corpoartion. 

[Tom]

Hey @teresa, really sorry to hear about your experience with this. I'm glad you were able to get in touch with our Support Team — we are aware that transitioning to the new loyalty feature set has caused confusion as you essentially have to re-enroll by doing the following:

1. Head over to your Loyalty tab
2. Actions > Edit > Continue
3. Review Set Rewards > Next
4. Review if you'd like to collect emails > Next 
5. Review the entire reward > Next
6. Select locations > Done

Once you've completed these steps, your free trial with the new Square Loyalty program will start.

Hope this helps clear things up. If you run into any other errors or would like a team member to check on account specifics, please let our Support Team know.

[teresa]

Tom, 

Thanks for the reply! I have it set up, and it is "working" but NOT working. it is picking and choosing who gets points, it randomly is asking to enroll people but not everyone that isnt. It randomly is awarding stars. People who purchase the exact same product (that qualifies for a star) and one gets a star and one doesnt. It makes no sense.  It rarely awards the stars and it rarely ask to enroll someone. I cannot figure out any reason for it not doing it for everyone that makes a qualified purchase. 

[Tom]

Hi @teresa,

Sorry that this is still causing trouble. It sounds like you may have not yet activated the new loyalty feature set. When you have a chance, please try completing steps 1-6 from my last post and let us know if you encounter any error messages/issues that prevent you from completing the transition. Thanks for your help with this — we'll keep watch for your reply.

[teresa]

Tom, 

I clearly have activated it. It does award stars SOMETIMES, and it does ask me at the end, SOMETIMES, to enroll a person. It is sporadic at best. I have spoken to customer service and they have esculated it and their answer was the same as yours and the CSR clearly sees that i am enrolled, completed the set up and everything. THAT is not the issue, I assure you. 

[moss]

Is this still the case? One option says "By Visit" and the other option is "By Amount Spent". With the "By Amount Spent" option chosen, the customer still needs to spend the minimum amount for this one transaction, yes? There is no way to let the customer's transactions acrue? Say they spend $5 today and $20 the next day and the minimum is $25 for a star - no way to do that?

[Chad]

@moss welcome to the Seller Community. 🎉

When you are setting up your loyalty program "By Amount Spent," the customer must meet the amount per star threshold for each transaction. I understand your thought process on having transaction amounts roll over until they meet the start requirement, but this is not avalible. I will make sure to share your suggestion with our Product Team. 

If you have any other Loyalty questions I would be happy to help. 😀

[teresa]

Chad, 

the roll over stars, is a done deal, I get it, they dont have that. my loyalty isnt set up by "amount spent" it is for particular items purchased. It is not rewarding stars to people I have enrolled that have purchased those items. It clearly should be awarding them for that purchase. It is also rarely asking at the end to enroll the people who arent. We are manually doing both MOST ALWAYS. YES, it does work on every 100 customer or so (not exact, it is random), but that is not a good thing for my employees to have to add and award stars the program I am going to pay for should be doing automatically.

[Tom]

Sorry to hear you're still encountering issues with this, @teresa. I'm not able to access and share account-specifics within the online community, but I can see that this has been escalated for further review. I'll share your post with the proper team and we'll circle back with an update as soon as possible.

[teresa]

Tom!

I wanted to update this thread to my outcome of my issues with the loyalty program!! I am happy to say we are now working correctly! the problem, which was easy but sort of misunderstanding. I called and talked to a CSR (several of them :)) and each time they were able to get my account to give stars, so obviously by process of elimination it was on MY END of Hardware, software, etc... so We thought I needed to "UPDATE" my APP on the IPAD, and yet when I went to "UPDATE" my app, the app store was only giving me the option of "open" the app, not update(I am capitalizing the word "UPDATE" for a reason..stay with me :)). I decided to DELETE the current APP, NOT UPDATE it, and reinstall. The current APP I found was called "Square Point of Sale" and not "Square Register". This was truly that simple of a fix. I think not saying it was a "NEW APP" and saying "UPDATE" was a key to fixing this issue. Just a thought in case anyone else experiences this. I know mine is working EVERY Sale now so if you are experiences "SOME" stars and customers being awarded this is probably a quick fix. Make sure it is the POINT OF SALE APP and not the square register app. It does look a bit different in the Menu as well (font is different, the words point of sale are now where register used to be so you can know you are on the correct app. Super excited that it is working!!! This is a picture of the loyalty cards I ordered to hand out to explain how our tiered program works. Customer is told how how many stars they have and they can choose to redeem them then. We subtract the correct number from their stars manually and we have discounts that discount the dollar amounts off their purchase. We named our discounts "Loyalty Stars Discount" 

[Sean]

Hi @teresa. Thanks for looping back and sharing. Sorry it took so long to sort this out! This is great advice for other sellers, as well. Hope to hear more from you in the future in other threads. 🙂

[mream]

I am having the same problem when I use my ipad (and yes, it's Point of Sale, not Register). I have never once seen the loyalty screen come up for cash customers. This is not what I paid $25/month for! It only works for 1/3 of my customers! Me angry!!

Also, why isn't the Marketing piece (which I also pay for monthly) linked in with the loyalty piece? I feel like I'm running two different tracks here: "sign up for our mailing list" -- "now give me your phone number" Can't we make this any easier?

[Tom]

Hey @mream, thanks for taking the time to reach out and sorry to hear about your experience with this.

If you haven't already, can you send an example of a cash payment that didn't result in the loyalty screen showing up? This will help us take a deeper dive into your account and help pinpoint the issue.

We are continuing to iterate on Loyalty and Marketing based on feedback from sellers. I'll be sure to share your comments with our Product Liasison team and point out how a more unified approach would help streamline your business.

Thanks for your help with this and please keep in touch for updates.

[rsklar]

So my question is, why would the CSR's from Square know to check for the proper App version?