How do I help redeem square marketing rewards for my customers on Square register?

[bsantos]

I set up a square marketing campaign that sends out $5 to my new customers to encourage them to come back within 2 weeks. I had one person who tried to use it at the register, we added the items to her cart, but she handed the print out for her code to us. We added the code to the gift certificate payment screen and the POS accepted the code but instead of giving her $5.00 off it gave her the items completely for free...$25.00 worth of items. 

I"m not sure what happened or what is the proper way that a customer is supposed to redeem their Square Marketing reward when they check out. Can someone please help with this? I don't want to have to do this again if we lose more money doing it incorrectly. 

[ryanwanner · Accepted solution]

Hello @bsantos !

Hmmm.... that's odd. Usually the discount codes work right. Let's figure this out:

To Redeem:

The cust will come in with a printed or digital code, usually 6 digits long.

On the Point of Sale, go to Library, then Rewards. On this screen, tap the Use Code line in the upper right. This will be where you enter that code they have.

For your scenario, I'm wondering if there was a problem when you set up the coupon.

Web Dashboard -> Marketing -> Automations (I'm assuming you set up the automated first time customer one)

Find the welcome campaign and edit it. You'll get an alert about resetting the metrics, but since the campaign is so new I don't think this is a bad thing.

Find the coupon on the edit screen and verify you've entered the correct amount of $5 off. If it isn't set up that way you can fix it here. If it is set that way, then we have a bigger issue that I'd recommend calling into customer service to fix: they have deeper access to your account than we do in a public forum.

Once you save it, the automated campaign will relaunch with the corrected coupon. I do recommend honoring any of the 100% off coupons that have already been sent out though: as a customer, I'd be thinking "bait and switch" if you didn't. In the long run, you'll lose money up front, but you'll gain a loyal customer that will pay for that loss multiple times over if you play your cards right. 🙂

[bsantos]

YOU'RE MY HERO!!!! This worked perfect thanks so much Ryan! 

[ryanwanner]

Wonderful! I’m glad I could help! 🙂