ISSUE - LOYALTY POINTS ADDING TO RANDOM CUSTOMER

[HugoCoffee]

Hi Support,

We have an issue on Square Register, for some reason when doing a normal transaction with no customer added (so blank new sale) sometimes it is adding loyalty points to a random customer, sometimes a customer we may have served earlier in the day, which is not good, because it means we have to manually go in a remove the points but also that customer is getting messages when that transaction happens. can you look into this please? do you have the ability to do remote access session onto the device?

[Breffni]

Hi @HugoCoffee - thanks for flagging this, that doesn't sound right. 

If your customer reports not receiving points from a transaction when they should have (or vice versa), you can search for the sale in the Transactions tab of your online Square Dashboard.

If there wasn’t a customer added to the sale, we’ll use previous payment history to determine the customer who paid for the sale and who earned Loyalty points. 

Note: Payment cards are linked to a Loyalty account when they are first used.

In some cases, payment cards can be accidentally linked to the wrong Loyalty account. This situation can occur when a customer walks away from the sale before completing the Loyalty screen, and the next customer enters their phone number. In this case, the next customers’ account got linked to the previous customer’s payment card.

You are able to move Loyalty accounts from one customer profile to another customer profile, or edit the payment card associated with a customer profile:

To edit the payment card:

1. Head to the Customers section of your online Square Dashboard or Square app and select a customer profile.
2. From the Loyalty section, click the three dots and select Manage Cards.
3. Select and Unlink any cards that a buyer does not want to be associated with their Loyalty account.