Loyalty: Some customers say they haven't received a text telling them they earned a reward

[alikat72]

The title of this thread has been edited from the original: Loyalty reward text

We have many customers who say they have never received a text telling them they earned a reward. We've checked to make sure phone numbers are accurate. How do we resolve this issue? We are a drive-thru platform and serve up to 70 customers an hour during the morning rush. Having to stop and trying to figure out issues with the Square Loyalty program is detrimental to our business and customer happiness. We're still receiving blow back from customers that they have to tell us they want to redeem a reward since on our old system it told us they had a reward and we asked if they wanted to use it. And we are paying large sums of money to Square in order to be able to give our customers free stuff. Cash only customers are especially irritated at having to tell us their phone number every time.

[VanKalkerFarms · Accepted solution]

You can call support and they can see if there is something wrong with the data entered or a setting wrong.  A lot of the time people just don't read or remember that they go a text in the hundreds of texts they get.  As for cash customers, there isn't a way to identify a customer who doesn't use a credit card so they have to give you their phone number or how else do they expect their info to be tracked.

You'll need your customer code to call.  Follow the instructions below on how to get it.

https://squareup.com/help/contact

Click “More”

Click "I don't see my issue"

Click "Call Support"

Write down your Customer Code

Call 1  855  700  6000

[HAD]

Hi this solves issues for people using the appointments feature in square but not the loyalty program which seems to use the same back end messaging system that only Square can see. My loyalty customers are not getting the welcome SMS message from square.. how can i "resend" this.. also its helpful to give the business owners a better way of managing this and seeing what their customers are going to see before you have to set the program up... 

[ashc]

Hey @HAD,

I moved your post to a more relevant thread where another seller was experiencing the same thing.

This is something you'd want to contact our direct team about with the Loyalty experts to take a look on the backend. It's typically because their number was entered wrong or their provider blocks our texts thinking they're spam but it doesn't hurt to have them take a look!