thread Re: How to Offer A Complimentary Reward in Loyalty Program in Customer Engagement

How to Offer A Complimentary Reward in Loyalty Program

ewolygerg — Sun, 21 Sep 2025 10:59:11 GMT

We are upgrading our loyalty program and I want to offer a complimentary reward to our loyal customers as we make our switch. How do I do this without having to go into each customer's profile and then add points?

Square told me that customers would not lose points or rewards when making the switch, however, after testing, I found out that our customers would lose their rewards, but keep their total points. (Currently, customers need 8 points for a reward and gain points per item category during a transaction. We're going to switch to 1 point for every $1 spent and offer a reward at 50 points. So if a customer has 36 points on our current program [equals 4 rewards and 4 points] they would lose their rewards and still have 36 points.)

So, we will encourage them to use their rewards before making the switch, but I want to offer a complimentary reward in our new system after we make the switch.

Thanks

Re: How to Offer A Complimentary Reward in Loyalty Program

TheRealChipA — Thu, 10 Apr 2025 14:08:38 GMT

Hi @ewolygerg. So, complimentary rewards are just not a thing in Square Loyalty. I had a similar revamp of my loyalty program a few years ago, also going to one point per dollar spent. At that time, I had maybe 2,500 loyalty enrollees and informed them all of the new reward policy, emphasizing that it was actually to their advantage in the long run. Honestly, very few took me up on my offer to help them fast-track their current rewards redemptions, however. The few who did — even after I switched rewards levels — were easy enough to handle manually. That is about the only choice that you have as things stand now.

Re: How to Offer A Complimentary Reward in Loyalty Program

Sammie_C — Thu, 10 Apr 2025 18:55:41 GMT

Hello @ewolygerg, we appreciate you reaching out about this! Always appreciate your insight, @TheRealChipA!

Your idea of applying bonus points is a great workaround, but it could get quite tedious if you have a lot. If you would like, feel free to send me a spreadsheet mapping your customer phone numbers with their bonus points to award, and our Loyalty team said they can handle that in bulk.

If you are interested in doing so, please let me know here and then feel free to send that file over a direct message.

Re: How to Offer A Complimentary Reward in Loyalty Program

ewolygerg — Fri, 11 Apr 2025 16:48:08 GMT

Thanks for following up @Sammie_C Sammie. We would greatly appreciate that since it would be very tedious.

Re: How to Offer A Complimentary Reward in Loyalty Program

Sammie_C — Fri, 11 Apr 2025 21:46:27 GMT

You are welcome, @ewolygerg! Feel free to send over a spreadsheet (over direct message) with your customer phone numbers and their bonus points amount and I can get the escalated for you.