Customer Loyalty Program in the UK

[TBL-KL]

We are a UK based retail shop and have been using Square now for nearly 8 years.

Recently we decided to sign-up to the Square Loyalty Program, having already done a lot of research and decided it met all our needs.

We want to run a  'points' program, where £1 = 1 point.

As an incentive to 'sign-up' we want to give our customers a 20 point sign up bonus, from our on-line research and the Square on-line help, this can be achieved by setting up a 'Custom Promotion'.

So we follow the step by step guide:

1. Sign in to Square Dashboard and go to Customers > Loyalty.
2. Click Promotions > Create promotion.
3. Choose a templated promotion or click Create your own to create a promotion from scratch.

But, we can only get as far as step 2, there are no templates to choose  from and no Create your own.

Is someone able to tell us if this feature is available in the UK and what we have to do to get it?

Many Thanks

TBL-KL

[tomven]

Hi @TBL-KL, you’re not doing anything wrong here. This is a common frustration for UK Sellers, especially when following the global help guides.

Is this available in the UK?

Yes. Square Loyalty promotions are promoted as available in the UK, including custom bonus points promotions. However, templated promotions often do not appear for UK Sellers, particularly on new or low‑data loyalty programs. This is expected behaviour, even though the help article shows templates. Bit strange.

How to give a 20‑point sign‑up bonus now

You can still achieve £1 = 1 point with a sign‑up bonus using one of these supported workarounds.

Option 1 – Manual bonus points
At the till:

1. Enrol the customer in Loyalty
2. Complete their first transaction
3. Tap the customer name > Loyalty > Adjust points
4. Add 20 points and note ‘Sign‑up bonus’

Option 2 – £0 sign‑up item

- Create a £0 item called ‘Loyalty sign‑up bonus’
- Configure that item to award 20 points
- Add it once per new customer at checkout

Option 3 – Try the POS app
Some UK Sellers see ‘Create a promotion’ in the Square POS app before desktop web Dashboard:
More > Loyalty > Loyalty promotions > Create a promotion
If available, it will sync back to Dashboard automatically

Official Square help

- Create loyalty promotions > https://square.site/help/gb/en/article/7794-get-started-with-square-loyalty-promotions

- Create a loyalty program > https://squareup.com/help/gb/en/article/3952-create-a-loyalty-program-with-square

If neither Dashboard nor POS shows any promotion options after Loyalty is active, Square Support can quickly confirm whether promotions are enabled on your account.

Hope that kinda helps!

[TBL-KL]

Hi TOMVEN,

Many thanks for your reply, that is really useful.

Will let you know how we get on

Thanks

TBL-KL

[Twiggy]

One thing to note is....

Square Loyalty works at variation level, not item level. So if you’ve got one product with three sizes/prices, the reward only applies to the exact price point selected ....... not all versions of that item.

Example:
You sell a Latte with three sizes:

• Small – £3
• Medium – £3.50
• Large – £4

If your loyalty reward is set up for a Medium Latte, the customer can only redeem it against the £3.50 Medium.

They can’t use that reward for:

• a Small Latte (£3)
• a Large Latte (£4)
• or use £3.50 to upgrade to a Large Latte and pay 50p

Even though it’s the same item, Square treats each size as a separate variation.

In short: rewards are tied to the exact version of the item, not the item name itself.