STILL can't redeem loyalty rewards online

[EatcleanKarla]

Hello, our customers are not (and have never been able to) able to view or redeem loyalty rewards on our website. We have an app that is linked through square and customers are able to redeem rewards there no problem. We have a couple different rewards settings one is earn 100 points get $10 off. Am I missing a setting or something? Is this still not a feature?

[TheRealChipA · Accepted solution]

@EatcleanKarla Ok.  There must be an internal issue in your account.  You’re going to need to call into Square Support and have them check it out.  

Before you do, do you have a test loyalty account you can use to go through the process on your phone?  The loyalty reward section of checkout doesn’t show up until after the customer has entered their phone number and connected to their account.  And it doesn’t exactly jump out at them.  I’d recommend setting up a test account for yourself and giving yourself enough points to allow for a reward.  Then try it yourself.  This test account will also help support track down any issues, too.

I attached a screen grab video showing where in the checkout process the rewards redemption is.  I’ve had some customer expect to see if BEFORE they actually attached their account to the cart during checkout.  That won’t work.  They must go as far as entering their phone number in order to see their reward status

Good luck.

[TheRealChipA]

Hey @EatcleanKarla It’s definitely a thing.  My loyalty customers use it all the time.  Let’s check something.

From your online dashboard, go to Loyalty > Settings.  Scroll down until you see the section “Select Locations.”  Is the location that has your online store checked and enabled?  If not, check it, save your settings, wait a few minutes for it all to sync.  

[EatcleanKarla]

Yes, both locations are checked.

[TheRealChipA · Accepted solution]

@EatcleanKarla Ok.  There must be an internal issue in your account.  You’re going to need to call into Square Support and have them check it out.  

Before you do, do you have a test loyalty account you can use to go through the process on your phone?  The loyalty reward section of checkout doesn’t show up until after the customer has entered their phone number and connected to their account.  And it doesn’t exactly jump out at them.  I’d recommend setting up a test account for yourself and giving yourself enough points to allow for a reward.  Then try it yourself.  This test account will also help support track down any issues, too.

I attached a screen grab video showing where in the checkout process the rewards redemption is.  I’ve had some customer expect to see if BEFORE they actually attached their account to the cart during checkout.  That won’t work.  They must go as far as entering their phone number in order to see their reward status

Good luck.

[EatcleanKarla]

Thank you for that. Yes, it must be an internal issue because I have a test account with rewards but that "Rewards" section doesn't pop up on the checkout page for some reason. 

[TheRealChipA]

Ugh. I’m sorry to hear that. I hope you can resolve this with support, then. If you think of it once you know the reason this happened, please come back here and

let us know. That will help future sellers who might have the same problem. Good luck!!

[EatcleanKarla]

I unchecked both locations, saved and the rechecked them. I can now see that I have available rewards on the custom screen but nothing shows up on the checkout page.

[EatcleanKarla · Accepted solution]

In case anyone is having the same issue as myself and is looking at this thread, after much frustration Square support responded with this: 

"Based on the information provided, I noticed that your Loyalty redeeming rewards are category-based rewards which means that customers are unable to redeem category-based rewards online because the ability to redeem rewards is not currently available for Square Loyalty program on Square Online sites. While buyers can accrue points during invoice transactions, the redemption of rewards is not supported online. In the meantime, you can decide to change it to item based.


The product team is aware of this limitation and may consider implementing this feature in the future based on customer feedback."

So basically, you cannot set up your rewards for categories. For instance, earn 50  points and get $5 off an item in X category. What's frustrating is that square allows you to set it up that way and they can redeem in store or thru a 3rd party app but square cannot figure out how to make it work online.

[mlgaspar]

This is a hugely needed feature and probably the only thing that would make me stay with loyalty. I have way too many items to set up for a rewarded based system and set up a rewards category to bulk tag those items instead. As you said, square says you can do it this way and lets you. But the software as it stands now doesn’t work because all of my items also have online related categories and they said for this to work the item can only have the one category. This means I can’t have my item in any type of navigation on my website. Please fix this @Square