Solved: Re: Using Loyalty program with non-card payments

jackscrackers

I signed up for a paid account in order to use Loyalty programs for my customers. I sell mainly through farmers markets and live shows; where payements are usually in cash or market tokens that get paid out by the organization at a later date. Not so many card payments compared to cash.

I'm finding that I can't get a sign up screen for the loyalty program on the cash or other payment options; only the card payments. This is very frustrating given how my payments work. Is there an option to sign folks up for the loyalty program when taking cash or other payment types? If not, there REALLY should be.

jackscrackers

So, it turned out to be user error. The points signup occurs after the receipt screen, which I did not know. Once I toggled through that, the signup screen was there.

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TheRealChipA

Hey @jackscrackers.. That is definitely already part of Square Loyalty. I've been using that for years. Let's do some troubleshooting.

Can you reply with your hardware setup for your POS and/or customer-facing screen?
Which Square POS app are you using -- standard or retail (or something else)?
Have you enabled the Loyalty add-on in the settings section of your POS?
Are there any item/category exclusions in your loyalty program setup?

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!

jackscrackers

I'm using a Square Terminal and have enabled the Loyalty add on. I'm using it only for our retail products; as we also do wholesale which does not get a loyalty discount. To be honest I don't know which POS app I'm using, as this happens on the Terminal.

I get the loyalty signup when using cards, but not when takig cash or other types of payment. Most of my sales are in cash, so I need it to work there as well.

TheRealChipA

@jackscrackers That's all the information I needed. Square Terminal uses its own version of the POS based on Android POS. And therein is probably your solution, I hope.

Is it possible that you have either "Skip Receipt Screen" or "Automatically Print Receipts" turned on? If so, try turning both of those off and see what happens with a test transaction which you can void afterwards.

If that doesn't work, then I'll need to enlist the assistance of the Community moderators.

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!

jackscrackers

Where is the "skip receipt screen" toggle? the other is off.

jackscrackers

I found it, that's off as well.

TheRealChipA

I was afraid of that. It was a long-shot but worth checking. Ok, I have one other suggestion. It is very possible that there is some ghost in your Terminal. So, it's worth a factory reset and reconfiguration. Instructions below. If that doesn't work, I'll bring in the big guns and hopefully they can figure it out with the engineers.

To factory reset your Square Terminal:

Tap ≡ More > Settings > Hardware > General.
Tap About Square Terminal > Factory Reset > Confirm Factory Reset.
Tap Reset one last time to start the countdown and reset.
Alternatively, hold down the power button for 10 seconds until a black screen with a countdown timer appears. Keep holding until the timer reaches 0 and the screen says you can release the button.

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!

jackscrackers

I did a check in with Support, who informed me that the loyalty program does not work with cash or other transacitons; only credit cards. That's a REAL dissappointment, as I only signed up for a paid plan to use the loyalty program. Do you think that there's some type of workaround?

TheRealChipA

Dude that is NOT true. At all! As I mentioned in my first reply here, I have quite a few cash paying customers who use Square Loyalty and have for years. I even checked with Square AI, and it confirms that this has not changed. So......

I'm going to tag the Square moderators to have them help you.

@Kassi_@RSosebee1 @_Violet @MayaP @Summer2024 @Summer2024 @Ellie_@Katie_SQ @Laurie_@Sammie_C

Can you help @jackscrackers/? They can't seem to get the loyalty screen to pop up for cash transactions. And worst of all, someone on the Support Line gave them VERY BAD INFORMATION, telling them that Loyalty doesn't support cash transactions. (Don't worry. I'll report that in the Champions' Lounge. Someone needs to be re-trained. LOL)

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!

jackscrackers

Thanks so much, I appreciate the help. It took an hour to get that answer, and it didn't make sense. I just need to know how to get it to work for cash and other payments.

TheRealChipA

Working on it. Did you try the factory reset I suggested? If not, you really should since that is going to be one of the troubleshooting steps that the engineering team suggests.

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!

jackscrackers

Did the factory reset, and no change. I don't get a toggle for customer facing screen, which seems to be important in some of the posts I've seen.

kristen

Hi @jackscrackers, thanks for taking the time to post, and I'm sorry to hear you're having this issue. You should be able to use the Loyalty program even with cash. The main difference is loyalty points being attached to a phone number for cash payments vs attached to a customer's card. So points need to be redeemed before going into the payment process, since the redemption screen will not pop up when paying cash. Here is a support article that may help, but I do think your best bet is to reach back out to Support if you're not seeing the right toggles and the reset didn't work. Please make sure to stay on the line and provide feedback on your support experience if you have the time after the call - that will help us improve these calls in the future. Thank you!

️ Kristen
Square Community Manager
Product Engagement

TheRealChipA

More > Settings > Checkout > Signature and receipt

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!

jackscrackers

That's off as well.

homeprogreen

I don’t use terminal for sales but I do know that loyalty works with cash. On your cart screen look during checkout and see if you have “ add customer “ it should be up in top left corner. If you do then hit that button and type in the customer’s phone number. It also used to say “ add customer to sale” if you hit the 3 dots in top right corner but they may have changed that one because now mine says redeem rewards

Steve Green, if my answer solved your problem then please select best answer

jackscrackers

So, it turned out to be user error. The points signup occurs after the receipt screen, which I did not know. Once I toggled through that, the signup screen was there.

TheRealChipA

Thanks for coming back and letting us know, @jackscrackers.. And whew. That's a relief.

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!