what does this mean "A New Sale Was Started Before Loyalty Check-In"?

[bobastudio1389]

I have many transactions that did not earn loyalty points where they should.  Many of them have this reason, but I don't understand what does it mean ? "A New Sale Was Started Before Loyalty Check-In"

[HC_Charlie]

Hello @bobastudio1389 thanks for your question and welcome to the Square Seller Community! This message is usually because a loyalty customer has not checked in (using their phone number) prior to starting or finalizing a sale. Are you using a POS system or Square Register? Loyalty customers should have the option to enter their phone number and check in before, or even while you are adding items to their sale. If they do not enter their phone number, then when you complete the sale to accept payment, you'll see this message.

[bobastudio1389]

Thank you HC_Charlie for your reply.  We use a Square Register.  I thought every customer is asked whether he/she wants to join the Loyalty Program before checking out.  Can customers ignore the loyal program question and move on to check out?

[JJ_]

Hey there @bobastudio1389

Yes, Square Loyalty is completely optional for your customers so they do not have to enter their information if they aren't interested. 

[jsolensky]

Many times a customer is linked to the card they use. If they use the same card but don’t enter their phone number they aren’t getting points?