Live Q&A: Ask us anything about Square Loyalty 🌟

[cspillane]

On Thursday, February 23, the Square Loyalty team hosted a Q&A (@cspillane, @seiderman, and @lornaz) alongside Square small business evangelist and former Super Seller, @Pesso (former owner of Pesso’s Ices & Ice Cream with 5+ years of experience using Square Loyalty at his business).

We heard what’s working well for your business, as well as ways we can better serve your needs.

[seiderman]

Hi @TCSlaguna, appreciate you sharing this feedback. As I believe you’re already aware, the dedicated email collection tool is not currently compatible with the Loyalty enrollment / check-in process. Improving this experience, and giving businesses like yours additional options around data collection is something that the team is currently looking into. While I don’t have a specific timeline to share right now, we’ll be sure to reach out with any further updates. In the meantime, not sure if you’re aware, but any customer that provides their email address to receive a digital receipt will automatically be opted into your mailing list as a reachable contact.

[Lovewell]

Is I possible to have a redemption of points go to the least expensive item in cart if multiple items are eligible? We do a free drink when you buy 9 and right now if someone has multiple drinks in their order it takes the most expensive one and makes it free. Where as before loyalty we would just do a 100% discount on the item of least value.

[seiderman]

Hi @Lovewell, thanks for the question. Like you said, the current logic for reward discounts is automatically applied to the most expensive item in the buyers cart. While there’s no immediate plans to change this behavior, enhancing customization around the reward redemption flow is something that’s top of mind for the team as this is one of our more common feature requests.

[Lovewell]

@seiderman Thank you, I appreciate this!

another feature request I would have is to have separate tears of loyalty. 

For us that looks like, When you buy drinks those stars go into one bucket and when you buy 9 drinks you get a free one, But say if you buy pastries those stars go into a separate bucket and maybe when you buy 15 you get a free one. 

I hope that makes sense.

[seiderman]

Definitely. In terms of tiered program support, this is something the team is actively working on and just recently launched to beta. However, our starting focus is enabling hierarchal earning rules based on total points earned during a set eligibility window (rolling year). For example: Customers reach bronze status, with a 1.25x point multiplier after collecting 150 total points; silver, with a 1.5x point multiplier at 300; gold, with a 2x point multiplier at 500. Know that this is a slightly different set up than you're looking for, but happy to include you in our beta program if interested. 

[Candlestore]

@seiderman ;

Do you think Square could add a on/off type toggle to apply Free to Most Expensive or Least Expensive item so business owners have this option?

[Lovewell]

Yes I think this should be something we should be able to do! 

[mtclippers]

Good afternoon, I own a barbershop and uses appointments feature since 2018 and  Ive been using the loyalty program for quite some time to rewards my loyal clients. but I see that the clients only earns the points when they pay in store only, when they schedule their appointment only a full payment is required but they can't redeem points before they check out. when they paid online for their appointment I have to adjust the point status after the online transaction.

thank you.

[seiderman]

Hey @mtclippers, that's right. At this time, customers are only able to enroll, check-in, and redeem rewards as part of the payment process in-store or online. Totally understand the value in making this more seamless, and while I don't have an timeline right now, this is definitely something on our team's radar. 

[Sheli]

following 

[mtclippers]

I understand, as a barber using appointments by square the loyalty program is good way to rewards our loyal clients, Thank you so much I’ll be waiting for the futures updates. 

[cspillane · Accepted solution]

Hi Community,

Thank you for taking the time to join the Loyalty Q&A. Corey Seiderman, Lorna Zhang and I enjoyed the interactions and especially appreciated Aylon Pesso (former Super Seller and owner of Pesso’s Ices & Ice Cream) joining in on the conversation. Our #1 goal as the team behind Square Loyalty is to build a product that supports your needs. We’re grateful you took the time to ask questions and share your perspective — so again, thank you!

To close out the event, here’s a recap on recurring themes we saw:

1. How can I get set up with Square Loyalty? 

• Check out this Getting Started guide for an overview of how Square Loyalty works + a step-by-step walkthrough of setting up your program.
• Bonus: this FAQ page also has some good content in it. 

2. Can I structure my loyalty program in tiers?

• This functionality is coming soon! The Loyalty team recently launched status tiers to Beta which allows sellers to customize their earning rules based on the depth and/or tenure of different buyer groups. Stay tuned for more information; we’ll announce broadly when the feature becomes generally available. 

3. Does Square Loyalty work with Square Invoices? 

• Yes! Customers can now enroll and accrue points via invoiced orders (and when returns are processed, points are deducted accordingly). 
• Note: reward redemption is still limited to checkout at your point of sale or via your Square Online site. 

4. Where can my customers see their loyalty points?

• Cash App — Customers can see their total points balance, available rewards, and recent loyalty activity via Cash App.
• Digital receipts — Customers can see points earned from the transaction tied to the receipt.
• Loyalty status page — Linked at the top of the digital receipt, customers can see their total point balance, available rewards, and any recent loyalty activity. Check out your custom URL here, and share it if you like.
• Apple Wallet — While physical loyalty cards aren’t currently available, buyers using Apple Pay on Square Register will be prompted to add a digital loyalty pass to their Apple Wallet. From there, buyers can enroll, check-in, and see their total points balance via the pass. 

5. Is Square Loyalty integrated with Square Marketing? 

• Yes! If you subscribe to Square Email or Text Message Marketing, you can send text message (US-only) or email marketing campaigns to your customers about your Loyalty program and any promotions you might be running. As a part of enrollment into your loyalty program, buyers provide their phone numbers. Additionally, enabling the “Collect Contacts” feature via your Square Loyalty settings allows new buyers to receive a text message offering an additional amount of points (set by you) in exchange for giving you their email address. Learn how to enable Email Collection. 

For the latest features and functionalities, check out Square’s Product Updates feed.

Until next time, 

-Ciara

[Executive]

I would like for clients to be able to check in/ track visits/ have visit reports without purchasing also. Points for checking in physically categories and additional points for purchase categories also would be ideal for this. 

[rtfulk]

Just signed up for Loyalty program, is there a way we can watch a replay of the Q&A?

[Tom]

Hi @rtfulk,

Thanks for signing up and for reaching out! This Q&A took place in writing within this thread. We don't have a replay available, though you may find the summary post helpful. If any questions remain, don't hesitate to reply here and let us know!

[NAHs]

Is there a way to reward referrals?