Contact Us form has opt-in check box, but results of check box do not save with customer data

[thehappyboothco]

Hello everyone! I created a Contact Us form, added the opt-in check box for customers to check if they want to opt-in to receive marketing and promotional materials. But when I look at the submitted form data, everything is there (name, phone, email, etc.) but nothing that tells me if they checked the box. 

Do I have to subscribe to an email marketing campaign to get this to work? I would expect that if the form builder let's me put the check box on my form, that I should be able to see whether it was checked or not. Seems like a bug to me. Anyone know how to enable this?

[Kassi_]

Hey there, @thehappyboothco - 

Are you using portion of Square Marketing? Using the Contact Us form would be different than that particular tool. 

Could you give me some more insight on how you set up your form? Do you see their contact information on your Customer Directory in your regular Dashboard? 

I will keep an eye out for your reply👀. 

[thehappyboothco]

Hi Kassi, thank you for your reply. We are not using Square Marketing intentionally (I believe it's enabled for a few months as part of the initial offering for purchasing a square site?). We're not trying to set up an email or marketing campaign, just a simple web form to submit info for a contest as we want to use it for a trade show event. Unless this type of use falls under the Square Marketing plan?

The way I set up the form was to just add a 'Contact Us' form to our website from the regular website tool to add/edit pages. Then I changed the form name to 'Enter to Win' . I checked the 'Enable opt-in checkbox' option so that it appears on our form. (seems I don't have permissions to upload an image on this thread to show what I did to set the form up, but hopefully you get the idea)

Then I tried a few test entries from the site (I manually typed the url for the page to get to the form - we have a QR code to get there at the event) and it records all the info entered into the form into the Customer Directory, except for the checkbox result. In our Customer Directory if I click on a customer from the list, I can see a subsection on the right-hand side of the page called Marketing, with Email Status indicating Nonsubscribed. This email status is always 'Nonsubscribed' no matter what the state of the checkbox was for our test entries.

My question is am I doing something wrong? Or, for the checkbox data to be recorded with the other form info, do we need to initialize/setup/enable something in Square Marketing for it to work? I kind of expected that it would be just another information field (like email) and should simply be recorded as something like true/false, on/off, nonsubscribed/subscribed, and then we can export and process the data later for the purposes of email marketing.

This seems like such a simple thing, but if it's tied to being subscribed to a fully configured Square Marketing plan, then it should probably not be offered on the website editor tool, or at least not without some disclaimer that says "subscription required to Square Marketing" on it. I understand if it's a "paid feature" - we all have to make money, lol. It's just frustrating that if that is the case why doesn't it indicate this. I've spent so much time and worry on getting this ready for our event. I'd hate to resort to asking each potential customer for permission and recording it manually.

Thanks for any advice/info/guidance!

[Kassi_]

Thank you for clarifying, @thehappyboothco. 

From everything you've described, it sounds like the form you're working with isn't linked to Square Marketing to opt into the emails. Even if this is the case, are your customer emails still showing in your Customer Directory. 

Square Marketing and the form you've created are separate features and won't necessarily integrate with each other. I know this would be lengthy, but if those emails are saving in your Customer Directory you can add them to a marketing campaign to be sent to your sellers. 

Let me know if I missing the mark on this one. I am happy to circle back. 

[LukeNieuw]

Hi @Kassi_ 

Why does the contact form have an option to add the opt-in to marketing if it's not connected to Square Marketing??

I was under the impression these were connected too. I subscribe to Square Marketing.

[artfullyrecycle]

Found SQR marketing confusing. If you have both SQR POS  and a SQR website - each have their own paid marketing plans!  Also, found the  customer lists on each side do not "merge" together - have to manually export/import info too. 

[MayaP]

Hey @LukeNieuw I did confirm this is a known issue with the contact form for Candian sellers. I am seeing if there is a plan to get this fixed. As soon as I have any insight I will let you know! 

[mweatherill]

Hi Mayap,

Any update on when this is scheduled to be fixed?  I am a Canadian seller also.

Thanks,

Marc

[MayaP]

Hey there @mweatherill I am sorry you are having issues as well. I just want to clarify the this is a contact form from Square Online correct? And it's still not saving the customer data.

[AntlrMenswear]

I am also having problems with square marketing - my loyalty signups have given me their email address and permission to contact, but they are not appearing in my marketing subscriber list. When I went to manually add them there does not appear to be a way to do this.

I was thinking of exporting my whole customer database as a csv , changing the data field and re-importing it, but I am not sure that it would create a duplicate list rather than writing over it.

This is a major issue for me as every day I am adding new signups to my growing list.

[AntlrMenswear]

Have you had any progress with square loyalty and marketing? I'm finding the signups process to be flawed.
Cheers

[artfullyrecycle]

I may be having this same issue. Person checks the Opt-In box but the customer info in back end says that they are not opted in.  Have escalated this to engineering in December - and STILL WAITING for resolution.  Wonder how many more are having this issue and do not realize it!!