Google Pay and Apple Pay with Loyalty

[londontea]

If a customer pays using Apple Pay or Google Pay do they get the option to redeem an available reward? 

Here's why I ask: over the last couple of years I've had customers contact me saying they weren't able to redeem their reward at the checkout. I usually figure it's because of user error (and it probably is most of the time). However, today a customer contacted me and when I walked them through the process to ensure it doesn't happen next time they told me that they never got to the stage where they select a reward because they used Google Pay as the express checkout option. 

I confirmed that their loyalty account earned stars for the purchase, and they had an available reward before the transaction. 

[BernadetteA · Accepted solution]

Hi @londontea 👋

I checked with the team, and it is expected behavior that the option to use loyalty points is skipped if using Google Pay or Apple Pay. The customer will earn points on a transaction as long as their Apple/Google Pay phone number is the same as the one they use with loyalty. 

[londontea]

Thanks for checking into this! I can understand why rewards are skipped, and I can't imagine there's a way to make it function (at least for now). 

It would be fantastic if there was an option to alert customers that they can't redeem rewards before they use Apple or Google Pay. I have no idea how that would work, especially because it would add friction to what's supposed to be an "express" experience. 

[BernadetteA]

This is great feedback, and I'll be sure to send this over to the team! In the meantime, you could add a pop-up or banner notification to your website to alert customers that rewards are not available to use if they are checking out with Google or Apple Pay. 

You could also add the information to the item description page, but the pop up would be much faster and efficient.