Getting extra stamp when claiming free thru loyalty

[Joesjava]

Hello ive noticed when my customers order and claim a free coffee thru the online store, they are getting an extra stamp.

But when they claim the free coffee in person the are not getting the stamp, which is how it should be, as the "free" coffee is getting "stamped"

I feel like this is a glitch on the online store as it's the same settings for loyalty, and it works perfectly in person just not perfect online..

If anyone has a fix or can reassure me that the loyalty is glitching please let me know..

I currently do buy 7 get 1 free but online with this glitch it is buy 6 get 1 free meaning im losing 10-15%ish percent online revenue on top of paying close to $200 in loyalty program fees.......

[Sineaid]

Hi @Joesjava!

Thanks for raising this concern, and for providing enough detail to allow me to investigate.

Unfortunately I wouldn’t be 100% familiar with all the nuances of the Square Loyalty program. So, I have reached out to our product development team to request some insight into the parity around rewards, when they are redeemed across the various sales channels. 

I appreciate your patience while I await a response! 

[Sineaid]

Hi @Joesjava,

I just wanted to follow up to let you know that our engineers are looking into it. The expectation here would be that neither online, nor in-person reward redemption should earn a stamp. 

Thanks for your continued patience, I’ll update you again here as soon as this has been investigated in full. 

[Joesjava]

Hello yes that is correct. Works perfect instore just online is having difficulties. Thanks

[Laurie_]

Hi @Joesjava,

We apologise for the delay in responding to this thread!

We’ve been waiting for an update from our engineers, who have discovered a glitch with the rewards structure affecting some Square Online sites. Ideally, points should only be applied to sales where customers are making a payment online, not when they are redeeming rewards. Currently, points are accruing for every online transaction, including reward redemptions.

I’ve escalated this issue again for further investigation and resolution. I hope to provide you with better news in my next update.

[Sineaid · Accepted solution]

Hi @Joesjava,

Apologies for the delay in updating this thread, we appreciate your continued patience. 

I’ve had an update from our engineers to confirm that work is underway to update the integration between Square Online and Square Loyalty. This update will bring greater parity between the POS and Online experience, for Sellers utilizing Square Loyalty features. 

This is part of a wider project, however please be assured that the specific concern that you’ve raised has been included in that body of work. The anticipated outcome is that Loyalty reward redemptions processed online, will behave in the same way as redemptions made through your Point of Sale. These redemptions will not attract a new loyalty point. 

At this time, the aim is to roll these updates out to all Seller accounts by November. However, this is subject to change. 

Thank you again for flagging this, and for your patience while we work to improve the experience.