Big Loyalty Problem

[TGPH]

Hi there,

We have used loyalty for the last year or so.  We are a busy shop with just under 1000 active loyalty enrolees.

We use Square register.

What happens a lot (at least 2-3 times a week and these are only the ones we know about) is that a customer will get to the front of the till.. they will pay for something and then after they've paid they will decide to login and check their points on the CFD.

Then if they don't decide to spend anything the customer after them will pay for something and their card will then be associated with the customer before's loyalty account.   Every time that customer behind pays for something they will be attributing points to the other customer.

The customer then gets text messages when they are not even in the shop and will come in and tell me I then have to determine which is the wrong card.

NB: This is ANOTHER problem, if either customer paid with apple pay, their card number IS NOT THE SAME as their physical card.. this makes it very difficult for me to determine which card is which to remove.

I have to go through the activity of the customer who's loyalty account it is and go to their first transaction and delete the 'other' card.  But what if there's 3 cards?  I have to scroll through ALL the activity until I see where two payments were made in very quick succession on the same day...

It's a mess..

ANOTHER PROBLEM:

If a customer who IS NOT enrolled on our loyalty program pays for something, the CFD will say you could earn x points today!   This stays on the display for a long time.. a customer behind them in the queue sees this and then enters their OWN phone number which associates the first person's card who has already left the shop..

Please can someone get back to me?

I am paying a LOT of money for this product and it is sucking hours / month away from me because of the above problem,. 

[doc_choc]

Thanks for highlighting this issue, we have observed similar issue with the POS on our iPad, as it’s difficult to trace back and work out what’s going on we have just been riding with the problem and hoping it will correct itself. Sorry to hear you have an issue, but glad you have confirmed I’m not going totally crazy!

[Breffni]

Hey @TGPH, thanks for flagging this and I'm sorry to hear you're running into issues with the system. 

So if I'm understanding correctly: 

• Customers will log into their account on the customer-facing display, not log out when they leave and then their points will be attributed to the following sale? 
• Digital wallet payments from Apple Pay and Google Pay will generate a unique card number which differs from the actual number of the card which is further complicating the issue. 
• The loyalty screen is not closing out quickly enough and this is causing confusion for non-enrolled customers. 

I just want to ensure I have all the details before reaching out to the Loyalty team. 

[TGPH]

Hi Breffni, yes I think you have the 3 problems. 

It is effecting us quite badly.

There IS a way to log the customer out on the register if they are logged in but it is practically non-existent to the eye.. there is very little warning the team member that someone is logged in.  

That would be one way to alert the team member that someone is logged in before the next person comes along. 

[Breffni]

Thanks for confirming @TGPH, I'm just going to run through this with the Loyalty team and then will circle back here. 

[Breffni]

Hi @TGPH, just following up here. 

After discussing your query with the team, we had some fruitful conversations regarding potential improvements to make our software more user-friendly. We appreciate you and @doc_choc for sharing your experiences with us.

Here's what we are proposing for now:

The team's primary suggestion is for employees to start a new transaction at the beginning of every sale, which should automatically remove the customer from the cart. Alternatively, employees can manually remove the customer from the cart if needed, after confirming their phone number.

This solution should resolve points one and three.

Regarding Apple and Google Pay, the feature is implemented by Apple & Google to protect their customers' card data. Unfortunately, we have no way of obtaining the actual card number when a customer uses Apple or Google Pay.

 However, on an iPhone, buyers can see the last four digits of the card number generated by Apple by going to their wallet, clicking on the three dots on the top right, and selecting "Card Number". 

Nevertheless, our product teams will conduct a more thorough investigation into how we can enhance this situation.

I hope that this information is helpful, and I want to reiterate that our product teams greatly value comments like this. Therefore, please do not hesitate to raise any concerns you may have, and I apologize once more for the frustration that this caused your team.

[TGPH]

Hi there,

---

The team's primary suggestion is for employees to start a new transaction at the beginning of every sale, which should automatically remove the customer from the cart. Alternatively, employees can manually remove the customer from the cart if needed, after confirming their phone number.

This solution should resolve points one and three.

Please explain this in more detail?

I am failing to see how this fixes points one and three but I could be wrong?  What do you mean by start a new transaction? 

The third problem re apple pay card number is a useful bit of information. Thanks..

[k_atie]

Hey @TGPH, just stepping in for Breffni here. 

If you have completed a sale and haven’t yet tapped New Sale, your customer may still be associated with the next transaction. If you need to edit the customer added to the sale:

1. From the receipts screen, tap View Customer.
2. Make your changes or tap Remove.

Note: Removing a customer from a sale won’t delete them from your directory, but it will prevent them from being linked to that transaction. To remove a customer from your directory, visit your online Square Dashboard or the Customers section of the Square app.

Hope this helps. 

[TGPH]

Hello guys,

I am not one to usually complain but this is an unacceptable solution.  We are a very busy store with hundreds of customers per day.

I pay £800 a year for this loyalty service and not only is it not fit for purpose it is causing me hours of admin per week.

Please escalate this URGENTLY to someone who can make some very simple changes to ensure this does not happen...

Please see the following.

PROBLEM 1 - CUSTOMER SIGNS IN ON CFD TO CHECK REWARDS - DOESN'T BUY ANYTHING.

In this scenario CUSTOMER-A gets to the checkout, enters their phone number to see their rewards and leaves WITHOUT buying anything.  CUSTOMER-B who is next in the queue pays for something.  CUSTOMER-B's CARD is now assigned to CUSTOMER-A.

NB:  There is NO notification or display or anything on the screen that tells the cashier that CUSTOMER-A is still logged in.  In a busy environment this is simply unacceptable.  I spend hours figuring out which card to remove from CUSTOMER-A's loyalty account because they are erroneously getting points each time CUSTOMER-B buys anything in-store.  This is painful - especially when apple pay is being used (A LOT in the uk) as we need the real customer (CUSTOMER-A) to go into their apple wallet and tell us which THEIR card is so I know which one to delete.  It's a mess.

SEE VIDEO WHICH ALSO SHOWS PROBLEM 3 (See below) - A BUG WHEREBY THE CFD WILL REMAIN BLANK/BLACK UNTIL A PRODUCT IS ADDED.

POTENTIAL FIX SCREENSHOT:  Here's an idea.  

PROBLEM 2 - CUSTOMER WITHOUT LOYALTY account pays for something (CUSTOMER-C).  Next person in queue (CUSTOMER-D) wants to see their rewards and enters their number.  CUSTOMER-D sees a screen (from CUSTOMER-C’S transaction) saying claim your loyalty points - they enter their phone number...  CUSTOMER-C’s card is now tied to CUSTOMER-D’S loyalty account.  Customer-C has no idea.. as they’ve left the shop.

When I have a queue of people 20-30 deep this is completely unacceptable.  It also exposes us to fraud… if someone is aware they can ‘claim’ someone else’s card by simply following them in the queue and entering their mobile number after they pay… this is a massive massive vulnerability in the loyalty system.

POTENTIAL FIX:  I am aware there is a timeout option to take away this screen but the lowest option 30 seconds is way, way too long when I have a queue of 10-20 people in-store one after another.  Either reduce this timeout to 5 seconds or allow us to remove the AFTER ‘CLAIM’ postmarks screen altogether.

PROBLEM 3 - CUSTOMER IS UNABLE TO SEE REWARDS ON THE CFD UNTIL AN ITEM IS ADDED TO THEIR CHECKOUT.  THE CFD SIMPLY STAYS BLANK.

See video above.

[TGPH]

@Breffni @k_atie please see above and revert back, I cannot go on like this I am losing hours and hours to this problem. 

[Dari]

@TGPH,@k_atie , @Breffni 

im runung thru the same problem…have spoke to sq (didn’t get resolved)and just wonder if you got solution to it yet

many thanks

[TGPH]

I've heard nothing 😞