LOYALTY

[Ltd7]

Loyalty Program, We have a customer that received a note on the bottom of her receipt that said her purchase was not eligible for points yet, She never had the option after her transaction to provide her phone number to join our loyalty program and  we have no restrictions on our loyalty points on purchases. Can you tell me why this message occurred and why she was not given the option of signing up? 

[pessosices]

What qualifications did you set up for purchases to earn points? 
What did she purchase?

Do you have Loyalty Enabled on that PoS device?

[ThinkCoffee]

I would really like to see the ability to schedule additional reward points given or a "double point day" functionality added to the loyalty program.  The only way to do that currently is manually change the reward points and then change them back after the promo is over. Is there any hope of having this feature added in the future?

[GoodGrapes]

The Loyalty program is good for my business and is an important part of customer retention and revenue growth. That part is great. Unfortunately, this also makes the defects and weak software design glaring to the customers.

LAST VISIT “NEVER”: I have hundreds of profiles with a Last Visit date “NEVER”. A few months ago, I cleaned up hundreds of profiles with “NEVER” last visit dates. It took several hours as will this next manual profile clean-up.

Sometimes the profiles are created with the customer’s current phone number and sometimes that profiles are created with a different phone number. In the Customers exported file, the Last Visit date field is either a five-digit Julian date or blank. If it’s a Julian date the date value is the date value in the prior Excel row + 1.

This software defect negatively impacts the correct points allocation and purchase history. It also can prevent finding a customer’s prior purchases – not acceptable. Square should prioritize fixing this known defect.

CONSISTENT FUNCTIONALITY REGARDLESS OF PAYMENT METHOD: The Loyalty software should work the same regardless of the payment method (card on file, card present, manual credit card entry …). The software needs to check if an award is available regardless of the payment method. The functionality currently only checks if the card is present. If the software can add the points to the account, it should be able to check if the customer has award(s) that can be redeemed.

As a small business owner, I don’t want the customer to know that I don’t know their name and asking them tells them that I don’t know their name. The functionality should work the same regardless of the payment method.

REFUNDS: This needed functionality is missing. The customer needs to see on their refund receipt that they also lost points. Deducting the points later is time consuming and not transparent to the customer.

TOP CUSTOMERS: Top customers are not necessarily the ones with the most visits. That might be somewhat correct for an ice cream shop or another business with most products within a narrow price range, however, it’s incorrect if you have a broad price range (e.g., $10 - $558). There should be an option to view top Loyalty customers by visits or spend amount.

My preference is that fixing defects is a priority. The software should be designed to reflect how businesses work.