Loyalty Program Not Redeeming Rewards

[pneuhardt]

I have a loyalty program set up for my café. For every £1 spent, they get a point. At 40 points, they get £5 off a future order. Until recently, everything was working well. Now, it is not. 

At customer check-out, the customer redeems their points and the display on the Register device shows the discount as being applied to the total. But when I press the pay button for them to use their card, the amount shown (and charged) is the full price without the discount. Moreover, the loyalty program shows that they did claim the discount and subtracts the points from their total. 

I've contacted customer support once and did what they suggested (check for updates, rebook the Register device), all to no avail. 

Is anyone else seeing this problem? Any advice?

[pneuhardt]

Quick update: This does not seem to be a problem with every customer, but there is no rhyme or reason that I can determine who has the problem and who does not. 

[Katie_SQ · Accepted solution]

Sorry to hear about this issue, @pneuhardt. 

I've taken a look into this for you, and can see that our Engineers are releasing a fix for this issue in App Version 6.70, which should be fully rolled out by the end of next week. 

Please keep an eye out for this update, and install it as soon as it's available: 

1. Tap ≡ More > Settings > Hardware > General.

2. Tap About Square Register.

3. From this page, you’ll see your software version. Tap Check for Update to see if a software update is available.

Thank you for your patience in the meantime. If you have any other questions, please let me know!