Need CUSTOMER To Apply Coupon Code On POS - Here's Why

[JustynAmp]

I know Square has ignored this feature request for years.  Let me describe why it's critically important, and should be included, at least at the Loyalty level:

I have a coffee shop in an area where many other shops exist.  There are some businesses around whose employees essentially keep us afloat.  For these businesses, we promote a discount to keep their staff coming back, and need to be able to give the employees a reliable way to redeem.  

These "loyal" customers will usually come in and mention their workplace to have the barista apply the discount, but they are often not comfortable doing that over and over, as different baristas are working or if the same barista doesn't remember them.  When they don't get the discount on their second visit because we didn't remember their workplace, they often give up on ever getting the discount, thus never become "loyal" customers.

If these customers have a code they use, then there's no question, they can use it at their will without ever being uncomfortable about things.

THIS IS A REAL ISSUE.  EITHER ADMIT THE FEATURE'S NOT ON THE LIST OR IMPLEMENT IT, PLEASE.

Thanks,

JD

[TheRealChipA]

Hi there @JustynAmp.  First, I will not disagree that coupon code redemption needs to be a feature on Square POS apps.  That being said and thinking outside the coupon box for a moment, why can’t you just create separate discount codes that serve this purpose?  You can name the discount whatever you want — including a code if you’d rather.  Customers can give that code and the discount can be added to the transaction, exactly as you would be doing if you were using coupon codes.

Am I missing something that would prevent this from working?

[JustynAmp]

Hi @TheRealChipA 

Yes, you’re missing the psychology of repeat customers. They don’t want to keep reminding someone about giving them a discount because it feels cheap and/or they expect the barista to remember them from last time. When this doesn’t happen, they go “oh well” and get their coffee at a cheaper place next time (lots to choose from, and we’re a premium shop). This is what I tried to describe in my last post. 

What you described is exactly what we’ve got configured now and it absolutely doesn’t work. It’s becoming a dealbreaker for Square because I didn’t realize how important these customers would be to the business. 

Thanks for the shout and helping me clarify my thoughts!

JD

[Hailey]

Hi @JustynAmp ! I totally understand your frustration and the psychology behind the issue. As Chip mentioned, this is a long standing request and unfortunately still not available. I will do my best to escalate this feedback with the correct product team to help get any sort of update regarding their roadmap. 

In the meantime, as another workaround suggestion (and I know its not perfect), would you be able to make a printable or digital "locals" card with the code (just paper print or digital canva image, nothing fancy) that the neighbouring business staff can show upon ordering that indicates they receive the discount? That way they just flash the card, or a screenshot of the card on their phone, and don't have to awkwardly say "oh I work at X,Y,Z".

[BofBArtStudio]

@JustynAmp 

Do you add customer by clicking the Add Customer link for each transaction? 

This is a great way to make sure that you are able to redeem their coupon codes easily without having to remember every customer. 

Once the customer is added to the transaction then you can just click the three dots up in the upper right and redeem reward. 

Alternatively, if you're not adding customer to each transaction, you can click the three dots up in the right and redeem reward and then click Use Code on the code that the customer shows you on their phone for instance can then be applied.

[TheRealChipA]

@JustynAmp  So, I’ve been talking with another Square seller (and Square Champion) here @BofBArtStudio.  She told me that coupon code redemption IS available in Square for Retail POS.  Since it didn’t make any sense that it would be available only there, I used her path to look for it in Square for Restaurants and the Standard Square POS.

In the Square/Restaurants POS, if you click Actions > Rewards, you’ll see an “Apply Coupon” in the upper-right hand corner.  Click that and your can enter a coupon code to apply to the cart.

In the Standard Square POS app, you’ll need to add a “Rewards” button you your grid.  Clicking on that will bring up the same screen with the Apply Coupon button.

So it seems that the engineers snuck this into all of the POS at some point and none of us (even support or the moderators, eh, @Hailey) knew about it.

Is that what you are looking for, I hope @JustynAmp?

[JustynAmp]

This sounds promising, @TheRealChipA   

Could you point me to something describing what you mean by adding a Rewards button to the grid?  This is lingo that I’m not familiar with. 

thanks!

[TheRealChipA]

@JustynAmp I assume your question means that you are using the standard Square POS and not Restaurants or Retail.  If that is the case, long-press on any empty box in your POS grid.  Click the plus sign.  You’ll see a screen to add a favorite.  Add the one called “Rewards” to your grid, then click Done.  Now, when your employees click the new Rewards button, they’ll see an “add coupon” button at the top-right corner.  If they click this, they can key in a coupon code.

[JustynAmp]

Ahh.  Again, I don't need the employee to key in the coupon - that defeats the purpose.  We can do that any number of ways, just using a discount.

I need the coupon to be keyed in by the customer at the payment screen, similar to being prompted to redeem loyalty points.  

[BofBArtStudio]

Oh yeah, it does that too!  Our customers redeem their own coupon codes and loyalty rewards all the time during checkout.  Works very nice.

[JustynAmp]

Fantastic - how do I configure that??

[BofBArtStudio]

Are you using Square register or square stand with iPad? Also which Mode of Square are you running? (Ie. Square Retail)

[JustynAmp]

Square stand with iPad. POS mode.

[BofBArtStudio]

As long as you have the latest version of the POS and add customer to the transactions, it should show it to the customer to give them the option to redeem it when they are tapping or dipping their card.

When we swivel the stand around for the customer to pay, it shows them any rewards or coupons that they are able to redeem. 

We add customer to each transaction based on their phone number.

[JustynAmp]

Thanks @BofBArtStudio. Can you describe what it means to "add customer to the transactions"?  Is there some help on this?  We have Loyalty enabled, which shows them the Loyalty redemption.  I am not sure what I need to add...?

Thanks in advance!

JD

[JustynAmp]

Maybe you mean asking each. customer "what's your phone number, let me look you up?" 

That flow wouldn't be an option, for so many reasons, primarily because it would add half a minute to each ticket.

But if they are in the system and it detects them, similar to how it does with the Loyalty program, that's exactly what I'm looking for.  I'm fine letting the businesses know they need to be in the Loyalty program to get the discount. 🙂 

[BofBArtStudio]

Yes the loyalty account for rewards and coupons is all tied to phone number. 

Sometimes the system can detect the person's phone number from their card that they pay with but that doesn't work for cash payments.

At the top of the checkout, there is a link to add customer and then we just type in the phone number and that way they can get all of their loyalty points as well as redeem any rewards or coupons. 

Without the customer giving you any information, it's going to be difficult for the system to know to present any coupons or rewards automatically for that customer.

It typically takes about 10 seconds to type in a phone number for the transactions. 

Maybe you can further describe the workflow that you want to follow from customer coming to the counter, placing the order, and ringing out.

[JustynAmp]

Desired workflow - Note: we don't take cash, so that's not an issue.

1. Customer orders.
2. Barista selects "pay with card" and flips the screen around.
3. Customer sees the payment screen and also a "coupon code" box (this is the online-ish workflow)
4. Customer enters a coupon code.
5. Total reflects the discount.
6. Customer taps to pay.
7. Customer is then presented with the Loyalty screen as usual, with the discounted total applied to points.

Alternatively

1. Customer orders.
2. Barista selects "pay with card" and flips the screen around.
3. Customer taps to pay
4. Customer is then presented with the Loyalty screen, which includes a "coupon code" box. Maybe they even have to enroll before they see it.
5. Customer can redeem coupon or loyalty points (if applicable).

In both scenarios, we don't have to ask the customer who they are, what their phone number is, if they are eligible for a discount, etc.  They self-serve this process, and no time, confusion, and discomfort is added to the transaction.

[JustynAmp]

Interestingly, I just tested it as if I was a customer, using my own credit card, with bad results.

* Entered phone number on first transaction, received 2 points.

* Did a 2nd transaction.

* The POS prompted me again for my phone number, not recognizing me from the card number.  Seems wrong.

* 2nd transaction it didn't give me points, but the system DID show that I have 2 visits.

* No place to redeem coupon code was shown.

So neither coupon code, nor Loyalty seemed to work correctly. Hmm.

[JustynAmp]

@BofBArtStudio Went through the process, assuming it would work if I add myself as a customer on the transaction, now that I'm in the system.  Didn't show any redeem box or anything.  I did, however, see the loyalty screen this time (3rd transaction) and it showed my my points total.  

[BofBArtStudio]

I think that currently, without adding a customer to each transaction, the barista would need to click the three dots in the upper right, choose the redeem rewards option, click the use code in the upper right of that pop up and then enter the coupon code. 

I have reached out to some others at Square to see if they have insight on this as well.