Automatic rewards?

[willyjoes]

I recently began Square Loyalty. According to my account executive it should work like this:

1. A customer makes a purchase with a CC and then signs up for Loyalty by entering their phone number.

2. When the customer returns in the future and uses that SAME CC they will automatically be credited the rewards and giving their phone number will NOT be needed. 

The issue I am having is that Square asks me for their phone number every transaction even when using the same credit card the customer used when signing up. 

How do I fix this?

[TheRealChipA]

Hey @willyjoes  your experience sounds like a bug, IF you are certain the customer is using the same card. Occasionally I’ll have a customer say that they are using the same card and then try realize it is not. 

It is working fine for me and since I see no other reports of this I can only assume there is not a system wide problem. I have between 1-2,000 loyalty customers and no one is reporting an issue.  This makes me believe there is a problem somewhere in your account on Square’s servers. You’ll need to get on the phone with customer support, as there is nothing we can do here to correct such issues.  

Best of luck!

[willyjoes]

Hello Chip @TheRealChipA ,

I am certain that it is the same card because I have tried it using my own card/rewards account and it does not recognize me. 

I have called customer support twice and both times they told me that my account executive is incorrect and that the customer must give their phone number every time they make a purchase regardless of payment method. (I believe my account executive is correct and the customer service people are wrong but they can’t fix it if they believe it’s not broken). 

[TheRealChipA]

Your account executive is very correct.  For sure, that is the way it works for me.  I’m going to tag a few Square moderators here.

@_Violet @JJ_ @MayaP @RobynR 

@willyjoes is very correct here.  Once a credit/debit card has been used for a loyalty transaction, then that card should be remembered so that when the customer pays with it again in the future it automatically knows they are a loyalty customer.  This is how it has ALWAYS worked for me, and is how it works for me now.  Can one of you check with the engineers since he is getting incorrect information from the support line?

[MayaP]

Happy Monday @TheRealChipA @willyjoes ,

I know with the loyalty that I have set with some Square merchants I still enter my phone number. I will confirm and get more insight on my end! 

[Candlestore]

@willyjoes ;

If you have a Scanner and A printer that can Print a barcode, you could create a Unique customer ID or Refrence ID for the Customer and Scan that when they make a Purchase to help locate the customer.  This eliminates typing in the Phone Number and if the customer uses another form of payment Loyalty points will still be added to the correct Customer.  You can also do this for Key Tags similar to what is done at larger stores.  Have some premade, and Scan it to the Customers information instead of you creating the Number have the Tag co create a few and then Enter them as you had them to a customer.  

Before ordering any I would test this first and make your own to test how it works on your end.

[willyjoes]

@MayaP @Candlestore 

Those are good alternative solutions but my main goal is to get square to work the way it’s intended to with the credit card being linked to the account. 

These other solutions put more than zero burden on the customer and could create problems down the road if they thought they were getting rewards the whole time but weren’t because they didn’t follow the new protocol.

A rewards system that works for some people one way but other people a different way (not based on their choice but based on if square is working) sounds like a nightmare. Everyone being able to link their credit card and being automatically rewarded sounds so simple and easy if we can make it work as it’s supposed to. I’m sure that’s why square built it that way. It is a fantastic idea/system if it works. 

[Candlestore]

@willyjoes ;

I was trying to give some quick help till Square either gets the CC used to match the customer. Again if a Different CC is used Square will think it is a NEW customer.  As with what TheRealChipA said theirs works correctly. I know when I go out I may use different Credit Cards depending which is having 0% or bonus points, or maybe its Business vs Personal.  I was just trying to help you untill you get an answer from Square that would work and does put the responsibility on the customer to provide the correct accout lookup tool no matter which credit card they use.  If the account is linked by Refrence ID that the customer carries on them its their responsibilty to show it at the time of sale to add Loyalty points.  I use a Square Stand with Ipad and the Camera can be used by Square to read a Barcode to Identify the Refrence ID of a Customer, I recently tried this out for someone else in the forum.