Need to give Loyalty program discount or separate discount to item but not both

[NorthRidgeWiner]

Customer is purchasing multiple items and qualifies for our 15% loyalty on all items.  But 1 item is on sale for 30% off so we want to give the 30% on that 1 item.  Using square register can I remove the loyalty 15% and add on the 30% for that 1 item?  Currently I can not see the loyalty 15% discount when I view the discounts page for that item (appears that no discounts are selected) but the little discount tag is on on the Current Sales page,  If I add the 30% discount it is actually giving the 15% + 30% discount for that item.

[TheRealChipA · Accepted solution]

Hey there @NorthRidgeWiner.  So, I’m assuming that following flow is happening when you are checking the customer out:

1. You are adding a customer to the sale and see they qualify for a loyalty discount of 15% on all items.  You claim that reward for them for this transaction.
2. You add an item that is on sale for 30% discount and add it, resulting in 45% effective discount.

There is currently no way to correct this, short of ringing up the discounted item on a separate transaction.  This is because, I assume, your reward is set up as eligible for 15% off all items on the transaction.  That can not be modified for a single item on the transaction — all means all, in this case.

The only other workaround I can think of is for you to remove the 30% discount and add another manual discount of 15%.  This will work as you want it to, but it would be wise to be sure that the customers know that you are not allowing the combination of loyalty discounts on sales-priced items.  Otherwise, the bad press might hurt you since, as we all know, people are sometimes the worst!

[TheRealChipA]

@NorthRidgeWiner I thought of one other option for you.  You could go into your definition for your 15% off all items reward and change it so that it excludes items that are currently on sale.  You’d just have to remember to change this back when the sale is over.

[GH417]

How do you exclude sale items/discounts from loyalty redemption? Are you selecting each item individually in the loyalty discount category? From what I can see in settings and speaking with square (more than once!) there isn't a way to blanket exclude sale items from the additional loyalty discount. 

In our retail setting, it isn't feasible to exclude items on the loyalty discount definition level. We have to run two transactions in some cases to avoid this. 

This is a HUGE problem with the Loyalty Program!!! It's costing time, money and customer frustration.

Thanks

[TheRealChipA]

@GH417 I understand that none of the three workarounds I gave you are perfect.  I’m just trying to give you something to make things work, given that currently the EXACT thing you want to do can’t be done exactly.  Unfortunately, I can’t think of another work-around.  If you don’t want to use any of those, it is obviously your choice.  Sorry I can’t think of another.

You can, of course, head over to the Ideate Board and submit a feature request.  It is entirely possible that this issue has been brought up before here, but I can honestly say I don’t remember seeing it.  Or it may be that it has come up but that those sellers realized that they could live with one of the workarounds I offered.  Who knows.  If you do submit a feature request, don’t expect results anytime soon.  That just gets the ball rolling with, first, an evaluation.

[Summer2024]

Thanks @TheRealChipA for providing some insight here! Hopefully one of these workarounds can work for you @NorthRidgeWiner !