Square Marketing FAQ

Find answers to commonly asked questions about Square Marketing.

General FAQ

How do I set up a Square Marketing email campaign?

Setting up a Square Marketing campaign is easy.

  1. Go to Marketing from your online Square Dashboard.
  2. Click Create Campaign > Email.
  3. Under “Choose a campaign,” select your campaign objective. You can choose a one-time blast campaign or set up an ongoing automated campaign. Click Next.
  4. Choose your theme, brand and style, tweak the content.
  5. Choose your audience.
  6. Review and send.

Visit Get started with Square Marketing for detailed information.

What is a subscribed customer?

A subscribed customer is a customer that has provided explicit consent to receive marketing emails from your business.

If you’ve collected customer email addresses through Square from (but not limited to) sending digital receipts, Invoices, Appointments or Loyalty — the customer cannot receive Square Marketing email campaigns unless:

  • You’ve separately collected and recorded the customer’s explicit consent,
  • You’ve manually imported an existing database of customers who have consented to receiving marketing emails from your business, or
  • Your customer has used one of Square’s customer information collection tools.

How much does Square Marketing cost?

Square Marketing comes with a 30-day free trial. After the trial, pricing is based on the number of subscribed customers (the customers you could reach via email) in your Customer Directory. Review our Square Marketing pricing for more information.

Do you have free email templates?

Yes! From your online Square Dashboard, Square Marketing offers free email templates to:

  • Promote eGift Cards
  • Collect a Payment or Donation
  • Share a COVID-19 Update
  • Drive online orders
  • Announce Afterpay acceptance

If you would like access to our premium email templates, sign up for a 30-day free trial for Square Marketing to start sending newsletters, announcements, event invitations, coupons, and more. Once the free trial ends, the subscription fee is based on the number of subscribed customers you have in your Customer Directory.

How do I collect marketing consent from customers?

With Square’s free customer information collection tools, you can expand your marketing reach by letting customers subscribe to your e-newsletter right from your website and social media accounts. Email addresses and names shared by customers save in your Customer Directory and can be used with Square Marketing or exported for use with a third-party marketing service.

Learn how to get started with customer information collection.

I use Square Online, can I collect marketing consent from customers via my website?

Yes! On the Checkout page, your customers can tick the I want this business to use the data I provided to send me marketing communications until I unsubscribe. box which will automatically subscribe them to your Customer Directory.

Your customer can visit Square’s privacy policy or ask you for more information about your privacy practices.

Note: The customer’s contact information is not visible to any other Square sellers unless they provide it directly to other sellers at checkout.

Existing Campaign FAQ

Can I cancel Square Marketing campaigns?

Yes, you can cancel any automated marketing campaigns and blast campaigns with a coupon at any time. However, you cannot cancel Update, Event Invitation, and Product Announcement one-time (blast) campaigns.

To cancel a campaign:

  1. Go to Marketing in your online Square Dashboard.
  2. Select the active campaign you want to cancel and click Cancel.
  3. Select whether you’d like to honour unredeemed coupons or cancel and invalidate them.
  4. Click Cancel Campaign.

Can I duplicate a campaign?

Yes, you can duplicate a previously completed campaign. To do so:

  1. Go to Marketing in your online Square Dashboard.
  2. Click Completed, select the campaign you’d like to duplicate, and click Duplicate.
  3. Complete, review, and send or schedule your campaign.

Where can I search for rewards using a customer’s email address?

If you don’t see the option to search for rewards in-app, be sure you are using an updated version of Square Point of Sale.

How can I change the business name or address in a campaign?

For the first campaign you send, Square Marketing will take the business name and address from your Business account & settings. After sending a campaign, you can update your business name from the campaign header under Business Name. To comply with Australia’s spam laws, you’ll need to make sure that your business name and address is correct.

Changing the business name from Business Settings won’t affect what’s already displayed in your campaigns. To modify the address that appears on a campaign, you’ll update it from the last campaign sent.

Can I customise my campaign audience?

Yes. Once you choose a campaign objective and template, you can easily customise your audience and handpick which customers receive the campaign. To get started:

  1. Go to Marketing in your Square Dashboard.
  2. Under “Choose a campaign,” select either a One-time or Automated campaign.
  3. Select your campaign objective, and choose the template you want to use. Here, you can choose to target your best customers with different smart groups. These are recommended customer groups, such as top spenders, frequent visitors, active customers, and loyal subscribers.
  4. Customise your Square Marketing template default campaign colours, layout, global styles, font size, button size, email header styles, and more. Then click Next.
  5. Select your recipients. Choose all customers or select a custom set of customers. If you chose a smart group when you selected your campaign objective, you can adjust the group recipients by clicking Modify.
  6. Click Review Campaign.

Payment FAQ

Why wasn’t my customer’s reward automatically applied at the time of sale?

Rewards need to be applied manually to a sale by looking up the customer’s associated receipt email address or six-digit reward code. Your customer can locate the email address or six-digit code associated with their reward in the email they received. They’ll need to present this information to you at checkout to locate and apply the reward.

When customers present a coupon code they received from your Square Marketing campaign, to redeem via your Square Point of Sale app:

  1. From the Checkout screen, tap Library.
  2. Tap Rewards > Use Code.
  3. Manually enter the coupon code, then tap Redeem.

Learn more about applying rewards.

Can customers redeem Marketing coupons on my Square Online site?

Yes. With Square Marketing, you can create coupons for your Square Online site and share them with customers in multiple ways. Learn more about creating discounts and coupons for Square Online items.

I voided a payment that had a reward applied. Can the customer redeem the reward again?

Not at this time. Rewards are considered used if they were added to a voided sale and are no longer valid. You can manually apply a discount to the customer’s next sale, though.

Can I send coupons outside of the Email Marketing subscription?

With the vanity code coupon builder, you can create coupons to promote your existing social media channels without subscribing to email marketing campaigns. To get started:

  1. Go to Customers > Marketing from your online Square Dashboard.
  2. Click Coupons > Create coupon code.
  3. From the design screen, you can create a custom code, choose a coupon type, choose when the coupon applies and add a description and an expiration date.
  4. Click Activate.

From the Coupon section of your online Square Dashboard, you can see the vanity code coupons, runtime, total discounts, total redeemed coupons and the vanity code coupon status.

Note: If you created a coupon from the email builder, it will not display in the list of all coupons in the vanity code coupon builder.

To share your promo code across social media and other places online:

  1. Go to Customers > Marketing from your online Square Dashboard.
  2. Select the coupon, then click ••• > Preview.
  3. Click Copy Code.
  4. Share the code on your social media platforms.

Reporting FAQ

How do I view reports on my marketing campaigns?

Get real-time reports wherever and whenever you want. Use our email marketing software to see how many people opened your email, how many clicked to learn more, as well as how many made purchases due to your campaign.

To view reports on a marketing campaign:

  1. Visit Marketing in your online Square Dashboard.
  2. Select Campaigns. By default, all your campaigns are visible. To filter by campaign type, click Campaign Type.
  3. Click the campaign to view an individual report.

What do the insights mean?

Square Marketing provides you with reporting that helps measure the success of each campaign, as well as insights into which sales were associated with a campaign.

  • Attributable Sales: Attributable sales represent the total amount of sales generated from customers who made an in-store purchase within seven days of viewing a campaign or any customers who redeemed a coupon.
  • Attributable Purchases: Attributable purchases represent the number of in-store transactions made by customers who viewed a campaign and made a purchase within seven days.

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