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Square Loyalty FAQ

Find answers to commonly asked questions about Square Loyalty.

How can I get started with Square Loyalty?

If you’re using the Square Point of Sale app or Square Online and are designated as a business, you can subscribe to Square Loyalty and create a digital rewards program to recognise repeat customers.

To set up your Loyalty Program, log in to the Loyalty section of your online Square Dashboard > Select Settings where you’ll have the options to edit your loyalty terminology, earning points structure and how your customers can redeem rewards.

Terminology

Customise the terminology of your loyalty program to fit your brand (Examples: Star/Stars, Point/Points, Punch/Punches).

Earning Points

Choose how customers earn a point. You can set a purchase minimum to define how customers can earn a reward by:

  • Visit: Reward points based on a per-visit minimum. For example, if your customer spends more than $5, they’ll earn one point per item/visit. This program type also allows you to exclude items from accruing points.
  • Amount Spent*: Reward points based on the total amount spent before tip. For example, one point per every $5 spent on a purchase.
  • Any Item or Category: Reward points based on purchasing a specific item or category. For example, a drip coffee earns 1 point, a latte earns 2 points and a sandwich earns 3 points.

*Note: The total Per Amount Spent can be tax inclusive (default) or exclusive. To change your settings:

  1. Visit the Loyalty section of your online Square Dashboard > Settings.
  2. Under Earning Points, click Edit next to the rule value.
  3. Choose your tax preference.
  4. Click Save.

Redeeming Rewards

Select how you’d like to reward your customers:

  • Discount on the Entire Sale: Set a fixed percentage or dollar discount for the entire sale.
  • Discount on an Item or Category: Set a fixed percentage or dollar discount on specific items. For example, 20% off all coffee.
  • Redeem a Free Item: Select a specific free item. For example, a free latte.

Reporting Location

If you’ve set up multiple locations, select which locations this loyalty program is applicable to.

Learn more on how to Create a Loyalty Program with Square.

How much does it cost to use Square Loyalty?

Square’s Loyalty program subscription cost is based on your customer’s participation with your program.

Pricing is based on the total number of qualifying Loyalty Visits across all active locations per month in the following tiers:

Monthly Location Cost Loyalty Visits
$49 Up to 500
$99 501-1,500
$149 1,501-10,000
Contact Square Sales Greater than 10,000

How do I enrol a customer into a loyalty program?

You are able to enrol your customers during a purchase, or directly from your online Square Dashboard.

To enrol your customers during a purchase:

  1. Process a sale the same way you normally would.

  2. After the sale has been completed and your customer has passed the receipt screen, they’ll reach the Loyalty Screen.

  3. Your customer enters their 10-digit mobile phone number to opt-in to your loyalty program.

  4. They’ll receive a text message indicating they’ve been enrolled and, if applicable, earned their first point.

To enrol your customers from your Customer Directory:

  1. Head to the Customers section of your online Square Dashboard or Square app.

  2. Select or create a customer profile.

  3. Under the Loyalty section, click or tap Create Account.

  4. Enter the customer’s mobile phone number > Save.

Can my Loyalty program work for multiple locations?

If your business has multiple locations, you can create a loyalty program that works across any or all of them.

Can a customer redeem rewards through an online purchase?

Customers can redeem or earn rewards for transactions completed through your Square Online site. When completing a transaction on your business’ website, the buyer will need to enter in their mobile phone number to apply any accrued rewards to their transaction.

How do I redeem a reward that my customer has earned?

To redeem a reward:

  1. From the Square app, tap Rewards in your item library.

  2. Select the customer or enter your customer’s 10-digit mobile phone number to search for available rewards.

  3. Select rewards to apply them to the customer’s cart.

Your customer’s reward will be applied to the current sale, and you can finish the transaction as you normally would.

How does a customer meet the established amount in order to earn points?

The amount used to assess whether a customer earns a point is based on the total purchase amount before tax and tip.

When does an item not earn points?

Item-based rewards that have a reward applied will not earn points. Additionally, if you have a spend-based Loyalty program, you can exclude certain items or categories from accruing points. To do so:

  1. Log in to your online Square Dashboard and navigate to Loyalty > Settings.

  2. Select Edit next to the Eligible items and categories section. 

  3. Use the filter or search bar to locate items, and deselect any items you want to prevent from accruing points. Any items that are uncategorised will be located at the bottom of this list.

  4. Click Done.

If you exclude a category, then any new items you create in that category will automatically be excluded from accruing points as well. 

If your customer purchases items that are exempt from earning points within your program, let them know during the checkout process. 

Note: The option to exclude items from accruing points is only available for spend-based Loyalty programs, and is not available for visit-based, item-based or category-based programs at this time.

Can I manually adjust a customer’s Loyalty Points?

To edit a customer’s point count, locate their customer profile from your Customer Directory on your Online Dashboard or under Customers via the Square Point of Sale app and assign the correct number of points.

From the Square app:

  1. Tap More > Customers > Search for your customer by name or phone number.

  2. Tap ‘•••’ next to their Loyalty Summary > Adjust Status and adjust points using the Add Points and Remove Points buttons.

  3. Tap Save.

From your online Square Dashboard:

  1. Sign in to the Customers section of your online Square Dashboard > Directory.

  2. Search for your customer by name or phone number.

  3. Under Loyalty Summary, click the three-dotted Actions menu > Adjust Points and adjust points using the Add Points or Remove Points buttons, enter the number of points, select a reason for the adjustment, then Click Save.

Does Square automatically keep track of customers’ Loyalty points?

Square Loyalty integrates with the Square Point of Sale app and your Customer Directory to keep track of your customers’ loyalty status, including their loyalty points, rewards earned, redemptions and more.

Loyalty automatically accrues loyalty points for your customer if they pay by card. Your customer’s loyalty mobile phone number is linked with their payment card automatically. When a customer comes back and uses the same payment card to pay for the transaction, Loyalty automatically accrues points based on the linked loyalty mobile phone number.

Learn how to manage linked cards.

Can I edit my customer’s phone number associated to Loyalty?

You can update or correct a customer’s Loyalty mobile phone number from their Customer Directory profile.

To do so:

  1. Sign in to the Customers section of your online Square Dashboard.

  2. Search and select the customer in question.

  3. Next to Loyalty Summary click the three-dotted Actions menu > Update Phone Number.

  4. Save changes.

How do I merge two Loyalty customers?

You can merge two Loyalty customers. From your online Square Dashboard, click Fix Duplicate. Then merge your customers one at a time, or all at once by clicking Combine All Duplicates > Combine All.

Note: Merging customers will erase the points associated with each customer profile. You’ll need to manually adjust your customer’s Loyalty status from your Point of Sale app or online Square Dashboard. Learn how to adjust your customer’s Loyalty status.

How can I manage my customers’ linked cards?

If a customer accidentally links their mobile phone number to the wrong payment card, or vice versa, you can always unlink the two.

To unlink a customer’s payment card:

  1. Sign in to the Customers section of your online Square Dashboard > Directory.

  2. Search for your customer by name or mobile phone number.

  3. Next to Loyalty Summary click the three-dotted Actions menu > Manage Cards > Tick the box for each card you’d like to unlink.

  4. Click Unlink.

What is the difference between Paid By and Earned By on my customer’s receipts?

The name which appears after Paid By is the customer making the purchase, whereas Earned By refers to the name associated to the Square Loyalty account that earned the points.

What happens if my customer is missing points?

If a customer didn’t receive their points or didn’t enter their mobile phone number after a previous purchase, you can adjust their point status. To do so, locate their customer profile and assign them the correct number of points. To get started:

  1. Tap More > Customers and search for your customer by name or mobile phone number.

  2. Tap ‘•••’ next to their Loyalty Summary > Adjust Status.

  3. Adjust points using the Add Points or Remove Points button > select a reason for the adjustment and tap Save.

This can also be done from their Customer Directory profile in your online Square Dashboard.

Can I view reporting for my Loyalty program?

With Square Loyalty, you’re able to track the progress of your program right from your online Square Dashboard and from the Square app for iOS. In addition to the program details, you’ll be able to see every Loyalty visit and transaction associated with your rewards and a comparison of average visits and spending of loyalty and non-loyalty customers.

Do Loyalty points expire?

No, Loyalty points don’t expire.

I have a US phone number, can I enrol in an Australian merchant’s Loyalty program?

Yes, you can. You will receive text message notifications according to the Australian regulations.

Can my team access my Loyalty account?

With Square Team Management, you are able to assign your team members specific permissions to take certain actions on your Loyalty account. Permission sets include granting team members access to view Loyalty reporting, managing customer data and configuring your Loyalty program settings.

Team members can take action through the online Square Dashboard, a shared point of sale and your point of sale app. Loyalty permissions are broken down into the following categories and actions:

  1. Reporting: Viewing Loyalty reports, program performance and customer engagement metrics.

  2. Program Management: Viewing and editing Loyalty program settings and setting up Loyalty promotions.

  3. Customer Management: Viewing and editing Loyalty customers’ account information. Note: This permission requires the “View, edit, create and delete customer directory data” permission from the Customers permission group to be enabled.

To enable Loyalty permissions for your team members:

  1. Log in to your online Square Dashboard > Team.

  2. Select Permissions > Create Permission Set.

  3. Choose a permission set name and click Loyalty from the list. Select the permissions you would like to assign to the permission set.

  4. Click Continue > choose the device access points > click Save.

You can learn more about Team Management in our Support Centre.

Do refunds adjust a customer's Loyalty Balance?

Yes. See when Loyalty points will be removed automatically based on the loyalty program type and the refund type below:

Loyalty Program Type Full Refund Partial Item Refund Custom Refund Amount
Amount spent program All points will be removed. Points will be removed proportional to the amount refunded. Points will be removed proportional to the amount refunded.
Per Visit All points will be removed. Points will be removed if the amount is below the spending threshold to earn points. Points will be removed if the amount is below the spending threshold to earn points.
Per Item or Category All points will be removed. If an item that earned points is refunded, the points earned for that item will be removed. Otherwise points will not be removed. Points will not be removed.

For exchanges via Square for Retail Plus, points will be adjusted based on the items being exchanged. The adjustment is based on the Loyalty program settings at the time of the transaction. If no points were earned in the original transaction because no Loyalty customer was associated to the transaction, then there will be no adjustments to a Loyalty balance.

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