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Square Loyalty FAQs

Setup and Cost

How can I get started with Square Loyalty?

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

To set up your Loyalty Programme:

  1. Log in to Customers > Loyalty in your online Square Dashboard. If you’re on the Square Point of Sale app, tap More > Add-ons > Loyalty

  2. Select your programme terminology and programme type.

  3. Select your reward type from the dropdown.

  4. Choose the reward value and enter the discount that will be applied for the reward.

  5. Select Finish once you’ve completed setup. If needed, you can update the parameters of your Square Loyalty programme at a later date.

How much does it cost to use Square Loyalty?

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

Note: If you signed up through the Add-on Library in your Square Point of Sale app, you are given a 30-day free trial for your Square Loyalty programme. You will need to add a subscription payment method for your Square Loyalty programme within the 30-day period from the Pricing and Subscriptions section of your online Square Dashboard. If a payment method isn’t added, your Square Loyalty subscription will expire and both new and existing customers will be prevented from participating in your programme.

How many rewards can I create for my Loyalty programme?

You can create up to 15 unique reward types for your Loyalty Programme, each with different values, types or parameters. Each reward name can be up to 100 characters, but we recommend keeping reward names around 50 characters for better display options across different platforms and devices for you and your buyers.

Learn more about creating a loyalty programme with Square.

Can my Loyalty programme work for multiple locations?

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

Enrol Customers

How do I enrol a customer into a Loyalty Programme?

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

  • 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. Note: If using Square Register, customers can enrol via the buyer-facing display prior to completing a transaction.

  3. Your customer enters their phone number to opt in to your loyalty programme.

  4. They’ll receive a text message indicating they’ve been enrolled and, if applicable, earned their first star, along with a link to view their loyalty programme status.

  • 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.

You can also enrol customers in your Loyalty programme with a special QR code poster at your point of sale for customers to scan. When a customer scans the QR code from their mobile device, they will be taken to an information collection page where they can provide their email address and/or phone number to enrol.

Download your QR code poster from your Square Dashboard. To do so:

  1. Navigate to the Loyalty tab of your online Square Dashboard.

  2. Select Promotions > In-Store Loyalty Enrolment

  3. On the next page, customise your in-store signage > click Print

  4. Place the poster near your point of sale so customers can easily scan the QR during checkout. 

Note: Square’s information collection form helps you comply with GDPR.

Take a look at the Enrol your Loyalty Customer tutorial in the Point of Sale App to see what your customers will need to do to enrol in your Loyalty Programme.

  1. Select More > Support.

  2. Select Tutorials and Tours and choose Enrol a Loyalty Customer.

  3. Swipe through the slides in the pop-up screen to learn how your customers can enrol in your loyalty programme.

You can also automatically prompt customers to sign in to or sign up for your Loyalty programme during checkout by following the steps below.

On Square Terminal and Square Point of Sale for iOS and Android:

  1. Tap More > Settings.

  2. Select Loyalty and toggle on Customer check-in on customer display.

If using Square Register:

  1. Tap More > Settings.

  2. Select Loyalty.

  3. Toggle on Show check-in screen at start of transaction. Ensure that the Enable Loyalty on this device option is toggled on in order to update the settings on your device.

When making a purchase through your Square Online site, customers can also enrol in your Loyalty Programme by providing their phone number during the checkout process.

How can customers enrol in Loyalty after a sale?

To ensure your customers receive their invitations:

  1. Visit Customers > Loyalty in your online Square Dashboard > Settings.

  2. Toggle on the Send Reminder Emails setting.

Earning and Redeeming Points

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 tip and after tax.

When does an item not earn points?

Item-based rewards that have a reward applied will not earn points.

Can a customer earn Loyalty points with Clearpay transactions?

Yes! If your customer has joined your Square Loyalty programme, they’ll receive the corresponding Loyalty points for their entire Square Online transaction. Loyalty rewards, gift cards and vouchers can all be used in conjunction with Clearpay, so long as the remaining basket balance is still within the eligible purchase range.

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. You can also add the customer to the basket and any available awards will appear during checkout.

  2. Enter your customer’s phone number to search for available rewards.

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

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

Which points will customers redeem first?

When customers redeem their loyalty points, they will always use the points that will expire the soonest.

How can I change when points expire?

To update or add a point expiry to your current programme:

  1. Navigate to the Loyalty section of your online Square Dashboard and select Settings.

  2. Under Earning Points locate Expiration > click Edit and select whether you’d like your points never to expire, or select after how long until you’d like for them to expire.

  3. Click Confirm.

Changes to point expiration will only impact future points earned. Customer’s existing points will expire based on the expiration settings at the time of earning. Customers will be notified 14-16 days before their points expire. 

How can I see when a customer’s points expire?

You view when a customer’s points expire in the online Square Dashboard and from your Square app.

In your online Square Dashboard:

  1. Go to your Customer Directory and select a customer.

  2. Under Loyalty in the customer’s profile, click the three horizontal dots.

  3. Click View Expiring Points to view total points that will expire for that customer.

From the Square app:

  1. Go to the More > Customers section and select a customer.

  2. Under Loyalty in the customer’s profile, click the three horizontal dots.

  3. Click View Expiring Points to view total points that will expire for that customer.

Can I manually adjust a customer’s Loyalty points?

To edit a customer’s point count, locate their customer profile from your online Square Dashboard or 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 status > Adjust Status.

  3. Adjust points using the + / - signs.

  4. 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, click Edit above the status bar and adjust points using the + or - signs > Click Save.

What if my customer is missing points?

If a customer didn’t receive their points or didn’t enter their 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 phone number.

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

  3. Adjust points using the + or - signs and tap Save.

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

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 phone number is linked with their credit card automatically. When a customer comes back and uses the same payment method to pay for the transaction, Loyalty automatically accrues points based on the linked loyalty phone number. Learn how to manage linked cards.

Customers and Refunds

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

You can update or correct a customer’s Loyalty 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 Personal Information tap Edit > Update their 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 do customers check their Loyalty status?

Once your customer has enrolled in your Loyalty programme, they’ll receive a welcome SMS notification with a link to their status page. From there, they’ll be able to view their progress, earned rewards, linked payment cards and activity.

With the Loyalty in Receipts feature, customers can also view how many points they have just earned by looking at their receipt once they have made a purchase. They can also click on their personal Loyalty Status page link on their receipt for more information about the Loyalty programme, including available rewards and historical Loyalty activities.

Note: Loyalty points earned are only available on digital receipts and do not appear on printed receipts.

How can I manage my customers’ linked cards?

If a customer accidentally links their 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 phone number.

  3. Click the three-dotted Actions menu > Managed Cards Linked Loyalty > Tick the box for every card you’d like to unlink.

  4. Click Unlink > Confirm Unlink.

Note: Customers also have the ability to unlink themselves directly from their Status Page by following the link received via text message when they enrolled into Loyalty.

Do refunds adjust a customer’s Loyalty Balance?

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

Loyalty Programme Type Full Refund Partial Item Refund Custom Refund Amount
Amount spent programme 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 refunded is below the spending threshold to earn points. Points will be removed if the amount refunded 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, points will be adjusted based on the items being exchanged. The adjustment is based on the Loyalty programme 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.

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 with the Square Loyalty account that earned the points.

Reporting and Team Access

Can I view reporting for my Loyalty Programme?

With Square Loyalty, you’re able to track the progress of your programme directly from your online Square Dashboard and from the Square app for iOS. In addition to the programme 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.

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 programme 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, programme performance and customer engagement metrics.

  2. Program Management: Viewing and editing Loyalty programme 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 > Staff > 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.

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