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Square Marketing FAQ

Find answers to commonly asked questions about Square Marketing.

Existing Campaign FAQ

What types of campaigns can I send?

With Square Marketing, you can send email and text message campaigns to your customers. Choose from one-time campaigns like coupons or announcements or automated campaigns like welcome blasts and birthday messages.

How do I create and send a campaign?

From your Square dashboard:

  1. Select Marketing > Campaigns.
  2. Click Create Campaign, then select the type of campaign you want to send.
  3. Customize your campaign, then save it for later or send it to your customers right away.

Can I use artificial intelligence (AI) to create email marketing content?

Yes — to create email content using AI:

  1. Sign in to your Square Dashboard and click Customers > Marketing.
  2. Click Create Campaign and select Email.
  3. Click any existing text block (header or body), or drag a text block into your template.
  4. Click Generate content.
  5. Add message details, instructions, or keywords to the prompt area.
  6. Choose the length and tone of your message.
  7. Click Insert to accept the copy for your email campaign, or click Try again to have AI generate a new version of your message.

Can I cancel Square Marketing campaigns?

You can cancel any automated marketing campaigns and blast campaigns with a coupon at any time. Update, Event Invitation, and Product Announcement blast campaigns can’t be cancelled.

To cancel a campaign:

  1. Visit Marketing in your online Square Dashboard.
  2. Select the Active campaign you’d like to cancel > click Cancel.
  3. Select whether you’d like to still honor unredeemed coupons, or cancel and invalidate them.
  4. Click Cancel Campaign.

Can I duplicate a campaign?

You can duplicate a previously completed campaign. To do so:

  1. Visit Customers > Marketing in your online Square Dashboard.
  2. Click Completed and select the campaign you’d like to duplicate.
  3. Click Duplicate in the upper-right corner.
  4. 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, please 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 Settings. To update your business name after sending a campaign, you can do so from the campaign header under Business Name.

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

Can I customize my campaign audience?

Once you choose a campaign objective and template you can easily customize your audience and hand pick which customers you want to send the campaign to. To get started:

  1. Go to Customers > 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. Customize your Square Marketing template default campaign colors, 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 selecting your campaign objective, you can adjust the group recipients by clicking Modify.
  6. Click Review Campaign.
Create, send, and track email marketing campaigns in minutes. Learn more about Square Text Message and Email Marketing in the Seller Community.

Payment FAQ

Can I add my Square Online Coupons to a Marketing campaign?

Yes! You can use the coupons from your Square Online site in your marketing campaigns. After you have created a coupon for your Square Online site, you can share the coupon to your customers with Square Marketing. To do so:

  1. Go to Customers > Marketing in your online Square Dashboard.
  2. Select Offer A Coupon > Design Campaign.
  3. Click Unique auto-generated code on the image of the coupon in the campaign preview on the left.
  4. Select Online use on the right side menu and input the Square Online coupon code you created under Coupon Code.
  5. Fill in the rest of the details of your coupon just as you did in your Square Online site. Note: if you fill out any of these details differently than when you set up your original coupon in Square Online, these changes will not affect the terms of your coupon. To edit any details of your coupon, visit your Square Online Overview page.
  6. Once you’ve finished setting up your coupon campaign, click Select Audience in the top right.
  7. Select your coupon campaign audience. You can also choose to share your campaign on Facebook with free posts or paid advertising to
    expand your audience.

Once you launch your campaign, customers will receive an email with your Square Online coupon code, which is only redeemable online.

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

There are two ways your customers can redeem their rewards:

  1. Rewards need to be applied manually to a sale by looking up the customer’s associated receipt email address or 6-digit reward code. Your customer can locate the email address or 6-digit code associated with their reward in the email they received. They’ll need to present this information to you at checkout so you can locate and apply the reward.
  2. Your customer can elect to tie the reward directly to the payment card they last used at your business. The reward will be automatically applied when they use that same payment card during their next visit. If you have trouble, ask the customer for their 6-digit reward code or email to apply the reward manually.

Learn more about applying rewards.

Why is my customer seeing a pending charge on their bank statement for the full sale amount instead of the reward price?

When a reward is redeemed, Square will authorize a payment card for the full sale amount before the reward is applied. Some banks reflect this activity as a pending charge. These are not actual charges, but simply Square verifying that funds are available. Your customer will see the discounted sale amount posted to their account in the next few days.

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

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

Can I send coupons outside of the Email Marketing or Text Message Marketing subscription?

Yes, with the vanity code coupon builder, you can create coupons to promote your existing social media channels without subscribing to
email marketing or text message marketing campaigns.

To get started:

  1. From your online Square Dashboard, go to Customers > Marketing.
  2. Click Coupons > Create Coupon.
  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.

You can view all of the vanity code coupons you created in the coupon builder in your online Square Dashboard by going to Marketing > Coupons. There, you can see the 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. From your Square Dashboard, go to Customers > Marketing > Coupons.
  2. Select the coupon and click ••• > Preview.
  3. Click Copy Code.

Integration FAQ

Why can’t my customers using Outlook see my campaign’s images?

Unfortunately, since Outlook doesn’t support the same formatting standards as most other email clients, images from your campaigns may not populate correctly for customers using their services.

Most popular email clients do support our standard formatting, so the majority of your customers are able to see your campaign’s images.

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.