Manage Your Square Loyalty Program

Once you’ve created your Programa de fidelidad de Square, you’ll be able to monitor your program right from your Square Dashboard.

View a Customer’s Loyalty Status

Square Loyalty integrates with the Square Point of Sale app and your Directorio de clientes to keep track of your customers’ loyalty status. View a customer’s loyalty status from their profile activity feed to see when they enrolled, points and rewards earned, redemptions, and more.

A customer’s activity feed will reflect the following loyalty events:

• Enrolled in Loyalty: Customers are enrolled in your loyalty program by entering their phone number after an eligible purchase.

• Earned a Point or Reward: See how many points and rewards were earned and at which locations.

• Manually Added/Removed Points: See if a customer’s points were adjusted.

• Automatically transferred balance of points: Customers who may have inadvertently created multiple loyalty profiles have them automatically merged by our system to prevent lost points or rewards. For example, if they used the same card twice but accidentally entered the wrong cell phone number, we’ll pick up on it and fix it for you. Read more on how to combinar el perfil de un cliente.

• Signed up for the Mailing List: See when a customer signs up for your mailing list and if they did so in return for points. When you enable the Recabar contactos feature in Square Loyalty, new customers will receive an SMS message offering an additional amount of points in exchange for their email address.

• Reward Redeemed: See when customers redeem an earned reward and at which location.

Update a Customer’s Loyalty Phone Number

Update or correct a customer’s Loyalty cell phone number from their Customer Directory profile.

To do so:

1. Sign in to the Customers section of your Panel de Datos Square en línea.

2. Search and select the customer in question.

3. Next to Personal Information tap Edit > Update their cell phone number.

4. Save changes.

Merge a Customer’s Loyalty Profile

If a customer enrolls in your program using more than one phone number, they’ll earn points on duplicate customer profiles. To fix this, you can merge the two profiles and select a phone number for their loyalty program participation going forward.

To do so:

1. Sign in to the Customers section of your Panel de Datos Square en línea.

2. Click Select > Tap the customers in question and click Merge > Continue. Make sure you select the customer’s accurate phone number in case they have more than one.

3. Confirm your changes by clicking Merge.

Merging customers that each have Loyalty accounts associated with them will combine the earned points.

Note: Both profiles being merged must be enrolled in your loyalty program in order to select the correct phone number.

From here, ensure the customer uses the same phone number they enrolled with when claiming a loyalty point going forward.

View and Void Rewards and Coupons

Scroll to the Rewards section of a customer’s directory profile in your online Square Dashboard to see earned coupons and rewards, and to void any if needed.

To manually void a coupon:

1. Sign in to the Customers section of your Panel de Datos Square en línea > Directory.

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

3. Scroll to the Coupons and Rewards section of their profile, click Manage.

4. Check the box for each coupon you’d like to void.

5. Click Void > Confirm Void.

View Loyalty Points and Rewards in Current Sale

You can view the number of points your customer will earn before you finalize the transaction, during the checkout process in the Current Sale section. To make sure your customers are able to view the points earned in a purchase, you’ll need to add them to the transaction.

Redeem Rewards

In case your customer has enough points to redeem a reward, Reward Available will be prompted on the current sale before finalizing the transaction. You can add the reward to the current sale by tapping Reward Available and selecting the reward you would like to apply.

Customers with available rewards paying with a card linked to their Loyalty account will see a reward redemption screen at checkout that allows them to select from their available rewards and apply them to their transaction. This is currently available for payments processed on Square Register, Square Terminal, and the Aplicación Punto de venta Square for iOS and Android devices. 

Note: If the customer is paying with a new card, this screen will not show up and their available rewards can be redeemed by tapping Redeem Rewards from the Item Library.

Buyer Check-In

With Square Register, buyers are given the option to check-in on the customer display during their purchase in order to redeem their rewards. Once they provide their phone number, they can check-in to receive points towards a future reward or redeem available discounts.

If you wish to disable this feature:

1. Tap the switcher at the top of your Register.

2. Press Settings > Loyalty.

3. Toggle off the Customer check in on customer display option.

Note: This feature is only available on Point of Sale for Square Register at this time. It is not yet available for Square para Tiendas or Square para Restaurantes.

Manage Reward Redemption

You can turn off the reward redemption screen from your Square Point of Sale app.

To do so:

1. Navigate to Settings in your Point of Sale app.

2. Tap Loyalty > Toggle Show Reward Redemption Screen to off.

Your customers will no longer see the reward redemption screen.

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 them the correct number of points.

From the Square app:

1. Tap Customers.

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

3. Scroll down to Loyalty Program and tap on the three-dotted Actions menu > tap Adjust Points.

4. Tap Add Points or Remove Points and enter the value. Select the reason for changing points.

5. Tap Save.

From your online Square Dashboard:

1. Sign in to the Customers section of your Panel de Datos Square en línea > Directory.

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

3. Under Loyalty Program, click on the three-dotted Actions menu > click Adjust Points.

4. Click Add Points or Remove Points and enter the value. Select the reason for changing points.

5. Tap Save.

Note: Your customers will not be automatically notified of the changes made to their loyalty program.

For any edits, please communicate this with your customer directly by following the above steps on your app or Dashboard to navigate to the Loyalty Program menu > Send Status > Press Send. This will send an SMS to your customer with their currently loyalty balance.

Refunds & Updating Loyalty Status

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

For exchanges processed on 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.

Manage Your 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. If you’re not sure which phone number a card was linked to, you can search for the payment in the Transactions tab of your Panel de Datos Square en línea using the last 4 digits of the payment card, then clicking Paid By in the payment details to find the customer profile. You can also search for a customer’s profile using their full phone number.

To unlink a customer’s payment card:

1. Sign in to the Customers section of your Panel de Datos Square en línea > Directory.

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

3. Click the three-dotted Actions menu > Managed Cards.

4. Check the box for each of the cards you’d like to unlink.

5. Click Unlink > Confirm Unlink.

Edit Your Loyalty Program

You can update your Loyalty program anytime with no affect on your customers’ existing, earned points.

To edit your Loyalty Program:

1. Navigate to Settings in your Panel de Datos Square en línea.

2. Click Edit on the section you’d like to modify.

3. Make your changes and tap Save.

If you edit your program:

• Changes will apply to previously-issued points going forward. For example, if a customer had three of five points and you change to a ten-point program, they will now have three of ten points. Please make sure your customers and cashiers understand the impact of these changes.

• Changes to reward settings will not impact previously-issued rewards. For example, if a reward was originally 10% off an item and you change to 20%, previously-issued rewards that haven’t been redeemed won’t be updated from 10% to 20%.

Once you have your Loyalty Program set up, you can manage the number of points your customers have directly from the Square Point of Sale App or online Square Dashboard, so you’ll never have to worry if your customer misses a point.

Note: You must warn your customers 30 days before you make any changes to your Loyalty program. Square will show you a message every time you make a change to your program, but we don’t notify your customers.

Some ways in which you can notify your customers can be placing a notice at your register, telling your returning customers as they visit your business, or if you have their contact information, you can reach out to them directly and inform them.

In case you manually deduct points from your customer’s profile, they will receive a text message informing them of this change.

Exempt items from accruing points

If you set up 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 uncategorized 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. 

Once you finish updating your Loyalty settings, the changes will apply to all future transactions. These changes aren't retroactive—so they won't apply to transactions that have already been processed. If your customer purchases items that are exempt from accruing 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.

Set Up a Loyalty Status Page

By default, customers can view their Loyalty status in Cash App via a SMS notification. In the Activity tab of Cash App, customers can see their accrued points, earned rewards, and transactions with your business. If a customer does not have Cash App, their SMS notification will prompt them to download Cash App through Google Play or the Apple App Store. 

If you do not want your customers to be directed to Cash App to view their Loyalty status, you can disable this feature directly from your online Square Dashboard:

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

2. Click on the Settings tab and toggle OFF Enable Cash App Integration.

3. Press Save. 

If this integration is turned off, customers will be directed to an online Loyalty status webpage where they can view their Loyalty status details. The Loyalty status page is a unique link you can share with your customers via SMS, which allows them to use their phone number to check their loyalty status at your business. New customers will also be able to enroll in your loyalty program. 

You can add your Loyalty status page anywhere you like. We recommend adding it to your website and social media pages, and letting your customers know they can check their status there.  

To view and share your Loyalty Status page:

1. Navigate to the Loyalty section of your Panel de Datos Square en línea and select Promotions.

2. Under Loyalty Status Page you will be able to view or copy the link of your business’ Loyalty status page. 

Note: In addition to viewing Loyalty status from their Loyalty Status page, customers can view how many points they earned just by looking at their digital receipt once they have made an eligible purchase. Customers can click on the Loyalty Status page link on the receipt for more information about the Loyalty program, including available rewards and a record of their Loyalty activities.

Modify Points Expiration

To update or add a point expiration to your current program:

1. Navigate to the Loyalty section of your Panel de Datos Square en línea 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 you’d like 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.

Expiration will be implemented at the end of the month on the last month of the expiration policy.

For example, if the program has a 3 month expiration policy then when a customer earns 100 points on November 1st 2018, their points will expire on February 28th 2018.

View Expiring Points

You can view a customer’s expiring points from your Customer Directory and the Square app. To do so:

Go to your Directorio de clientes and select a customer.
Under Loyalty in the customer’s profile, click the three horizontal dots.
Click View Expiring Points to view total points that will expire for that customer.

You can also view a customer’s expiring points from the Square app:

Go to your Customers Tab and select a customer.
Under Loyalty in the customer’s profile, click the three horizontal dots.
Click View Expiring Points to view total points that will expire for that customer.

Customize your Sign in Screen

You can edit the way your Loyalty sign in screen shows on your Square Point of Sale for iOS. You are able to turn off the Loyalty screen for non-qualifying transactions, customize the display time of the Loyalty sign-in screen, or turn off the Loyalty sign-in screen completely.

To locate these settings:

1. Log in to your Square Point of Sale.

2. Select Settings on the left sidebar.

3. Select the setting you would like to adjust for your Loyalty Program.

View Suspicious Activity

You are able to identify potentially suspicious activities happening with your Loyalty program. By default, the Square account owner will receive a daily email if any Loyalty account has more than 5 loyalty transactions per day.

You can view any suspicious activity from your online Square Dashboard.

To do so:

1. Navigate to the Loyalty page of your Panel de Datos Square en línea.

2. Click on Activity > Suspicious Activity.

Your customer will appear as flagged on the Suspicious Activity page in your online Square Dashboard when their daily loyalty transactions meet or exceed the defined threshold.

Edit Suspicious Activity Settings

You can change the number of transactions which cause an email to be sent out directly from your online Square Dashboard.

To do so:

1. Navigate to the Loyalty page of your Panel de Datos Square en línea.

2. Click on Settings and scroll down to Suspicious Loyalty Activity.

3. Edit the number of loyalty transactions it will take to trigger an email to be sent out. Note: This number can’t be lower than 2.

Note: This action is not retroactive.

Turn Off Suspicious Activity Monitoring

You can turn off monitoring suspicious activity for your business directly from your online Square Dashboard.

To do so:

1. Navigate to the Loyalty page of your Panel de Datos Square en línea.

2. Click on Settings and scroll down to Suspicious Loyalty Activity.

3. Toggle Suspicious Activity to Off .

Note: This action is not retroactive.

Assign Team Members Loyalty Permissions on your Account

If you want to allow team members to take action on your Loyalty account on your behalf, you can assign them conjuntos de permisos through Square’s Administración de equipos service. Actions that you can allow your team to take range from viewing Loyalty reports, managing customer’s Loyalty data, and configuring your Loyalty program settings

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 Panel de Datos Square en línea > 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 Centro de Atención al Cliente.