Loyalty: How do I remove a customer from my Loyalty program?

[Stellar732]

I have a long-time customer who has decided that she DOES NOT want to be part of the loyalty program. How do I remove the loyalty program from her profile?

Other messages I've seen here on the community state that I must DELETE the customer??? I do not want to do that, just want to un-enroll her from the Loyalty program.

Thanks

[ryanwanner]

Not sure if this will do the trick or not, but you can unlink the credit card used to enroll in loyalty (and earn subsequent points) by going to the customer's info screen on the web dashboard.

Click the "..." next to Loyalty and choose Manage Cards. In theory, this will remove them from the loyalty program.

Alternatively, I believe there's a way for the customer to reply something to the loyalty texts to stop the program. I'm not sure what that is though...

[Stellar732]

@ryanwanner, Thank you for those suggestions. This customer is geriatric, uses only her phone number and writes a check. Your suggestions are important for the future. Thank you!

[Helen]

@Stellar732 @ryanwanner Currently, to unsubscribe a customer from your Loyalty program you do have to delete their profile from the Customers section of the app or Dashboard.

However, I checked in with the Loyalty team about this for and they are actively working on improving this! As soon as we have more details to share we'll let you know here. 

[Stellar732]

@Helen, Thank you for your reply and for sending this suggestion up to the team. It ought to be just as easy to enroll someone as it is to remove them from the program. I'm not inclined to lose almost four years of customer information just because a person was accidentally enrolled, or they've changed their mind.

[Helen]

I totally agree @Stellar732! I'll keep an eye out for updates for you, it's definitely on the radar.

Also yes thank you for your suggestions @ryanwanner! 

[LL]

How do I take someone out of  loyalty program .  We want people that have our rewards card only to be in the loyalty program. Don’t want them  automatically signed up .

[Helen · Accepted solution]

Hello @LL To remove a customer from your Loyalty program: 

1. Sign in to your online Square Dashbaord > navigate to Customers.
2. Search for the customer > click on their name.
3. From the right-hand side scroll down to Loyalty Summary > click the three dots to the right.
4. Click Delete Account > confirm that you want to delete the Loyalty profile (this can't be undone).

This will only delete the customer's Loyalty account - their customer profile will still be visible afterwards! 

I'm also moving this over to an existing thread so I can share this update with everyone there too. 😀

[colorsofglass]

It would be very beneficial to us if we had the ability to opt a NEW customer in/out of the Loyalty Program when ringing up their first order. We do want all of our customers to return but there are most that return often and make smaller purchases on a regular basis for the supplies we sell, and then we have customers that make very large one time purchases on custom work that we manufacture.

Maybe we could offer a choice of programs?

[nika]

@colorsofglass Your new customers are always able to opt in to your loyalty program. If they make a qualifying purchase, they'll be prompted to enter their phone number, and they can choose to enter it or not.

I'm not sure how you have your program set up, but it sounds like you might want to consider setting up a dollar based program. That way, you're able to put a limit on how many points your customers can earn based on the amount they're spending, and not what they're purchasing.

You can also contact one of our Loyalty specialists to get their advice on how to set up your program as well!

[midtowncoffee]

I received a call from a customer who got a text from my business about loyalty rewards. My staff members say this is something that is automatic when it links to a card and I am not finding a way to turn off this feature. I do not work in the business day to day so I do not know how it works as well but hoping I can find a solution.

[Joe]

Hi there, @midtowncoffee 👋 Thanks for reaching out to us here on the Seller Community! Stoked to have you in the fold.

Removing customers from the Loyalty program can be done on an individual basis. I would take a look at Helen's Best Answer for more clarity on this process.

I've gone ahead and merged your post into an existing thread of Sellers also asking about this feature.

Let me know if you have any questions! I am here to help.