The transaction has to process to remove the reward from the customer's profile. You should add the item itself, the dog bath that will be free, to the transaction and then press charge which should be $0.

Ok, so new button which had $0 attached to it, add it, and charge. Got it. Thanks. 

Err - not exactly.

So when you set up your Loyalty Reward for it to be a Free Item, that's usually attached to an actual existing item. So for you it's a free Dog Bath - so that should be attached to your item Dog Bath.

So when someone comes in to redeem that reward, you should add Dog Bath to the transaction and Redeeming their Reward. This should make the total come out to $0. You then tap Charge $0 and hit $0 cash to complete the transaction.

You can also go into Loyalty and click Edit Program and click through to Reward to check what the item it's attached to is, and change it if needed.

I have 3 different prices for bath depending on size. (25,30,40) So it seems easier to just have a button for free bath, put a value on it and then have the reward equal that value? 

That also works! - You can make the reward equal that value, or just make it a Free item and attach it to that Placeholder Item in the Edit Loyalty Rewards section

I could not find a contact info email so I am asking here.  Yesterday I was shorted $1.80 on my sales.

Marie, The Sewing Basket 801-980-9150

Hello @WagBend, this sounds really weird! Currently you can't adjust how long it takes for the customer display to fade out. 

By chance could you take me through your check out flow? I'm a little confused with how the customers are inserting their cards into the reader and not being charged. Are they removing their card before it's finished processing? 

I'll keep an eye out for your reply! 

I belive so. So it says remove card, they do. We are very talkative with our customers about their dogs day and such, so if they don't sign right away, the screen fades out and we have no way of knowing on our screen what they are doing. So we don't know if they have signed or not. So because they didn't sign in enough time, the transaction gets cancelled.

We are very close with our customers, we talk a lot, and I mean a lot. People come and just hang out with us in the lobby talking about everything. 

Wasn't sure if the customer screen should stay on until we ok it, or we can see them signing on our screen (mirror theirs).

If you need me to email pics of what we are looking at, let me know.

Thanks!

Justin

I'll echo the need to see what the customer does on the main display. For example, we hide our receipt printer under the counter so we may not know if the customer has chosen to print a receipt and to get it for them.

Thanks for explaining @WagBend! It's awesome that you have such a close relationship with your customers! It's funny because I can relate on the opposite end. I have a favorite pizza place by my house called Zachary's and I stop in to talk with the staff, because I consider them as friends at this point. Needless to say I spend a lot of time there. 😀 🍕

I'll make sure to pass your feedback along to our Square Register Team, regarding the time out for the Customer Display. 

I did some testing on our Square Register in the office and we don't have the ability to mirror what the customer sees, but it will tell you which step the customers on during a transaction. It will be displayed on the cashier screen and a typical order is Card Processing > Approved Customer prompted to remove card > Customer is Selecting a tip> Customer Signing. 

This message will be displayed on the cashier side until the customer has signed or if you decide to cancel the transaction. The order of the prompts can be a little different if you're subscribed to Square Loyalty or have email collection turned on. 

I definitely see how the receipt could be tough, since if the customer selects print it just prints out the receipt @douglsmith. I'll make sure to share this feedback as well!  

Thanks very much

We ended up taking the customer screen off and laying it beside our register. Had over $100 walk out yesterday. 

Customers might not be hitting done or hitting cancel. Trying to get more training in with my crew so they understand what’s going on. 

Sorry to hear that @WagBend! Both Evan and Sara are taking all of these feature requests from this Q&A and giving them a hard look. We've heard how the customer displaying timing out is a problem for a lot of different folks so hopefully we can find a solution for it. I do think that training your crew to be especially sensitive about getting that signature or customer to close out will help in the short term though. Thanks for this suggestion! 

uggg, moved the customer screen beside where we can watch, and then some customers asked about the loyalty propram we set up and as I spit out 2 sentences about a free bath, the screen times out and they can't enter their info. 

The screen time out is frustrating. There is no way to adjust the time on the customer side? 

Unfortunately there isn't at this time, but the team is exploring options as I mentioned previously!