OneOne Infinity Loyalty System

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1 Arch User Guide ver. 25 Classification: Document History Date Version Changed By Details Michelle Lategan Created Document Michele Lategan Updated Document Michelle Lategan Updated Document Michelle Lategan Updated Document Document Version 1.3 Table of Contents Page 1 of 25

2 Table of Contents Overview... 3 Obtaining a loyalty card... 4 Creating a debtor group... 4 Creating a Loyalty Message... 4 Till point transaction... 5 Payment with cash back received... 8 Payment towards Saving Stamps (Cash Received on Account)... 9 Entering Card information during the purchase transaction Redeeming Voucher at till point Viewing Cash-in value available for redemption Redeeming CashBack from the loyalty balance Short tendered Exceeding the transaction limit when redeeming a voucher Setting up Debtors as OneOne Loyalty Members Charging Debtor Accounts Debtor Saving Stamps Payments Receiving Cash Back on Debtor account without presenting Loyalty Card Setting up special deals, competitions and token rewards Loyalty Card Report in Arch Tree Document Version 1.3 Table of Contents Page 2 of 25

3 Overview OneOne infinity group is a Loyalty Scheme which interfaces with Arch Cash Registers, allowing store owners to draw customers back to their stores based on Cash Back Incentives which are loaded onto a member card system. The benefits of this system for the store is repeat business, and for the customer, they have a loyalty system by which they receive Cash Rewards loaded onto their cards, which they can use like a debit card in store as tender on purchases made as well as at other participating stores in a franchise setup environment. For the retailer the benefits are profit increases in terms of growth in revenue (bigger basket size per customer), building a customer database which can be used to channel marketing and the cashback (discount) which cannot be withdrawn, but only redeemed when purchases are made. The aim of this user guide is to assist the users in the correct procedure when using the loyalty card at the till point. This includes receiving and loading a payment on the card for a customer. The term Saving stamps has been allocated to the receiving and storing of money on the card. It also includes redeeming the saving stamps or the cashback when the customer tenders a payment for purchases. This guide also aims to explain how to print token slips which will encourage nonmembers to join or at the very least assist the retailer in obtaining contact information of nonmembers. Document Version 1.3 Table of Contents Page 3 of 25

4 Obtaining a loyalty card The customer can use the OneOne Kiosk to obtain a card and register as a loyalty member. Otherwise the store manager can assist customers. Basic information needs to be provided by the customer. Creating a debtor group A Debtor group needs to be created in Arch for loyalty members, but the merchant will receive assistance with this when they sign up for the OneOne Infinity Loyalty program. For more information on setting up Debtors, refer to the Debtors user manual. Note that this Debtor Group will be used to differentiate between normal Debtor transactions and OneOne Loyalty transactions in Arch, since the cash register makes use of a Temporary Debtor created in Arch with a Debtor Number of Creating a Loyalty Message A loyalty message can be set to appear on the screen at the Till point. The user needs to go to Options > Branch Setting Tab. The message can be entered into the Loyalty Message field. The messages which will appear on the till and customer screen will be provided by the OneOne Infinity Group. Document Version 1.3 Table of Contents Page 4 of 25

5 Till point transaction Card Authentication When the cashier starts with a new transaction a pop up will appear on the till screen prompting the cashier to ask the customer whether they are loyalty members or not. Once the appropriate choice was made, the cashier can continue to ring up the purchases. There are four options, namely to swipe or scan the loyalty card or to input the card number manually. There is also a choice for No Card if the customer is not a loyalty member or if the customer does not have their loyalty card with them. Arch till points only allows for scanning or manual inputting of card details. Once the cashier has scanned or manually entered the card details. The system will take a few seconds to go through a validation/authentication process. Document Version 1.3 Table of Contents Page 5 of 25

6 If the system is off-line the Authentication will not take place. The loyalty member however, will still receive their cashback, once the system is online again. Card holder details The Infinity Loyalty information will appear on the cashier s screen, as well as the customer s screen. The information on the screen is as follows. Document Version 1.3 Table of Contents Page 6 of 25

7 Card number Name Saving Stamps CashBack Balance The number on the loyalty card The name of the card holder Money paid into the loyalty account by the customer Available cashback amount accrued over time by using the loyalty system If the cashier has to manually input the card number it would be worth him/her repeating the name which appear on screen to ensure that they did not make a mistake and input the wrong number. The customer will lose their cashback if they do. The cashier can now select continue and can start with the transaction. On the till screen the Temporary Debtor which was created for OneOne Infinity Loyalty will appear at the top of the log screen. If the card holder details is not available the display screen will prompt the user to Continue Document Version 1.3 Table of Contents Page 7 of 25

8 Payment with cash back received Customers will find balance information for CashBack and Saving Stamps at the bottom of the till slip. However, the information will NOT include the transaction which was just completed. The value of the transaction can take up to 24 hours to reflect. The CashBack amount is agreed between the store owner and OneOne infinity. Document Version 1.3 Table of Contents Page 8 of 25

9 Payment towards Saving Stamps (Cash Received on Account) There is an option for loyalty members to load money onto their loyalty card and the balance will display under the Saving Stamp Balance. This is often called Gift Loading. In order to load the payment, the card details needs to be entered and on the till the R/A button needs to be selected. The amount added to the account needs to be entered and the payment type selected. On the log screen it will display as Payment Received. The amount in the Saving Stamp Balance can be used to pay for future purchases. * The transaction cannot take place during redemption. It has to be done as a separate transaction, with or without a purchase. Document Version 1.3 Table of Contents Page 9 of 25

10 Entering Card information during the purchase transaction It may happen that a loyalty member cannot find their card initially and the cashier starts to ring up the items. Half way through the transaction the member then produces the card. The details can still be added to the transaction.if the cashier wants to add the information, they need to select the Customer Details button on the screen. A pop up will appear for Customer and Delivery Details. The Add Loyalty Details button needs to be selected and the loyalty member s card can be swiped, scanned or the details manually added. Document Version 1.3 Table of Contents Page 10 of 25

11 On the log screen the Debtor line will appear. The cashier can continue to ring up more items. The cashback will still apply to all items, regardless of when the card details were added during the transaction. Document Version 1.3 Table of Contents Page 11 of 25

12 Redeeming Voucher at till point Loyalty customers have the option of using their CashBack or Saving Stamps to pay for goods at the till point. Viewing Cash-in value available for redemption When the customer wants to redeem using his/her CashBack or Saving Stamps, but cannot remember their balance available, it can be viewed at the till point. In order to view the balance which can be redeemed, the cashier will choose the voucher button on the till screen. A pop up will prompt for a manual or loyalty voucher. The loyalty voucher option needs to be selected. The cashier will not enter any amount, but only select the voucher button on the till screen. A pop up will prompt for a manual or loyalty voucher. The loyalty voucher option needs to be selected. Document Version 1.3 Table of Contents Page 12 of 25

13 The infinity pop up message will appear, informing the customer and the cashier of the available balance of the customer and the maximum allowed to redeem. The amount the customer wants to redeem can now be entered and the PAY button selected or the Tender Maximum button can be selected and the entire balance of the cash back will be used as tender for the transaction. Redeeming CashBack from the loyalty balance After the cashier selected Subtotal (ST), the agreed amount the member wants to tender needs to be typed in and the voucher button needs to be selected. If the full amount is tendered, the transaction will be completed once the voucher button was selected. Document Version 1.3 Table of Contents Page 13 of 25

14 Short tendered It may happen that the total amount of the purchases is more than the balance on the customer s loyalty account or that the customer does not want to redeem the total balance or that there is a limit to how much can be redeemed within the store. In this case the cashier will follow the normal steps, but once the amount has been entered a message will appear informing the cashier that the amount is a short tender. Document Version 1.3 Table of Contents Page 14 of 25

15 The normal cash off procedure should be followed. * Note that the deduction of the balance during tender is set up to first redeem from the Saving Stamp balance and then thereafter from the CashBack balance. Exceeding the transaction limit when redeeming a voucher It is best practice to set a limit on the amount which can be redeemed per transaction. The default limit at present is R150. This limit will protect the customer. For instance, if the customer loses their card and someone picks it up, the balance cannot be cleared completely. If a customer wants to redeem a balance larger than the set limit a pop up will appear on the till screen informing the cashier that the cash-in value is more than the limit set in store. Document Version 1.3 Table of Contents Page 15 of 25

16 The cashier will need to store the transaction whilst the customer visits the kiosk and increase the spending balance. The customer will request an increase in their spending limit via the kiosk and will receive a password via a One Time Password SMS from OneOne which they will enter at the kiosk to increase their limit temporarily. The customer can then return to the till. The cashier or the supervisor has to retrieve the stored transaction and continue with the voucher payment. Setting up Debtors as OneOne Loyalty Members Debtor Groups Debtor Groups are used to create groups into which multiple debtors can be sorted. This enables these debtors to be linked to special pricing structures within the store for promotional and reporting purposes. For OneOne the user can create a debtor group and they can also link existing Debtors to the group. In order to create a Debtor Group go to Arch Dashboard > Programming > Debtor Groups Document Version 1.3 Table of Contents Page 16 of 25

17 The Debtor Groups window will open. Select the [>] button to create a new group number. Once the number is displayed type in the description of the new Debtor Group in the Group Name field. Click on the Save button once the name has been entered. It is possible to delete a Debtor Group by selecting the required Debtor Group and clicking on the red [x] button. Close will exit out of the Debtor Groups window. To rename a Debtor Group simply select the group and retype the name in the Group Name field and click on Save. For more information on how to create and manage Debtors, refer to the Debtors User Guide V25.5. Linking New and Existing Debtors to OneOne Linking Debtors OneOne cards to their accounts To set up a Debtor as a Loyalty Member the user has to go to Arch Dashboard > Programming > Debtors. The user can call up an existing Debtor and under the Credit Terms Tab, the user can populate the Loyalty Card number in the Card Number field. Document Version 1.3 Table of Contents Page 17 of 25

18 Linking to Debtor group for OneOne promotions The Options / Settings tab allows the user to select the debtor specific settings which will determine what permissions or restrictions are applicable to the debtor. The debtor needs to be linked to One One Loyalty Debtor Group. Charging Debtor Accounts The POS transactions will be exactly the same as for a normal OneOne loyalty customer, however the main difference is that the cashier will select Charge after ringing up the products, instead of CASH/CARD to charge the amount to the Debtors account. Document Version 1.3 Table of Contents Page 18 of 25

19 To view this transaction in the Arch back end, the user needs to go to Arch Dashboard > Programming > Debtors. The user can call up the Debtor and under the Payment History Tab, the user will be able to view the transaction. The description will be that of Invoice and the account would have been debited. Debtor Saving Stamps Payments If a Debtor makes a gift load payment (Saving Stamps) into the Loyalty account the system is set up in such a way that the payment will be credited towards their account. The debtor might want to consider having two cards, and load the Saving Stamp payment onto the card not registered under the Credit Terms in Arch. To view this transaction in the Arch back end, the user needs to go to Arch Dashboard > Programming > Debtors. The user can call up the Debtor and under the Payment History Tab, the user will be able to view the transaction. The description will be that of Payment and the account would have been credited. Document Version 1.3 Table of Contents Page 19 of 25

20 Receiving Cash Back on Debtor account without presenting Loyalty Card The cashier scans the debtor security card or enters the account number and presses the ACC# button. The debtor account name will be displayed together with the outstanding account balance. Document Version 1.3 Table of Contents Page 20 of 25

21 As the loyalty card number has been loaded under the Credit terms, the cash back will automatically be loaded even if the debtor do not present the loyalty card. Setting up special deals, competitions and token rewards When special promotions and competitions are set up in a store with the OneOne Infinity Loyalty system, one of the benefits loyalty customers have is that they are automatically entered when they use their loyalty card or the information is stored on their loyalty card. However, non-members will have to manually submit the information to enter the competition or they will have to physically bring in token reward slips to qualify for CashBack etc. They can also be encouraged to scan the token at the kiosk and load it onto a new loyalty card. This will encourage the non-member to register the card and become a loyalty member. For more information regarding setting up special deals and creating Token Reward Slips, refer to the Token Rewards user guide and Combo management user guide. Document Version 1.3 Table of Contents Page 21 of 25

22 OneOne Special Promotions for Debtors For OneOne loyalty Debtors to qualify for loyalty special promotions they need to be linked to the OneOne Loyalty debtor group. For more information on how to set up Special Promotions and Combos, please refer to the Combo Management User Guide V25.5. Special Promotion Setup To set up a Special Promotion the user needs to go to Programming > Special Promotions Field Promotion Description Debtor Type Debtor Value Start Date Stop Date Description Enter a description by which the Combo Deal Promotion will be identified This needs to be the Debtor Group Select the One One Loyalty group created Select the date on which the promotion will become active Select the date on which the promotion will expire Document Version 1.3 Table of Contents Page 22 of 25

23 The user will be prompted to save the work and the user can now continue to add the Promotion Products. The transaction at the POS will be the same as previously describe for Debtors. Document Version 1.3 Table of Contents Page 23 of 25

24 Loyalty Card Report in Arch Tree To view a log of all the OneOne Infinity Loyalty transactions the user can view the Loyalty Card Report. The user will have to go to the Arch Tree > Reports > EFT Report > Loyalty Card Report In the journal Transaction types, statuses and responses can be viewed. Dated Transaction Tracking Number Transaction Type The date of the transaction Arch unique number which is system generated The type of POS transaction Document Version 1.3 Table of Contents Page 24 of 25

25 Reverse Points Redeem Points Load Funds Cancel Transaction Card Validate Transaction Status Amount PAN number Terminal Id Transaction Id Product Response If the customer decided to reverse the redemption of their cash back Using cash back on the card to redeem at the POS Gift loading on the card Transaction void Validating the card details Has the transaction been processed or is it pending The total amount of the transaction The loyalty card number The ID of the terminal where the transaction took place Arch unique number which is system generated Refers to the type of Loyalty Scheme used The transaction was approved, declined or failed The following reports can be viewed with regards to Special Promotion Deal sales in Arch: Arch Tree > Reports > Sales Analysis > By Product Arch Tree > Reports > Sales Analysis > By Promotion > Special Promotion> Year > Month > Deal Document Version 1.3 Table of Contents Page 25 of 25