OneOne Infinity Loyalty System

Transcription

1 Arch User Guide ver. 26 Classification: Document History Date Version Changed By Details Michelle Lategan Created Document Michele Lategan Updated Document Michelle Lategan Updated Document Michelle Lategan Updated Document Karl van Niekerk Added Addendum Michelle Lategan Updated title and added V26.2 functionality Document Version 1.5 Table of Contents Page 1 of 47

2 Table of Contents Overview... 4 Obtaining a loyalty card... 5 Creating a debtor group... 5 Creating a Loyalty Message... 5 Systems settings for Loyalty... 6 Ticketing... 6 Bank your change... 7 Till point transactions Card and Card holder s details... 8 Card Authentication... 8 Card holder details Entering Card information during the purchase transaction Cash back Receiving cash back on payments Gift loading (Ticketing system) Gift loading on single card Gift loading on multiple cards Void a Gift Load Bank Your Change functionality Redeeming Voucher at till point Viewing Cash-in value available for redemption Redeeming CashBack from the loyalty balance Short tendered Redeeming with multiple loyalty cards Exceeding the transaction limit when redeeming a voucher Setting up Debtors as OneOne Loyalty Members Debtor Groups Linking New and Existing Debtors to OneOne Charging Debtor Accounts Debtor Saving Stamps Payments Document Version 1.5 Table of Contents Page 2 of 47

3 Receiving Cash Back on Debtor account without presenting Loyalty Card Arch to not allow Payout when Loyalty Debtor exists in a transaction Setting up special deals, competitions and token rewards OneOne Special Promotions for Debtors Special Promotion Setup Reporting Loyalty Card Report in Arch Tree Loyalty Card Journal Enhancement Banking Change Load Funds Sales Journal Enhancement Reconciling of transactions with Loyalty Card Journal Arch Dashboard to display the Transaction date of the Last Published Batch Document Version 1.5 Table of Contents Page 3 of 47

4 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 1.5 Table of Contents Page 4 of 47

5 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 1.5 Table of Contents Page 5 of 47

6 Systems settings for Loyalty Ticketing The ticketing functionality allows for loyalty gift loads. Users need the correct permissions; the POS needs to be set up to use the functionality. The system set up will be done by an Arch Technician. User permission can be done at store level by the manager. To give the user permission go to Programming > Users > Point of Sale > Ticketing Button To set up the Ticket Details go to Programming > Ticketing (This is a Support Setup function) Document Version 1.5 Table of Contents Page 6 of 47

7 To activate the Ticket button on the Touch Screen go to Options > Keyboard. Bank your change This function is managed in Options > Point of Sale Document Version 1.5 Table of Contents Page 7 of 47

8 Till point transactions 1. Card and Card holder s details 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 1.5 Table of Contents Page 8 of 47

9 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. Document Version 1.5 Table of Contents Page 9 of 47

10 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. 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. From version 26 the loyalty card holder s name will be displayed on the POS screen for the user for the whole transaction. Document Version 1.5 Table of Contents Page 10 of 47

11 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 1.5 Table of Contents Page 11 of 47

12 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 1.5 Table of Contents Page 12 of 47

13 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. 2. Cash back Receiving cash back on payments 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 1.5 Table of Contents Page 13 of 47

14 3. Gift loading (Ticketing system) Gift loading on single card There is an option for loyalty members to load money onto their loyalty card and the balance will display on the slip. This is called Load Funds on Loyalty Card. *To use the Ticketing function the Ticketing button needs to be activated and the users need the correct permissions. Please refer to the settings section at the start of the manual. After selecting the Ticketing button, select the Load Funds on Loyalty Card option. Choose the relevant validation method in the Validating Load Funds Card window. Document Version 1.5 Table of Contents Page 14 of 47

15 Use the on-screen num-pad to enter the card number for manual method, or swipe / scan the card. For security purposes it is best to scan the cards, instead of entering the number manually. Once the loyalty card validation has been completed, enter the gift load value to be loaded on the loyalty card using the on-screen num-pad. On the screen there will be a distinction between the Sub Total for products bought and the Cash Ticket Payment Tendered. The split follows through on the reports. Document Version 1.5 Table of Contents Page 15 of 47

16 The amount in the Saving Stamp Balance can be used to pay for future purchases. * Redemption and Load Funds are allowed in the same transaction, but not for the same loyalty card. Document Version 1.5 Table of Contents Page 16 of 47

17 Gift loading on multiple cards From version 26 these steps above can be repeated to load additional loyalty cards with gift funds. Document Version 1.5 Table of Contents Page 17 of 47

18 Document Version 1.5 Table of Contents Page 18 of 47

19 Void a Gift Load If a customer wants to reverse a gift load they made within a transaction, the user with permission, will be able to VOID the gift load. Once a gift load has been voided, another gift load will NOT be allowed on the SAME card within the transaction. Document Version 1.5 Table of Contents Page 19 of 47

20 4. Bank Your Change functionality Functionality has been added to permit loyalty card users to add their coin change to their loyalty as a load funds transaction, instead of taking the change. This function is managed in Options > Point of Sale The Deferred Change Allowed attribute will enable the POS terminal to request if the customer wants to add their change to their loyalty card fund (change banking), or if they would rather prefer a cash payout. The Deferred Change Threshold value can be configured as the maximum value permissible to add to change banking. Once the transaction CASH tender is completed, Arch will request if the customer would prefer to bank their change. Document Version 1.5 Table of Contents Page 20 of 47

21 Function Total Change Coins Only Maximum Own Amount Bank Cancel Description Total value of change owed to customer Value of coin-change payable to customer Maximum value of change that can be banked as determined by the deferred Change Threshold attribute in Options > Point of Sale Cashier entered value to bank as entered using the on-screen numpad. Press this button to load the change as load funds to loyalty card Press this button if the customer declined to use this facility After processing the bank you change, the system will print the slip, and prompt the cashier to verify if the slip printed correctly. Cashier can select the relevant option. Yes to continue, No to reprint. On the slip the banked change will be identified as Deferred Change. Document Version 1.5 Table of Contents Page 21 of 47

22 The system will issue a customer copy including their Card Number masked for security purposes as well as the value loaded to their loyalty card. A merchant copy is also printed containing all the customer copy details as well as a signature field requesting the customer to sign the slip for verification purposes. *It is important to note that should a cashier be requested to reprint the slip, only the original slip will reprint excluding the customer and merchant copies as issued by the loyalty provider, as the loyalty transaction occurs externally from Arch, and therefor Arch has no additional record of this information. 5. 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 Document Version 1.5 Table of Contents Page 22 of 47

23 which can be redeemed, the cashier will choose the Loyalty 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 or no voucher. The loyalty voucher option needs to be selected. 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. Document Version 1.5 Table of Contents Page 23 of 47

24 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 1.5 Table of Contents Page 24 of 47

25 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. 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. Document Version 1.5 Table of Contents Page 25 of 47

26 Redeeming with multiple loyalty cards From version 26 the customer will be able to use multiple loyalty and gift cards to redeem in a transaction. 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. Document Version 1.5 Table of Contents Page 26 of 47

27 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. 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. Document Version 1.5 Table of Contents Page 27 of 47

28 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 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. Document Version 1.5 Table of Contents Page 28 of 47

29 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. 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. Document Version 1.5 Table of Contents Page 29 of 47

30 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. 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. Document Version 1.5 Table of Contents Page 30 of 47

31 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. 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 1.5 Table of Contents Page 31 of 47

32 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. Arch to not allow Payout when Loyalty Debtor exists in a transaction. When a transaction occurs which includes a Loyalty Debtor, Arch will decline the Pay Out function, as it is unlawful to withdraw funds from a loyalty account. Document Version 1.5 Table of Contents Page 32 of 47

33 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. 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. Document Version 1.5 Table of Contents Page 33 of 47

34 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 1.5 Table of Contents Page 34 of 47

35 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 1.5 Table of Contents Page 35 of 47

36 Reporting 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 Reverse Points Redeem Points Load Funds The date of the transaction Arch unique number which is system generated The type of POS transaction 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 Document Version 1.5 Table of Contents Page 36 of 47

37 Cancel Transaction Card Validate Transaction Status Amount PAN number Terminal Id Transaction Id Product Response 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 Loyalty Card Journal Enhancement With this change Arch will now record multiple entries per transaction in the Loyalty Card Journal. The reason for this functionality is to allow the Arch user to reconcile the Loyalty Card Journal with the Arch Sales Journal report in Arch. In the past, arch only made on entry for every transaction, i.e. redeem points and the amount redeemed. This caused problems in reconciling reports loyalty card journals and sales journals Now, Arch shows multiple lines where applicable per loyalty transactions. Redeem Transaction Document Version 1.5 Table of Contents Page 37 of 47

38 Transaction Type Card Validate Amount displays the value on which points are earned Redeem Points Amount displays the value of the loyalty redeem amount tendered Response Approved The web service has approved the transaction type Declined Web service has declined the transaction type Failed There has been a break in communication between Arch and the web service Savings Stamp transaction Transaction Type Card Validate Amount displays the value on which points are earned Load Funds Amount displays the value of the funds / savings stamp to be loaded to card. This is an online transaction, which means the funds will be available within a pre-determined time of 10 minutes. Once the web service has confirmed the request, the funds will be loaded. Response Approved The web service has approved the transaction type Declined Web service has declined the transaction type Failed There has been a break in communication between Arch and the web service Document Version 1.5 Table of Contents Page 38 of 47

39 Savings stamp containing products Transaction Type Card Validate Amount displays the value on which points will be earned Load Funds Amount displays the value of the funds / savings stamp to be loaded to card. This is an online transaction, which means the funds will be available within a pre-determined time of 10 minutes. Once the web service has confirmed the request, the funds will be loaded. Response Approved The web service has approved the transaction type Declined Web service has declined the transaction type Failed There has been a break in communication between Arch and the web service Redeem reversal Document Version 1.5 Table of Contents Page 39 of 47

40 Transaction Type Cancel Transaction Amount displays the value on which points will be earned Redeem Points Amount displays the value of the funds to be deducted from card as loyalty payment redeem, which is always an online transaction Reverse Points Amount displays the value of the funds to be reversed to card as loyalty payment reimbursement for redeem as performed in the cancelled transaction, which is always online Response Approved The web service has approved the transaction type Declined Web service has declined the transaction type Failed There has been a break in communication between Arch and the web service Banking Change The Cash Banked value is displayed in the Cashier Cashup report and the Trade Summary: Cashup Report: Document Version 1.5 Table of Contents Page 40 of 47

41 Trade Summary: In the reporting tree the Bank Your Change reporting can be found in Arch Tree > Reports > EFT Report > Loyalty Card Report > Loyalty Card Journal > Bank your change filter. Load Funds The gift loads, using the Ticketing functionality, are displayed in the Cashier Cashup report and the Trade Summary: Cashup Report: Document Version 1.5 Table of Contents Page 41 of 47

42 Trade Summary: Document Version 1.5 Table of Contents Page 42 of 47

43 Sales Journal Enhancement We added a Loyalty Earn filter in Arch -> Sales Journal -> Transaction Contents. This filter will assist the user to reconcile Arch Sales Journal with the Loyalty Card Journal on the Earn transactions. Reconciling of transactions with Loyalty Card Journal It is now possible to reconcile the Arch loyalty card journal report to the Arch sales journal report using the applicable filter. Earn Transactions Loyalty Card Journal Sales Journal Document Version 1.5 Table of Contents Page 43 of 47

44 Print Previews Redeem Transaction Loyalty Card Journal Sales Journal Document Version 1.5 Table of Contents Page 44 of 47

45 Print Preview Savings Stamp Transaction Loyalty Card Journal Sales Journal Document Version 1.5 Table of Contents Page 45 of 47

46 Print Preview Arch Dashboard to display the Transaction date of the Last Published Batch. Previously Arch used to display the Last Published Date which was not an accurate reflection of the actual data being published. The dashboard will now display the Date & Time of the last transaction in the Sales Journal published in the last batch. Document Version 1.5 Table of Contents Page 46 of 47

47 Document Version 1.5 Table of Contents Page 47 of 47