Pharmasave Loyalty Rewards Reference Manual Finestra POS Version: 6.8

Transcription

1 Pharmasave Loyalty Rewards Reference Manual Finestra POS Version: 6.8 Please contact POSitec Customer Support regarding Customer Support, Training and all POS related issues. POSitec Customer Support: Lower Mainland Toll Free

2 TABLE OF CONTENTS ICON DEFINITIONS... 4 COMMON SHORTCUTS... 4 Select a Range of Items... 4 Select Specific Items... 4 Unselect All Items... 4 Unselect Specific Items... 4 CHAPTER 1 PHARMASAVE REWARDS PROGRAM DESCRIPTION... 5 Overview... 5 Reward Redemption Levels... 5 Pacific & Central Regions... 5 Western & Ontario Regions... 6 CHAPTER #2 REWARD POINT CONFIGURATIONS... 7 Overview... 7 Pharmasave Card Configurations... 7 New Card Bonus... 7 Reward Points & Redeemable Flags... 7 Edit Product File Flags... 8 Edit Flags Using Advanced Search... 8 Edit Open Department Flags... 9 Rx 3 rd Party Inclusions Edit a Kroll Customer CHAPTER 3 LOYALTY REWARD CUSTOMER PROFILES Overview Add Rewards to an Existing Customer Create a New Rewards Customer Linking Two Loyalty Customers Together Link a Loyalty Customer Manual Point Adjustments Adjusting Reward Points CHAPTER 4 BONUS POINT EVENTS Overview Loyalty Rule Field Definitions Create a Loyalty Event Create a Loyalty Rule Coupon Triggered Loyalty Rules Create a Coupon Triggered Loyalty Rule Redeem Points & Save Events Create a Redeem Points & Save Rule Create a Redeem Points for a Free Item Rule Rewards Redemption Events Create a Rewards Redemption Event Created: January 2018 Version: 6.8 Page 2

3 CHAPTER 5 PROCESSING REWARDS TRANSACTIONS Overview Lookup Existing Rewards Card Information Scan Rewards Card Manually Key In a Card Search by Last Name Search by Phone Number Create a New Rewards Card Customer Add a Rewards Card to an Existing Customer Create a New Rewards Card Customer Processing Sales Transactions Processing a Rewards Transaction Processing a Transaction with Pharmasave Double Points Processing a Transaction Without Rewards Processing a Coupon Triggered Loyalty Rule Processing a Redeem Points & Save Rule Processing a Redeem Points for a Free Item Rule Processing Redemption Transactions Processing a Reward Redemption CHAPTER 6 LOYALTY REPORTS Overview Customer Loyalty List Run a Customer Loyalty List Report Rewards Card Activity Report Options Run a Rewards Card Activity Report Rewards Activity Summary Run a Rewards Activity Summary Report Rewards Comparison Report Options Run a Rewards Comparison Report Rewards Card Adjustments Report Options Run a Rewards Card Adjustments Report Rewards Bonus Event Report Options Run a Rewards Bonus Event Report TABLE OF FIGURES Created: January 2018 Version: 6.8 Page 3

4 ICON DEFINITIONS Information Warning Critical Reference Shortcut COMMON SHORTCUTS SELECT A RANGE OF ITEMS Select the first item to be included in the range, then hold down the [Shift] key and select the last item you wish to include in the range. SELECT SPECIFIC ITEMS Select the first item, then hold down the [Ctrl] key and select each of the remaining required items. UNSELECT ALL ITEMS When all or a range of items have been selected, click on any item within the list to clear the existing selection and select only the item that was clicked on. UNSELECT SPECIFIC ITEMS When all or a range of items have been selected, to remove a specific item from the selection list [Right-Click] the item you wish to remove. Created: January 2018 Version: 6.8 Page 4

5 CHAPTER 1 PHARMASAVE REWARDS PROGRAM DESCRIPTION OVERVIEW Customers will collect 1 Point for every full $1.00 spent before taxes on almost everything in store and 2 Points for every full $1.00 spent before taxes on all Pharmasave Brand & WellQuest Products. If an item is discounted, points will be awarded based on the discounted price and not the full retail. In Alberta, a customer can earn a maximum of 3,000 Points Per Day. Additional Bonus Point Scenarios may be created at any time. These Bonus Events are store specific and should be maintained individually in each store. Please refer to the Chapter 4 Bonus Point Events section of this Reference Manual for further details. When a customer reaches a Reward Redemption Level, they will have the option of redeeming their points for the designated reward value. For instance, when a customer reaches the 800 Point level, they can redeem their points for $10.00 off of their current purchase. Alternately, they may keep their points and continue to collect more so they can earn a higher reward level. A Reward Redemption can be processed on any transaction as long as it contains product that qualifies for the rewards program. During a redemption transaction, the customer MUST use the full Reward Redemption Level available to them, or they will lose the portion of the reward they do not use. For example, if the Reward Redemption Value is $10.00 but the customers purchase only qualifies for $8.00, processing the redemption will result in the customer losing $2.00 worth of their Points. Please refer to the Chapter 2 Reward Point Configurations, Reward Points & Redeemable Flags section of this Reference Manual for a full list of item exclusions. REWARD REDEMPTION LEVELS The Reward Redemption Levels vary by province. Below is a chart displaying the Points Required to earn the corresponding Reward Values for all participating provinces. Pacific & Central Regions Points Required Reward Value 800 $10 1,800 $25 3,200 $50 4,400 $75 5,600 $100 The Reward Value percentage gets richer with every point level, so its recommended that your customer saves their points to earn a higher reward. Created: January 2018 Version: 6.8 Page 5

6 Western & Ontario Regions Points Required Reward Value 300 $5 600 $ $15 1,200 $20 1,500 $25 1,800 $30 2,100 $35 2,400 $40 2,700 $45 3,000 $50 Created: January 2018 Version: 6.8 Page 6

7 CHAPTER #2 REWARD POINT CONFIGURATIONS OVERVIEW While there are some configurations which may be modified at store level if required, the default configurations will be activated when the Loyalty Rewards program is installed. PHARMASAVE CARD CONFIGURATIONS Pharmasave requires that each customer who signs up for the Loyalty Rewards Program must be assigned a Rewards Card. This 10-Digit Alpha/Numeric Card Number will be documented on their application form and added into their Loyalty Customer Profile. The Rewards Card can then be scanned at the till to pull up the customers Loyalty Reward information at the time of sale. Each Pharmasave Rewards Card is equipped with a sticker that contains the Rewards Card Number and Barcode. This sticker can be placed on the customers completed application form so you are able to easily keep track of which customer is using which card. NEW CARD BONUS If a New Card Bonus is configured, the Bonus Points will be awarded automatically once the Loyalty Customer Profile has been created. If you wish to award a New Card Bonus, please indicate this to your POSitec Trainer at the time of configuration. To adjust the New Card Bonus at a later date, please contact POSitec Customer Support. REWARD POINTS & REDEEMABLE FLAGS The Reward Points and Redeemable flags will initially be configured by your POSitec Installer; however, you may review and modify them as needed within the Product File. Reward Points this flag indicates whether or not the item qualifies to earn Loyalty Reward Points. Points will be awarded on the pre-tax value for all qualifying items within the transaction. Redeemable this flag indicates whether or not the item qualifies for a Loyalty Reward Redemption. The Reward Redemption Value will be removed off of the pre-tax value for qualifying items within the transaction. The system will be configured with the following exclusions: Lottery Tickets, Gift Cards & Certificates, Phone Cards, Post Office & Stamps, Passport Photos, Cigarettes & Tobacco, Transit Tickets/Passes, Charitable Tickets/Donations, Delivery Charges, Deposit & Environmental Fees, Gifts with Purchase, Codeine Items, certain Pharmacy Services and Prescriptions. Please contact your Regional Operations Coordinator for further details. Created: January 2018 Version: 6.8 Page 7

8 Edit Product File Flags 1. Select [F6] Product File 2. Lookup the Item you wish to edit, then select [Page 2] 3. Select [F2] Edit Item, then make the required Reward Points & Redeemable flag changes 4. Select [F2] Save Edit Flags Using Advanced Search Figure 1 - Product File, Reward & Redeemable Flags 1. Select [F6] Product File, then [F8] Advanced Search 2. Define the wanted Search Criteria using the available fields in the Setup & Date Ranges Tabs, then select [F9] Search 3. When the Results List appears, select the items you wish to batch edit, then select the [MultiEdit] Tab 4. Make the required Reward Points & Redeemable flag changes, then select [Update Flags] Created: January 2018 Version: 6.8 Page 8

9 Figure 2 - Advanced Search, MultiEdit Reward & Redeemable Flags 5. At the Are you sure that you want to update these items? message, select [F12] Yes 6. When the Update Finished message appears, select [F12] OK Edit Open Department Flags 1. Select [F9] Utilities, then [F5] Open Dept Editor 2. Select the Open Department you wish to edit 3. Select [F2] Edit, then make the required Reward Point & Redeemable flag changes 4. Select [F2] Save Created: January 2018 Version: 6.8 Page 9

10 Figure 3 - Open Department, Reward & Redeemable Flags RX 3 RD PARTY INCLUSIONS If your province allows points to be awarded on Prescriptions and your store is using the full Kroll Rx Integration program, by default, all 3 rd Party Payors will be set so they do not award points. If a 3 rd Party Payor should have points awarded, you may set the necessary inclusions within the Kroll Customer Accounts. Edit a Kroll Customer 1. Select [F2] Customers 2. Lookup the Kroll Customer you wish to edit For lookup purposes, all Kroll Customer Account Numbers will begin with the letter K. 3. Select the [Loyalty Details] Tab, then select [F2] Edit Customer 4. Select the [Collect Loyalty Points] option, then in the Loyalty Number field, enter [YES] 5. Select [F2] Save Created: January 2018 Version: 6.8 Page 10

11 Figure 4 - Kroll Customer Account, 3 rd Party Inclusions Created: January 2018 Version: 6.8 Page 11

12 CHAPTER 3 LOYALTY REWARD CUSTOMER PROFILES OVERVIEW Once the customer has completed the Pharmasave Rewards Application Form, be sure to place the Loyalty Card Sticker onto their completed form so you can keep track of which customer is using which card. Afterwards you ll enter their information into Finestra by creating a new Loyalty Customer Profile. If a New Card Bonus is configured, the bonus points will apply automatically. If a Customer Profile already exists for this customer, add the Pharmasave Loyalty Reward setups to the existing profile. ADD REWARDS TO AN EXISTING CUSTOMER 1. Select [F2] Customers 2. Lookup the Customer you wish to edit 3. Select the [Loyalty Details] Tab, then select [F2] Edit Customer 4. Select the [Collect Loyalty Points] option 5. In the Loyalty Number field, enter the [Reward Card Number] you have provided to this customer The Rewards Card Number must be entered in the exact format that displays on the card or it will not scan at the till. The PS portion is capitalized with no spaces in-between this and the number. For example, Card # is entered as PS Alternately, you may scan the sticker on the application form containing the Rewards Card Number, however this feature may not be available in older scanners. 6. Select [F2] Save To add a new Rewards Card to an existing customer using the Invoicing Till program, please refer to the Chapter 5 Processing Rewards Transactions, Add a Rewards Card to an Existing Customer section of this Reference Manual for further details. Created: January 2018 Version: 6.8 Page 12

13 CREATE A NEW REWARDS CUSTOMER Figure 5 - Customer Maintenance, Add Rewards to Existing Account 1. Select [F2] Customers, then [F1] New Customer 2. Complete the New Customer Entry Form 3. In the Credit Limit field, enter [-1.00], then de-select the [Charge Interest] option 4. Select [F2] Save If this customer should receive a Senior Discount, be sure to set the Demographic field accordingly so the discount will trigger automatically at the time of sale. Created: January 2018 Version: 6.8 Page 13

14 Figure 6 - Customer Maintenance, Create a New Rewards Customer 5. Now that the customer file is created, select [F2] Edit Customer 6. Select the [Loyalty Details] Tab, then select the [Collect Loyalty Points] option 7. In the Loyalty Number field, enter the [Rewards Card Number] you have provided to this customer The Rewards Card Number must be entered in the exact format that displays on the card or it will not scan at the till. The PS portion is capitalized with no spaces in-between this and the number. For example, Card # is entered as PS Alternately, you may scan the sticker on the application form containing the Rewards Card Number, however this feature may not be available in older scanners. 8. Select [F2] Save To create a new Rewards Card Customer using the Invoicing Till program, please refer to the Chapter 5 Processing Rewards Transactions, Create a New Rewards Card Customer section of this Reference Manual for further details. Created: January 2018 Version: 6.8 Page 14

15 LINKING TWO LOYALTY CUSTOMERS TOGETHER The ability to link two Loyalty Cards together is used so each family member can have their own Pharmasave Rewards Card Number, but the points will accumulate together and can be viewed on the Primary Card holders profile. When enough Points have been earned to qualify for a reward, the Reward Redemption can be processed from either one of the Pharmasave Rewards Cards. Before you can link two Loyalty Cards together, you must decide which of the two customers will be the Primary Card holder, and who will be the Secondary. The Primary Card holders file will be created and maintained as normal. The Secondary Hard holders file will then be linked to the Primary s. If a Customer Profile already exists for the Secondary Card holder, you MUST remove the Current Point Balance from their file prior to linking the cards together, then add the balance to the Primary Card holders profile. A Point Balance will NOT transfer automatically when you link customers together. Please refer to the Chapter 3 Loyalty Reward Customer Profiles, Manual Point Adjustments section of this Reference Manual for further details. Link a Loyalty Customer 1. Create a Loyalty Customer Profile for the Primary Card holder Please refer to the Chapter 3 Loyalty Reward Customer Profiles, Create a New Rewards Customer section of this Reference Manual above for further details. 2. Create a Loyalty Customer Profile for the Secondary Card holder with the following: a. Linked To enter the Primary Card holders [Rewards Card Number] 3. Select [F2] Save Created: January 2018 Version: 6.8 Page 15

16 Figure 7 - Customer Maintenance, Link a Rewards Customer MANUAL POINT ADJUSTMENTS Points may be adjusted manually as needed, however this program can only be accessed by authorized users. The Reward Point Adjustments and Employee information will be stored in an audit trail for reporting purposes. Adjusting Reward Points 1. Select [F2] Customers 2. Lookup the Rewards Customer you wish to modify Points for 3. Select the [Loyalty Details] Tab, then select [F2] Edit Customer 4. In the Add Points Entry Window, enter the [Number of Points] you wish to add, then select [Add Points] If you need to remove points, enter the number as a negative. For example, if the customers file shows they have 500 points but they should only have 400, enter the number as Created: January 2018 Version: 6.8 Page 16

17 Figure 8 - Manual Point Adjustments Screen 5. At the Code for Points Addition? message, enter the [Reason] for this adjustment; ie: PS CLUB CARD Figure 9 - Manual Point Adjustments, Reason Code Screen 6. Select [F12] Accept, then [F2] Save Created: January 2018 Version: 6.8 Page 17

18 CHAPTER 4 BONUS POINT EVENTS OVERVIEW There are many additional Loyalty Reward Bonus Event Scenarios available for use. These Bonus Events may be created at any time, but they are store specific so they must be maintained individually in each store. If an item belongs to more than one active Loyalty Reward Bonus Event and the customer has met the specified purchase criteria for both events, the system will award Points based on the event with the highest Bonus Point Value. For example, if UPC belongs to a 5x Points Event and a 10x Points Event, and the customer has met the specified purchase criteria for both events, the customer will receive the higher bonus value of 10x the Points. Loyalty Rule Field Definitions Figure 10 - Loyalty Rule Fields UPC Use to specify an Item UPC or use to select all items that begin with the entered UPC Segment. For example: if you enter UPC , then the customer must purchase that specific item to earn the bonus points. However, if you enter only , then the customer will earn the bonus points for every item they purchase that begins with the UPC Segment Created: January 2018 Version: 6.8 Page 18

19 Description Categories Manufacturer Group Private Label Bonus Items Dollar Level Award Qty Level Award Dollar Level Multiplier Qty Level Multiplier Thresh Value Code Coupon Rule Desc Use to select all items that begin with the entered Description. For example: if you enter Description ADVIL, the customer will earn bonus points for every item they purchase that begins with the Description Advil. Use to select all items that are assigned to the specified Department, Category or Fineline. Select [Set] to make your selection. Use to select all items that are assigned to the specified Manufacturer. Select [Set] to make your selection. Use to select all items that are assigned to the selected Group. Use to select all items where the Private Label flag in the Product File has been selected. Use the Bonus Items option when the customer is required to purchase the specified Item UPC to earn the set quantity of bonus points. For example: if you purchase UPC , you earn 100 bonus points. Use a Dollar Level Award when the customer is required to purchase a specific dollar amount before taxes to earn the set quantity of bonus points. For example: for every $50 spent, you earn 100 bonus points. Use a Quantity Level Award when the customer is required to purchase a set quantity of the item(s) to earn the specified quantity of bonus points. For example: for every 2 items purchased, you earn 50 bonus points. Use a Dollar Level Multiplier when the customer is required to purchase a specific dollar amount before taxes to earn the set multiple of bonus points. For example: for every $50 spent, you earn 5 times the bonus points. Use a Quantity Level Multiplier when the customer is required to purchase a set quantity of the item(s) to earn the specified multiple of bonus points. For example: for every 5 items purchased, you earn 2 times the bonus points. Enter the Thresh Quantity or Thresh Dollar Level that the customer must reach before they are able to earn the specified bonus points. Enter the Point Value the customer will earn when they reach the specified thresh level. Enter a short Loyalty Code that best describes your bonus event scenario. This code will display on the till receipt. Use to trigger a Coupon Bonus Point Event. For example: if the Bonus Points Event is for specific customers only (ie: seniors), then create the loyalty rule using a Coupon Code, then enter this code within the transaction to activate the bonus scenario. Enter a short Rule Description that best describes your bonus event scenario. This description will display on the till receipt. Created: January 2018 Version: 6.8 Page 19

20 CREATE A LOYALTY EVENT 1. Select [F10] Event Editor, then [F1] New Event 2. Enter an [Event Name] that best describes your bonus event; ie: PHS BRAND 10X BONUS POINTS 3. Enter the [Start Date] you wish to use, then press [Enter] to accept the default start time 4. Enter the [End Date] you wish to use, then press [Enter] to accept the default end time 5. Select the [Loyalty] check box, then [F2] Save CREATE A LOYALTY RULE 1. Select [F10] Event Editor Figure 11 - Loyalty Event Header 2. Highlight the Loyalty Rewards Event you wish to use, then choose [F9] Select 3. Select [F1] New Rule 4. Assign items to the event by choosing one or more of the following options defined above: a. UPC b. Description c. Category d. Manufacturer e. Group f. Private Label Created: January 2018 Version: 6.8 Page 20

21 5. Select one of the following Loyalty Rewards Bonus Level options defined above: a. Bonus Items b. Dollar Level Award c. Qty Level Award d. Dollar Level Multiplier e. Qty Level Multiplier There is no limit to rewards with the Bonus Items option. If the customer buys 10, they will earn the extra points for all 10 items purchased. However, if you wish to limit the customer to earning the reward only once, use the Quantity Level Award option. 6. Enter the [Thresh Level] the customer must reach, then enter the [Points Value] that they will earn; ie: Buy 1 PHS Items and earn 10 times the points, Thresh = 1 & Value = Enter a short [Loyalty Code] that best describes your bonus event; ie: PHS10X 8. Enter a short [Rule Description] that best describes your bonus event; ie: PHS 10X BONUS POINTS 9. Select [F2] Save Figure 12 - Loyalty Rule Screen Created: January 2018 Version: 6.8 Page 21

22 COUPON TRIGGERED LOYALTY RULES A Coupon Triggered Bonus Rule behaves the same as any other bonus scenario, except it requires a Coupon Code to be entered before the scenario becomes active. If the Coupon Code is entered and the bonus scenario criteria is met, the customer will receive the Bonus Points. The Coupon Code must be in an 8-Digit Alpha/Numeric format. This 8-Digit Code will be keyed in at the till to activate the coupon, and therefore should be printed/displayed on the coupon for cashier use. Create a Coupon Triggered Loyalty Rule 1. Select [F10] Event Editor 2. Highlight the Loyalty Rewards Event you wish to use, then choose [F9] Select 3. Select [F1] New Rule 4. Complete the New Rule Entry Form A Loyalty Coupon cannot be used in conjunction with the Bonus Items option. 5. In the Coupon field, enter an [8-Digit Alpha/Numeric Code] for the Coupon; ie: BNSPNT10 6. Select [F2] Save Figure 13 - Coupon Triggered Loyalty Rule Screen Created: January 2018 Version: 6.8 Page 22

23 REDEEM POINTS & SAVE EVENTS A Redeem Points & Save Event allows you to create a rule where a sale price is triggered when the customer redeems a set number of points. For example, you can purchase the Pharmasave Allergy Remedy 24HR 10MG 36 Tablets item for $15.99 when you redeem 250 Points. It can also be used to create a rule where an item can be given away free of charge when the customer redeems a set number of points. For example, receive the Pharmasave Reusable Bag Maple Leaf Size Medium Item at a $0.00 cost when you redeem 2 Points. Create a Redeem Points & Save Rule 1. Select [F10] Event Editor 2. Highlight the Sale Event you wish to use, then choose [F9] Select 3. Select [F1] New Rule 4. Complete the New Rule Entry Form 5. Select the [Use Points] option, then enter the [Number of Points] that customer must redeem to receive the specified Sale Price; ie: 250 Points 6. Optional enter a short [Rule Description] that best describes this rule; ie: ON SALE $15.99, USE 250 POINTS 7. Select [F2] Save Figure 14 - Redeem Points & Save Rule Screen Created: January 2018 Version: 6.8 Page 23

24 Create a Redeem Points for a Free Item Rule 1. Select [F10] Event Editor 2. Highlight the Sale Event you wish to use, then choose [F9] Select 3. Select [F1] New Rule 4. Complete the New Rule Entry Form with the following: a. Rule Value set to [$0.00] 5. Select the [Use Points] option, then enter the [Number of Points] that customer must redeem to receive the specified item Free of Charge; ie: 2 Points 6. Enter a short [Rule Description] that best describes this rule; ie: FREE, REDEEM 2 POINTS 7. Select [F2] Save Figure 15 - Redeem Points for a Free Item Rule Screen REWARDS REDEMPTION EVENTS A Rewards Redemption Event is used to temporarily change the Redemption Reward Values within your store. This can be promoted to encourage customers to redeem their Points for a higher Reward Value during the set date range, which in turn helps to lower your store s outstanding liability. Create a Rewards Redemption Event 1. Select [F9] Utilities, then [F1] Company Setup 2. Select the [Store Rules] Tab, then select the [Manage Redemption] option Created: January 2018 Version: 6.8 Page 24

25 3. Select [F1] New Event If the Rewards Redemption Event you wish to use already exists, you may skip Step #3 listed above and proceed to Step #5 below. 4. Complete the New Event Entry Form, then select [F2] Save Events 5. Highlight the Rewards Redemption Event you wish to use, then select the [Thresh Holds] Tab 6. Using the arrow keys on your keyboard, navigate to the Dollars Column and enter the temporary [Redemption Dollar Values] for each Point Level 7. Tab off of the Dollars Column to save the temporary Redemption Dollar Values, then select [F12] Exit The new Redemption Reward Values will be used for any redemption that occurs during the Reward Redemption Event. When the event expires, the redemption levels will return to the regular default values. Figure 16 - Reward Redemption Event, Thresh Holds Screen Created: January 2018 Version: 6.8 Page 25

26 CHAPTER 5 PROCESSING REWARDS TRANSACTIONS OVERVIEW Once the customers Rewards Card information had been added to the transaction, the customers Name & Point Balance will display at the top of the Invoicing screen. The Points field on the right-side of the Invoicing screen, will keep a running total of how many points the customer is earning within the current transaction. Figure 17 - Invoicing Screen LOOKUP EXISTING REWARDS CARD INFORMATION The customers Rewards Card information may be entered by Scanning or Keying In the Rewards Card Number. Alternately, you may look up the Rewards Card information manually by searching for the customers Last Name or Phone Number. Scan Rewards Card If the customer has their Rewards Card present, select a [Demographic Key] and simply [Scan] the Rewards Card. A Rewards Card can be scanned at any point within the transaction. Once scanned, their name and point balance will display on the Cashiers screen and points will be applied when the transaction is completed. If this is a new Loyalty Customer and therefore you have not had a chance to create their new Rewards Card Customer profile, please refer to the Chapter 5 Processing Rewards Transactions, Create a New Rewards Card Customer section of this Reference Manual for further details. Created: January 2018 Version: 6.8 Page 26

27 Figure 18 - Pharmasave Loyalty Rewards Card Manually Key In a Card If the customer has their Rewards Card present but the barcode is not scanning, manually [Key In] the Rewards Card Number, ie: PS , and the press [Enter]. Their name and point balance will display on the Cashiers screen and points will be applied when the transaction is completed. Figure 19 - Invoicing, Manual Entry of a Rewards Card Search by Last Name To search for a Rewards Customer by their Last Name, select [F9] Customer Lookup, type in their [Last Name], highlight the Customer you wish to use, then press [Enter]. Once the customer has been selected, press [F12] Accept to start the transaction. Their name and point balance will display on the Cashiers screen and points will be applied when the transaction is completed. If the Customer Lookup screen does not automatically default to search by Last Name, select [F3] Last Name, then type in their [Last Name] and proceed to the next step. If you wish to configure the Customer Lookup option to default to search by Last Name, please contact POSitec Customer Support to complete this change. Created: January 2018 Version: 6.8 Page 27

28 Figure 20 - Invoicing, Customer Lookup by Last Name Search by Phone Number To search for a Rewards Customer by their Phone Number, select [F9] Customer Lookup, [F2] Phone, type in their [Phone Number] excluding the area code, highlight the Customer you wish to use, then press [Enter]. Once the customer has been selected, press [F12] Accept to start the transaction. Their name and point balance will display on the Cashiers screen and points will be applied when the transaction is completed. If you wish to configure the Customer Lookup option to default to search by Phone Number, please contact POSitec Customer Support to complete this change. Created: January 2018 Version: 6.8 Page 28

29 Figure 21 - Invoicing, Customer Lookup by Phone Number CREATE A NEW REWARDS CARD CUSTOMER If your customer has recently signed up to use the Pharmasave Loyalty Rewards program and they would like to use their new Rewards Card immediately, you may configure this directly through the Finestra Invoicing program. If a New Card Bonus is configured, the bonus points will apply automatically. Add a Rewards Card to an Existing Customer 1. Select [F1] Invoicing, then [F9] Customer Lookup 2. Lookup the Customer you wish to add a Rewards Card to 3. Select [F7] Attach Loyalty, then [Scan] the new Rewards Card 4. Select [F12] Accept to proceed with the transaction Created: January 2018 Version: 6.8 Page 29

30 Figure 22 - Invoicing, Attach Rewards to an Existing Customer Create a New Rewards Card Customer 1. Select [F1] Invoicing, then select a [Demographic Key] 2. [Scan] the new Rewards Card to launch the Create a Quick Customer feature 3. Enter the customers [Last Name], then select [F12] Accept Created: January 2018 Version: 6.8 Page 30

31 Figure 23 - Invoicing, Create a New Rewards Card Customer 4. Press [Enter] through the remaining Phone Number, Credit Limit and Discount prompts to accept the default settings 5. Select [F12] Accept to proceed with the transaction When you create a Quick Customer file at the till, the customers profile is only partially completed. To complete the customers profile, select [F2] Customers, Lookup the Customer you wish to edit, then select [F2] Edit Customer. Enter the missing information from the Customers Application Form, then select [F2] Save. PROCESSING SALES TRANSACTIONS To start a transaction, enter the customers Rewards Card information and then scan the items they wish to purchase. If no Rewards Card information has been entered, a reminder message will appear. If the customer has not signed up with the Loyalty Rewards program, this is a good time to offer them an application form. Processing a Rewards Transaction 1. Select [F1] Invoicing 2. Enter the customers Rewards Card information using one of the following methods: Select a [Demographic Key], then [Scan] the customers Rewards Card or Select [F9] Customer Lookup, lookup the Rewards Customer you wish to use, then select [F12] Accept Created: January 2018 Version: 6.8 Page 31

32 3. [Scan] all items into the transaction, then select [F9] Pay and complete the transaction If no Rewards Card information has been entered, a Scan Loyalty Card reminder prompt will appear when you select [F9] Pay. You may choose to [Scan] or [Key In] the Rewards Card Number, or select [F5] Lookup to manually search for their Rewards Card information. Figure 24 - Invoicing, "Scan Loyalty Card" Reminder Prompt A Rewards Customer Receipt will provide a summary outlining which Reward Points were Collected, the Total of Points Collected as well as the customers new Point Balance. This receipt will also inform the customer which Points Level & Reward Value they are working towards and whether they qualify for a reward on their next visit. Figure 25 - Rewards Customer Receipt Created: January 2018 Version: 6.8 Page 32

33 Processing a Transaction with Pharmasave Double Points 1. Select [F1] Invoicing, then enter the customers Rewards Card information 2. [Scan] all items into the transaction, then select [F9] Pay and complete the transaction A Rewards Customer Receipt containing Pharmasave Brand or WellQuest Products will provide a summary outlining which Standard Reward Points were Collected, as well as which PS Brand Double Reward Points were Collected. The points awarded for each PS Brand Item are split between the STANDARD and PS BRAND Points options. These are then combined to display a Total of Points Collected within the transaction. Figure 26 - Rewards Customer Receipt with PS Products Processing a Transaction Without Rewards 3. Select [F1] Invoicing, then select a [Demographic Key] If this customer has an existing AR Account, select [F9] Customer Lookup, lookup the Customer you wish to use, then select [F12] Accept. 4. [Scan] all items into the transaction, then select [F9] Pay 5. At the Scan Loyalty Card prompt, select [F11] Cancel to proceed to the pay screen and complete the transaction All receipts for transactions which do not include a Rewards Customer will display a message explaining how many points the customer would have qualified for today, if they were using the Loyalty Rewards program. Created: January 2018 Version: 6.8 Page 33

34 Figure 27 - Non-Rewards Customer Receipt Processing a Coupon Triggered Loyalty Rule 1. Select [F1] Invoicing, then enter the customers Rewards Card information 2. Key in the [Coupon Code], then press [Enter] to activate the coupon A Loyalty Bonus Points Coupon can only be used once within a transaction. Figure 28 - Invoicing, Loyalty Coupon Entry 3. At the Coupon Added prompt, select [F12] OK Created: January 2018 Version: 6.8 Page 34

35 4. [Scan] any remaining items, then select [F9] Pay and complete the transaction Figure 29 - Loyalty Coupon Triggered Receipt Processing a Redeem Points & Save Rule 1. Select [F1] Invoicing, then enter the customers Rewards Card information 2. [Scan] the item into the transaction, then at the This item qualifies for, Do you want to use points for this item? prompt, select [F12] Yes Figure 30 - Invoicing, Redeem Points & Save Prompt Created: January 2018 Version: 6.8 Page 35

36 3. [Scan] all remaining items into the transaction, then select [F9] Pay and complete the transaction Figure 31 - Redeem Points & Save Receipt Processing a Redeem Points for a Free Item Rule 1. Select [F1] Invoicing, then enter the customers Rewards Card information 2. [Scan] the item into the transaction, then at the This item qualifies for, Do you want to use points for this item? prompt, select [F12] Yes Figure 32 - Invoicing, Redeem Points for a Free Item Prompt Created: January 2018 Version: 6.8 Page 36

37 3. [Scan] all remaining items into the transaction, then select [F9] Pay and complete the transaction Figure 33 - Redeem Points for a Free Item Receipt PROCESSING REDEMPTION TRANSACTIONS If a Reward Redemption Level has been reached, you will be notified when you select the Pay Screen. The Customer will have the option to redeem their Points as a payment against their current purchase or continue to save their Points for future use. Points will not be awarded on the redemption portion of a transaction. A Reward Redemption can be processed on any transaction as long as it contains product that qualifies for the rewards program. During a redemption transaction, the customer MUST use the full Reward Redemption Level available to them, or they will lose the portion of the reward they do not use. For example, if the Reward Redemption Value is $10.00 but the customers purchase only qualifies for $8.00, processing the redemption will result in the customer losing $2.00 worth of their Points. Please refer to the Chapter 2 Reward Point Configurations, Reward Points & Redeemable Flags section of this Reference Manual for a full list of item exclusions. Processing a Reward Redemption 1. Select [F1] Invoicing, then enter the customers Rewards Card information 2. [Scan] all items into the transaction, then select [F9] Pay 3. At the Customer has available loyalty redemptions. prompt, select [F12] Ok 4. At the Choose Redemption Reward? prompt, highlight the Reward Redemption Level the customer wishes to use on their purchase today, then select [F12] Accept Created: January 2018 Version: 6.8 Page 37

38 Figure 34 - Invoicing, Choose Redemption Reward Prompt The Max Reward and Qualifying Sales columns MUST balance if you wish to use a redemption. If these two fields have a variance and you proceed with the redemption, the customer will lose that portion of their Reward Redemption Level. For example, if the Max Reward column show $10.00 but Qualifying Sales only shows $8.00, if you process the redemption the customer will lose $2.00 worth of their Points. If the customer does not wish to use their Reward Redemption at this time, select [F11] Cancel and complete the transaction. Their Points will remain on their customer profile so they may use them on a future transaction. 5. The Reward Redemption Level will now display in the Payment Amount field, press [F12] Accept to complete the reward payment Created: January 2018 Version: 6.8 Page 38

39 Figure 35 - Invoicing, Reward Payment Screen If a Reward Redemption Level was applied in error, you may remove the reward payment by selecting the [Reward Payment] line and then selecting [Delete]. This will remove the payment from the transaction, set the transaction back to the full amount owing and add the Points back onto the customers profile. 6. Select the [Payment Type] the customer wishes to use to pay the remaining amount owing and complete the transaction Figure 36 - Rewards Redemption Receipt Created: January 2018 Version: 6.8 Page 39

40 CHAPTER 6 LOYALTY REPORTS OVERVIEW The Loyalty Reports are primarily used to provide information about Rewards Customers including Reward Points that have been earned and current Point Balances. These reports can also be used to audit various loyalty activities throughout the Finestra system. CUSTOMER LOYALTY LIST A Loyalty List Export Report will create a list of your Loyalty Reward Customers and export it into an Excel File. This will include their Customer Details and Current Point Balance. Run a Customer Loyalty List Report 1. Select [F2] Customers, then [F3] Loyalty List 2. Once the Loyalty Customer List appears, you may choose to Print or Save the file Figure 37 - Customer Loyalty List Report Created: January 2018 Version: 6.8 Page 40

41 REWARDS CARD ACTIVITY The Rewards Card Activity Report displays a summary of every transaction that affects customers reward points. Customers current point balances are included. Report Options Figure 38 - Rewards Card Activity Report Options Enter Date Range Enter Customer Last Name Enter Card Number Select the Date Range you wish to run the report for. Use to enter a specific Customer Name, or leave blank to select all. Use to select a specific Rewards Card Number, or leave blank to select all. Run a Rewards Card Activity Report 1. Select [F3] Reports, then choose the [Reward Card Activity] Report 2. Enter the [Date Range], then select any additional Report Options you wish to use 3. Select [Run Report] Created: January 2018 Version: 6.8 Page 41

42 Figure 39 - Rewards Card Activity Report REWARDS ACTIVITY SUMMARY Use the Rewards Activity Summary Report to show a brief one-page Summary of the Points Awarded and Redeemed within the selected date range, or use the Show Current option to display the Summary to Date. Figure 40 - Rewards Activity Summary Report Options Created: January 2018 Version: 6.8 Page 42

43 Run a Rewards Activity Summary Report 1. Select [F3] Reports, then choose the [Rewards Activity Summary] Report 2. Select any additional Report Options you wish to use 3. Select [Run Report] Figure 41 - Rewards Activity Summary Report REWARDS COMPARISON Use the Rewards Comparison Report to compare Sales for Rewards Customers versus sales for Non- Rewards Customers. This report includes the Number of Customers, Items Purchased and the Average Basket Size. Figure 42 - Rewards Comparison Report Options Created: January 2018 Version: 6.8 Page 43

44 Report Options Enter Date Range Select Section / Department Select the Date Range you wish to run the report for. Use to view only the items that are within the selected Section or Department, or leave blank to select all. Run a Rewards Comparison Report 1. Select [F3] Reports, then choose the [Rewards Comparison] Report 2. Enter the [Date Range], then select any additional Report Options you wish to use 3. Select [Run Report] Figure 43 - Rewards Comparison Report Created: January 2018 Version: 6.8 Page 44

45 REWARDS CARD ADJUSTMENTS Use the Rewards Card Adjustments Report to review Manual Point Adjustments. The Date/Time is logged for each manual loyalty point adjustment, as well as the Cashier ID that performed the adjustment. Report Options Figure 44 - Rewards Card Adjustments Report Options Enter Date Range Enter Cashier Enter Customer Last Name Enter Card Number Select the Date Range you wish to run the report for. Use to select a specific Cashier, or leave blank to select all. Use to enter a specific Customer Name, or leave blank to select all. Use to select a specific Rewards Card Number, or leave blank to select all. Run a Rewards Card Adjustments Report 1. Select [F3] Reports, then choose the [Rewards Card Adjustments] Report 2. Enter the [Date Range], then select any additional Report Options you wish to use 3. Select [Run Report] Created: January 2018 Version: 6.8 Page 45

46 Figure 45 - Rewards Card Adjustments Report REWARDS BONUS EVENT Use the Rewards Bonus Event Report to review the success of Bonus Point Events. When item-specific points are assigned, you may review the number of Bonus Points awarded during the event for each item. A Total of Event Bonus Points is included at the end of the report. Figure 46 - Rewards Bonus Event Report Options Created: January 2018 Version: 6.8 Page 46

47 Report Options Select Bonus Event Select Brand Select Category Use to choose the Bonus Points Event you wish to review. Use to view only the items that are within the selected Brand(s). Use to view only the items that are within the selected Category(s). Run a Rewards Bonus Event Report 1. Select [F3] Reports, then choose the [Rewards Bonus Event] Report 2. Select the [Bonus Point Event], then select any additional Report Options you wish to use 3. Select [Run Report] Figure 47 - Rewards Bonus Event Report Created: January 2018 Version: 6.8 Page 47

48 TABLE OF FIGURES Figure 1 - Product File, Reward & Redeemable Flags... 8 Figure 2 - Advanced Search, MultiEdit Reward & Redeemable Flags... 9 Figure 3 - Open Department, Reward & Redeemable Flags Figure 4 - Kroll Customer Account, 3 rd Party Inclusions Figure 5 - Customer Maintenance, Add Rewards to Existing Account Figure 6 - Customer Maintenance, Create a New Rewards Customer Figure 7 - Customer Maintenance, Link a Rewards Customer Figure 8 - Manual Point Adjustments Screen Figure 9 - Manual Point Adjustments, Reason Code Screen Figure 10 - Loyalty Rule Fields Figure 11 - Loyalty Event Header Figure 12 - Loyalty Rule Screen Figure 13 - Coupon Triggered Loyalty Rule Screen Figure 14 - Redeem Points & Save Rule Screen Figure 15 - Redeem Points for a Free Item Rule Screen Figure 16 - Reward Redemption Event, Thresh Holds Screen Figure 17 - Invoicing Screen Figure 18 - Pharmasave Loyalty Rewards Card Figure 19 - Invoicing, Manual Entry of a Rewards Card Figure 20 - Invoicing, Customer Lookup by Last Name Figure 21 - Invoicing, Customer Lookup by Phone Number Figure 22 - Invoicing, Attach Rewards to an Existing Customer Figure 23 - Invoicing, Create a New Rewards Card Customer Figure 24 - Invoicing, "Scan Loyalty Card" Reminder Prompt Figure 25 - Rewards Customer Receipt Figure 26 - Rewards Customer Receipt with PS Products Figure 27 - Non-Rewards Customer Receipt Figure 28 - Invoicing, Loyalty Coupon Entry Figure 29 - Loyalty Coupon Triggered Receipt Figure 30 - Invoicing, Redeem Points & Save Prompt Figure 31 - Redeem Points & Save Receipt Figure 32 - Invoicing, Redeem Points for a Free Item Prompt Figure 33 - Redeem Points for a Free Item Receipt Figure 34 - Invoicing, Choose Redemption Reward Prompt Figure 35 - Invoicing, Reward Payment Screen Figure 36 - Rewards Redemption Receipt Figure 37 - Customer Loyalty List Report Figure 38 - Rewards Card Activity Report Options Figure 39 - Rewards Card Activity Report Figure 40 - Rewards Activity Summary Report Options Figure 41 - Rewards Activity Summary Report Figure 42 - Rewards Comparison Report Options Figure 43 - Rewards Comparison Report Figure 44 - Rewards Card Adjustments Report Options Created: January 2018 Version: 6.8 Page 48

49 Figure 45 - Rewards Card Adjustments Report Figure 46 - Rewards Bonus Event Report Options Figure 47 - Rewards Bonus Event Report Created: January 2018 Version: 6.8 Page 49