Pharmasave Rewards Program Configuration, Use, & Frequently Asked Questions

Transcription

1 April 2015 Pharmasave Rewards Program Configuration, Use, & Frequently Asked Questions In this document you will find an overview of the Pharmasave Rewards program for participating Pharmasave stores, including an outline of the configuration and the answers to some frequently asked questions. Program Description EARN POINTS & SAVE! Customers will collect 1 point for every full $1 spent (before taxes and discounts) on almost everything in store. On Pharmasave Brand and WellQuest products, customers collect double points, so 2 points for every $1. There are 10 redemption levels: 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 When a customer reaches a redemption level, they have the option of redeeming their points for the associated reward value, or continuing to collect. For instance, when a customer reaches the 300 point level, they can redeem their points for $5 off their purchase, or continue to save points until they reach a higher reward level. The full reward value needs to be spent in one transaction (qualifying products only), so in the example above, the full $5 would have to be spent in one transaction, or the remaining reward dollars will be forfeited. Customers have the option of redeeming at a lower level if they choose, so if they are at the 600 point level, they may choose to only redeem 300 points to take $5 off their purchase.

2 Frequently Asked Questions 1. Do customers need to carry their cards with them? No. Customers can simply use their phone numbers at store level to collect points. However, we strongly recommend that stores make it mandatory for customers to provide a piece of photo identification when redeeming points (in order to prevent the possibility of fraud). 2. What is the maximum reward discount that can be redeemed in one transaction? The maximum redemption per transaction is $50 pre-tax. 3. What items are included/excluded from the Pharmasave Rewards program? Please see Application Form for details of what items are included/excluded. 4. Will points ever expire? No, there is no expiration date on Pharmasave Rewards points, however, Pharmasave reserves the right to alter or discontinue the Rewards program at any time with 30 days-notice to customers. 5. Do customers have to pay taxes on purchases paid for with points? In accordance with the Federal and Provincial taxation laws, Pharmasave Rewards members must pay all applicable taxes on the full purchase price prior to the application of the discount. 6. Do customers collect points on items paid for with reward dollars? No, customers do not collect points on items paid for with Pharmasave Rewards dollars. 7. Can a customer use their Pharmasave Brand loyalty card and/or Cosmetic Club Card (or any other loyalty card) in conjunction with the Pharmasave Rewards card? No, we are recommending that stores discontinue the Pharmasave Brand loyalty card and the Cosmetic Club card and replace both cards with the Pharmasave Rewards cards. 8. What should be done with a customer s Pharmasave Brand card and Cosmetic Club card? We recommend that you encourage your customers to trade in their old cards by offering the equivalent amount of points to the number of stamps they currently have on their old cards.

3 Pharmasave Brand card We recommend awarding them 80 Pharmasave Rewards points for each stamp a customer has on their Pharmasave Brand card. This takes into account that a customer could have redeemed a fully stamped card for a $10 purchase, which equals $1.00 per stamp or 80 Pharmasave Rewards points. Cosmetic Club card We recommend awarding them 160 Pharmasave Rewards points for each stamp a customer has on their Cosmetic Club card. This takes into account that a customer could have redeemed a fully stamped card for a $20 purchase, which equals $2.00 per stamp or 160 Pharmasave Rewards points. Some stores will have the capability of adding points at the till. If you are one of those stores, simply determine the total amount of points to be rewarded, add the points to the customer s account, and tear up discard their old card. If you don t have the capability of adding points at the till, take the customer s card, write their phone number on the back of the card, and give to your POS operator to add the points. Be sure to let your customer know that they will see these points on their next transaction s receipt. NOTE: Situations could arise that require staff and/or management to make judgment calls. Please remember that we want to ensure every shopping experience is a positive one. 9. Do customers need to complete the entire application form? While it is not mandatory for customers to complete the entire application form, it is strongly recommended that customers do so. This will allow them to receive information from Pharmasave on in-store specials, events, etc. The mandatory fields are name and phone number. 10. What happens if a customer loses their card? If a customer loses their card, they will need to select the I am requesting a replacement card box on the application form, and if they do not know their original card number, they can simply include their full name and phone number. You or your POS Operator can then look up their account using their name or phone number, and transfer points from their original card, onto their new card. If you do not have the capability of doing this at the till, please inform your customer that their points from their original card will appear on their next transaction s receipt. 11. Can cards be linked so family members can collect points on the same account? Yes, cards can be linked. Points will be accumulated together and may be redeemed by any of the family members. 12. Can customers collect points when coupons are used? Customers will collect points on the full value of their purchase if a manufacturer s coupon is used. If a store coupon is used, the customer will not collect points on the coupon value.

4 13. What will Pharmasave do with the customer information collected? Pharmasave will not give or sell customer information to anyone outside of Pharmasave. Occasionally, Pharmasave will contact customers with information that may be of interest or value to them. It is important to keep completed application forms in a safe place (i.e. locked in cash room) to protect customer privacy. 14. What information will customers see on their transaction receipts? When a Rewards card is used, the customer s current point balance, points earned on that transaction, and next Reward level, will all appear on their receipt. If a Rewards card is not scanned, the number of points that could have been earned will appear for stores using Finestra, and for stores using Margin Plus, the following message will appear at the bottom of the receipt: Earn Points & Save with Pharmasave Rewards See cashier for details. 15. Can points be added to a customer s account after the transaction is complete? This is a password protected function that cannot be completed at the till, so it is important to ask each customer if they have a card before completing the transaction.

5 Store Configuration: FINESTRA While there are some configurations which may be modified at store level if required, the default configurations will be activated when the Rewards Program is installed. Once the program is installed and tested, each store will maintain their own customer profile list, and will maintain their own bonus points scenarios. Please refer to the At the Till section of this document for instructions on how to process Rewards Cards at the till. General Program Setup The system will be configured by POSitec, to award one Reward Point per pre-tax dollar spent. Two Reward Points per pre-tax dollar will be assigned for all qualifying PS Brand items. If you wish to award a New Card Bonus, please indicate this to your POSitec Installer at the time of configuration. To adjust the New Card Bonus, please call POSitec Customer Support. The rewards table will be configured as follows, and may not be modified: 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 Points will be awarded on pre-tax values for all qualifying purchases, based on REWARD system configuration at item level. This configuration will be implemented initially by your POSitec Installer, however you may review and modify it at any time using [Page 2] in the Product File, or using Advanced Search queries and updates. Rewards will be applied during REDEMPTION transactions, whenever Reward Dollars are available and the selection is made. Qualifying reward items are maintained using REDEEM system configuration. This configuration will be implemented initially by your POSitec Installer, however you may review and modify it at any time using [Page 2] in the Product File, or using Advanced Search queries and updates.

6 Using the System Adding a New Customer To add a new Loyalty customer, you may scan or key the card number in at any time during a transaction. If this is a new card, the system will prompt you to enter basic customer information. If configured, New Card bonus points will apply automatically. Transaction points will be added. You may complete the customer details in [Customers]. New customers may also be automatically added through [Customers] if required. If a customer is manually added in [Customers], once the Contact Info is entered, select [Loyalty Details] tab. Select the [Collect Loyalty Points] checkbox, and enter the customer card number into the [Loyalty Number] field. If configured, New Card bonus points will apply automatically. Manual Points Adjustment Points may be manually adjusted within the [Customers] profile. To adjust points, select the customer then select the [Loyalty Details] tab. Select [F2] Edit Customer then type the adjustment into the Add Points entry window. Select [Add Points]. Please Note: this program may only be accessed by authorized users. You may be asked to enter a password. You will also be asked to enter a reason. The reason is stored in an audit table for reporting purposes. Managing Bonus Point Scenarios You may use the [Loyalty Event] setting in Event Editor to create additional Bonus Points scenarios at any time. These Bonus scenarios are store specific and should be maintained individually in each store. At the Till You will receive a reminder at the end of each transaction when [Pay] is selected, to ask the customer for their Rewards card. If the customer does not have a card, this is a good time to offer them a registration. You may enter the customer card at any point in the transaction. Customer Information may be entered in any of the following ways: Scan Card If the customer has their card present, simply scan the barcode on the card. The customer s name will be displayed on the Cashier Screen and points will be applied. Manually Key Card If the customer has their card present but it cannot be scanned, you can manually key the card number (including the alpha-prefix). The customer s name will be displayed on the Cashier Screen and points will be applied. Search by Name/Phone Number You may select [Customer Lookup] demographic, then use the available search criteria to select the customer. Once a customer has been selected, the customer s name will be displayed on the Cashier Screen and points will be applied. Each Rewards Customer receipt will provide a Reward Summary at the end of each transaction, outlining the opening balance, any in transaction activity, and the new total. Redemption Transaction If a redemption level has been reached, you will be notified and may select the redemption option from within the [Pay] screen.

7 Points will not be awarded for the redemption portion of a redemption transaction Unused reward dollars will be discarded, and will not be available for future use One redemption may be used per transaction If a redemption is applied in error, press [Delete Payment] to un-apply Loyalty Listing You may print a list of your PS Reward card holders at any time. Select [F2] Customers, [F3] Loyalty List. A list of PS Reward card holders will be produced, including customer details and current points balance. Rewards Reports There are several reports available with the Rewards Program. They can be found on the [F3] Reports menu. The available reports are: Rewards Bonus Event Use this report to review the details of a Bonus Event Rewards Comparison Use this report to compare sales and average basket between Reward and non-reward transactions Rewards Activity Summary Use this report to review points and rewards given during a selected timeframe

8 Store Configuration: MARGIN PLUS While there are some configurations which may be modified at store level if required, the default configurations will be activated when the Rewards Program is installed. Once the program is installed and tested, each store will maintain their own customer profile list, and will maintain their own bonus points scenarios. Please refer to the At the Till section of this document for instructions on how to process Rewards Cards at the till. General Program Setup The system will be configured by POSitec, to award one Reward Point per pre-tax dollar spent. Two Reward Points per pre-tax dollar will be assigned for all qualifying PS Brand items. If you wish to award a New Card Bonus, please indicate this to your POSitec Installer at the time of configuration. To adjust the New Card Bonus, please call POSitec Customer Support. The rewards table will be configured as follows, and may not be modified: 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 Points will be awarded on pre-tax values for all qualifying purchases, based on REWARD club configuration which can be found in E-29-8 Club Maintenance. This club will be configured initially by your POSitec Installer, however you may review and modify it at any time. Rewards will be applied during REDEMPTION transactions, whenever Reward Dollars are available and the selection is made. Qualifying reward items are maintained in the REDEEM club configuration which can be found in E-29-8 Club Maintenance. This club will be configured initially by your POSitec Installer, however you may review and modify it at any time.

9 Using the System Adding a New Customer When the customer has completed the application entry form, enter their information into MarginPlus using E-29-3 Member Card Maintenance. Some stores have the capability of accessing MarginPlus at the till, which allows them to add customers right away. Customers will instantly see their point balance on their receipt. Alternately, the new card can be scanned at the time of purchase. The Customer Name will display as New Card and the profile can be completed at a later time. Points will be awarded immediately. If there is more than one card associated with a family and they would like to collect points together, use Field #25 to link all family cards to one primary card. Manual Points Adjustment Points may be manually adjusted using E Points & Rewards Maintenance. Please Note: this program may only be accessed by authorized users. You will be asked to enter a password. You will also be asked to enter your clerk ID. This information is stored in an audit table for reporting purposes Managing Bonus Point Scenarios You may use E Bonus Points Scenarios to create additional Bonus Points scenarios at any time. These Bonus scenarios are store specific and should be maintained individually in each store. The fields are as follows: Scenario Code Use this field to briefly identify the scenario.

10 Description Use this field to describe the scenario. Assign Items Use the Include/Exclude options to create a Collection identifying which items qualify for the bonus scenario. Start Date/Time Use these fields to indicate when the scenario should begin. End Date/Time Use these fields to indicate when the scenario should end. Trigger Event Use this field to identify what event must occur in order to trigger the bonus scenario: Select Dollar if the bonus scenario should be applied when a specific dollar value has been reached. Select Quantity if the bonus scenario should be applied when a specific number of items has been reached. Reward Use this field to indicate what the bonus reward will be: Select Fixed if a specific number of bonus points will be applied. Select Multiplier if the regular points will be multiplied. Limit Per Transaction Use this field to identify how many times a customer may receive the bonus scenario within one transaction. Over-ride? Use this field to determine whether you want to allow an over-ride option to the Limit. Enable? This field must be set to YES in order for the scenario to be active. At the Till You will receive a reminder at the start of each transaction, to ask the customer for their Rewards card. If the customer does not have a card, this is a good time to offer them a registration. You may enter Customer Information at any point in the transaction after the first item has been scanned and before tendering begins. Customer Information may be entered in any of the following ways: Scan Card If the customer has their card present, simply scan the barcode on the card. The customer s name will be displayed on the Cashier Screen and points will be applied. Manually Key Card If the customer has their card present but it cannot be scanned, you can manually key the card number (excluding the alpha-prefix) then press <Loyalty>. The customer s name will be displayed on the Cashier Screen and points will be applied. Search by Name You may do a Last Name search by pressing <Alpha>, type the customer s last name then press <Loyalty>. A list will

11 be presented. Once a customer has been selected, the customer s name will be displayed on the Cashier Screen and points will be applied. Search by Phone Number You may do a Phone Number search by pressing <Alpha>, type the customer s phone number as indicated in E-29-3, Field #10, then press <Loyalty>. A list will be presented. Once a customer has been selected, the customer s name will be displayed on the Cashier Screen and points will be applied. Each Rewards Customer receipt will provide a Reward Summary at the end of each transaction, outlining the opening balance, any in transaction activity, and the new total. Sample Receipt Summary: All purchases which do not include a Rewards Customer will display a message reminding the customer they may wish to request a card. The message will be similar to the following example.

12 Sample Receipt Message: Redemption Transaction At any time during a transaction you may press the [Loyalty] button to see a summary of the customer s current point balance. If a redemption level has been reached, you may select the redemption option from within this screen. Points will not be awarded for redemption portion of a redemption transaction Unused reward dollars will be discarded, and will not be available for future use One redemption may be used per transaction If a redemption is applied in error, press [Loyalty] again then select the un-apply option Print Customer Export You may use E Customer Card Export to export customer details to MS Excel format. The resulting file may be accessed via the store network, from any authorized PC. If you have never used MarginPlus Excel functions in the past, please contact POSitec Customer Support to ensure your network is configured correctly prior to use. Rewards Reports There are several reports available with the Rewards Program. E Customer Points & Rewards Use this report to review a summary of activity by customer. Total at the end of the report E Reward Card Adjustment Report Use this report to audit manual points adjustments E Bonus Event Report Use this report to review the details of a Bonus Event E Loyalty Comparison Report Use this report to compare sales and average basket between Reward and non-reward transactions E Loyalty Activity Summary Use this report to review points and rewards given during a selected timeframe

13