PCH Loyalty Reward Perks Reference Manual Finestra POS Version: 6.8.5

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1 PCH Loyalty Reward Perks Reference Manual Finestra POS Version: 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 PERKS PROGRAM DESCRIPTION... 5 Overview... 5 Reward Redemption Levels... 5 CHAPTER #2 PERKS CONFIGURATIONS... 6 Overview... 6 Perks Card Configurations... 6 New Card Bonus... 6 Reward Points & Redeemable Flags... 6 Edit Product File Flags... 7 Edit Flags Using Advanced Search... 7 Edit Open Department Flags... 8 Rx 3 rd Party Inclusions... 9 Edit a Kroll Customer... 9 CHAPTER 3 PERKS CUSTOMER PROFILES Overview Add Perks to an Existing Customer Create a New Perks Customer Manual Perk Adjustments Adjusting Perks CHAPTER 4 BONUS PERK 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 Perks & Save Events Create a Redeem Perks & Save Rule Create a Redeem Perks for a Free Item Rule Rewards Redemption Events Create a Rewards Redemption Event CHAPTER 5 PROCESSING PERKS TRANSACTIONS Overview Lookup Existing Perk Card Information Scan Perks Card Created: August 2017 Version: Page 2

3 Manually Key In a Card Search by Last Name Search by Phone Number Create a New Perk Card Customer Add a Perks Card to an Existing Customer Create a New Perks Card Customer Processing Sales Transactions Processing a Perks Transaction Processing a Transaction Without Perks Processing a Coupon Triggered Loyalty Rule Processing a Redeem Perks & Save Rule Processing a Redeem Perks 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: August 2017 Version: 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: August 2017 Version: Page 4

5 CHAPTER 1 PERKS PROGRAM DESCRIPTION OVERVIEW Customers will collect 1 Perk for every full $10.00 spent before taxes on almost everything in store. If an item is discounted, perks will be rewarded based on the discounted price and not the full retail. Additional Bonus Perk 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 Perk 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 perks for the designated reward value. For instance, when a customer reaches the 15 Perk level, they can redeem their perks for $5.00 off of their current purchase. Alternately, they may keep their perks and continue to collect more so they can earn a higher reward level. A Reward Redemption Level cannot be used on any transaction that contains less than $10.00 worth of product that qualifies for the perks program. For example, Prescriptions, Lottery, Gift Cards, etc do not qualify. Please refer to the Chapter 2 Perks Configurations, Reward Points & Redeemable Flags section of this Reference Manual for a full list of exclusions. Reward Redemption Levels Perks Required Reward Value 15 $5 30 $10 60 $ $40 Created: August 2017 Version: Page 5

6 CHAPTER #2 PERKS 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 Reward Perks program is installed. PERKS CARD CONFIGURATIONS There are two ways to configure the Pharmachoice Loyalty Reward Perks Program. Card Based requires each customer that signs up for the Perks Program must be assigned a PCH Perks Card. This 11-Digit Card Number will be documented on their application form and added into their Perks Customer Profile. The Perks Card can then be scanned at the till to pull up the customers Perks information at the time of sale. Customer Based does not require a Perks Customer to have a card, however the customer will complete an application form and a Perks Customer Profile created. The cashier will manually pull up the customers Perks Card information at the time of sale. This can be done using their Last Name or Phone Number. NEW CARD BONUS If a New Card Bonus is configured, the Bonus Perk Points will be awarded automatically once the Perks 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 Reward Perk Points. Perks 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 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, Tobacco, Transit Tickets/Passes, Charitable Tickets/Donations, Codeine Items and Prescriptions. Please contact your PCH Representative for further details. Created: August 2017 Version: Page 6

7 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 & Redeem 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: August 2017 Version: Page 7

8 Figure 2 - Advanced Search, MultiEdit Reward & Redeem 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: August 2017 Version: Page 8

9 Figure 3 - Open Department, Reward & Redeem Flags RX 3 RD PARTY INCLUSIONS If your province allows perks 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 perks. If a 3 rd Party Payor should have perks 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: August 2017 Version: Page 9

10 Figure 4 - Kroll Customer Account, 3 rd Party Inclusions Created: August 2017 Version: Page 10

11 CHAPTER 3 PERKS CUSTOMER PROFILES OVERVIEW If your store is configured to use the PCH Perks Cards, once the customer has completed the Perks Application Form, be sure to write down their PCH Perks Card Number 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 perk points will apply automatically. If your store is configured Not to use the PCH Perks Cards, once the customer has completed the Perks Application Form, enter their information into Finestra by creating a new Loyalty Customer Profile. If a New Card Bonus is configured, the bonus perk points will apply automatically. If a customer makes a purchase prior to their Perks Customer Profile being created, simply print a duplicate copy of their receipt and staple it to the completed application form. Once the POS operator has created their profile, they can use this receipt to manually add the necessary perks to the customers account. If a Customer Profile already exists for this customer, add the Loyalty Perk setups to the existing profile. ADD PERKS 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 [Perks Card Number] you have provided to this customer If your store is configured Not to use the PCH Perks Cards, you may skip Step #5 listed above. 6. Select [F2] Save To add a new Perks Card to an existing customer using the Invoicing Till program, please refer to the Chapter 5 Processing Perks Transactions, Add a Perks Card to an Existing Customer section of this Reference Manual for further details. Created: August 2017 Version: Page 11

12 CREATE A NEW PERKS CUSTOMER Figure 5 - Customer Maintenance, Add Perks 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: August 2017 Version: Page 12

13 Figure 6 - Customer Maintenance, Create a New Perks 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 [Perks Card Number] you have provided to this customer If your store is configured Not to use the PCH Perks Cards, you may skip Step #7 listed above. 8. Select [F2] Save To create a new Perks Card Customer using the Invoicing Till program, please refer to the Chapter 5 Processing Perks Transactions, Create a New Perks Card Customer section of this Reference Manual for further details. MANUAL PERK ADJUSTMENTS Perks may be adjusted manually as needed, however this program can only be accessed by authorized users. The Perks Adjustments and Employee information will be stored in an audit trail for reporting purposes. Adjusting Perks 1. Select [F2] Customers 2. Lookup the Perks Customer you wish to modify Perks for 3. Select the [Loyalty Details] Tab, then select [F2] Edit Customer Created: August 2017 Version: Page 13

14 4. In the Add Perks Entry Window, enter the [Number of Perks] you wish to add, then select [Add Points] If you need to remove perks, enter the number as a negative. For example, if the customers file shows they have 7 perks but they should only have 5, enter the number as -2. Figure 7 - Manual Perk Adjustments Screen 5. At the Code for Points Addition? message, enter the [Reason] for this adjustment; ie: Receipt Adjustment Figure 8 - Manual Perk Adjustments, Reason Code Screen 6. Select [F12] Accept, then [F2] Save Created: August 2017 Version: Page 14

15 CHAPTER 4 BONUS PERK EVENTS OVERVIEW There are many additional Loyalty Reward Bonus Perk 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 Perk Event and the customer has met the specified purchase criteria for both events, the system will award Perks based on the event with the highest Bonus Perk Value. For example, if UPC belongs to a 2x Perks Event and a 10x Perks Event, and the customer has met the specified purchase criteria for both events, the customer will receive the higher bonus value of 10x the Perks. Loyalty Rule Field Definitions Figure 9 - 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 perks. However, if you enter only , then the customer will earn the bonus perks for every item they purchase that begins with the UPC Segment Created: August 2017 Version: Page 15

16 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 perks 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 perks. For example: if you purchase UPC , you earn 1 bonus perk. 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 perks. For example: for every $50 spent, you earn 2 bonus perks. 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 perks. For example: for every 2 items purchased, you earn 1 bonus perk 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 perks. For example: for every $50 spent, you earn 2 times the bonus perks. 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 perks. For example: for every 5 items purchased, you earn 2 times the bonus perks. Enter the Thresh Quantity or Thresh Dollar Level that the customer must reach before they are able to earn the specified bonus perks. Enter the Perk 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 Perk Event. For example: if the Bonus Perks 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: August 2017 Version: Page 16

17 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: Flyer #1 Bonus Perks 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 [F1] Event Editor Figure 10 - Loyalty Event Header 2. Highlight the Loyalty Reward Perks 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: a. UPC b. Description c. Category d. Manufacturer e. Group f. Private Label Created: August 2017 Version: Page 17

18 5. Select one of the following Loyalty Reward Perks Bonus Level options: 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 perks 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 [Perks Value] that they will earn; ie: Buy 1 Option+ item and earn 1 extra perk, Thresh = 1 & Value = 1 7. Enter a short [Loyalty Code] that best describes your bonus event; ie: OPTBNS1 8. Enter a short [Rule Description] that best describes your bonus event; ie: BUY 1 OPT+, GET 1 BONUS PERK 9. Select [F2] Save Figure 11 - Loyalty Rule Screen Created: August 2017 Version: Page 18

19 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 Perks. 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 [F1] Event Editor 2. Highlight the Loyalty Reward Perks 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: BNSPERK2 6. Select [F2] Save Figure 12 - Coupon Triggered Loyalty Rule Screen Created: August 2017 Version: Page 19

20 REDEEM PERKS & SAVE EVENTS A Redeem Perks & Save Event allows you to create a rule where a sale price is triggered when the customer redeems a set number of perks. For example, you can purchase the Option+ Bathroom Tissue 2 Ply 8 Roll item for $5.99 when you redeem 4 Perks. 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 perks. For example, receive a Paderno Salad Spinner at a $0.00 cost when you redeem 50 Perks. Create a Redeem Perks & Save Rule 1. Select [F1] 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 Perks] that customer must redeem to receive the specified Sale Price; ie: 4 Perks 6. Optional enter a short [Rule Description] that best describes this rule; ie: On Sale $5.99, Use 4 Perks 7. Select [F2] Save Figure 13 - Redeem Perks & Save Rule Screen Created: August 2017 Version: Page 20

21 Create a Redeem Perks for a Free Item Rule 1. Select [F1] 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 Perks] that customer must redeem to receive the specified item Free of Charge; ie: 50 Perks 6. Enter a short [Rule Description] that best describes this rule; ie: Free When Redeeming 50 Perks 7. Select [F2] Save Figure 14 - Redeem Perks 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 Perks 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: August 2017 Version: Page 21

22 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 Reward Values] for each Perk 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 15 - Reward Redemption Event, Thresh Holds Screen Created: August 2017 Version: Page 22

23 CHAPTER 5 PROCESSING PERKS TRANSACTIONS OVERVIEW Once the customers Perk Card information had been added to the transaction, the customers Name & Perk Balance will display at the top of the Invoicing screen. The Perks field on the right-side of the Invoicing screen, will keep a running total of how many perks the customer is earning within the current transaction. Figure 16 - Invoicing Screen LOOKUP EXISTING PERK CARD INFORMATION The customers Perk Card information may be entered by Scanning or Keying In the Perks Card Number. Alternately, you may look up the Perk Card information manually by searching for the customers Last Name or Phone Number. Scan Perks Card If the customer has their Perks Card present, select a [Demographic Key] and simply [Scan] the Perks Card. A Perks Card can be scanned at any point within the transaction. Once scanned, their name and perk balance will display on the Cashiers screen and perks 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 Perks Card Customer profile, please refer to the Chapter 5 Processing Perks Transactions, Create a New Perks Card Customer section of this Reference Manual for further details. Created: August 2017 Version: Page 23

24 Figure 17 - PCH Perks Loyalty Card Manually Key In a Card If the customer has their Perks Card present but the barcode is not scanning, manually [Key In] the Perks Card Number, ie: , and the press [Enter]. Their name and perk balance will display on the Cashiers screen and perks will be applied when the transaction is completed. Figure 18 - Invoicing, Manual Entry of a Perks Card Search by Last Name To search for a perk 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 perk balance will display on the Cashiers screen and perks 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: August 2017 Version: Page 24

25 Figure 19 - Invoicing, Customer Lookup by Last Name Search by Phone Number To search for a Perk 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 perk balance will display on the Cashiers screen and perks 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: August 2017 Version: Page 25

26 Figure 20 - Invoicing, Customer Lookup by Phone Number CREATE A NEW PERK CARD CUSTOMER If your customer has recently signed up to use the PCH Perks program and they would like to use their new Perks Card immediately, you may configure this directly through the Finestra Invoicing program. If a New Card Bonus is configured, the bonus perk points will apply automatically. If your store is configured Not to use the PCH Perks Cards, a Perks Customer Profile cannot be created through the Invoicing program. If the customer wishes to make a purchase prior to their profile being created, print a duplicate copy of their receipt and staple it to the completed application form. Once the POS operator has created their profile, they can use this receipt to manually add the necessary perks to the customers account. Add a Perks Card to an Existing Customer 1. Select [F1] Invoicing, then [F9] Customer Lookup 2. Lookup the Customer you wish to add a Perks Card to 3. Select [F7] Attach Loyalty, then [Scan] the new Perks Card 4. Select [F12] Accept to proceed with the transaction Created: August 2017 Version: Page 26

27 Figure 21 - Invoicing, Attach Perks to an Existing Customer Create a New Perks Card Customer 1. Select [F1] Invoicing, then select a [Demographic Key] 2. [Scan] the new Perks Card to launch the Create a Quick Customer feature 3. Enter the customers [Last Name], then select [F12] Accept Created: August 2017 Version: Page 27

28 Figure 22 - Invoicing, Create a New Perks 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 Perk Card information and then scan the items they wish to purchase. If no Perks Card information has been entered, a reminder message will appear. If the customer has not signed up with the perks program, this is a good time to offer them an application form. Processing a Perks Transaction 1. Select [F1] Invoicing 2. Enter the customers Perk Card information using one of the following methods: Select a [Demographic Key], then [Scan] the customers Perk Card or Select [F9] Customer Lookup, lookup the Perks Customer you wish to use, then select [F12] Accept Created: August 2017 Version: Page 28

29 3. [Scan] all items into the transaction, then select [F9] Pay and complete the transaction If no Perks 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 Perks Card Number, or select [F5] Lookup to manually search for their Perks Card information. Figure 23 - Invoicing, "Scan Loyalty Card" Reminder Prompt A Perks Customer Receipt will provide a summary outlining which Perk Points were Collected, the Total of Perks Collected as well as the customers new Perk Balance. This receipt will also inform the customer which Perks Level & Reward Value they are working towards and whether they qualify for a reward on their next visit. Figure 24 - Perks Customer Receipt Created: August 2017 Version: Page 29

30 Processing a Transaction Without Perks 1. 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. 2. [Scan] all items into the transaction, then select [F9] Pay 3. 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 Perks Customer will display a message explaining how many perks the customer would have qualified for today, if they were using the Perks program. Figure 25 - Non-Perks Customer Receipt Processing a Coupon Triggered Loyalty Rule 1. Select [F1] Invoicing, then enter the customers Perk Card information 2. Key in the [Coupon Code], then press [Enter] to activate the coupon A Loyalty Perk Coupon can only be used once within a transaction. Created: August 2017 Version: Page 30

31 Figure 26 - Invoicing, Loyalty Coupon Entry 3. At the Coupon Added prompt, select [F12] OK 4. [Scan] any remaining items, then select [F9] Pay and complete the transaction Figure 27 - Loyalty Coupon Triggered Receipt Created: August 2017 Version: Page 31

32 Processing a Redeem Perks & Save Rule 1. Select [F1] Invoicing, then enter the customers Perk 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 28 - Invoicing, Redeem Perks & Save Prompt 3. [Scan] all remaining items into the transaction, then select [F9] Pay and complete the transaction Figure 29 - Redeem Perks & Save Receipt Created: August 2017 Version: Page 32

33 Processing a Redeem Perks for a Free Item Rule 1. Select [F1] Invoicing, then enter the customers Perk 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 Perks for a Free Item Prompt 3. [Scan] all remaining items into the transaction, then select [F9] Pay and complete the transaction Figure 31 - Redeem Perks for a Free Item Receipt Created: August 2017 Version: Page 33

34 PROCESSING REDEMPTION TRANSACTIONS If a Perks 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 Perks as a payment against their current purchase or continue to save their Perks for future use. Perks will not be rewarded on the redemption portion of a transaction. A Reward Redemption Level cannot be used on any transaction that contains less than $10.00 worth of product that qualifies for the perks program. For example, Prescriptions, Lottery, Gift Cards, etc do not qualify. Please refer to the Chapter 2 Perks Configurations, Reward Points & Redeemable Flags section of this Reference Manual for a full list of exclusions. Processing a Reward Redemption 1. Select [F1] Invoicing, then enter the customers Perk 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 Figure 32 - 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 $5.00 but Qualifying Sales only shows $4.00, if you process the redemption the customer will lose $1.00 worth of their Perks. Created: August 2017 Version: Page 34

35 If the customer does not wish to use their Reward Redemption at this time, select [F11] Cancel and complete the transaction. Their Perks 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 Figure 33 - 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 Perks 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 Created: August 2017 Version: Page 35

36 Figure 34 - Perks Redemption Receipt Created: August 2017 Version: Page 36

37 CHAPTER 6 LOYALTY REPORTS OVERVIEW The Loyalty Reports are primarily used to provide information about Perks Customers including Perk Points that have been earned and current Perk 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 Perk Customers and export it into an Excel File. This will include their Customer Details and Current Perk 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 35 - Customer Loyalty List Report Created: August 2017 Version: Page 37

38 REWARDS CARD ACTIVITY The Rewards Card Activity Report displays a summary of every transaction that affects customers perk points. Customers current perk balances are included. Report Options Figure 36 - 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 Perks 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: August 2017 Version: Page 38

39 Figure 37 - Rewards Card Activity Report REWARDS ACTIVITY SUMMARY Use the Rewards Activity Summary Report to show a brief one-page Summary of the Perks Awarded and Redeemed within the selected date range, or use the Show Current option to display the Summary to Date. Figure 38 - Rewards Activity Summary Report Options Created: August 2017 Version: Page 39

40 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 39 - Rewards Activity Summary Report REWARDS COMPARISON Use the Rewards Comparison Report to compare Sales for Perk Customers versus sales for Non-Perk Customers. This report includes the Number of Customers, Items Purchased and the Average Basket Size. Figure 40 - Rewards Comparison Report Options Created: August 2017 Version: Page 40

41 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 41 - Rewards Comparison Report Created: August 2017 Version: Page 41

42 REWARDS CARD ADJUSTMENTS Use the Rewards Card Adjustments Report to review manual Perk Adjustments. The Date/Time is logged for each manual loyalty perk adjustment, as well as the Cashier ID that performed the adjustment. Report Options Figure 42 - 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 Perks 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: August 2017 Version: Page 42

43 Figure 43 - Rewards Card Adjustments Report REWARDS BONUS EVENT Use the Rewards Bonus Event Report to review the success of Bonus Perk Events. When item-specific perks are assigned, you may review the number of Bonus Perks awarded during the event for each item. A Total of Event Bonus Perks is included at the end of the report. Figure 44 - Rewards Bonus Event Report Options Created: August 2017 Version: Page 43

44 Report Options Select Bonus Event Select Brand Select Category Use to choose the Bonus Perks 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 Perks Event], then select any additional Report Options you wish to use 3. Select [Run Report] Figure 45 - Rewards Bonus Event Report Created: August 2017 Version: Page 44

45 TABLE OF FIGURES Figure 1 - Product File, Reward & Redeem Flags... 7 Figure 2 - Advanced Search, MultiEdit Reward & Redeem Flags... 8 Figure 3 - Open Department, Reward & Redeem Flags... 9 Figure 4 - Kroll Customer Account, 3 rd Party Inclusions Figure 5 - Customer Maintenance, Add Perks to Existing Account Figure 6 - Customer Maintenance, Create a New Perks Customer Figure 7 - Manual Perk Adjustments Screen Figure 8 - Manual Perk Adjustments, Reason Code Screen Figure 9 - Loyalty Rule Fields Figure 10 - Loyalty Event Header Figure 11 - Loyalty Rule Screen Figure 12 - Coupon Triggered Loyalty Rule Screen Figure 13 - Redeem Perks & Save Rule Screen Figure 14 - Redeem Perks for a Free Item Rule Screen Figure 15 - Reward Redemption Event, Thresh Holds Screen Figure 16 - Invoicing Screen Figure 17 - PCH Perks Loyalty Card Figure 18 - Invoicing, Manual Entry of a Perks Card Figure 19 - Invoicing, Customer Lookup by Last Name Figure 20 - Invoicing, Customer Lookup by Phone Number Figure 21 - Invoicing, Attach Perks to an Existing Customer Figure 22 - Invoicing, Create a New Perks Card Customer Figure 23 - Invoicing, "Scan Loyalty Card" Reminder Prompt Figure 24 - Perks Customer Receipt Figure 25 - Non-Perks Customer Receipt Figure 26 - Invoicing, Loyalty Coupon Entry Figure 27 - Loyalty Coupon Triggered Receipt Figure 28 - Invoicing, Redeem Perks & Save Prompt Figure 29 - Redeem Perks & Save Receipt Figure 30 - Invoicing, Redeem Perks for a Free Item Prompt Figure 31 - Redeem Perks for a Free Item Receipt Figure 32 - Invoicing, Choose Redemption Reward Prompt Figure 33 - Invoicing, Reward Payment Screen Figure 34 - Perks Redemption Receipt Figure 35 - Customer Loyalty List Report Figure 36 - Rewards Card Activity Report Options Figure 37 - Rewards Card Activity Report Figure 38 - Rewards Activity Summary Report Options Figure 39 - Rewards Activity Summary Report Figure 40 - Rewards Comparison Report Options Figure 41 - Rewards Comparison Report Figure 42 - Rewards Card Adjustments Report Options Figure 43 - Rewards Card Adjustments Report Figure 44 - Rewards Bonus Event Report Options Created: August 2017 Version: Page 45

46 Figure 45 - Rewards Bonus Event Report Created: August 2017 Version: Page 46