Verifying Customer Loyalty Status
Problem: A customer has no reward points available for redemption at the POS.
Steps to Resolve:
In Treez, confirm the customer has an Alpine IQ Contact ID linked to their account.
Copy the Contact ID and log into Alpine IQ.
Navigate to Customers → Personas and search by the Contact ID.
Open the customer’s profile.
If the customer is not marked as a loyalty member, their purchases will sync but no points will accrue.
To fix:
Click Edit Traits → scroll to Loyalty Status → enable via toggle.
Alpine IQ will sync purchase history after business hours and apply points overnight.
Enabling Auto-Enroll for Loyalty Program
To reduce manual fixes:
Go to Settings → Integration → Treez → Edit.
Locate the setting: Enroll Personas in Loyalty Program Who Purchased After [Date].
Set this date to when you first started processing transactions in Treez.
This ensures anyone who has purchased since that date is automatically enrolled as a loyalty member and earns points.
SMS Text Campaigns vs. Loyalty Program
It’s important to understand the difference:
Loyalty Program: Customers earn and redeem points regardless of SMS consent.
SMS Campaigns: Customers must opt in to receive promotional texts.
Opt-in Configuration:
In Signup Forms, customers can check a box to consent to SMS messaging.
After consenting:
Opt-in Mode A (Default) > SMS: Send Opt-in Status Request: Customer must reply “YES” to a text to join.
Opt-in Mode B (Recommended) > SMS: Automatic Opt-In: Customer is automatically enrolled and can reply “STOP” to opt out.
Tip: Loyalty membership does not require SMS participation. Customers may be loyalty members even if opted out of SMS campaigns.
Signup Form Best Practices
Use a QR Signup Form to collect customer details.
Form includes:
Signature
Checkbox for SMS consent
Configure the SMS toggle option based on whether you want:
Explicit opt-in (reply required) = SMS: Send Opt-in Status Request, or
Default opt-in with option to opt-out = SMS: Automatic Opt-In.
Staff Access & Permissions
If you want staff (e.g., budtenders, general managers) to help with basic troubleshooting:
Go to Team Members in Alpine IQ.
Assign Staff Role Permissions with restricted access:
Disable the ability to edit or add points.
Allow only the ability to view customer profiles.
With this access, staff can:
Verify customer email and phone number match Treez.
Confirm loyalty status.
This provides staff with visibility while preventing unauthorized adjustments to rewards.
Summary
No Points Issue: Confirm and enable Loyalty Status.
Auto-Enroll Setting: Backdate to Treez launch date for seamless loyalty enrollment.
SMS vs. Loyalty: Independent programs; configure opt-in strategy based on customer experience goals.
Staff Permissions: Restrict edits but allow view access for troubleshooting at the POS.