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SellTreez: Troubleshooting & Configuring Alpine IQ with Treez

This guide outlines common troubleshooting steps and configuration tips for Alpine IQ when customers report issues with rewards points.

Treez Support avatar
Written by Treez Support
Updated this week

Verifying Customer Loyalty Status

Problem: A customer has no reward points available for redemption at the POS.

Steps to Resolve:

  1. In Treez, confirm the customer has an Alpine IQ Contact ID linked to their account.

  2. Copy the Contact ID and log into Alpine IQ.

  3. Navigate to Customers → Personas and search by the Contact ID.

  4. Open the customer’s profile.

    • If the customer is not marked as a loyalty member, their purchases will sync but no points will accrue.

  5. 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:

  1. Go to Settings → Integration → Treez → Edit.

  2. Locate the setting: Enroll Personas in Loyalty Program Who Purchased After [Date].

  3. 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:

  1. Go to Team Members in Alpine IQ.

  2. Assign Staff Role Permissions with restricted access:

    • Disable the ability to edit or add points.

    • Allow only the ability to view customer profiles.

  3. 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.

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