This guide impacts Dutchie POS and Dutchie Ecommerce. It is intended for Budtenders, Managers, and Front of House staff who need to access, verify, or troubleshoot customer loyalty point balances, tier statuses, and reward history. This article mainly focuses on troubleshooting steps for third-party loyalty points like Springbig and Alpine IQ.
What is the issue?
Dispensary staff are unable to locate or verify a customer's loyalty point balance within the POS or on their ecommerce menu. This typically involves points not appearing in the customer profile, balances appearing outdated, or the loyalty section failing to load recent activity.
What’s causing the issue?
The primary cause is often an inactive loyalty integration or a customer profile that is not properly linked to a third-party provider like Alpine IQ or Springbig. Because Dutchie POS syncs this data from external providers, any discrepancy in the third-party dashboard will reflect in the POS.
How do I solve the issue?
Before you begin, ensure your loyalty integration is active in your site settings and the customer has a profile in your third-party loyalty platform.
- Navigate to Customers.
- Search for the customer using the Name, Phone number, or Email fields.
- Select the customer's name to open their profile.
- Locate the Loyalty section to view the Point balance, Tier status, and recent activity.
- If the balance appears incorrect, log in to your third-party loyalty provider's dashboard to verify the source of truth.
- For Ecommerce issues, navigate to Settings > Loyalty to confirm the loyalty display toggle is turned on.
- If the loyalty section does not appear or sync, verify that the customer's profile is correctly linked to their loyalty account.
If the loyalty information still does not display after these steps, contact Dutchie Support for further investigation.
Possible alternative causes
- Customer not enrolled in the loyalty program: Profile exists in POS but they never signed up for loyalty
- Duplicate customer profiles: Points are accumulating on a different profile (e.g., one with email, one with phone)
- Browser cache / session issues: Stale data displaying in POS or Ecommerce; a hard refresh may resolve
- API sync delay or outage: The third-party loyalty provider's API may be experiencing latency or downtime, causing stale or missing data
- Incorrect customer matching: Phone number or email mismatch between POS customer record and loyalty provider account
- Loyalty program paused or deactivated by the dispensary: Admin may have turned off the loyalty program without informing all staff
- Points expiration: Customer's points may have expired per the loyalty program's expiration rules
- Tier demotion: Customer's tier status changed due to inactivity or spend thresholds not being met
- E-Commerce loyalty settings incomplete: As noted above, all three ecommerce settings must be enabled; missing even one will prevent loyalty from displaying
- Recent migration: If the dispensary recently migrated to Dutchie POS, loyalty data may not have been fully transferred
- Multi-location issues: Points earned at one location may not be visible at another if the loyalty program isn't configured for cross-location redemption
- Third-party provider plan limitations: The dispensary's plan with Alpine IQ/Springbig may not include POS integration features
Commonly asked questions
- Why is the point balance in the POS different from what the customer sees on their app?
- How do I find out how many points a customer has available to spend?
- Where can I see a history of the points a customer recently earned?
- What do I do if the loyalty section is missing from a customer's profile?
- How can my customers check their own point totals on our website?
- I'm looking at a customer's profile and there's no loyalty section: where did it go?
- A customer says they have 500 points but I'm only seeing 200 in the POS: why is it different?
- The loyalty points haven't updated since yesterday: is there a sync issue?
- We just set up Springbig but I can't see any loyalty data in Dutchie POS yet.
- 5. A customer's tier status is showing as 'Bronze' but they should be 'Gold': how do I fix this?
- How do I check a customer's point balance before they check out?
- The loyalty section is spinning/loading but never shows any data.
- We turned on loyalty for our ecommerce site but customers can't see their points online.
- A customer redeemed points last week but it's not showing in their
- history.
- We switched from Alpine IQ to Dutchie Loyalty: where did our old customer points go?
- Can my budtenders look up how many points someone earned on their last visit?
- I'm in the customer profile and the loyalty section just says 'Not Connected': what does that mean?
- Points are showing up for some customers but not others: what's going on?
- How do I reconnect a customer's loyalty account if it got unlinked?
- A customer says their app shows different points than what we see in the register.
- A customer wants to know why they didn't get points for their last purchase.
- Someone is asking how to check their points on our website and can't find it.
- A customer says they used to have a loyalty account but now it's gone after we changed systems.