Loyalty Programs FAQ

Welcome to the Dutchie POS Loyalty and Marketing FAQ. This guide is designed to help you troubleshoot common issues, configure your rewards programs, and maximize your marketing efforts.

Why aren't my customers' loyalty points showing up?

Loyalty points may not appear for several reasons:

• The customer isn't enrolled in loyalty: Points only accrue when a customer is opted into the dispensary's loyalty program. Ask your budtender to select "Register for Loyalty" at checkout to opt in.
• Points aren't showing online: If points appear in-store but not on your E-Commerce menu, the "Show Loyalty Rewards" feature flag likely needs to be enabled. Contact Dutchie support to turn this on — the POS and online systems share the same unified point balance.
• The customer's phone number changed: Loyalty points are tied to the phone number on the customer profile. If a customer changes their number, their points may appear to vanish because they're still linked to the old number. The dispensary can update the profile to restore access.
• Loyalty is set to "Apply as cash value": If your loyalty program is configured to apply loyalty as a cash value rather than tracking points, earnings will show in dollar amounts in transaction details rather than as a point balance.

How do I set up or configure a loyalty program in Dutchie POS?

You can set up and manage your loyalty program from Dutchie POS Backoffice > Marketing > Loyalty. Key configuration steps include:

• Setting accrual rates: Define how many points are earned per dollar spent.
• Setting redemption values: Define how many points equal specific rewards.
• Choosing loyalty type: Configure loyalty as either a discount applied to orders or as a redeemable payment method at the register.
• Loyalty multipliers: Create multipliers for specific customer groups, including setting a 0x multiplier to prevent certain groups (like employee discount groups) from earning points.

How do I manage customer profiles, merge duplicates, and export customer data?

• Merging duplicates: Use the "Clean Up Duplicate Profiles" feature in Dutchie POS Backoffice to search for and merge duplicate customer records by name, phone number, or other criteria.
• Exporting customers: Export customer data via the Reporting tab in Dutchie Ecommerce Admin. Run a Customers report with Customer Type set to "All" and it will be emailed as a downloadable CSV.
  Note: There is a 1,000-record limit on standard exports; for larger exports, contact Dutchie support for a bulk CSV export request.
• Finding inactive customers: Create a customer segment with "Last purchase date" set to "before 90 days ago," or run the "Patient 90 Day No Visit Report" from your reports menu.

How do I create and manage email marketing campaigns?

Marketing campaigns are managed from Dutchie POS Backoffice > Marketing > Campaigns.

• Campaign templates: Dutchie POS does not currently support converting existing campaigns into templates. You'll need to manually recreate layouts as new templates.
• Campaign analytics: Metrics like "Carts Created" and "Orders Placed" are derived from tracked email click activity. They don't always follow the pattern where carts must exceed orders.
• Archiving = Permanent Deletion: The "Archive" button in Loyalty & Marketing permanently deletes campaigns and cannot be undone. Be sure you're finished with a campaign before archiving.
• Tier Requirements: Workflows, Events & Automation (e.g., automated drip campaigns, birthday triggers) are only available on the Loyalty & Marketing Pro subscription tier. If you only see "Loyalty" and "Discounts" in your Backoffice, you may need to upgrade.

How do I manually add, edit, or adjust loyalty points for a customer?

You can manually adjust loyalty points from the customer's profile in Dutchie POS Register.

• Manager PIN override: You can require a manager PIN to authorize any loyalty point adjustments. Contact Dutchie support to enable this security setting for your registers.
• Points across locations: Loyalty points can typically be used across locations within the same organization on the License Sharing Platform, but check your specific configuration with your dispensary admin.
• Excluding products: Create a loyalty point multiplier with a value of 0 in Marketing > Discounts and set it to apply automatically to the products you want excluded.

How do I set up birthday deals and promotions?

Birthday deals are set up individually by each dispensary using this process:

1. Create a customer segment: Go to Backoffice > Marketing > Segments and create a segment targeting customers with upcoming birthdays.
2. Create a discount: Set up the birthday discount in Marketing > Discounts with the desired reward (e.g., % off, $ off, free item).
3. Create an email campaign: Build an email campaign in Marketing > Campaigns targeting your birthday segment. Include a promotional message and a link to shop.

If you have Loyalty & Marketing Pro, you can also set up automated birthday workflows that trigger without manual intervention.

How do I enable and use SMS/MMS marketing?

SMS marketing is available as an add-on feature.

• Plan Inclusion: SMS is not included by default. Contact your Dutchie account manager to discuss pricing and enable the SMS add-on.
• Prerequisites: The Loyalty & Marketing module must be configured before SMS campaigns can be created.
• Provider Roles: Alpine IQ (AIQ) handles order-status texts and some automated campaigns. Dutchie POS Loyalty & Marketing Pro handles marketing campaign SMS as an optional upgrade.
• Customer Opt-outs: Customers can opt out through their account settings. Admins can also update communication preferences via Dutchie Register or Backoffice under the customer's profile.

How do I create and manage customer segments for targeted marketing?

Customer segments let you group customers for targeted campaigns and loyalty rules. Create them in Backoffice > Marketing > Segments.

Common examples: Customers inactive for 90+ days, VIP spenders, first-time buyers, birthday month customers, or customers with/without email addresses.

How do I block or exclude certain customers from the loyalty program?

While there is no way to fully prevent a customer from re-enrolling (via ecommerce or registers), you can neutralize their participation:

• Manual opt-out: Manually opt a customer out of the loyalty program from their profile.
• 0x loyalty multiplier (Recommended): Create a Customer Group for the customers you want to exclude, then assign a 0x loyalty multiplier to that group. Even if they opt back in, they won't accrue any points.
  • This is ideal for employee discount groups or wholesale customers.

How do I run loyalty and marketing reports?

Dutchie POS offers several reporting options:

• Loyalty discount reports: Found in Backoffice > Reporting to see point redemptions and discount usage.
• Campaign analytics: View open rates, click rates, carts created, and orders placed on each campaign's Overview and Content tabs.
• Customer exports: Run customer reports from the Reporting tab in Dutchie E-Commerce Admin.

Known Limitations

• Bulk transaction notes exports are not currently available as a standard report; contact support for assistance.
• Budtender-level customer retention metrics (repeat visits, loyalty sign-ups by budtender) are not currently available in performance reports.

Can I make phone number and email address required fields for loyalty signup?

Yes. If you want the Dutchie Register to require a phone number and/or email address when budtenders sign up customers for your loyalty program, in the Backoffice, go to Customers > Configure and select the Fields tab. Scroll to the Loyalty Signup section, then set Phone Number and/or Email Address to Required.