A Common Issue
A customer redeems a reward, but it doesn’t apply correctly at checkout in Square. This usually happens when the reward type is set in a way that causes technical limitations.
Problematic Reward Types
These reward types often cause partial redemptions or confusion:
Discount an item
Discount items in specific categories
These options depend on what’s in the cart. If the specific item or category isn’t there, the reward either doesn’t apply or applies partially.
Recommended Setup
We highly recommend setting the reward type to:
➡️ Discount on entire sale
This applies the reward more consistently and avoids checkout issues.
How to Verify the Reward Type in Square
Follow these steps to check (and update) the reward configuration:
Go to your Square Loyalty settings: https://app.squareup.com/dashboard/customers/loyalty/settings
Scroll down to the “Redeeming rewards” section.
Click the three dots
⋯next to a reward and select “Edit.”
Check the Reward Type setting.
If it’s set to “Discount an item” or “Discount an item in specific categories,” change it to:
Discount on entire sale
Save your changes.
Summary
If loyalty points aren’t applying as expected, the reward type is likely the culprit. Choosing "Discount on entire sale" helps avoid technical issues and makes the experience smoother for customers and staff.