Have a question or a problem using FTx Loyalty?
Please utilize our Support FAQ for answers to some common issues.

Question

What loyalty offerings does FasTrax provide?

Answer

FasTrax has 3 different loyalty offerings: integrated, enhanced, and Loyalty~n~Save.

Question

What is the different in the loyalty offerings?

Answer

Below are the differences in each of the offerings:

  1. Integrated Loyalty - This loyalty offering comes built in with FasTrax POS. This allows you to add loyalty customers, search loyalty customers, utilize manufacturer campaigns, a single post-sale coupon campaign, and loyalty system discounts.
  2. Enhanced Loyalty - This is a premium offering that builds upon the built-in integrated loyalty. This gives access to all of the integrated loyalty offering, in addition to open ended campaigns, unlimited post-sale coupon campaigns, raffle campaign type, auto reward every X customer campaign type, and detailed reporting.
  3. Loyalty~n~Save - This is a premium offering that gives the ability to manage loyalty campaigns from anywhere or any device with internet access. It also gives loyalty customers access to a mobile application that receives push notifications, allows customers to refer friends to campaigns, allows fun teams to be created and lets customers earn points faster, integrates with social media, and additional campaign types: anniversary, we miss you, enrollment, and birthday.

Question

Do all the loyalty offerings work with manufacturer incentive programs, such as the Altra loyalty campaigns?

Answer

Absolutely! Each of our loyalty offerings supports every single aspect of the Altria and RJ Reynolds campaigns. We even have documentation and videos to assist with setting these up.

Question

Where is all of the loyalty data stored?

Answer

All loyalty information, including customer details, balances, transactional data, redemptions, and shopping history is kept locally on the server that houses the FasTrax database.

Question

How easy are loyalty customers to add?

Answer

Adding loyalty customers is a simple process that anyone can do, and there are multiple ways to do this. Loyalty customers can be added at any location within the POS by manually typing in customer information or by simply just scanning a driver's license! They then are shared and can be utilized across all stores. Loyalty customers can also be added at corporate too.

Question

Are loyalty customers shared across all my stores and accessible to other stores?

Answer

Yes, once a customer is added at corporate or any of your stores, they can be utilized from any other location. All of their balances will also carry over too.

Question

How are loyalty customers presentede coupons?

Answer

If the loyalty customer is due a coupon at the end of the transaction, the receipt printer will print out a coupon and the customer's balance will be adjusted accordingly.

Question

How are loyalty coupons redeemed at the POS?

Answer

Each loyalty coupon has a scannable barcode. Simply scan that barcode during a transactions and the appropriate value will be reduced from the transaction.

Question

Where are loyalty reports located?

Answer

Loyalty reports for enhanced loyalty are located within Director and the loyalty module. Loyal~n~Save reports are located on the FasTrax Control Center. Integrated loyalty does not have reporting available. Please see the FAQ titled "What are Integrated Loyalty Limitations" for more details.

Question

What are the limitations of integrated loyalty?

Answer

Integrated loyalty allows for the following: all features of PM and RJR loyalty campaigns, a single post sale coupon campaign, and full access to system discounts with loyalty requirements (with system discount reports). Integrated loyalty does not have reporting options for loyalty campaigns or loyalty customers.

Problem

When searching or adding loyalty customers, you receive an error message stating "Error Processing Loyalty Request: The request failed with an empty response."

Resolution

  1. Make sure that internet connectivity exists at the store itself, and also at corporate. This can be verified by opening an internet browser on the store machine and corporate server and navigating to www.google.com. If the page doesn't load, internet issues exist and the ISP should be contacted.
  2. If internet connectivity exists, make sure that the corporate server does not have a firewall turned on, such as the Windows firewall, Norton Firewall, etc
  3. Verify that the IP address to the corporate server is correct in the POS Settings - Other Settings. You can find the public IP address of corporate by navigating to http://www.whatsmyip.org/ on the corporate server
    1. Remember that if using a port other than port 80, that port has to be at the end of the IP address like in the example 1.2.3.4:5

Question

Why can I not scan a driver's license to search for or add a loyalty customer?

Answer

You need to be scanning the license with a 2D Imaging barcode scanner. Standard 1D linear barcode scanners are not capable of scanning driver's license barcodes.

Question

Where can the Loyal~n~Save mobile application be downloaded?

Answer

The Loyal~n~Save mobile application is a free application for customers and can be downloaded from the Google Play Store for Android devices and the Apple App Store for iOS devices.

Question

Can the loyalty offerings be used in a single store environment, not requiring a corporate location?

Answer

Absolutely! All of our loyalty offerings can be used in both a single store or corporate environment.

Question

Can loyalty campaigns overlap on products and share balances?

Answer

In enhanced loyalty and Loyal~n~Save, absolutely. You control what campaigns are running, what awards points, and if balances for each campaign are separate or shared!