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COMO Basic | Merchant FAQ

Como Knowledge Team

 

The Como Basic Loyalty Plan allows merchants to provide value and generate revenue from their customer base by providing digital receipts, targeted communication, and redemption of points and dashboard reporting.

A merchant’s customer becomes a loyalty member upon registering to participate in the merchant’s loyalty program.

*Important Disclaimer:* Please remember that it is your responsibility to determine what your legal obligations might be under applicable privacy and data protection laws. If you are required to provide your end users with a privacy notice, please provide a link to that notice at hrpossupport@heartland.us and Como will ensure that it is accessible to your end users as they interact with your program.  

Access

  • How do I access the loyalty platform?
    Log into the Heartland Admin Portal and select the Loyalty HUB button on the left-hand side. 

Customer Membership

  • How do I register a customer to become a loyalty member?
    • New customers can sign up for the loyalty program directly in the Customer Portal (found in your Welcome Email) to become a loyalty member.

    • Auto-registration is completed via the POS. The POS system will link the loyalty member's phone number to a transaction. Once a transaction has been completed, the POS will send an SMS where the user must agree to the Terms and Conditions to complete their registration. Please note, if a customer does not agree to the Terms and Conditions, they will not be able to benefit from any loyalty discounts.

  • What is the Customer Portal?
    The Customer Portal (found in your Welcome Email) is where new customers can register to become loyalty members and existing members can view their account info.

  • How can loyalty members check their loyalty accounts?
    Loyalty members will be able to check their account info as well as point balances and loyalty transactions directly in the Customer Portal (found in your Welcome Email). 

Member Loyalty Points

  • How do loyalty members earn points?
    Any transaction where a loyalty member is identified with their loyalty account will accumulate points on the value of the subtotal. This does not include taxes or tips.

  • How many points do loyalty members earn?
    5% of the value of the subtotal. This does not include taxes or tips. 5% is by default and cannot be changed in Como Basic.

  • How can loyalty members use their points?
    Points can be used in the Tenders section of the POS known as Como Pay. Points can be used as a method of discount only and can’t be used to pay for tax.

  • What is the value of points?
    One point is equal to one dollar by default and cannot be changed in Como Basic. (E.g. member has 13.43 points = $13.43).

  • What happens if I refund an order with Como Pay?
    When refunding an order with Como Pay, be sure to void the Como Pay tender. This will revert the points back to the loyalty member's account automatically.

  • Does loyalty work through online ordering via Heartland?
    Yes. A loyalty member can log into their loyalty account when placing an online order via Heartland to earn or use points.

Loyalty Program Management

  • What kind of data will I have access to with the Basic Plan?
  1. Como Main Dashboard: View a breakdown of various data points including total sales, members vs. non-members, and member penetration rate
  2. Business Insights: Actionable suggestions auto-generated to drive sales and engagement
  3. Weekly Data Email: Weekly analysis based on how your business performed

  • What kind of campaigns can I execute for loyalty members?
    Within the Loyalty HUB, perform one-time actions such as sending emails, awarding points, and tagging members.

  • How can I communicate with my loyalty members?
    Build your very own branded emails directly in the Loyalty HUB. Emails can be sent via one-time actions. Limit of 2,500 emails per month.

  • How can I view a single loyalty member account?
    In the Como HUB, enter a phone number or email in the "Find member" search box.

  • Can I import an existing database of loyalty members?
    We do not currently support existing member imports. 

  • How do I upgrade to a loyalty plan with more loyalty features?
    Please contact Como Support directly at hrpossupport@heartland.us to upgrade to Como Advanced or Como Complete.

 

Como Basic Support -hrpossupport@heartland.us 

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