Enrolling & Redeeming

Customers must enroll in Fleet Feet Milestones before they can begin earning and redeeming. There are three ways to enroll:

1. In-store at the RICS POS by checking the enroll button (associate must check button)

2. Online by creating a fleetfeet.com account 

3. By downloading the Fleet Feet App and creating an account (search Fleet Feet in the Apple of Android app stores). 

✏️ NOTE #1 - Members should use the same email address when they enroll in-store, online, or download the app. The email account needs to be consistent in all three places for the accounts to be linked. This also means that if a customer requests to change their Fleet Feet Milestones email address, we need to update their email address within RICS. We share step-by-step instructions to do this within the Marigold Platform page.

✏️ NOTE #2 - If a customer creates an account on fleetfeet.com, downloads the app, or simply enrolled at another Fleet Feet location (outside of your market), they will still need to enroll during their first visit at your location as well. This will ensure that their transaction is recorded and sent to Marigold for points / rewards accrual. 

While it's best to encourage customers to enroll with their own unique account so they receive all their individual perks (like birthday offers), if a customer requests a shared account with a family member or partner, here's how you can set this up in RICS. 

• Example: Customer profile with two names - Jane and John Smith 

• First name: Enter Jane and John

• Last name: Enter Smith 

📝 Please note - Search for customers in RICS using their email address. This will reduce confusion and help avoid inadvertently ringing up customers under the wrong profile (if they share a name, for example).

Once enrolled, customers earn points with every purchase in-store at any Fleet Feet location, on fleetfeet.com or within the Fleet Feet app. The program breaks down a little differently, depending on the tier the customer is in:

FOR PACESETTERS 

• $1 spent (pre-tax) = 1 point earned 

• 250 points earned converts to a $15 reward 

  • This works out to a $250 spend = a $15 reward

• Rewards expire in six months 

• Points expire in one year 

FOR FRONTRUNNERS

• $1 spent (pre-tax) = 1.25 points earned 

• 250 points earned converts to a $15 reward 

  • This works out to a $200 spend = a $15 reward

• Rewards expire in six months 

• Points expire in one year 

Customers can redeem rewards in three ways: 

1. In-store at any Fleet Feet location by asking the sales associate to apply their rewards at checkout.

2. On fleetfeet.com, where rewards will populate at checkout. Customers must be logged in for this to happen!

3. Within the Fleet Feet App where similar to fleetfeet.com, the rewards will populate at checkout. 

📝 Please note - Always try to apply the reward on one item when helping a customer in-store. We reinstate rewards used if a customer returns the item they used the Rewards on. When this happens, it's simpler to return the reward if it was applied to one item vs. split across the entire transaction. See video instructions to do this here, written instructions to do this here, and more about processing returns involving rewards below. 

Sometimes customers receive their final reminder email, but just miss the deadline to redeem when they come in-store to use their reward. When this happens, you can use your discretion to decide if you still want to honor the reward that recently expired. 

📝 Please note - SST created a RICS coupon code $15 Expired Rwrd for instances like this, after receiving feedback and input from the former Franchise Advisory Council. Please be sure to use coupon code $15 Expired Rwrd vs. creating a $15 discount, so we can track how often this option is used.

When a customer returns an item in-store, there are two things that happen:

1. If applicable, reinstate the reward that the customer used on the original purchase. Again, this is why we emphasize applying rewards to one item whenever possible. However, there are ways to reinstate Rewards that were applied to more than one item. See video instructions to do this here and written instructions to do this here. 

2. Just as RICS and Marigold work together to track and accrue points for members, RICS and Marigold also work together to deduct points in instances where members make returns in-store. Points are automatically and immediately deducted after members return items, and any associated rewards are also revoked to match the new point balance. 

📝 Please note - The processes outlined above is automated within our fleetfeet.com returns process. If you are helping a customer and they have a question about their online return, you can direct them to rewards@fleetfeet.com and our customer care team can assist. 

$15 rewards cannot be applied to Special Order Deposits. Instead, the reward should be applied during the Special Order Pickup. Below are directions for applying rewards during the Special Order Pickup: 

1. Look up the customer, select item, Special Order Deposit.

2. . Use a placeholder coupon to detract $15 from the total payment. 

   •  In Ticket Details, go to Transaction Type and select Coupon. 

   • From Coupon drop down, select 15 Deposit and add to ticket. 

   • On the Ticket Payment screen you will see the $15 off applied to the total amount due. 

3. At the time of pickup, remove the placeholder coupon, apply the LOYALTY15 coupon (both steps in the Ticket Detail tab) and complete the transaction.

The purpose of this report is to help you analyze your reward redemptions and resulting sales at the local level. Follow the steps outlined here.