Fleet Feet Milestones is powered by Marigold, formerly Cheetah Digital and Stellar Loyalty before that. It's not uncommon for tech companies to go through several acquisitions and mergers!
Marigold is the official record keeper of all things rewards. This requires constant data sharing between our in-store POS system, (RICS), our online POS system (Shopify) and Marigold. This also means that account changes in Marigold (specifically email changes) should be updated in RICS as well.
We include more information below on how to access, navigate and make changes to member profiles or offers within the Marigold platform.
ACCESSING MARIGOLD
Please fill out this form to request Marigold admin access or to remove a former employee from admin access. We typically process these requests in 24-48 hours. If you need immediate assistance, please call or text Abbey Gurley, 570-220-3104.
🚨 Action Item: Admin users have the ability to assist members locally, including adding or deducting points or rewards. While we have safeguards in place that alert us of suspicious admin user activity, it’s extremely important that we remove any admin users who no longer work for Fleet Feet.
📝 Please note - Bookmark this link for quick access to the login page.
VIEW MEMBER PROFILES
You can search for members using their email address. If you are unable to find the customer using their email, try their first and last name and check to make sure the email matches in RICS.
MEMBER > CSR > PEOPLE: Provides and easy view of the member’s metrics and activities, including:
Points/purchases
Rewards activity (earned, redeemed)
Email activity (received, opened)
MEMBER EMAIL CHANGE
Follow the steps below to edit a member's email address in Marigold:
Search for original email in CSR > People
Select Edit profile
Select Edit email
Click Save
Check RICS and make sure the correct email is associated with the customer’s correct purchase history. Edit email if needed or merge emails if the old/wrong email address and new/correct email address both exist in RICS.
If the member also has a fleetfeet.com or Fleet Feet App profile, please email fixit@fleetfeet.com so our customer care team can update the email address in Shopify as well.
📝 Please note - If a customer wants to change their email address:
Any new email created in RICS + enrollment leads to the creation of a new Rewards account in Marigold.
If you edit an existing member's email in RICS, this also leads to a new Rewards account in Marigold.
Therefore, if you edit an existing email in RICS, follow the Email Merge or Email Update guides below to keep customer’s rewards information tied to the same rewards account and balances when you process an email change in RICS.
MEMBER NAME CHANGE
Marigold Admin users also have the ability change a customer's name within Marigold on behalf of members. Steps to do this include:
Log into Marigold
Go to Members
Search member email
Once you're within the member's profile, click Profile in the menu of options
Go to the Members Attributes block and click edit
Scroll down to First Name and Last Name to make changes
Click Save
📝 Please note - Name changes will not impact the member's account access, since we use email as the unique identifier and Rewards ID.
MERGE MEMBER ACCOUNTS
Follow the steps below to merge accounts in Marigold.
Search under CSR > People for the email, select member account (click into account) select More in top right
Select Merge accounts in drop down
Enter old/wrong email in search field. Important note! This is the email the member no longer want to use!
Click Preview
Scroll down, select Merge
An alert will appear, indicating that the merge was successful
Follow the steps below to merge accounts in RICS as well, so the data matches in both platforms:
Select Customer field > Customers > Merge Customers
Use customer lookup to search customers
Input old account (to be replaced) first
Input new account (this will be the account moving forward) second
**Note: to save new email, the '01-REFERRALTYPE' field cannot be empty - update by entering a "Existing" into this space
If the customer also has a fleetfeet.com or Fleet Feet App profile, please also email fixit@fleetfeet.com so our customer care team can update in Shopify.
ADJUST POINTS
Follow the steps below if you need to add or subtract Points from a member's account:
Navigate to Members > CSR > People > Search member's account
Within the member's account, select Adjust Metrics in the upper right
Fill out fields, including:
Adjustment Type: Add or Deduct
Metric Type: Points
Amount: (the total amount of points you want to add or deduct)
Reason: (this appears on user’s app - be sure the comment is clear and helpful for the customer)
The adjusted Points will appear in the member's account and the app after about a minute. Refresh the page to check for updates. If you add enough Points to cover to a $15 reward, the points will convert to a $15 Reward the day after the points are applied.
If a customer needs a $15 reward on the same day, see below to issue a $15 reward immediately.
ISSUE A $15 REWARD
Navigate to Members > CSR > People (search for the member's email). Then follow the steps below:
Select More in top right corner
Select Issue Offer
Find $15 reward
Click Issue
Click OK
$15 Reward will automatically appear in the member's account and within the app.
📝 Please note - If applicable, deduct points to balance out for the application of the $15 Reward. For example, if a customer has 240 points, but they are missing 10 points and you want to give them a $15 Reward immediately, issue a $15 Reward and deduct 240 points.
REMOVE A $15 REWARD
Navigate to Members > CSR > People (search for the member). Then follow the steps below:
Go to the Offers tab in the customer’s profile
Select Action
Select Cancelled or Completed (depending on why you are removing the Reward)
There are a couple ways to add this information.
Customers can add their birthday information within their fleetfeet.com or app account pages.
Local team members who have access to Marigold can input the birthday within the Marigold profile, by following the steps below:
Log into Marigold and navigate to CSR > People
Search the customer email address, and then select the customer
In the top-right menu click edit profile
Scroll down to birthdate and select their date of birth
Click save
If you need assistance with this, please email fixit@fleetfeet.com and our team will be glad to help!