Fleet Feet Rewards is powered by Cheetah Digital. When we rolled out our first-ever national Rewards program, we did so with Stellar Loyalty. Stellar Loyalty was then purchased by Cheetah Digital and we've continued to renew with Cheetah as our loyalty partner.
Cheetah is the official record keeper of all things Fleet Feet Rewards. This requires constant data sharing between our in-store POS system, (RICS), our online POS system (Shopify) and Cheetah. This also means that account changes in Cheetah (specifically email changes) should be actioned in RICS as well. We've included directions to do so and more on how to navigate Cheetah Loyalty, below!
ACCESSING CHEETAH
First step to managing Fleet Feet Rewards locally is accessing the backend of Cheetah Digital. Please fill out this form to request Cheetah Digital 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.
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.
Note! Bookmark this link for quick access to the login page.
VIEW MEMBER PROFILES
There are two places to view member profiles and activity
MEMBERS > MEMBERS
MEMBERS > CSR > People
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 > MEMBERS: Provides and easy view of the member’s metrics and activities, including:
Points/purchases
Rewards activity (earned, redeemed)
Email activity (received, opened)
MEMBERS > CSR > PEOPLE: Provides easy access to make adjustments to member accounts, such as earn adjustments or cancelling rewards.
MEMBER NAME CHANGE
Reward members can change their name within the app or on fleetfeet.com. Steps to do this include:
Within the app:
Log into app profile
Click the Me icon in the bottom right corner
Click the edit icon (square and pencil) in the top right corner
Change first and last name and click Update
On fleetfeet.com:
Log into fleetfeet.com profile
Click Account in the upper right corner
Under Account Details click View Addresses
Edit first and last name within the address information
Click Update Address
Cheetah Admin users also have the ability change a customer's name within Cheetah on behalf of members. Steps to do this include:
Log into Cheetah
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
Note! Name changes will not impact the member's account access, since we use email as the unique identifier and Rewards ID.
MEMBER EMAIL CHANGE
Follow the steps below to edit a member's email address in Cheetah:
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 a customer wants to change their email address, please note!
Any new email created in RICS + enrollment leads to the creation of a new Rewards account in Cheetah.
If you edit an existing member's email in RICS, this also leads to a new Rewards account in Cheetah.
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.
MERGE MEMBER ACCOUNTS
Follow the steps below to merge accounts in Cheetah.
Reminder! You'll need to ensure that emails are merged or updated in RICS as well to ensure the member has access to the Customer Purchase history.
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
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 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.
Note! If applicable, deduct points to balance out for the application of the $15 Reward. For example, if a customer has 140 points, but they are missing 10 points and you want to give them a $15 Reward immediately, issue a $15 Reward and deduct 140 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)
For Company locations only
Operating Partners do not need to designate employees within Cheetah. SST handles the employee designation. This includes a new process where we upload current employee lists to Cheetah, employee information is cross referenced with members, and any current employees are designated. Former employees are also removed from the employee designation.
As a reminder, employees are not eligible to redeem Fleet Feet Rewards. This new process will ensure that employees do not accrue Points, earn Rewards or receive Reward emails so we can avoid confusion moving forward.
For Franchise locations only
SST does not have access to employee lists for franchise locations, so we ask that franchisees continue to follow the existing process to designate employees within Cheetah. Steps include:
Log into Cheetah, linked here. If you don’t have access to credentials please fill out this form.
Go to Members. Then search the member's name or email.
One you're in the member's account, click Profile in the menu of options.
Go to Member Attributes and click Edit.
Scroll down to where it says Employee and check box to indicate that this member is a Fleet Feet employee. Then scroll and click Save.
If you're a visual learner, we have video instructions available to help you:
Navigate Cheetah and access member accounts
Edit and Merge member accounts in Cheetah
Issue a $15 Reward