Billing | Frequently Asked Questions | Astro Retailers

Billing | Frequently Asked Questions | Astro Retailers

How Do I Update My Credit Card? I Need to Enter in a Credit Card

In order to update and make changes to your accounts billing information you must be designated as the Primary Billing Contact. The Primary Billing Contact is generally assigned to the account creator but can be adjusted at anytime by contacting an Astro Agent. You can view the billing information under the Actions menu and choose Billing Information. 
InfoHere is an article with more information: Updating Your Billing Information

Can Astro Enter My Billing Credit Card Information For Me?

Astro is not able to enter your credit card information for you via email or phone call. The Primary Billing Contact Admin user on your Astro Account can update the billing information. You can update the billing information under the Actions menu and choose Billing Information. 

My Charge was Declined. How Do I Rerun Credit Card?

If your credit card on file  was declined but has sufficient funds, the Primary Billing Contact Admin can rerun the credit card. Under the Actions menu and choose Billing Information and there will be a red button to rerun existing card. 

What Am I Being Charged / Billed For? 

Astro Loyalty offers various subscription services. The Primary Billing Contact can view a breakdown of the charges under the Actions menu and select Billing information. Here is a list of potential subscriptions you may be signed up for:

Current Rate - Your total subscription fee per month

Frequent Buyer - Astro's Frequent Buyer Engine is a digital platform to manage all of your manufacturer sponsored Frequent Buyer Programs. Astro works to integrate and streamline the Frequent Buyer process by linking retailers directly to their distributors with real time automated reporting functions that allow retailers to track the progress of their Frequent Buyer credits.

Loyalty Points - This option allows you to offer points to your customers for participating in your events or buying certain items. Once a customer earns enough points, they are able to redeem the points for rewards set up by the store. Most commonly these programs are based on the amount of dollars spent where 1 point is equal to $1, but you can have points equal any dollar amount you wish.

In House Program - A In-House program is any loyalty program that operates outside of a manufacturer sponsored program or offer. Most commonly these include programs for grooming, self service dog washes, nail trimming & other services, as well as programs for smaller feeder animals such as crickets.

Non Astro Brand - These are programs that are built at the request of a retailer for a brand that does not have an Official published program on Astro. Astro in no way guarantees fulfillment of these programs, this is the retailer's responsibility to secure for themselves.

Marketing Billing - User-friendly communication tools that help you speak directly to your customers. Target your customers with brand curated content. A dynamic content library created by the brands, pet pros, & Astro!

Info
Here is an article: View My Astro Subscriptions | Billing | Astro Retailers
If you want to add or remove a subscription, please contact support@astroloyalty.com. 

How Do I Reinstate My Astro Account? My Account is Suspended

If your account is currently in Suspended status, the Primary Billing Contact should be able to login and be directed to the billing page to update the card on file.

How Do I View My Invoices for Astro Subscription? I Need My Receipt

The Primary Billing contact can download the transactions from the account under Actions > Billing Information and clicking on the eye icon under Recent Transactions. You can export your invoice / receipts from there as well and it includes the amount, transaction ID, and date. 

How Do I Cancel My Astro Account / Subscription? My Store Has Closed

If you need to cancel your Astro account due to closing or another reason, you will need to alert our Support team; support@astroloyalty.com in order to close the account. We can close the account same day or please let us know if you have a specific date you want the account closed by. 

How Do I Add More Locations / Stores?

There are two main options for adding your multiple locations to Astro. 

Option One: Convert your existing Single-Location Account to a Multi-Location Account
  • Your customers will be able to shop between your locations freely under the same Pet Owner accounts. So if they shop at Store A and a new frequent buyer card is generated on their account, then they shop at Store B and buy another item that qualifies for that same program it will be added to the same card that was generated at Store A. Store A will also be able to tell what purchases on their cards occured at Store B and vice versa. 
  • Your stores share the same centralized Customer List. The Parent account will see all customers on their Customer List. The sublocation accounts will only see the customers that shop at their store on their Customer Lists. 
  • The store where the reward was redeemed will be the store that receives the credit. When a card is redeemed the reward will be reported to your distributor showing the specific location where the item was redeemed. So the store that issued the free good will be the one to receive the credit from the distributor. Each location can also report the same program to different distributors, or the same program to the same distributor but with different location specific account numbers.
  • You can manage all locations from one Admin Login. The Parent or Main Location account is the location that your original account was made for. This Parent Account will be able to oversee the enrollments and reporting of all locations added to the account. The Enrollment Grids for Frequent Buyer and Offers will allow you to see all location enrollments, their distributors, and their account numbers. All of the Reports will now include a Location drop-down menu that will allow you to switch between "All Locations" or a specific location's reports. 
  • Your cashiers will login directly to the location account to checkout customers. This will ensure that those customers' transactions and redemptions are tracked and reported correctly. 
  • Billing is centralized and managed from the Parent account. You can pay for all locations with one credit card. 
Option Two: Add a brand new account that is completely separate from your current account
  • Your customers will not be able to shop between your stores under the same Pet Owner account. If your customers want to shop at more than one of your stores they would need to open up a brand new Pet Owner account at each store. 
  • Each account can pay with their own credit card directly on their own account. 
  • The accounts are not connected at all and will operate completely separate from one another. You can add multiple Admin users to each account so you would be able to login and check on each account, but there is no centralized way to manage them.
Info
If you would like Option 1; the store added to your existing Astro account, please contact our Support team; support@astroloyalty.com with the name of the store and address for our team to add the location. 
Info
If you would like Option 2; the store can sign up for their own individual account at https://www.astroloyalty.com/sign-up/

Sold Business to New Owners / How Do I Transfer My Astro Account to Someone Else?

If you sold your business to a new owner and would like for them to take over your Astro account, Astro will need an email confirmation from both parties of the ownership transfer to support@astroloyalty.com. Astro will need to know the new owner's email contact information, so that we can get a new Primary Billing Contact user added to the account for them. Once the new user is added, we will set the account back into Free Trial status, so that the new owner can activate the account with their billing information. The new owners will also need to make sure the distributor account numbers are updated in order to receive credit going forward. 






    • Related Articles

    • Activating Your Astro Account | Retailers

      Astro Account Types & Add-ons Astro allows you to activate services a la cart so you can build the loyalty program that makes the most sense for your business. Here are your options and what they entail. Astro Offers-Only Account Membership Cost: ...

    • Astro Coupons | Frequently Asked Questions

      1. What are Astro Coupons? Astro Coupons are exclusive digital discounts offered by brands to their established customers through the Astro platform. These coupons are automatically linked to the customer’s Astro Pet Owner account and can, therefore, ...

    • Export Your Billing Transactions | Astro Retailers

    • Terms & Conditions | Astro Retailers

      Retailer Terms and Conditions ASTRO LOYALTY LLC RETAILER TERMS AND CONDITIONS Revised Terms and Conditions effective: July 1st, 2019 Terms are also attached to this article in PDF form. Subject to the terms and conditions set forth below, retailers ...

    • Astro Coupons | Overview

      Coupons can only be redeemed on Standard Astro Accounts. At this time, Coupons are not compatible with POS Report style or Nightly Data Feed style Astro Accounts. What are Astro Coupons? An Astro Retailer is a smart retailer! You understand the ...