Kwik Trip’s Rewards program is fully working again following a cybersecurity incident, the convenience-store chain said Monday.
“As of Monday, Oct. 23, the Kwik Rewards program has been restored and is fully functional,” Kwik Trip said. “Members can now access rewards in-store and through the Kwik Rewards mobile app and website to view and manage their rewards account. We understand over the last several days they may not have been able to redeem or accumulate rewards and we sincerely apologize for the inconvenience and frustration this may have caused. We are committed to making this right, so through Nov. 5, members will be receiving double visits for every purchase.”
Visit earning is limited to one visit plus one bonus visit every 30 minutes.
- Kwik Trip is No. 11 on CSP’s 2023 Top 202 ranking of convenience store chains by store count.
Kwik Trip said in the statement that over the last 24 hours, its teams worked to ensure any cards that had been swiped during the outage, which began Oct. 9, received the proper credits for those purchases.
“The rewards associated with those purchases have been updated on your account as of today and are available for you to use,” the company said.
“We are appreciative of the patience and understanding from our guests during the outage and are delighted our loyalty program is back up and running,” John McHugh, vice president of external relations, told CSP.
Kwik Trip also said there were several instances where customers might not have been able to swipe their Kwik Rewards card or the card wasn’t accepted during the outage.
“To account for this, we will be awarding all members bonus visits based on their average weekly visits prior to the outage,” the company said. “These visits will be applied to your account within 24 hours of this communication along with additional bonus visits as a thank you for your patience.”
Once the visits are applied to an account, the customer will receive a push message and email notification if they opted in for these communications.
“If you are not opted in for these communications, you can verify the bonus points through your visit balance in the app or on KwikRewards.com,” Kwik Trip said
Kwik Trip late last week issued an update on the internal systems outage that had plagued the convenience-store retailer since Oct. 9. While it had slowly been able to restore full access to many of its internal systems, it said, the chain’s rewards program had remained offline.
The statement last week described the outage, which it previously called a “network incident,” as a “cybersecurity incident.”
La Crosse, Wisconsin-based Kwik Trip has about 800 locations under the Kwik Trip and Kwik Star flags. One of the biggest independently held c-store chains in the country, it serves customers in Illinois, Iowa, Minnesota, South Dakota and Wisconsin. It produces more than 80% of the products sold in its stores, supplied by its own bakery, commissary, dairy and distribution center.
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