Basic Loyalty Structure
Spend X Get Y with a recurring reward. It must be set up when creating a loyalty program because adding it later would automatically give customers extra rewards based on their existing lifetime points.
Spend ‘X’ get ‘Y’ (Required)
ex. spend $1, earn 1 point
Sign Up Bonus (Optional)
e.g., receive free item(s) upon account sign up. A multiple-item sign-up reward is achievable via coupon combos!
e.g., receive a coupon/credit upon account sign-up
Birthday Reward (Optional)
e.g., receive free item(s) on the day, week, or month of your birthday. A multiple-item birthday reward is achievable via coupon combos!
e.g., receive a coupon/credit on the day, week, or month of your birthday
Reward at Goal (Required)
e.g., earn 100 points, get a free item
e.g., earn 100 points, get a coupon/credit
IMPORTANT NOTE: Do not attempt to adjust your loyalty configuration or loyalty coupon configuration without the support of Lunchbox. Email [email protected] for assistance.
Recommended practice
We recommend putting expirations and/or spend requirements on the Sign Up Bonus and on the Birthday Reward to avoid the abuse of your loyalty program.
e.g., free cookie when you sign up with the purchase of $20 or more
e.g., $5 off coupon on your birthday, valid for 7 days
Tiered Loyalty
Lunchbox also supports a tier-based loyalty program. Here's an example of how it can be set up:
Tier 1 - Bronze Tier
Point Range: 0-1000 points
User receives a free drink every 100 points
$1 spent = 1 point earned
Tier 2 - Silver Tier
Point Range: 1001-5000 points
User receives a free side every 500 points
$1 spent = 2 points earned
Tier 3 - Gold Tier
Point Range: 5001-20000 points
User receives a free entrée every 2000 points
$1 spent = 3 points earned
Recommended Practice
We recommend putting an expiration on points (annual - 365 days is the standard) to incentivize guests to climb tiers quickly and to avoid guests from maxing out and having no tier to climb.
One-off rewards
We can entice the customers further by offering tier reach one-off rewards on top of your tiered program. This allows you the opportunity to offer your customers a larger reward when they hit a new tier, while maintaining the smaller recurring reward within each tier.
For example:
Tier 2 - Silver Tier
Point Range: 1001-5000 points
User receives a free main course at 1001 points
User receives a free side every 500 points
$1 spent = 2 points earned
Double Points/Points Promotion
Similar to 1.0, double points are an option on 2.0 to incentivize purchasing behavior.
We can create campaigns to promote double points days and attract customers on the days with less traffic/ ordering.
Customers with Native and Catering Ordering Recommendations
Lunchbox does not support two separate programs for Native and Catering Orders, but to help diversify the program and support both service types, you have the following options:
Disable loyalty for Catering Service Type Accrual
Tier Reach One Off Rewards can be created to be applied only to the Catering Service Types.
Please note that this reward would not be available for In-Store Loyalty Redemption
Ex: Earn 10,000 lifetime points and get 10% off your next catering order when purchased through our app and website.
Loyalty Wallet
All registered customers will have a loyalty wallet. The loyalty wallet is nested on the Cart page, but the complete Rewards-related content, including loyalty points (current and lifetime), perks, and rewards that a guest has earned, is presented on the Rewards page on the web and app.
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Discount Redemption Workflow
Lunchbox gives guests the freedom to use their rewards whenever they choose.
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Lunchbox Loyalty FAQ's
Q: What is the benefit of having the Loyalty Feature powered by Lunchbox?
A: Loyalty is used to build up points and credit (dependent upon POS capabilities), which are then utilized in tiered rewards that give guests incentives to show appreciation for their continued business.
Q: How does the Loyalty program work?
A: After a guest makes an account and places their first order, they will automatically join the restaurant's loyalty program. Every restaurant can customize its own loyalty program. Ex: Spend $100, get $10 back.
Q: I am a customer. How do I check my Lunchbox reward balance?
A: It's simple. You can check your reward balance by logging into the restaurant's ordering webpage or app using your login and password. On the native app, navigate to the Rewards tab, and on web, navigate to Profile> Rewards
Q: Can I turn points into rewards?
A: Yes. They are done in the conversion, or if a client has bank loyalty set up, points can be used to claim bank perks. In this case, points are deducted from the current points balance.
Q: What's a perk?
A: Loyalty Perks are rewards that the customer can build up to earn and redeem. It can be configured when Lunchbox powers your Loyalty program.
Perk = Reward that may not be available until perk requirements are met
Reward = Reward that is earned after perk requirements are met
Q: Are my points and rewards restricted to where I earned them?
A: Absolutely not. They can be used interchangeably in all participating locations in the chain.
Q: Can I get rewards to transfer if I combine two accounts into one?
A: We don't technically merge accounts; we delete one account and transfer information from one account to another. Reach out to [email protected] if you need this done. Be mindful that only restaurant admin account holders can manually add and/or remove points in the loyalty admin dashboard under the guest's profile.
Q: I am a guest. How do I redeem my rewards powered by Lunchbox?
A: You can redeem with contactless mobile ordering in your restaurant's app by selecting Rewards. To redeem in-store, select rewards and choose the item you want to redeem. Select your reward item and add it to your delivery orders. Rewards cannot be redeemed for delivery orders placed with a third-party operator such as DoorDash and Uber Eats.
Q: What Do I Have to Do to Earn Points?
A: Earning reward points is very easy. Simply download your restaurant's app and agree to participate in Rewards. Present the 4-digit code before ordering, or get points automatically when you order in the app.
Q: How Much Are Points Worth?
A: It depends on the restaurant. Restaurants can set how many Loyalty Points each dollar spent earns. The default is $1 = 1 Point. Customers can also unlock exclusive benefits and rewards as they progress through tier-based loyalty and reach different levels based on engagement and spending.
Q: Do My Points Expire?
A: Unfortunately, nothing can last forever. Reward expiration is a setting in Lunchbox Loyalty where earned rewards have a limited timeframe within which customers must use or redeem them before they expire. It's up to the client to decide whether to set expiration dates on points or not.
Q: Can I Get More Than One Reward at a Time?
A: At this time, you are limited to redeeming one reward per order.
Q: Can I Share My Points?
A: Your Rewards points are yours alone. Once you have your food, it’s up to you if you want to share!
Q: Can I Redeem a Reward and Earn Points in the Same Order?
A: Yes! You earn points on every eligible purchase, so if you redeem a reward and order more food in addition, you will still earn 100 points for every dollar you spend. Points earned are usually based on the order's subtotal amount.
Q: I just made a purchase, and my points aren’t there. Can you help?
A: Of course, we’d be glad to help you. The first step is to wait 24 hours; sometimes, it takes a little time for Rewards points to appear in the app. If after 24 hours you still don’t have points, reach out to [email protected]. Also, it's important to make sure the payment authorization is processed, so if placing orders for a future date, please know that points will become available after the order is completed.
Q: Are There Any Purchases That Don’t Qualify for Points?
A: Qualifying purchases where an active reward, mobile offer, or promotional offer is redeemed will earn points, but you will only earn points for U.S. dollars actually spent in the transaction. Only the subtotal will be used. The following are not considered qualifying purchases and will not earn any points:
taxes, bags and bottle fees, and other surcharges or fees
loading any money on a gift card
delivery fees for orders placed using the app
Q: I lost my phone! Did I lose my points?
A: We’re sorry about your phone! Contact your service provider, and once you have a new phone, your Rewards should still be waiting for you when you log in to our app.
Q: Where Are the Terms and Conditions?
A: You can access Rewards Terms and Conditions by visiting each provider's Rewards Terms and Conditions section. If Lunchbox powers your Loyalty Program, visit lunchbox.io/terms to access it.
Q: Does Lunchbox integrate with 'bring your own" Loyalty Provider's Gift Card?
A: Simply put, yes! For both off-premise and on-premise transactions. Please consult our Gift Card POS Integration list for the two companies.