Overview
Wallet drop is a type of marketing campaign for customer engagement that allows clients to have a reward drop into their guests' loyalty wallet on a specific day with a set expiration date. Setting up an expiration date is an important part, as it creates a sense of urgency and informs users about the limited time to use the offer. Wallet drops can be used to target specific audiences or all customers.
Campaign kick-off
To initiate the process, clients should email their wallet drop campaign request to [email protected] or coordinate with their CSM. It's important to communicate to the client:
We can only accept wallet drop campaign requests at least 5 business days in advance
Clients must submit their required files and information before those 5 days.
Clients must build their own new open dollar discount in the POS and publish to all locations before submitting the request. Do not build the coupon for the partner in the POS, they must do this action, and it should be a brand-new discount.
Audience selection
Wallet drops can be used to target specific audiences or all customers.
If the wallet drop is targeting ALL customers, skip to the Submit an OTS Request.
If a wallet drop is targeted to a segment of customers, then a CSV will need to be shared with the OTS and ENG to properly configure the campaign.
This CSV can either be provided by the client, or the Lunchbox Team member can proceed to customer.io and pull the segment by following the Customer.io instructions published in the Help Center
Once you have a CSV with segmented users, you can proceed to the next step to submit an OTS Request
Submit an OTS Request
CSM submits a ticket using an internal submission form
IMPORTANT NOTES:
The OTS Request must be submitted with 2 weeks lead time to configure the new coupons and rewards.
Submission must contain a discount built by the customer in the point of sale.
Coupon & Loyalty links should be marked TBD. OTS will add those links once created.
Ticket Example
Title: Format as follows:
[CHAIN] WALLET DROP - [START DATE] - [END DATE]
Start date = day client wants to see the coupon active
End date = day the client wants the coupon to expire
Description: Include the following details in the description:
CSV Requirement:
Yes: Link to the CSV file - This should be provided by the CSM/Support or the customer
No: We will drop to all users (no CSV needed)
POS Discount External ID/GUID & URL to the Discount in the POS: This should provided by the restaurant partner when they build their coupon in the POS and THEY make certain that the changes have been applied to all locations. When available provide a link to the discount that was built in the POS by copying the URL on the discount and sharing that link.
Coupon: TBD built in Lunchbox by the OTS Teammember
Loyalty: TBD built in Lunchbox by the OTS Teammember
CLU (Loyalty Code): Provide the reward's CLU (:redeemable: code)
Can this reward be combined with other discounts? Yes/No
Does this reward include modifiers? Yes/No
What is the minimum purchase required to redeem? $$$
What service types is this reward applicable? (Takeout/Delivery etc)
Is this an item or category based reward? If so include the category or items that need to be added to the discount. As much info as possible.
Expiration Date: Set to expire at the end of the specified period (e.g., January 29, 2025).
Reward Name: What will users get as a part of the campaign
Reward Description: Clearly describe the reward (e.g., Free 12oz Green Juice with $10 Purchase).
IMPORTANT NOTE: The wallet drop rewards should not be connected to existing Lunchbox discounts. They require new discounts in the POS and new coupons in Lunchbox.
If post-submission updates are made, then the CSM or Support team member adding the changes should move the ticket back to in progress and tag the OTS Team member in a comment in the ticket to make the updates.
OTS Wallet Drop Configurations
Once Picked Up by the OTS Team member in charge of the client's account, the assignee will complete the coupon and reward configuration
Coupon Config: They will follow the Coupon / Discount Management doc to construct coupons
Reward Config: They will follow the Loyalty Rewards doc to construct the corresponding rewards
Create a Wallet Drop Campaign in the Admin Dashboard
The OTS Team member will reply with the newly created Coupon and Loyalty Reward.
Coupon, e.g.: Free Plain Croissant w/ $10 Purchase
Loyalty Reward, e.g.: Free Plain Croissant w/ $10 Purchase
Next, the OTS team member creates a campaign in the Admin dashboard.
IMPORTANT NOTE: No Commas are allowed in Reward Descriptions or Names; they can cause interference with CSV files and cause Wallet Drop Failures.
Wallet Drop campaign creation
After creating a Coupon and Reward, you can set up a Wallet Drop campaign in the Admin dashboard. You have two options:
Send rewards to all users who created an account with the chain running the campaign.
Send rewards only to a specific audience segment.
The first option is simpler and doesn’t require a CSV file. In this guide, we’ll focus on sending a campaign to a specific user segment by attaching a CSV file.
To ensure your CSV file is correctly formatted, you can select Download Sample Document available in the campaign editor to view the expected structure. It is essential to follow this format when uploading your CSV, as the system relies solely on the email field. If this field is missing, an error will occur, and the campaign will fail with a failed status.
IMPORTANT NOTE: The "email" header needs to be lowercase or it will cause an error message as seen below
To find a Wallet Drop campaign feature, access the client's Admin dashboard and
Select Operate
Select Loyalty
Select Wallet Drops
In the Wallet Drops section, select the Create button
You can then select the ALL USERS tab to include a full user base in the campaign or UPLOAD CSV, so that only users listed in the CSV get included in the campaign and get a special offer.
For documentation purposes, we'll outline the process of creating a campaign for a user segment. The only difference between the two Wallet Drop campaign creation methods is that one requires uploading a CSV file containing the emails of targeted users, while the other sends the campaign offer to all users in the client’s user base.
Select to upload a CSV file with the users' email addresses. You can also drag and drop the CSV file to upload it.
Next, select the Reward previously created for the campaign
Select the campaign start date and time, as well as the end date
Next, select the Save button to finish the campaign creation
After saving, you'll see the warning message, "Are you sure to continue? Once a wallet drop has been completed, the action cannot be undone." If the campaign details are correct, select the Yes button to continue
After confirming your campaign details, you will see it on the Wallet Drops campaign list. It will be in the "Not Started" status
IMPORTANT NOTE: The campaign expiration determines when a reward is no longer claimable, even if the coupon itself remains valid. Expired rewards remain in the user's wallet, but are not visible on the front end, and users can't redeem them.
IMPORTANT NOTE: The End date is the day that a customer will no longer be able to use the reward. In the example below, this wallet drop with an Expiration Date of 3/15 will become invalid at 11/59PM on 3/14. The Coupon attached should have a 3/14 expiration date.
Edit and Delete Wallet Drop campaign
Once you have created a campaign, you can edit or delete it up to 24 hours before the campaign starts. Once the 24-hour mark hits, you can still make changes or try to delete it, but they won't take effect, and the campaign will continue to run as scheduled.
Changes made within 24 hours are not permitted, and the final version of the wallet drop is the one processed.
Here's how to edit a campaign
To edit a campaign,
Select the three dots at the end of the scheduled campaign
Select the Edit button
The option to edit the campaign will appear. You can update the audience, the reward, the start, and the end date as long as it's up to 24 hours before the start of the campaign
When you are done with the edits, select the Save button to save changes
IMPORTANT NOTE: If you try to edit a campaign that should take effect in less than 24 hours (the lock period), you won't be able to save your changes. The pop-up notification will appear if you try to save the changes: "Cannot be updated, the Wallet Drop schedule time is within the 24-hour edit mark."
To delete a campaign,
Select the three dots at the end of the scheduled campaign
Select the Delete button
The prompt to delete the campaign will appear. Select the Yes button to delete the campaign
The campaign will be deleted from the list
Wallet Drop campaign statuses
There are several statuses for the wallet drop campaign. You can see the campaign status on the campaign list.
You can also use the sorting feature to sort campaigns by their status: Queued, In Progress, Failed, Success, or Not Started.
Test before the launch
The customer team needs to test the Wallet Drop campaign to ensure that the rewards are delivered to the user's wallet on time, that they can redeem them, and that a successful test order can be placed. The links for the test orders should be included in the OTS ticket and the coupon tab of the restaurant partner’s configuration workbook.
To conduct a campaign test,
Make sure the reward and coupon are activated at least a day before the actual campaign date or on the day you plan to test
Create a user segment CSV file containing one or more email addresses of test accounts
Assign the campaign reward and schedule it for the same day to confirm that the selected users receive the Wallet Drop offer
Check that the offer appears in the wallet and can be redeemed successfully at checkout
Check if the reward is available after the refund/ order cancellation
Check if the reward disappears after the campaign is over
FAQ
Q: Will the expiration date be inclusive of the date? i.e. if I set it to expire on 3/14 will it be inclusive of 3/14 similar to coupons? How will this work for late-night customers like Wings Over if we need to set a time vs only the date?
A: No. If your expiration date is set to 3/14, the program will set the expire date to 3/14 04:00 UTC. This will ideally cover all the timezone across the United States
Q: Can the Wallet Drop reward be used in-store or only via the web and app?
A: At the beginning, when we first launched this type of campaign, the redemption was limited only to the Web and App. Now, after releasing the update, the redemption of the Wallet Drop reward is available in-store, as well.
Q: When creating an OTS ticket for a wallet drop request, do we need to create one OTS ticket per discount, or can all discounts be included under one OTS ticket?
A: If the campaigns are supposed to run on different days and have different discounts, then one OTS ticket should be submitted per discount