Overview
Bank Loyalty enables users to claim rewards in exchange for their loyalty points, directly from the Cart page on web and mobile platforms. Unlike traditional rewards that are automatically earned and redeemed at the cart or auto-applied, bank rewards require the user to actively claim them using their point balance. This article explains how the guest experience works, what conditions must be met, and how bank rewards integrates with the existing loyalty system.
General Feature Information, Prerequisites & Dependencies
To use the Bank rewards, the following must be in place:
The loyalty system must be enabled for the brand
At a minimum, there must be a method to earn points:
Through tiers with defined multiplication factors (e.g. Tier 1 = 1 point per $1, Tier 2 = 2 points per $1)
Or a general multiplication factor set for all users (like in a credit-based system, e.g., earn 100 points, and get $10 off next purchase, in a system set as 1 point = $1)
Bank Perk Types must be configured in Admin using existing or new rewards
Bank Rewards uses the same reward and perk infrastructure that is already in place. No new reward types need to be built - any existing reward (e.g., free item, discount, or coupon) can be turned into a Bank reward by setting a point value and other attributes we mentioned in Bank Loyalty: Admin Configuration (LB 2.0)
User experience on the ordering platforms
Users can interact and see the benefits of bank loyalty at several key moments throughout their ordering experience.
Reward page
On the Rewards page of the website and the Rewards tab in the mobile app, signed-in users can:
See their total and current point balance
Browse all rewards they’re eligible for based on tier and points
Track progress toward new perks (e.g., “30 points until your next perk”)
See Bank rewards they could claim, depending on the cart context
Redeeming vs. Claiming: What’s the Difference?
Here’s an easy way to understand it:
Redeem means using a reward the user has already earned from reaching a certain point level, a tier, or getting a promo reward. They can redeem it at the Cart page, during checkout, and they’ll earn points based on their updated subtotal.
Claim means the user is choosing to spend (exchange) some of their points to get a bank reward. They can only claim perks that match the items in their cart.
In short, users redeem rewards they’ve earned and claim perks they want by using points.
Rewards Page - top part
The Loyalty Offers tab holds the full list of available, configured Bank rewards. Here, users can learn about how many points they need to claim the bank reward and other conditions (e.g., the current points balance must be <100)
Loyalty Tiers/ Conversion system
IMPORTANT NOTE: On the Rewards page, users can view all rewards and perks they’re eligible to claim/ redeem based on their current point balance. However, on the Cart page, users will only see bank rewards and other rewards that are both point-eligible and applicable to the items in their cart.
For example, even if a user has enough points to claim the “Free Fries” bank reward, they won’t be able to redeem it unless fries are included in their cart.
Claim Bank Rewards
The Cart page is where users interact with and claim Bank rewards. Under Promos and Rewards,
Only perks that match items in the cart are shown:
Perks that the user can afford, based on the points amount they have, will have a Claim button
Perks applicable to the cart, but not available for claiming, will appear locked. This happens when a user doesn't have enough points to claim them.
When the user claims a perk:
The points from their accounts are temporarily deducted (until the actual checkout)
The subtotal amount will be updated (reduced by the amount value of the claimed reward)
For example, a user with 90 points can choose to spend 10 points on free mozzarella sticks only if the mozzarella sticks item is added to the cart. If not, the perk will not be listed under Promos and Rewards
IMPORTANT NOTE: Redemption of bank rewards is separated from the other rewards the user has available. During the ordering process, the user can claim a bank reward on the cart page, but at the same time, redeem a reward they have in their wallet. Bank rewards can be combined with a standard reward, but not with other bank perks
Collapsed Promos and Rewards
Expanded Promos and Rewards with locked bank rewards
Limitations
For the MVP, only one bank reward can be claimed per order.
Bank rewards must be claimed from the Cart page, and users can only view eligible and applicable bank rewards (and other rewards). For example, even though a user can claim Free Fries for 25 points, they won't have an option to claim that bank reward unless they have an eligible item in the cart. The full list of rewards is available on the Rewards tab/ page.
Perks based on unavailable menu items will not appear in the Cart, as the unavailable items won't appear on the menu
Bank rewards cannot be grouped or bundled.
Points are temporarily deducted at claim and finalized at checkout
Claiming bank rewards is only available during online ordering, via the Lunchbox app or website. We are yet to introduce in-store claiming.
Post-Configuration Verification
To confirm bank rewards are working as expected:
Add an item to your cart that matches an active perk and confirm the following:
The perk appears with a Claim button if a user has enough points to claim it
Points are deducted from the current points balance after claiming a bank reward
The perk is applied, and the subtotal amount is correct
Current points balance and Lifetime points balance are updated after checkout. Depending on the loyalty system logic and subtotal amounts
Also, test edge cases:
Removing the menu item from the menu after the related perk is claimed in the cart
Claiming with insufficient points
Refund scenario