Overview
The Toast In-Store Guest Lookup feature allows restaurant staff to look up Lunchbox Loyalty members directly on the Toast POS or Kiosk and apply eligible rewards to dine-in orders. This article explains how to enable and configure in-store loyalty for Toast, outlines setup requirements and known limitations, and provides step-by-step instructions for performing loyalty lookups and reward redemptions on the POS and Kiosk.
Limitations
Here is the list of the currently known limitations when using Scan for Loyalty in the ordering apps and In-Store guest look up via Toast POS.
Account creation exclusively via ordering platforms
Guests must create a loyalty account through the Lunchbox ordering app or website. Loyalty registration is not available directly on the Toast POS.
Migrated Loyalty Users
Migrated users cannot be looked up until they sign in to the Lunchbox app or website to activate their profile. This step links their existing loyalty data to the new platform.
QR Codes for Loyalty and Scan to Pay are separated
Scanning a single QR code for both in-store loyalty and Scan to Pay is not currently supported. The Lunchbox app displays two separate QR codes under the Scan tab: one for Loyalty and one for Payments (Scan to Pay).
Menu Configuration
Loyalty lookup for in-store orders requires the in-store menu to be imported and properly configured. All items must be active, the menu assigned to the Dine-In service type and relevant locations, and the dine-in hours set to 24 hours to allow lookup at any time.
Items are imported as inactive by default to prevent incomplete menus from going live prematurely.
Rewards Display on POS
Toast only displays rewards that apply to the items currently selected on the POS, as the system validates rewards against the active order
For example, if a customer has $10 reward dollars and a Free Fries reward, but fries are not part of the in-store order, only the reward dollars will appear as redeemable during the loyalty lookup.
To view all available rewards, including those not tied to specific menu items, perform the loyalty lookup before selecting any items on the POS.
Credit Card Lookup is not supported via POS
The Scan for Loyalty feature does not support credit card lookup or automatic credit card association on customers' accounts.
Tab Name Behavior
When using Scan for Loyalty, Toast automatically inserts the customer's loyalty name into the Tab Name field. This field is populated by the system and cannot be manually edited on the POS.
This restriction ensures the order remains linked to the correct loyalty profile for accurate reward redemption and point accrual.
Communicating with the Kitchen
Use Open Item or Item-Level Comments to communicate any additional information to the kitchen.
To include table numbers, create a dedicated “Table Number” item with a modifier group listing all table numbers.
Avoid overwriting the Tab Name field with guest names or table numbers, as it resets during the loyalty lookup at checkout.
Duplicate Location GUIDs
In-store loyalty will not function if the same Toast Location GUID is used more than once in the Admin dashboard. Ensure there are no duplicates, and remember that one location can have a unique GUID even if it's operating with different chains. Remove duplicate GUIDs across both the same chain and different chains to ensure proper operation.
Offline Mode
In-store loyalty will not work if the restaurant experiences an internet outage or network disruption. When the POS is in Offline Mode, loyalty lookups and redemptions are unavailable. See Offline Mode for more information.
Reopened Checks
If a check is closed and later reopened to add more items, the newly added items will not accrue loyalty points when the order is reclosed. To ensure points are properly accrued, create a new order for additional items.
e.g., A customer places a delivery order online and later calls to add another item. The new item should be placed under a new check to earn loyalty points.
Reward Name Updates
Reward names displayed in the guest’s wallet reflect the name used at the time the reward was issued. If a reward name is later changed in the loyalty database, the wallet and Toast POS will continue showing the original name for historical accuracy and troubleshooting.
Requirements
Loyalty Enablement in Toast
The Loyalty feature must be enabled for the restaurant by Toast API Support.
To request this, send an email to the Toast API Support team [email protected] specifying that the location will be using Lunchbox Loyalty for in-store loyalty lookup.
Admin> Integrations> Global Integration Settings> POS: Toast
Toast must be the active POS system for the restaurant.
Menu Setup in Admin Dashboard
The restaurant’s Dine-In menu must be imported into the Admin, and available items are set to be active on the POS and Admin dashboard. This ensures that in-store loyalty lookups correctly validate eligible items and rewards during ordering.
Service Type Configuration in AdminDashboard
The Dine-In service type must be enabled in Admin, with Credit Card as a supported payment method. Loyalty lookup and reward redemption rely on this service type to function properly in-store.
Loyalty System: Lunchbox Loyalty
The integration uses Lunchbox Loyalty, not Toast Loyalty.
Ensure the restaurant’s Toast account does not have native Toast Loyalty enabled, as it conflicts with Lunchbox-managed loyalty data.
User Sync and Verification
Imported loyalty users must be phone-verified and synced to the Lunchbox Loyalty Database. Phone verification ensures the user can be looked up in-store and linked to their loyalty account at checkout.
Migrated Users
For clients migrating users from a previous loyalty system, an additional Engineering (ENG) ticket is required.
The ticket should request an auto phone verification process for all migrated users and a full sync to the Loyalty Database. Without this step, migrated users will not appear in in-store loyalty lookups until they manually sign in to the Lunchbox app or website.
Enabling Loyalty in Toast
To enable the look-up of Lunchbox loyalty accounts on the POS, loyalty needs to be enabled in the Toast dashboard (Marketing > Rewards Program). To grant Lunchbox access to Loyalty API Only, please send an email to the API team at Toast using this template:
CC: {your CSM / Delivery Manager & Paul Zarmati [email protected]}
Subject: Lunchbox V2 Loyalty API Access
Body:
Hello,
We give permission for Paul and his team at Lunchbox to have access to our Toast Data Set. We will be onboarding to Lunchbox V2.
Please enable the following:
Loyalty API
This request will grant the Lunchbox team API access to all our locations on Toast for Production and Sandbox, as well as the Toast sandbox dashboard.
[Please list the Brand Name and 1 example Toast establishment names/addresses here]
Thank you,
{customer_Name}
Validate Toast Loyalty Setup
Step 1: Locate the Rewards Program option under the Marketing section or by selecting Marketing > Loyalty > Settings on the Toast dashboard.
IMPORTANT NOTE: If you do not see the Rewards Program link under the Marketing section of the Toast Dashboard, Toast may need to activate the setting for the restaurant’s account.
We must reach out to Toast Support directly and request that the Reward Program setting be enabled for Lunchbox Loyalty. When submitting this request, make sure to:
Specify that you need Lunchbox v2 Loyalty enabled (not Toast Loyalty)
Ask for the Rewards button to be enabled on the POS
Confirm that both Lookup Customer and Redeem functionalities are included with the Reward Program activation
This ensures that the POS can recognize and process Lunchbox-managed loyalty lookups and reward redemptions correctly.
For reference, for Toast Support, this selection should be visible via the Rewards Program Tab > Lunchbox V2 should be enabled.
Step 2: Ensure that the “Enable Loyalty” section is set to Yes, click Save, and publish the changes.
Step 3: Once this setting is activated, a Rewards button will be visible on the Toast terminals.
Using In-Story Loyalty on the POS
The following steps and requirements apply when performing loyalty lookups from a Toast terminal.
Admin dashboard and menu requirements
For loyalty lookup to function properly, Lunchbox automatically creates a Dine-In Open Item Menu, including the required Category and Item, as well as a Dine-In Menu (Item-Based Loyalty Only).
Ensure that the following conditions are met:
The menu is visible in Lunchbox.
The menu is assigned to the Dine-In service type.
The Dine-In service type is active and enabled.
Credit Card must be checked off for payment, and Gift Card must also be checked if the restaurant uses Lunchbox eCard.
If the in-store menu and Lunchbox menu are identical, you can proceed to the next step.
Toast POS Guest Look up & Reward Redemption
If the previous configuration is completed, here's how the guest look up and reward redemption looks like.
Step 1: On the ordering screen, after a menu item has been added to the cart, click the Menu button on the left side of the screen to display the Rewards button. Depending on the menu structure, the ‘Rewards’ button may be visible without this step.
If we look up a guest before an item is added to the cart, available rewards will not be displayed until we either click the Look Up button again after adding the item to the cart or press Pay or Done.
Step 2: Click the Rewards button.
Step 3: Click the Look Up Customer button
Step 4: Click the Look Up button
Step 5: Search by the guest’s Phone Number, Email Address or Name. Last Name is prioritized first in the search.
Step 6: Highlight the guest you wish to associate with the order
Step 7: Click Done. This step will associate the guest’s Lunchbox Loyalty account with the order.
The guest’s name and loyalty # will be visible in the tab name as shown below.
The dollars that are visible will be the total dollars available to spend in the wallet.
Reward Dollars will reflect the available Loyalty Credit dollar amount in the Lunchbox Loyalty section.
Reward Points match the guest's Current Points from the Lunchbox Loyalty system.
When an item is added on the POS, only the portion of reward dollars that can cover the cost of that item will display, along with any item-based rewards that apply to it, e.g., If a guest has $50 in reward dollars and adds a $2 item, only $2 in reward dollars will appear as available for redemption, along with any eligible item-based rewards tied to that item.
Step 8: A guest’s available loyalty rewards will display and can be redeemed on the order by clicking the Redeem button
Here's how the redeemed reward looks in the Total amount breakdown
Step 9: Proceed to place the order and select Pay to complete the action
Clicking Stay, Send, or Pay will trigger a loyalty look-up. Available rewards will be shown again in case the guest wants to redeem another reward.
Step 10: Pay out the order and close it to Cash or Credit. If there is a zero balance due, click Close to close the check.
IMPORTANT NOTE: Do not close the order to the ‘Lunchbox’ payment option since it does not charge the guest.
Additional options on the POS
If the guest does not want to redeem their rewards, click Next
If the wrong guest is selected, click on Switch Customer to search for a different guest.
If a guest does not have any rewards the message No Rewards Available Right Now will display.
Using In-Story Loyalty on Toast Kiosk
Step 1: On the Kiosk device, the guest taps the START button.
Step 2: The guest adds items to their order. For more information, see the Toast Central article about placing an order using Toast Kiosk. The guest can add rewards to their order at any point before checkout.
Step 3: On the bottom right of the screen, the guest taps the + Add rewards button.
Step 4: On the Loyalty + Rewards screen, the guest can do one of the following:
Tap the SCAN CODE button and scan the QR code on a loyalty card or app, if scan for loyalty has been released.
Swipe the credit card linked to the loyalty account. Lunchbox will receive a
LOYALTY_INQUIRErequest.
Step 5: Next to the discount they want to apply, the guest taps Redeem. Offers that are not eligible for redemption on the current check are disabled, and the Redeem button is shaded gray. Partners are responsible for confirming which offers are eligible for redemption, using the applicable boolean in the Offer object.
The reward is added to the check as a discount.
Step 6: The guest continues adding items to their order or checkout. When the payment process starts, your integration will receive a LOYALTY_REDEEM request. Once the payment is completed, your integration will receive a LOYALTY_ACCRUE request.
Lunchbox Loyalty on the Toast Guest Facing Display
Loyalty on Guest Facing Display is in Beta and requires Toast approval to enable reach out to your Toast Rep to learn more and for approval!
Guest Facing Display Summary
Toast also provides the ability for the customer themselves to use the Guest Facing Display connected to Toast tablet to look up their loyalty profiles and apply available rewards using their email, phone number or QR code. Now, with Lunchbox Loyalty, this functionality is available in many of the same ways as explained above and can be enabled by Toast via a Feature Flag for customers to perform these functions themselves when placing an order in the restaurant.
Note: Lunchbox is not integrated with Toast for Loyalty Sign Up at this time.
Relevant Docs:
Guest Facing Display Limitations
Guests must create a loyalty account through the Lunchbox ordering app or website. Loyalty registration is not available directly on the Toast POS.
Not all Lunchbox Loyalty Reward types are available for In-Store redemption including Bankable Rewards
Rewards Display on POS:
Toast only displays rewards that apply to the items currently selected on the POS, as the system validates rewards against the active order
For example, if a customer has $10 reward dollars and a Free Fries reward, but fries are not part of the in-store order, only the reward dollars will appear as redeemable during the loyalty lookup.
To view all available rewards, including those not tied to specific menu items, perform the loyalty lookup before selecting any items on the POS.
Guest Facing Display Pre-requisites
In order to start using Lunchbox Loyalty on the Toast Guest Facing Display, you’ll need to confirm the following:
Lunchbox Loyalty is enabled and configured in Lunchbox
Lunchbox Integration is added and enabled for Loyalty and Tender in Toast
Lunchbox Menus and Discounts are configured and integrated for Loyalty in Toast
Toast In-Store Loyalty is connected and working
Brand has requested that Toast has enabled the Feature Flag for “Sign In via GFD” at the brand or location level.
This can be done by requesting this flag be enabled through Toast Customer Care or directly with the restaurant’s Toast Customer Success Manager.
Guest Facing Display Customer Experience
The cashier enters customer order at the Toast Terminal and asks the customer if they have a loyalty program that they would like to sign into:
Note: If a customer does not yet have a Lunchbox Loyalty account, they would need to download the app or sign up on mobile web first before being able to sign in.
The customer would log into their Loyalty account using email, phone or the Lunchbox App’s QR Code for Loyalty:
The customer then enters their phone number, email address or QR code, then selects “Check-in”:
If a reward is available, the customer will be prompted to select a reward from the list:
The customer selects the reward that you wish to apply to their order and choose “Redeem Now”:
Then they will be forwarded to the order summary screen and they'll find the order total amount and details.
Cashier View:
To complete the payment, tap, insert, or swipe your card -OR- use the Lunchbox Loyalty “Scan to Pay” QR code
In the tip and signature screen, select your desired tip amount and input your signature. Then, select Continue.
In the receipt screen, select how you’d like to receive your receipt.
Toast Discount Reporting In Store & Online
Understanding how discounts will appear in your reporting is an important part of leveraging your loyalty integration. It is important to understand the buckets of discount types and where the order is coming from.
Transactions placed through app or web using a non credit based reward.
This will link to the GUID and the used reward will appear with the same name that is listed in Toast Discounts. (Example: LB Birthday Reward or App/Web Birthday Reward)
Transactions placed through app or web using a credit based reward.
This will link to the GUID and the used reward will appear with the same name that is listed in Toast Discounts. (Normally Lunchbox Loyalty Credit or App/Web Loyalty Credit)
Transactions placed in store using scan to pay with a reward applied/scan for loyalty or in store loyalty lookup using a non credit based reward.
This will NOT link to the GUID and the used reward will have the same name that is set up on the reward in Lunchbox.
Note: If you want to have the non credit based rewards fall to the same line in reporting you can do so by naming the reward the same name that is listed on the reward in Lunchbox. Do NOT change the name of rewards in Lunchbox without the support of Lunchbox. This requires and ENG change request and needs to be coordinated with the Lunchbox OTS Team and ENG Team.
Transactions placed in store using scan to pay with a reward applied/scan for loyalty or in store loyalty lookup using a credit based reward.
This will NOT link to the GUID and will show up as multiple $##.## Off
Note: Reward dollars cannot be brought to a single line because the value changes with every usage and this is how toast accepts the values through the loyalty API.