Disclaimer: This article is for Lunchbox 2.0 customers only. If your dashboard header looks the same as below, you are in the right place:
Customer Loyalty Migration
The Customer Loyalty Migration program at Lunchbox benefits guests so that their data is migrated over securely to continue providing great service and flexibility to loyal customers. There are options for those launching a new brand as well as those existing brands that are launching new stores but are on a previous program.
Requirements
Before we can import the users to the Loyalty Engine, we need to make sure we have these in place:
An admin account to log into the Admin dashboard
The admin is using Lunchbox Loyalty Engine
The admin configuration is setup to use Lunchbox Loyalty Engine
Make sure to fill out the Lifetime Points Field
A phone number (with no special characters) or email (with no special characters)is Required
Make sure to manually convert points into credits before uploading.
VERY IMPORTANT: LUNCHBOX DOES NOT AUTOMATICALLY CONVERT POINTS TO CREDITS OR REWARDS AND THIS WILL NEED TO BE MANUALLY CONVERTED BEFORE UPLOADING THE CSV.
ADDITIONAL NOTE - Users that are uploaded without an email address are required to Sign Up for an account before they can accrue any in store POS based loyalty through Loyalty Lookup.
IMPORTANT: Read through this entire doc before conducting your first upload.
VERY IMPORTANT: For users running Toast In Store Loyalty Lookup an additional ENG Ticket needs to be submitted to auto phone verify the user and sync the user to the Loyalty Database.
What Does The Loyalty Import Not Support
We DO NOT validate if there are duplicate emails
WARNING - If there are duplicate emails, they will override one another, there’s no precedence on who comes first.
We DO NOT validate if the phone numbers are real; as long as they have 10 characters or are a US number, they will pass our validation.
WARNING - Invalid phone numbers will completely block the import and you will have to start over.
We DO NOT support phone numbers outside of the US and delete contacts with extra digits in their phone number.
WARNING - Phone numbers with more than 11 characters will completely block the import and you will have to start over.
Special Characters in Phone Numbers example tel: SUPPORTED 4156285346 OR 14156285346
NOT SUPPORED tel:(415)625-5346 vs 415-625-5346 These
We DO NOT support the mass deletion of imported users into our system
We DO NOT support converting points/credit to cents; we expect the users to provide the amount converted to cents
We DO NOT support multiplying the points by the schema multiplier
We DO NOT support converting points to rewards
We DO NOT support some symbols in emails for the full list
We DO NOT support merging existing points with the CSV Upload
WARNING - If you include any existing users that have a profile in our database all point values will be overwritten to the information that is provided in your upload file.
We DO NOT support fixing any errors in the CSV
We DO NOT support file size Uploads over 10MB
We DO NOT support imports with duplicate phone numbers
WARNING - Duplicate phone numbers will completely block the import and you will have to start over.
We DO NOT support Migrated Loyalty Users receiving a sign-up bonus when they log in.
Pro Tip: If you want all users to receive a dollar based sign up bonus then include this amount in the credits column of your migration upload.
New Brand Launching with Lunchbox & Existing Brand Launching New Stores on a previous program
Step 1: Migration information will be collected during the delivery process from the dedicated Delivery Manager; the information will be formatted using this template (see below). Within the template are the following columns that are used to house the information collected from the Delivery Manager:
First Name: The guest's first name.
Last Name: The guest's surname.
NOTE: If first and last name are left out these will be blank in the users loyalty profile.
Email: The guest's email address is REQUIRED.
Phone: The guest's phone number (the Phone column should only include numbers; there should be no dashes or parentheses).
Lifetime Spend: The accrued lifetime points amount by the guest.
Points: The total points that the guest has gained.
Credits: The total $ credits that the guest has available.
NOTE: Be sure to convert your Points into Credits if you are submitting an import. Do this step before putting in your numbers. This formula is dependant on the threshold of points conversion Example: if every 100 points you get 1 dollar if you have 1400 points the user will get $14 spend. You would put 0 in points column and the 14 in the credits column.
Day of Birth - Enter the day of the birthdate
Month of Birth - Enter the month of the birthdate
Year of Birth - Enter the year of the birthdate
Reward One Quantity - The number of times the reward will be applied to the guest.
Reward Two Quantity - The number of times the reward will be applied to the guest.
Reward Three Quantity - The number of times the reward will be applied to the guest.
Reward Four Quantity - The number of times the reward will be applied to the guest.
Reward Five Quantity - The number of times the reward will be applied to the guest.
NOTE: For the reward wallet drop columns; you will need to specify the reward UID for each column in a ticket for ENG.
You will need to delete any unused reward columns. There is a MAX of 5 wallet drop columns.
WARNING: Columns must be in the exact order shown in the template.
Step 2: Contact your dedicated Customer Support Manager (CSM) so that they can help import the migration information into the template and run a http://Customer.io API sync.
Things to Note
Lifetime Spend (column)
Guests will automatically be added to the new Lunchbox Tier, based on the information found in the column labeled Lifetime Points.
Example: Tier 1 = 50 points, Tier 2 = 100 points, Tier 3 = 200 points. If the guest's lifetime spend is $250, the guest will automatically be added to Tier 2 of your new Lunchbox Loyalty Program unless otherwise noted. If you want your guests to reset to Tier 1, you must specify in the template.
NOTE: Toast does not include Lifetime Spend in their reporting.
Email (column)
If the guest email is imported, guests will need to sign up with the email connected to their previous Loyalty account. Lunchbox recognizes migrated guests based on their email address.
FAQ
Does a guest from a previous online ordering program need to sign up for a new Lunchbox ordering account?
Yes. Once the guest's email and phone number have been confirmed and the guest has signed up for the first time, accrued loyalty will live on the guest's profile page. The email must be the same for loyalty to match up. The guest will not be able to "log in" if they have not "created an account" through the Lunchbox platform.