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 their data is migrated securely to continue providing great service and flexibility.
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 the Lunchbox Loyalty Engine
The admin configuration is set to use the 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)
Make sure to manually convert points into credits before uploading.
IMPORTANT NOTE: 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 uploaded without an email address must Sign Up for an account before they can accrue any in-store POS-based loyalty through Loyalty Lookup.
***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.
The Loyalty Import Does 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 NOT real; as long as they have 10 characters or are a US number, they will pass our validation.
WARNING - Invalid, duplicate, and phone numbers with more than 11 characters will completely block the import, and you will have to start over. We DO NOT support phone numbers outside of the US. The Phone should only include numbers; there should be no dashes or parentheses.
SUPPORTED: 4156285346 OR 14156285346
NOT SUPPORTED: (415)625-5346 OR 415-625-5346
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
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, 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 names are left out, these will be blank in the user's 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 Points: 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 submitting an import. Do this step before putting in your numbers. This formula is dependent on the threshold of point conversion.
Ex: A user has 1200 points. For every 100 points, they will get 1 dollar. This user will get $12 spent. You would put "0" in the points column and "12" 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 must specify the reward GUID/UUID for each column in a ticket for ENG.
WARNING: Columns must be in the exact order shown in the template.
You will need to delete any unused reward columns. There is a MAX of 5 wallet drop columns.
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.
Correcting Customer Phone Numbers
Step 1: To help verify phone numbers we have added a column to verify that phone numbers are only 10 digits, column P and column Q which verifies if the phone number is correct.
Step 2: Once you verify that all numbers are correct by seeing that all values in column Q are marked with a green OK.
Step 3: Copy column P
Step 4: PASTE SPECIAL>VALUES ONLY INTO COLUMN D all of the newly formatted phone numbers from column P
Step 5: Delete column P & Q before importing.
Things to Note
Lifetime Spend (column)
Guests will automatically be added to the new Lunchbox Tier, based on the information 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)
Lunchbox recognizes migrated guests based on their email addresses. If the guest email is imported, they must sign up with the email connected to their previous Loyalty account.
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.