Welcome to Lunchbox 2.0!

You are currently on Lunchbox’s 1.0 platform but are migrating to 2.0 on the date given to you for your restaurant group. We’re super excited to have you over here and can’t wait to deliver the engineering velocity and features you deserve. Let’s get started!

Once the user tries to log in to the 2.0 platform, whether on the app or the web, they will be able to use the same password from 1.0.

In general, users should not need to re-verify their phone numbers before ordering on the 2.0 app or web. If upon login users are prompted to enter the PIN code, they will receive a PIN code via SMS and they will be asked to verify their account by entering the PIN code

If a guest uses a landline. The number needs to be manually verified using the Lunchbox Command Center:

Customers migrating from 1.0 to 2.0 may run into login issues when logging into 2.0. The most common reasons are the following:

If a user can't remember their password, they can simply reset it. They need to follow the Reset password instructions on the sign-in page in the app or web. Here we'll present the web experience. When you open the website,

You will be redirected to the website's Home page to log in and you'll see a notification "Password Changed"

IMPORTANT NOTE: Before resetting password for a user, make sure the email with the verified phone is the user's primary account. Remove verification from any other account with the same phone number. Having multiple users with the same phone number verified causes Toast In Store loyalty to fail.

If the previously listed steps do not work, you can manually reset the user's password for them. Look up the customer's phone number associated with the account in Lunchbox Old Admin (Call Center). To do that, go to the client's ordering website, log in with your Admin account credentials and

Restaurants will have to update their CNAME on the night of migration to their brand new Netlify site in tandem with Lunchbox uploading the SSL Certificate. If these are not done in tandem the site will not be accessible.

Lunchbox will upgrade your order.brandname.com (e.g., order.bareburger.com) website and all location pages to the new ordering website. The big upgrade to 2.0 is that the same link is used for catering on 2.0 as there is no longer a separate catering site as there was for Lunchbox 1.0

Restaurant Partners need to update the SPF Record and DNS. Without this step, emails will not be whitelisted. Read more about it here

IMPORTANT NOTE: Location-specific links will differ between 1.0 and 2.0. If you use any of these links from Google, Yelp, Apple My Business, Trip Advisor, Social Media or Paid Ads, these will need to be updated with the migration by the restaurant’s HQ Team. For example, Google Search Result for Astoria Bareburger currently links to the 1.0 location page URL for Astoria Bareburger

The new ordering website might look different but it will allow guests to place orders just the same. So what is new?

The night before your given date for the new ordering platform launch, Lunchbox will push out the app update for 2.0

Most users will automatically upgrade to the new app, some will do it manually depending on the settings specific to each user's mobile device. There will be a small group of users that still have the 1.0 app if they are not upgrading.

Lunchbox will update the carousel image on the 1.0 app to encourage users to download the new app.

Please keep in mind that certain app design changes require a new build for changes to take effect, even tho we can now set them directly in the Admin channel, without sending an engineering request. When you make the following updates, please email [email protected] and cc your CSM to have a new app released:

Locations that are set as Test Locations in the Admin dashboard will be visible in the UI on the app but are not indicated with a Test Store Icon.

Test Locations are only visible to Admins. Having the test location visible only to admins will help with testing new coupons and menu items post-migration.

Packing Instructions have been streamlined down to a single checkbox at the cart where a guest can opt to include utensils or not include utensils.

You can set the custom pop-up in the new 2.0 app. This is a great place to leverage comms for your new platform. Consider adding text that educates your guest on how to log in.

Custom pop-up has to be enabled in the Web section. The instructions are listed above, and you can find them by clicking here.

If your restaurant runs internal use service types during your migration and you are attempting to test those service types. To get the internal user service types to display on the app follow these steps.

Guest Checkout is now available on Lunchbox 2.0, on apps and websites.

IMPORTANT NOTE: Guest Checkout is available only to non-registered email addresses / mobile phone numbers. If you have previously registered, you will be prompted to log in.

Use of Scan for Pay and Scan For Loyalty will no longer be available through the 1.0 App. Toast POS only allows one loyalty and tender integration at a time, and access will now be transferred to the 2.0 dashboard. To use these new features, the team in the restaurant should have the guest download the new app and sign in using their existing Lunchbox Credentials.

IMPORTANT NOTES:

For customers using Toast POS, it is highly recommended to reboot their terminals after the new 2.0 app publish has been made with the new Lunchbox V2 Tender enablement. Log out of the Toast app, power off the device. Turn the device back on and log back in.

Lunchbox 2.0 must apply the Lunchbox V2 Tender API integration to the same GUID that you are sending through your other payment transactions. This is different from 1.0 behavior. Please note that payments will now process through a single GUID. Completed in the API Integration email sent by your Implementation Project Manager. You will be CC'd on this.

As with Lunchbox 1.0, the guest can provide their mobile number (linked to their Lunchbox 2.0 account) to restaurant staff to be input into the POS Terminal for Loyalty Lookup and accrual for an order placed.

When a user wants to use Scan to Pay, they will automatically spend their Loyalty credits. If a user wants to use item-based rewards they should use scan for loyalty first by applying the item based reward, and then process payment using scan to pay.

If a Scan to Pay order is voided in Toast POS this will void the order in Lunchbox. This is the only order type that voids from POS to Lunchbox all other order types need to be adjusted in both Toast and Lunchbox. (App, Web Orders & Scan for Loyalty orders must be voided in both Lunchbox and Toast)

Users on 2.0 will only accrue loyalty on the subtotal of an order. Loyalty points are not granted for tips and tax.

On the app, under Scan tab, user can find Scan to Pay and Scan for Loyalty options, and show it to the staff in the restaurant during the trasaction. These are two different QR Codes, so recommend you users always to use Scan for Loyatly first and then Scan to Pay.

💡 If you want to learn more about Managing Lunchbox 2.0 Loyalty, follow this link https://support.lunchbox.io/en/articles/8755636-lb-2-0-operate-loyalty
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And if you want to learn more about how In-Store Loyalty look up works, select the following article.
​https://support.lunchbox.io/en/articles/8684393-2w-toast-in-store-lookup-guest-experience-lb-2-0

Using the Toast POS Terminal, we can look up for a user by typing in their email and phone. However, sometimes it's best to use the customer name due to the length of the email.

IMPORTANT NOTE: In the instance that the user uses a private relay email and no phone # is used, the lookup search is best done using the user name.

Currently there is no ability to edit information in the loyalty admin and a feature request has been submitted.

IMPORTANT NOTE: please note that any edits in the Call Center do not reflect over to Loyalty Admin.

For example, we looked up for "Kreg Leg" and we typed in the customer name as lookup criteria,

This feature is now available in the app and web!

Lunchbox is in the process of releasing a new version for the Admin dashboard. However, as we transition all the features from the old dashboard to the new, there are still some of the things that you'll still need to configure or look up in the Old Admin. We made swithcing between two system much easier, so in the new Admin there is an option called Jump to Admin that will take you to the login page of the Old Admin, until the transition process is over.

Here are some of the most important features available in the new Admin dashboard:

For Toast clients, to 86 an item on Lunchbox 2.0, please follow these steps described in

LB 2.0 Operate: Unavailable Items

For Holiday Hours & Time Slots please follow the steps descibed in LB 2.0 Operate: Business Hours

For creating and managing Catering orders for all locations LB 2.0 Catering: Editing Orders from Call Center

IMPORTANT NOTE: We recommend placing test orders for all coupons end to end. It is very important that you see the coupon hit the point of sale and that you combine coupons that are meant to be combined

Transactional emails (not sent via Customer.io) are unable to be branded using the Lunchbox 2.0 Admin Dashboard. For example, the order confirmation email, password reset and order cancellation.

From the Locations tab, you have the ability to update location preferences including:

New Menu GUIDs require the intervention of Lunchbox Support to add menus into Lunchbox. Please email [email protected] and they will help to get the new menu added to Lunchbox.

For managing orders and viewing order details

Partial Refunds and Order Cancellations can only be completed on the next day in Lunchbox. Same day options only include cancelling the whole order.
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Refunds must be completed both in the POS and on the Lunchbox Admin Dashboard for all orders except Scan to Pay Orders. Scan to Pay is the only order type that refunds the transaction in Lunchbox.

Check out this Help Center Article for more information on how to execute

From Reports, you have the ability to easily search for orders by Order ID or External Order ID. There are number of detailed reports available to search, view and download for data tracking needs. Read below for more information:

IMPORTANT NOTE: Catering Orders must have Hold Future Orders setting in place on the service type if you wish to continue making adjustments to orders before sending them to the POS.

To set up the system to Hold Future Order, in the left-hand sidebar select:

Time Slots are used for Menu Categories, Items, Order Throttling Rules or Coupons:

For adding other brand admins, location managers, etc:

Migrated customers will share the same First Order Date. Avoid using First Order as a flag for an anniversary promotion. Otherwise you run the risk of sending your entire migrated user database a campaign.

Moving from Lunchbox 1.0 to 2.0 will send Doordash an additional External Store ID which will create another instance of each location's DoorDash Drive in the DoorDash Merchant Portal. Once you turn off 1.0 you can request that DoorDash via telephone escalated support or through your DoorDash Rep to remove the older DoorDash Drive instance from your DoorDash Marketplace Dashboard.

If you have any active integrations on Lunchbox 1.0 (Ex: Gift Card, Surveys), please be sure to test these out via test orders during your User Acceptance Testing and Friends and Family phase prior to migration

Chargebacks will no longer be visible in the 2.0 dashboard. These will need to be handled using your access to your payment processor's dashboard.

Reconciliation will have to now be done using your Lunchbox Dashboard, Payment Processor Dashboard and POS reporting. Here is the list of the relevant articles:

Please be sure to look for Lunchbox 2.0-specific articles in the Lunchbox Help Center which are in the ‘Lunchbox 2.0 Platform’ section

Contact your HQ Help Desk team for assistance. They will escalate to Lunchbox Support if needed

If you are seeing issues with 1.0 to 2.0 system, visit Migration