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!
Guest Migration Experience:
Along with migrating loyalty data to 2.0 including stored valued Lunbox e-gift cards (when purchased), passwords will also be migrated.
Once the guest tries to log in to the 2.0 platform whether on app or web they will be able to use the same password from 1.0.
Note: Customers migrating from 1.0 to 2.0 may run into login issues when logging into 2.0...
Reason 1: People cannot remember their password
Reason 2: People try to checkout as a guest and get the error that phone or email already exists and are asked to login.
SEND AN EMAIL TO REMIND THE GUEST OF THEIR EMAIL & PHONE NUMBER
To help remind customers of their login details we recommend sending the following email using customer.io to all users. Schedule this email to send on the day of the launch. IMPORTANT! Be sure to update the email copy with your support email.
-COPY THE TEXT BELOW & ADD TO AN EMAIL IN CUSTOMER.IO-
{% if customer.first_name %}<br / > Hi {{customer.first_name}}!<br />{% else %}<br /> Hi!<br />{% endif %}
We hope this message finds you well. As we welcome you to the brand new LUNCHBOX app experience, we want to ensure that your experience is seamless and enjoyable.
As a reminder, the email and phone number used for your current LUNCHBOX account are below:
Email Address: {% if customer.email %}<br /> {{customer.email}}<br />{% else %}<br /> <br />{% endif %}
Phone Number: {% if customer.phone %}<br /> {{customer.phone}}<br />{% else %}<br /> <br />{% endif %}
Please note that attempting to create a new account via private relay or use guest checkout with the email or phone number provided above will not be successful.
Should you require any assistance or have any questions, do not hesitate to reach out to us at ADD YOUR SUPPORT EMAIL HERE to assist with any login or password reset issues.
Warm regards,
Lunchbox Team
IF A GUEST IS AUTOMATICALLY LOGGED IN AFTER APP UPDATE
Instruct to log out and log back in to properly associated the account with the new ordering site.
HOW TO SOLVE FOR GUESTS HAVING LOGIN ISSUES
Step 1: Have the customer reset their password with the email used on their account in 1.0.
If a guest's email looks like this [email protected] have them try signing in using Apple SSO and hide their email address.
If a guest's email is a gmail account and their account on Lunchbox 1.0 have them try signing in using Google SSO
If a guest's email is a regular email account and their account on Lunchbox 1.0 says that they are apple verified have them try logging in using apple sso and not hide their email address.
Step 2: If those steps do not work manually reset their password for them. Lookup the customer's phone number associated with the account in Lunchbox Old Admin (Call Center) by logging into Admin>Jump to Admin>Switch to Old Admin>Call Center>Search the user's phone number>Click Edit.
Step 3: Click Edit and find the email the user is attempting to access by referencing the email they are using to login.
Step 4: Make sure this user's phone number is verified & Copy the email linked to the account.
IMPORTANT: Make sure the user with the phone verification is the guests primary account. Remove verification from any other users with the same phone number. Having multiple users with the same phone number verified causes Toast In Store loyalty to fail.
Step 5: Navigate to the Users Tab on Lunchbox Old Admin
Step 6: Search the email connected to this account.
Step 7: Manually reset their password by clicking the plus sign next to the users account.
Step 8: Enter the temp password into both Password Feilds and click Save.
Step 9: Provide the guest with their temporary password via email.
Guests should not need to re-verify their phone numbers before ordering on the 2.0 app or web. If prompted, the guest will receive a PIN code via SMS
If a guest uses a landline. The number needs to be manually verified using the Lunchbox Command Center. By Clicking Switch to Old Admin>Call Center>look up the customer>Search>click edit>check off verified under the phone number>click save.
Once they log in, they should see the same loyalty points and loyalty rewards that they had on 1.0
If the guest does not remember their password, they can reset their password on the new web ordering site / mobile app
Web Ordering:
Lunchbox will upgrade your order.bareburger.com website and all location pages to the new ordering website.
NOTE: 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
IMPORTANT: 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.
Example:
Google Search Result for Astoria Bareburger currently links to the 1.0 location page URL for Astoria Bareburger
1.0 Location page URL for Astoria Bareburger: https://order.bareburger.com/location/31st-ave
2.0 Location page URL for Astoria Bareburger: https://order.bareburger.com/1/astoria
Restaurant Partners need to update the SPF Record and DNS. Without this step emails will not be white listed.
The new ordering website might look different but it will allow guests to place orders just the same.
Packing Instructions have been streamlined down to a single checkbox at cart where a guest can opt to include utensils or not include utensils.
Lunchbox now features a Jump to Admin Button on your ordering URL that is only visible for managers and admins of your restaurant which is WEB ONLY. From here you easily access your restaurant's Admin Dashboard.
Locations in Lunchbox that are set to Test Locations will be visible in the UI with a Test Icon and are only visible to Admins. This is to help with testing new coupons and menu items in the future.
Set your web popup! This is a great place to leverage comms for your new site! Consider adding text that educates your guest on how to log in. Design>Web>Custom Popup
EXAMPLE 1 TEXT:
Login to access your account!
select login and sign in using the same email and password you used on the old site. don't remember your password? click "forgot password" and enter the email associated with your account. we've sent you an email with a reminder of the email and phone number associated with you account.
EXAMPLE 2 TEXT:
We've enhanced your ordering experience. to access your account: 1. Select Account/Login 2. Select Forgot Password 3. Enter the email address you've always used for your login (i.e. the email we have on file for your loyalty profile). 4. Select Reset Password. 5. An email will be sent to you allowing you to reset your password. We appreciate your continued loyalty during this transition.
Web View
App Ordering:
The night before your given date for the launch, Lunchbox will push out the app update for 2.0
We recommend creating the following to help better guide guests through the login work flow...
Create a web-hosted FAQ and add the FAQ to the 2.0 Content Hub
Create Marketing Carousal Images that explain log process, new loyalty requirements etc.
 | 
|
|
 |
Lunchbox will also update the carousel image on the 1.0 site to encourage guests to download the new app.
 |
 |
Lunchbox will add new content hub options to download the new App!
|
 |
Most customers 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 customers that still have the 1.0 app if they are not upgrading.
Customers will be able to place orders on the 1.0 app and redeem available loyalty credits, or any active discounts on the 1.0 platform through the App Ordering experience.
Customers will still accrue points for in-app ordering on the 1.0 App. We migrate all customer data prior to launch, however in leaving both apps on there might be a few guests that don’t have the loyalty points match or credits show accurately from 1.0 to 2.0. Don’t worry, credits and points can easily be adjusted using the admin dashboard for guests with discrepancies and can be referenced by looking up the customer in the 1.0 Dashboard.
Use of Scan for Pay and Scan For Loyalty through the 1.0 App will no longer be available. Toast only allows one loyalty and tender integration at a time and access will now be transferred to the 2.0 dashboard. In order 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.
Locations in Lunchbox that are set to Test Locations will be visible in the UI on APP but are NOT indicated with a Test Icon and are only visible to Admins. This is to help with testing new coupons and menu items in the future.
Packing Instructions have been streamlined down to a single checkbox at cart where a guest can opt to include utensils or not include utensils.
Set your app pop-up! This is a great place to leverage comms for your new site! Consider adding text that educates your guest on how to log in.
EXAMPLE 1 TEXT:
Login to access your account!
select login and sign in using the same email and password you used on the old site. don't remember your password? click "forgot password" and enter the email associated with your account. we've sent you an email with a reminder of the email and phone number associated with you account.
EXAMPLE 2 TEXT:
We've enhanced your ordering experience. to access your account: 1. Select Account/Login 2. Select Forgot Password 3. Enter the email address you've always used for your login (i.e. the email we have on file for your loyalty profile). 4. Select Reset Password. 5. An email will be sent to you allowing you to reset your password. We appreciate your continued loyalty during this transition.
Certain changes within Design>Mobile App require a new build for changes to take effect. To have a new app released please email [email protected] and cc your CSM.
App Icons
iOS & Android Identifier
Fonts and Font Files
Apple Pay & Google Pay
Social Sign On
Google Analytics Configuration
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 app follow these steps.
login with your admin account in the app
close the app
on web open your 2.0 ordering site
login on web, or if you are logged in refresh the page
reopen app
you will should see the internal use service types now.
Checkout: Apple Pay & Google Pay
Apple Pay is available for app and web (mobile)
For desktop ordering, Apple Pay is only supported with the Safari Browser. This is a limitation on the Apple Side.
Google Pay will be enabled post-migration (requirement from Google Pay)
Guest Checkout
Guest Checkout is now available on Lunchbox 2.0
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.
Scan to Pay & Scan for Loyalty:
Guests on 2.0 will only accrue loyalty on the subtotal of an order. Loyalty points are not granted for tips and tax.
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.
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.
Because this is now a single payment GUID tied to tender in order to close orders on the POS should they fail to reach a closed status an additional payment type will need to be created called Lunchbox Manual Payment that is not set with a tender type. This will help bypass the scan screen and allow for manual order closures in store.
Transactions using scan to pay will now display as two separate records. Both records will need to be voided when voiding orders in Toast.
On the app, a guest is able to show the restaurant staff their QRCode for either Scan to Pay or Scan for Loyalty.
Looking the same customer up over and over using the same person's QR Code can cause lookup latency issues. The error that will throw is "Toast is unable to connect to Lunchbox V2 tender." Wait 1 or 2 minutes and attempt the transaction this most commonly occurs for restaurants who are testing and very rarely happen for guests who are placing orders.
NOTE: These are two different QRCodes on the ‘Scan’ that can be accessed via the ‘Scan’ tab on the app
Catering Ordering:
This feature is now available in the app and web!
App
Web
Loyalty points and rewards are now going to be accrued for Catering Orders.
The same Loyalty program applies for both native ordering and catering.
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.
Admin Dashboard:
Lunchbox is in the process of releasing a new version for the 2.0 admin dashboard. At times there will be settings on the Jump to Admin that will link to old admin. This sometimes requires a user to log in again.
86-ing:
For Toast clients, to 86 an item on Lunchbox 2.0, please follow these steps: https://support.lunchbox.io/hc/en-us/articles/9148026863767-2k-How-to-86-Items-Modifiers-Toast-
Business Hours:
for Holiday Hours & Time Slots: https://support.lunchbox.io/hc/en-us/articles/16087700691735-Operate-Business-Hours
Call Center & Order Dashboard:
for creating and managing Catering orders for all locations: https://support.lunchbox.io/hc/en-us/articles/15808071973527-Editing-Catering-Orders
Coupon / Discount Loyalty Management:
Testing: 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
Lunchbox 2.0 does not currently support recurring tiered loyalty.
Automatic Promo Code Generation (requires ENG Ticket) is not yet supported
Bank Loyalty is not yet supported
Recurring Tiered Loyalty is not yet supported
First Order Only Coupon is not yet supported
Subscriptions are not yet supported
For promo codes, check and item discounts: https://support.lunchbox.io/hc/en-us/articles/8615642969623
Coupon Documentation by POS:
Review the Following Links to Learn More about Lunchbox Coupons!
Emails
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
Google Tag Manager:
In admin Lunchbox will add the Google Tab Manager Credentials. Please test that all of the necessary data points are flowing through for Lunchbox 2.0 web ordering and app prior to migration.
Location Management:
from the Locations tab, you have the ability to update location preferences including:
Set up an email address for order receipts
Configure Curbside Pickup spaces
Announcements & Test Locations: https://support.lunchbox.io/hc/en-us/articles/16090781094935-Operate-Locations
Menus:
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.
Orders & Order Search:
for managing orders, viewing order details and processing refunds: https://support.lunchbox.io/hc/en-us/articles/16156211386263-Operate-Orders
Refunds:
Partial Refunds and Order Cancellations can only be completed on the next day in Lunchbox. Same day options only include cancelling the whole order.
Refunds must be completed both in the POS and on the Lunchbox Admin Dashboard. Check out this Help Center Article for more information on how to execute. https://support.lunchbox.io/hc/en-us/articles/8686934930583-Cancel-or-Refund-Order-in-Lunchbox-2-0
Reporting:
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.
Service Type Management:
From the Service Types tab, you have the ability to:
Enable/Disable the status of the service
Enable/Disable Payment options
Set Lead and Prep times along with order minimums (Toast Clients - Native Ordering will import these values from Toast for Pickup & Delivery. (Catering is managed in Lunchbox))
Add/Edit Subtotal Prep Time rules
Manage Order Handling options
Set Tax Rules (tax rate is synched from the POS)
Set/Update Days/Hours of service
Time Slots:
are used for Menu Categories, Items, Order Throttling Rules or Coupons: https://support.lunchbox.io/hc/en-us/articles/16088916721815-Business-Hours-Time-Slot-Editor
Tips:
all tips will send to POS. 2.0 does not have an option to not send the tips to the restaurant.
User Management:
for adding other brand admins, location managers, etc: https://support.lunchbox.io/hc/en-us/sections/8526908471191-Users
Customer.io
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.
Email Campaigns:
Email Campaigns & Triggers that were set up in http://Customer.io for Lunchbox 1.0 should carry over to Lunchbox 2.0 and are handled using the http://customer.io dashboard.
Push Notifications:
Push notifications are now setup via http://Customer.io in Lunchbox 2.0 vs Lunchbox Admin
Any pre-scheduled push notifications that were set to go out on Lunchbox 1.0 need to be set up in http://Customer.io so that they are sent out in 2.0 post-migration: https://www.loom.com/share/d8380d4246664f7091c6d6457127291a
We recommend that you test this out prior to the migration as well
Delivery Dispatch:
DoorDash Drive Direct:
Moving from Lunchbox 1.0 to 2.0 will send Doordash an additional External Store ID which will create another instance of each locations 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.
Integrations:
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
Payment Processing:
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.
Support Resources:
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
Lunchbox Support can be reached at [email protected] or via Live Chat on the Lunchbox Help Center or Lunchbox 2.0 Admin Site which can be accessed via the ‘Jump to Admin’ link on the web ordering site which is not visible to customers. Best practice is to report each issue individually
Additional Doc Resources By POS Type