Manual In-Store Loyalty Lookup and Redemption

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Loyalty In-Store without QR Scanning or Scan to Pay (Toast)

 

Loyalty points can be accrued and/or redeemed in-store without using a scanner/scan-to-pay. This process is completed in the POS system using Rewards and Guest Lookup.

First, let’s review the steps for Looking up a Guest so that they can accrue loyalty points for their order without scanning a QR code.

 

 

Looking Up a Guest

Step 1: Under the Quick Order Tab, swipe to the left to locate the Rewards button.

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Step 2: Once located, click Rewards.

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Step 3: Next, at the bottom of the screen, click Look Up Customer.

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Step 4: In the Apply Rewards Card display, click Lookup.

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Step 5: At this point, you must search for the guest by Name, Email, or Phone Number. Type the search criteria into the Search field.

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Step 6: Once you’ve entered your search criteria, click Go.

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Step 7: Then, click on the Name of the appropriate guest.

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Step 8: Finally, click Done.

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Step 9: The rewards information for the guest displays in the pop-up. Since we want the guest to accrue rewards for their order, select Next at the bottom of the pop-up.

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Step 9a: NOTE: You can view the Reward Points a Guest has accrued in their account in the Rewards pop-up display.

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Step 10: Now the Order Tab is labeled with the Guest’s name that we selected in the lookup process and they will accrue loyalty points when the order is officially placed and processed.

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Step 11: To complete the ordering process, click Pay.

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Step 12: Then select the payment type (cash, credit, other) and complete the payment process.

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Redeeming Loyalty

Next, let’s review the steps for redeeming loyalty in-store without scanning a QR code.

 

NOTE: To redeem loyalty manually in the POS, make sure that you have already entered the Guest’s order selections into the POS Quick Order Tab prior to looking up the Guest for loyalty redemption.

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Step 1: Under the Quick Order Tab, swipe to the left to locate the Rewards button and click Rewards.

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Step 2: Next, at the bottom of the screen, click Look Up Customer.

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Step 3: In the Apply Rewards Card display, click Lookup.

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Step 4: At this point, you must search for the guest by Name, Email, or Phone Number. Type the search criteria into the Search field.

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Step 5: Once you’ve entered your search criteria, click Go.

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Step 6: Then, click on the Name of the appropriate guest.

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Step 7: Finally, click Done.

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Step 8: The rewards information for the guest displays in the pop-up. Since the guest wants to redeem loyalty, select Redeem in the pop-up display.

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Step 8a: NOTE: You can view the Reward Points a Guest has accrued in their account in the Rewards pop-up display.

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Step 9: Now the Order Tab is labeled with the Guest’s name that we selected in the lookup process and their loyalty redemption is applied to their order.

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Step 10: Now that the reward is added to the order, click Pay.

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Step 11: Once you click Pay to complete the order, the screen shows that the POS is processing the loyalty rewards aka the loyalty redemption chosen for the order.

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Step 12: Then, if there is a remaining balance, you can select the payment type (cash, credit, other) to complete the payment process.

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Step 13: Finally, if a Guest does not want to redeem loyalty in their wallet, you can simply select Next in the loyalty pop-up display so that they can accrue loyalty points for their order instead of redeeming an offer in their wallet.

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NOTE: If a Guest redeems loyalty on an order, but the loyalty reward only covers one item in their order or only a certain amount of the order, then the Guest will accrue loyalty points for the remainder of the order. For example, if the loyalty reward is for $5 off their order, but their order is $20, then they will accrue loyalty points on the remaining $15. 

 

 

FAQ

  • We had a guest try to scan for loyalty redemption and also tried a manual loyalty look-up via POS so the guest could redeem loyalty points on their order, but it was throwing an error and not letting us apply her loyalty points/credits to her order. What do we do if this happens?
    • I did see via Support that Lunchbox needed to contact Toast to get you all switched to Lunchbox Loyalty via Toast on their backend and Lunchbox had to get access to the Toast Tender API for scan-to-pay/scanning for loyalty. However, if loyalty is still not working for the guest via scan-to-pay or manual look-up on Toast, please reach out to Lunchbox Support via chat to let them know of the issue.

 

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