Customer Loyalty/Redeem Member Rewards

Summary

Sites can administer loyalty programs to encourage customer loyalty by allowing customers to earn and redeem rewards. 

Configuration

Loyalty programs are configured by a third-party provider that works with the restaurant merchant to customize their program.

The Loyalty provider will supply the client’s Display Name, User Name, Password, Merchant ID, Loyalty Group ID, and Gift Group ID. To enter these items, navigate to the Payment tab of the Site, click “Add Processor,” and select the correct/corresponding Loyalty and Gift Processor. A window will appear, as seen in the screenshot above.

Fill in the Display Name, User Name, Password, etc. where indicated.  

You must also add a BIN Range for both Loyalty and Gift.

In most Loyalty Programs, a guest’s phone number is used as their card number. In order to cover any possible phone number, the suggested Loyalty Bin range is “Low: 000000, High: 999999, Digits #: 10.”

• Note: ECM has a 6 digit limit on Low and High when adding a bin range. In one instance, the suggested Bin Range given by a Loyalty Program was: “Low: 000000000, High: 999999999, Digits #: 10” This however would not save in ECM and prompted an error message. The Bin Range had to be shorten to 6 digits for the Low and High in order to save.

Gift Bin Ranges are also provided by the Loyalty and Gift provider.

• For Synergy, the BIN Range will always be “Low: 6667, High: 9009, Digits #16,” unless stated otherwise.

When this information has been configured, the site will go to Loyalty Programs to update their sites and apply the configuration.

• Path: Financial > Loyalty Programs
• Click Update All Sites to apply the configuration to all sites or click Update to update specific sites. 
• Deploy changes 

Add New Rewards Member 

• Tap the customer icon (blue man) at the bottom of the check panel 

• A blank Rewards form will pop up 
  

• Tap Add New Customer; the Customer Details form will display
  • Tap Rewards to return to the previous Rewards screen

• • Tap in a field to access the keyboard
  • Enter the new customer information including the loyalty card number issued to the guest 
    • When a field is tapped, either a standard keyboard or a numeric keyboard will pop up depending on the type of entry. 

• • Error conditions

    • If the user taps Done before entering the customer information, a message will request the user add the required information 

• • • If the card is a duplicate, an error message will display after tapping Done

• After entering all customer and card information, tap Done 

• The Rewards page will show the new customer ("Qa Test" in this example) attached to the check.

Optional feature: Create new Paytronix account with phone number only 

A Paytronix loyalty account can be created using the guest's phone number only. This is an optional feature that requires a feature toggle to be enabled by a CBS admin. 

• Tap the customer icon (blue man) on the app and tap Add New Customer
• On the Customer Details pop-up, enter a phone number to create the account 

Search/Add Existing Customer 

Customer loyalty card can be entered accessed manually or can be scanned to access the member account and redeem offers.  

• Tap the customer icon (blue man) at the bottom of the check panel 
• A blank Rewards form will pop up 
• Locate the customer's account by entering the customer's email, phone, card number (loyalty, comp or store credit card) or an existing Paytronix check in number 

• Tap on the matching customer to display the customer account information 

• Alternate: Scan card to attach customer

  • Using an attached scanner, scan the customer's loyalty card to prompt Rewards pop-up 
  • Tap matching customer account to select

• Tap Remove Customer to remove the customer from the check

Redeem Rewards

• After attaching a customer to the check, tap View Rewards to view the customer's list of available loyalty rewards (rewards are available if the ordered items are eligible).
  • Tap Print Balance to print the rewards balance 
  • Tap Close to close the Rewards pop-up 
  • Tap Customer Details to return to the previous Customer Details screen 

• Redeem button business rules

  • Redeem button is shown when items are sent to the kitchen; doesn't show if items are unsent

  • Redeem button shows when there is only one qualifying menu item

  • If there is more than one qualifying menu item sent to the kitchen, the redeem button doesn't show on the Rewards page; the user can go to the Apply Rewards page and select the items they want to apply the reward to

Redeem a reward for one menu item

• Order item; send to the kitchen
• Tap Payment; the Rewards screen will automatically pop up
  • Alternate path to open Rewards screen: Tap Customer icon in tray below check panel
• Qualifying rewards for the ordered item will display a Redeem button

• Tap Redeem 
  • The offer will be applied to the item and the view will return to the originating screen (payment screen or ordering menu screen) 
  • The redeemed reward is displayed below the menu item 

Redeem reward for more than one menu item 

• Order more than one item 
• Tap Send Now to send to kitchen
• Tap Payment (or customer icon)
• Rewards window pops up with qualifying reward enabled (no Redeem button here)
  
• Tap the reward (e.g., Free Appetizer) to open the Apply Reward window
• Select item(s) to apply reward to 
  • Note: In this example, the Program Balance for the reward is 4; only 4 items can be selected
  • If the user tries to select more than 4 items, 1 item becomes unselected so only 4 items remain selected
      
• Tap Redeem (bottom of window); the offer will be applied to the selected items

Redeem reward for items ordered by quantity 

• Use the quantity button to order more than one of an item; send to the kitchen
• Tap Payment; the Rewards screen will automatically pop up
• Items on Apply Reward screen are split from multiple quantity grouping to individual items; reward can be applied to individual items instead of a group
• Select items and tap Redeem

Redeem a reward for a combo menu item, tap the combo name

• On the qualifiers window, select the qualifiers desired for the combo 
• Tap Redeem at the bottom of the window
• The offer will be applied to the check and the view will return to the ordering menu page

Additional note:

• If a check has been fully comp'd as a result of redeeming rewards (payment balance is zero), a customer may still add a tip to the check. 

Related articles

Loyalty Programs

Video - Redeem for one and for more than one ordered items