Customer Loyalty/Redeem Member Rewards
- Rose Eliff (Unlicensed)
- Lydia Frances Gilmer
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
Optional feature - Account feature toggle required
An account feature toggle must be enabled for your account to use this feature:
Paytronix loyalty using phone number only
Please contact your NorthStar representative to have this feature enabled for your account.
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
Video - Redeem for one and for more than one ordered items
