topic Re: Mobile orders glitch when redeeming rewards in Restaurant Operations

Mobile orders glitch when redeeming rewards

Habitcc — Wed, 01 Jul 2026 01:11:32 GMT

There is an issue when our customers order through the toast app and use rewards points to go towards purchase amount. None of the totals in attached receipt add up. It forces me to refund the customer money they are not owed. Open ticket with customer support either no resolution or communication in almost a week. Has happened multiple times. When it forces me to refund the customers card just to close the ticket during end of day, it then does not show the refund on any reports so now I have no proof that I’ve lost the money I had to refund. Please help.

Re: Mobile orders glitch when redeeming rewards

au79teahouse — Wed, 01 Jul 2026 01:22:17 GMT

@Rob

Re: Mobile orders glitch when redeeming rewards

Habitcc — Mon, 06 Jul 2026 20:32:23 GMT

Hi. Are you able to help me troubleshoot this issue?

Re: Mobile orders glitch when redeeming rewards

au79teahouse — Mon, 06 Jul 2026 21:03:01 GMT

I have seen your post on Reddit and I would love to help out. But unfortunately it would be very difficult to troubleshoot without seeing the back-end setting and everything else. Perhaps @rcmck might have some clues on the cause of the glitch. I understand the urgency of the situation as I, myself, wouldn't want to keep losing money over some weird glitch that can't be figured out. If you have determined that Toast local app is the primary source of the glitch, I would suggest to temporarily disable Toast local app for the time being. If disabling toast local app is not a choice, you could temporarily not allow guests to redeem their rewards by adjusting the required point to a number that is impossible to redeem (guests are still able to accrue points for their purchase), and post a apology notice to your guest saying that rewards redemption is currently not available and you are truly sorry for the inconvenience as you are trying your best to resolve the issue. I will try to tag the community managers again to get their attention. And I am genuinely hoping you will get assistance from Toast as soon as possible to resolve the issue.

@Rob , @jenni

Re: Mobile orders glitch when redeeming rewards

Habitcc — Mon, 06 Jul 2026 21:38:16 GMT

Thank you so much!! I have disabled the redemption but of course customers are growing frustrated and impatient. I’m hoping a solution can be found soon.

Re: Mobile orders glitch when redeeming rewards

rcmck — Tue, 07 Jul 2026 21:38:10 GMT

I don't have much to add unfortunately, I have not noticed any issues personally. Is it on every online redemption? Any issues in house? I would at least try removing the cash reward and reapplying it to see if it calculates correctly then, rather than refunding their payment, definitely don't want to lose money over this.

Re: Mobile orders glitch when redeeming rewards

jenni — Wed, 08 Jul 2026 16:16:50 GMT

Hi both, apologies on the delay here. Rob is currently on sabbatical and I was OOO after the long weekend. Let me reach out to the product team to find the right person to connect you with!

Re: Mobile orders glitch when redeeming rewards

Habitcc — Wed, 08 Jul 2026 17:34:44 GMT

Thank you

Re: Mobile orders glitch when redeeming rewards

jenni — Wed, 08 Jul 2026 20:57:40 GMT

Just sent an email!