topic Re: Rewards issue in Guest Experience

Rewards issue

KT — Mon, 30 Dec 2024 19:02:41 GMT

Our rewards program is doing something strange. I have attached a picture. A Guest came in and had over 800 points and redeemed 30 dollars. He now only has 41 points left after that transaction. When his guest receipt printed it stated at the bottom of the slip that he just unlocked $84.60 off his next order!? I looked him up and it says he only has under $2 saved now. It also happened with another guest after. We have not changed our rewards program. Has something changed with Toast with Rewards? Thank you! -KT

Re: Rewards issue

au79teahouse — Mon, 30 Dec 2024 22:08:58 GMT

It could be the customer's receipt does not show the correct rewards (don't quote me on this one). There was an issue which receipts didn't show correct rewards point before. I'm not sure if the issue has been fixed.

Re: Rewards issue

nbunda — Mon, 30 Dec 2024 22:34:36 GMT

I can confirm we have repeated instances of the printed guest receipt not taking redeemed points into account when telling the guest how much they have for their next visit. It's been like this for many months now. Very frustrating taking these calls!

Re: Rewards issue

rcmck — Mon, 30 Dec 2024 22:42:01 GMT

Can try the solution that worked for me, haven't seemed to have had an issue since, haven't check to see if it was fixed yet, apparently not. Just change the program description to default under loyalty settings.

https://community.toasttab.com/t5/guest-experience/bug-with-loyalty-reporting-on-receipts-in-2-79-4/td-p/12752

Re: Rewards issue

Rob — Thu, 09 Jan 2025 17:55:46 GMT

Is anyone still noticing this rewards issue? If so do you have a support case number I would l like to investigation further if people are still experiencing this issue.

Re: Rewards issue

PinkysWestside — Sat, 08 Feb 2025 16:22:23 GMT

I am dealing with this issue this morning resulting from a transaction and receipt from Feb 6 2025. I have not filed a support ticket yet as I started with google. Very frustrating having customers think we owe them $50 or $60 dollars.

Re: Rewards issue

Rob — Tue, 11 Feb 2025 00:48:25 GMT

Thanks for reaching out; if you file a support case, please send me the case number via DM!