topic Re: Loyalty Points in Guest Experience

Loyalty Points

CousinBrewy — Sat, 03 Aug 2024 18:34:23 GMT

I have a couple of customers this week that say they are not getting their points in their accounts. MY question is: do customers need to sign up for a new account at every toast vendor the visit? That would be a pain that I personally wouldn't ever consider.

If they only need to register one time and can accumulate points at each toast restaurant..... shoot, how do I deal with this??

Re: Loyalty Points

nbunda — Sun, 04 Aug 2024 17:12:03 GMT

They do need to sign up separately for each rewards program they want to join. If the phone number they provide is the same across restaurants, and if they have a Toast account with the same phone number, the Toast Takeout app will show multiple restaurants' rewards programs. Other than that, everything is separate between restaurants.

To diagnose guests not receiving rewards properly, make sure of a few things:

Ensure that the guest was not purchasing a gift card. Guests do not earn loyalty points by purchasing gift cards, but they can earn by paying with a gift card
Have the guests use the online lookup link to check their rewards balance. Sometimes the printout at the bottom of the receipt is inaccurate. The link can be found in Marketing > Loyalty > Settings > Settings > Promote your program.
Using the Advanced Properties page, select "Exclude from rewards program?" from the Show/hide dropdown and make sure all the items you want to be eligible for rewards have a "No" in that column.
Check your "Other Payment Options" to ensure any alternate payment methods you've set up that you want to be rewards-eligible are set that way.

Re: Loyalty Points

CousinBrewy — Thu, 15 Aug 2024 21:08:00 GMT

Hey Nick. None of these are really addressing the issue. The customers claim they have signed up, successfully at other restaurants, but not mine. They do not show up in the rewards members list. One even screen shot the form filled out but still isn't enrolled.

I signed her up as a customer in the POS and noticed that she was signed up two other times with the names a bit different for example one time there was only a first initial....

Re: Loyalty Points

Rob — Fri, 16 Aug 2024 19:28:01 GMT

Based on the conversation here, it sounds like the customers are not entering the correct information. There isn't anything Toast can do with how the current system is to remedy this, but this is good feedback.

Re: Loyalty Points

smoothville — Mon, 19 Aug 2024 20:58:11 GMT

I am having the same issues. I have customers that are loyalty members. Shows in the POS they are loyalty but they do not show on the rewards member list. I have multiple customers a day asking why they aren't getting points. And I can't figure it out.

Re: Loyalty Points

Rob — Thu, 22 Aug 2024 01:54:27 GMT

The post that nbunda wrote goes into detail on how to troubleshoot this. After completing those steps if you still have the issue it likely means that they are providing you with inaccurate details. If you can identify a specific guest experiencing these issues, support can assist with troubleshooting. If you already have an example, I can also help with this process!

Re: Loyalty Points

smoothville — Tue, 27 Aug 2024 17:32:28 GMT

Hi Robert. I do not believe it is customer error. I have several customers that are in our data base, are earning points and are always asked to sign up for rewards. We have other customers that I can not find listed under rewards accounts. I would prefer to provide customer information through this feed. Can I send you the information some other way? Also, unfortunately I opened a ticket with support on 08/19 and have followed up twice. I still haven't heard from anyone.

Re: Loyalty Points

Rob — Wed, 28 Aug 2024 20:38:28 GMT

Understood. Can you please send me the case numbers in a DM? I can provide further assistance there!

Re: Loyalty Points

www — Mon, 07 Oct 2024 05:10:00 GMT

This is also an ongoing issue for us as well and we noticed there is something wrong with the "Linked Cards" feature, especially if they signed up at one store and are visiting another one of our stores.

In the end, we started to require all members to scan their QR code to guarantee they get points.

It's definitely a hassle. I wish they could just enter their phone number to get points.

Re: Loyalty Points

Rob — Tue, 08 Oct 2024 18:08:24 GMT

Thanks for posting this feedback! Do you have any open cases about this issue?