Hi everyone,
W seem to encounter issues each time the branded mobile app is updated. Typically, when a problem arises, I open a case, it gets escalated to engineering, and it’s resolved, but with each new update, something else disrupts the customer ordering experience.
I’m wondering if anyone else has experienced the following issues, and if so, how you addressed them?
Curbside: While this doesn’t affect all customers, we have a significant number of orders placed via the app where customers select “curbside.” The issue is that “curbside” only appears as part of the tab name; the system does not process these as curbside orders. As a result, guests do not receive curbside communication, and on our end, the dining option is not curbside. I've had this case open for over two months now, and there's still no solution. This issue was first flagged by our secret shopper company, and initially we thought the shoppers were ordering incorrectly. However, we now see that this is happening with regular customers as well.
Rewards: We’ve had issues with rewards in the app in the past. The most recent issue is that the rewards dollar amount displayed at checkout is incorrect, it shows less than what is actually available for the customer. However, when the reward is applied (before payment), the correct amount is reflected as the discount. While the correct amount applies, it is confusing for the customer to see less than what is available to redeem. This was also flagged by our secret shopper company, however in looking into this, there is definitely a glitch happening. I should emphasize that we don't have a redemption limit. And this is not an issue when ordering via the website.
Example with my account:
Actual rewards available for redemption:
The $ amount that appears on the checkout page:
Correct amount discounted when $1 off is selected in the picture above:
