Insufficient Rewards Balance" error during guest checkout

[Tinku_S]

Hello Toasters!

Reach out to see if anyone else is experiencing the same issue we are with the rewards program.

The error occurs when a guest redeems multiple rewards on the guest-facing screen that exceed their total point balance. The system initially shows all rewards the guest is eligible for based on their starting balance, but points are deducted in real time as each reward is applied. If a guest applys two rewards on the guest-facing screen but only has enough points for one, the system will allow the selection but block the transaction at the payment stage.

For example, if a guest has 1,987 points, the system will show both a Free Entree (1,975 points) and a Free Appetizer (950 points) because they can afford either one. However, if they select the Entree first, their balance immediately drops to 12 points. When you attempt to proceed to process their payment, the system then flags "Insufficient Rewards Balance" for the Appetizer because there are not enough points remaining to cover both items.

The system processes rewards in the order they are selected. If the total cost of combined rewards exceeds the guest's starting balance, you must remove one reward to proceed with the payment.

@Rob Is this a known issue that is currently being worked on?

[Sdaniel]

Hi! Yes, we’ve been experiencing this issue as well, although it’s been sporadic and not affecting all customers. I currently have an open case with Toast regarding it. Initially, they recommended standard device troubleshooting steps such as clearing the cache and resyncing, but unfortunately that did not resolve the issue. 

We’re seeing this happen on checks with only one reward applied, since cash reward is the only reward, we currently have active. When it occurs, we’re unable to move forward with payment. The only workaround we’ve found is to remove the cash reward and apply a comp instead.

Honestly, lately we’ve been running into a good number of issues with the rewards system. 

I originally posted about this back in April, but it seems like it’s taking quite a while for this to be resolved.

Rewards - Birthday Reward, Insufficient Guest Bala... - Toast Community - 18482

[rcmck]

I don't use the GFD, but the insufficient balance is nothing new for me, it only happens in cases where the guest changes there mind, says they don't want to use rewards, then after everything is complete decides they want to.

I can never remember the exact sequence of events, but I think the server applies the rewards, and adjusts the card payment. Later when they go to close it that will pop up. I believe the issue is they accrued points when they initially declined the rewards, then when they apply the reward it applies the new points (which may have unlocked a new reward), then when the payment is adjusted, the extra points are voided (and removes the reward) which causes this to happen.

The fix is to remove the reward points, go to the payment screen (I think it recalculates the rewards at that point) go back to check screen, apply the rewards again, (usually results in customer owing more than initially expected, which can be a problem) then go back to payment screen and make any necessary adjustments and close the check.

[Sdaniel]

@Tinku_S , are you having any issues with birthdays rewards? It was flagged by a manager that customers can see they have a birthday reward available, but it's not available for redemption on Toast device. 

[Tinku_S]

Yes, we have seen several messages in our manager logs about guests having issues with the Birthday Rewards. We do a $5 OFF gift for Birthdays. Just checked our discounts report and I see guests redeeming the birthday gift, mostly on online orders, so it is working. When I looked into this issue previously, I believe it is due to the timing of the birthday reward email being sent the day before the birthday month in some cases and guests thinking they can use it right away but it is not available until the next day. Would love to hear back to see if that is the same issue you all are having or if something else is going on that I should look into further.