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?

[au79teahouse]

We have several situations where customers came in trying to redeem birthday rewards. When our staff pulled up customer's account, the birthday reward button is greyed out. After digging into customer's account, it turns out that customer already redeemed their reward and forgot about it. This frequently creates confusion, as there is no clear indication on either the customer’s side or in the POS system whether and when the birthday reward has been redeemed.

[Sdaniel]

That’s a great point! It would be really helpful if there were a clear indicator showing whether it had already been used. In one instance, I found that the customer had entered the wrong birthday when signing up. But overall, it seems like this is more of a case by case situation rather than a widespread issue with birthday rewards.