Rewards sign up on guest facing display now times out after a few seconds

[ZombieGillian]

HI, has anyone noticed this change in behavior? We are a coffee shop so we use Quick Service. At the end of every transaction, the customer is prompted to sign up for rewards (unless they're using a credit card linked to their rewards account). This is the final screen of the transaction. The screen used to remain up indefinitely. Now, it disappears after a few seconds, which doesn't leave us enough time to explain why the customer should sign up, or, explain that yes, you're already signed up but your credit card wasn't linked. I was hoping these feature was configurable, but I can't find anything about it. Ideally, we could set the timeout, or have a button on the cashier side, or just go back to the old behavior.  Any thoughts? This is getting to be a problem for customers missing out on collecting points, and is reducing our rate of new customer sign up. Thanks.

Gillian

[au79teahouse]

Haven't noticed any change to the reward sign-up prompt on guest facing display.

How long the prompt stays on the screen is not configurable.

You can always sign customers up on the cashier side of screen.

What is your current app version?

[ZombieGillian]

Version 2.82.  It changed about 2 weeks ago. Since we have times when we're trying to move the line along extra fast, sign up on the cashier side is too time-consuming. But, the problem is, when a customer is already signed up and they use a new credit card, they won't receive rewards points unless they enter their phone number at the end of the transaction. Previously, we would have time to explain this, because the Join Loyalty Program screen would stay up until either the customer or the cashier dismissed it. Now it disappears, leaving that customer confused, and then  they get mad when they realize they didn't get a chance to add their points to their account (even if we can add the points afterwards by reopening the check). Not the best customer experience! For our workflow, we need the behavior to go back to the previous way it worked.  Also, reopening a check is not the simplest process as far as quick service goes.

[au79teahouse]

We are still running version 2.80 and don't experience the issue you describe. It could be the update that causes the issue. It seems Toast has been working on some quality of life implements on the app, and when that happens there will always be some of weird abnormal glitches. But eventually Toast will iron out the issues (hopefully).

Have you contacted Toast support regarding this issue already? If you haven't, it would be nice to do so and get a case number. Rob, the community manager, will be able to assist you when he reviews community posts if you have a case number ready.

[Rob]

Hello! Thanks for taking the time to explain your issue. As au79teahouse has explained, I am happy to help get this issue reviewed further; if you have a case number, I can make sure it gets to the right team to investigate this!