Introduction to Direct Ordering Loyalty with In-Store Toast POS

The Checkmate-Direct Ordering Loyalty Program enhances Guest satisfaction and streamlines operations for businesses using Toast as their POS. Guests can earn points with each order, which can be used to convert into rewards. This guide provides instructions on how in-store staff can assist guests with earning Points and redeeming available Rewards by connecting the guest to the order.

Earning Points

For Guests to earn points for their orders, their loyalty account must be connected to the order. The below steps outline how to lookup and add a Guest’s loyalty account to an order.

Connecting Direct Ordering Loyalty Guest to Order

Step 1: Navigate to the Quick Order tab and click “Rewards”.

Looking up Guest

Step 2: Scan or Lookup Loyalty Number:

• Scan QR Code: To scan a QR code from the Guest’s Brand app, select the “Scan” option.

  

Note: The “Scan” option is only available if the POS has an attached scanner

• Manual Lookup: An alternative to scanning the QR code is to click “Lookup” and enter the guest’s email or phone number.

  

• Click “Go” to look up the guest.

  

• Selection: Once the search results appear, select the appropriate guest and click “Done”.

  

Step 3: A confirmation indicates that the guest’s loyalty account has been added to the order. Click on “Next” to continue with the order.

Note: This pop-up will also show available rewards.

Note: If you need to switch the Guest’s loyalty account, you can click on “Switch Guest” and start the lookup again.

Guest Lookup Issues

If no loyalty account is linked to the Guest’s email or phone number, an error message will appear: “Invalid transaction request. Please contact Toast Support.”

To resolve this, you can either click “Clear” to remove the current email or phone number and try another, or encourage the Guest to sign up for the loyalty program via the brand's app to start earning points on this and future purchases. If you need to continue without enrolling the Guest, simply click “Cancel” to return to the previous screen and proceed with the order.

Submit Order to Earn Points

Once the Guest’s loyalty account has been connected to the order, you can follow the below steps to complete the order and have the points added to the Guest’s account.

Step 1: You can confirm that a loyalty account has been added by seeing the masked account in the top left corner. Once the order is complete, click on Pay.

Step 2: Complete the order by selecting the payment type. The Guest’s masked loyalty account will be displayed in the top left corner.

Step 3: Select the receipt option or void the order. If “Receipt” is selected, you can choose how the receipt will be provided to the Guest.

Step 4: You can then choose between the below options to provide the receipt:

• No Receipt

• Print

• Text

• Email

Step 5: If “Email” or “Text” was selected, you will be prompted to enter the email or phone number. Once you have entered it, click on “Send Receipt.” The points the guest has earned will appear in their account.

Redeeming Rewards

Guests can redeem rewards in their accounts during the order checkout process. The steps below outline how rewards can be redeemed.

Connecting Direct Order Loyalty Guest to Order

Step 1: Navigate to the Quick Order tab and click “Rewards”.

Looking up Guest

Step 2: Enter, Scan, or Lookup Loyalty Number:

• Scan QR Code: To scan a QR code from the Guest’s app, select the “Scan” option.

  

• Manual Lookup: If the Guest does not know their loyalty number, click “Lookup” and enter their email or phone number.

  

• Click “Go” to retrieve their account information.

  

• Selection: Once the search results appear, select the appropriate Guest and click “Done”.

  

Step 3: A confirmation indicates that the Guest's loyalty account has been added to the order.

Review Available Rewards

Once you have added the Guest’s loyalty account, you can view the Guest’s available rewards. The steps below outline how to do this.

After Adding a Loyalty Account:

After you have added the Guest’s loyalty account to the order, a pop-up will appear that will show any available rewards on the account.

You can also bring up this pop-up again by clicking on “Look Up Guest” after the Guest’s loyalty account has been added.

Note: If the Guest does not have any rewards available it will display “No Rewards Available Right Now”

During Checkout Process - Rewards

Step 1: During the checkout process, you can also click on the “Rewards” button to view the available rewards for the Guest.

Step 2: On this screen you will be able to see the available rewards for the Guest. Once you are done viewing this screen, you can click on “Done”

Note: You can also navigate to this screen by clicking on an applied discount:

Select & Redeem Reward

The below steps outline how you can redeem rewards form the Guest’s loyalty account.

After Adding a Loyalty Account:

Once you've added the Guest's loyalty account to the order, a pop-up will display any available rewards. To apply a reward to the order, click “Redeem” next to the desired reward.

You can confirm that the reward was successfully added by seeing it in the left-hand menu. You can also see the discount total to the left of the Subtotal.

During Checkout Process

During Checkout Process - Rewards

Step 1: During the checkout process, you can also click on the “Rewards” button to view the available rewards for the Guest.

Step 2: On this screen, you will see the available rewards for the Guest. Click on the reward you would like to add and then click on “Done.”

Submit Order

Step 1: Once the “Reward” is successfully applied, it will appear in the order total under “Discounts.” To continue the checkout process click on “Pay”:

Step 2: Select the payment method and complete the order checkout.

Step 3: Select the receipt option or void the order. If “Receipt” is selected, you can choose how the receipt will be provided to the Guest.

Step 4: You can then choose between the below options to provide the receipt:

• No Receipt

• Print

• Text

• Email

Step 5: If “Email” or “Text” was selected, you will be prompted to enter the email or phone number. Once you have entered it, click on “Send Receipt.” The points the guest has earned will appear in their account.

Frequently Asked Questions

Q: Can Guests earn points on all purchases?

A: Guests earn points on all qualifying purchases made at your restaurant.

Q: How do we add new offers that can be redeemed by loyalty points?

A: The rewards can be configured in the Direct Ordering Admin Panel.

Q: What if a Guest forgets to present their loyalty QR code at the time of purchase?

A: You can manually add the transaction to their loyalty account by entering the purchase details into our system within 24 hours.

Q: How can staff check a Guest’s point balance?

A staff member can access a Guest’s point balance through the POS system by retrieving their loyalty account using their email or phone number. They can then view all available offers for the Guest.

Q: Can Guests redeem more than one reward per order (Stackable Rewards)?

A: Yes, Guests can redeem multiple rewards by managing the configuration in the Direct Ordering Admin portal.

Q: How can Guests sign up for a loyalty account?

A: The Guests can sign up directly on the Direct Ordering Website or Mobile App (which was developed for the Brand)

Troubleshooting

If you have any issues related to the loyalty program, including account creation, point accrual, or redemption, please contact Checkmate-Direct Ordering Support.

You can easily reach us by emailing support@itsacheckmate.com or using any alternative methods available here.