Earning and Redeeming Loyalty with Toast In-Store

The Checkmate Direct Ordering loyalty program enhances guest satisfaction and streamlines operations for businesses using Toast as their POS. Guests earn points with each order, which convert into rewards. This guide explains how in-store staff can help guests earn points and redeem available rewards by connecting the guest to the order.

Earning Points

For a guest to earn points on an order, their loyalty account must be connected to the order. The steps below outline how to look up and add a guest's loyalty account to an order.

Connecting the Loyalty Guest to the Order

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

Looking Up the Guest

Step 2: Scan or look up the loyalty number.

• Scan QR Code: to scan a QR code from the guest's brand app, select the Scan option.

• Manual Lookup: as an alternative to scanning, click Lookup and enter the guest's email or phone number.

Click Go to look up the guest.

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 Next to continue with the order.

Guest Lookup Issues

If no loyalty account is linked to the guest's email or phone number, the error message "Invalid transaction request. Please contact Toast Support." appears. To resolve this, click Clear to remove the current email or phone number and try another, or encourage the guest to sign up for the loyalty program through the brand's app to start earning points on this and future purchases. To continue without enrolling the guest, click Cancel to return to the previous screen and proceed with the order.

Submitting the Order to Earn Points

Once the guest's loyalty account is connected to the order, follow the steps below to complete the order and add the points to the guest's account.

Step 1: Confirm that a loyalty account has been added by checking for the masked account in the top left corner. Once the order is complete, click Pay.

Step 2: Complete the order by selecting the payment type. The guest's masked loyalty account is displayed in the top left corner.

Step 3: Select the receipt option or void the order. If Receipt is selected, choose how the receipt is provided to the guest.

Step 4: Choose one of the following options to provide the receipt: No Receipt, Print, Text, or Email.

Step 5: If Email or Text was selected, enter the email or phone number, then click Send Receipt. The points the guest earned appear in their account.

Redeeming Rewards

Guests can redeem rewards on their account during the order checkout process. The steps below outline how rewards are redeemed.

Connecting the Loyalty Guest to the Order

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

Looking Up the Guest

Step 2: Enter, scan, or look up the 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 the account information.

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.

Reviewing Available Rewards

Once the guest's loyalty account is added, their available rewards can be viewed. The steps below outline how.

After Adding a Loyalty Account

After the guest's loyalty account is added to the order, a pop-up appears showing any available rewards on the account.

This pop-up can be brought up again by clicking Look Up Guest after the loyalty account has been added.

During the Checkout Process

Step 1: During checkout, click the Rewards button to view the available rewards for the guest.

Step 2: The available rewards for the guest are shown. When finished viewing this screen, click Done.

Selecting and Redeeming a Reward

The steps below outline how to redeem rewards from the guest's loyalty account.

After Adding a Loyalty Account

Once the guest's loyalty account is added to the order, a pop-up displays any available rewards. To apply a reward to the order, click Redeem next to the desired reward.

Confirm that the reward was added by checking the left-hand menu. The discount total also appears to the left of the subtotal.

During the Checkout Process

Step 1: During checkout, click the Rewards button to view the available rewards for the guest.

Step 2: Click the reward to add, then click Done.

Submitting the Order

Step 1: Once the reward is applied, it appears in the order total under Discounts. To continue checkout, click 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, choose how the receipt is provided to the guest.

Step 4: Choose one of the following options to provide the receipt: No Receipt, Print, Text, or Email.

Step 5: If Email or Text was selected, enter the email or phone number, then click Send Receipt.

Frequently Asked Questions

Troubleshooting

For any issues related to the loyalty program, including account creation, point accrual, or redemption, contact Checkmate Direct Ordering Support by emailing support@itsacheckmate.com or using any of the alternative methods available here.