This page documents the expected user experience when RBI guests redeem offers when they place orders using the POS, part of Customer Journey Scenarios - POS. See also POS - Redeem Offers and POS - Edge Cases.

Contents

Table of Contents

1. While signed out

This is not possible. Rewards are only available to guests who have an account and have enrolled in the Loyalty program.

2. Authenticating with the Loyalty Code

In this scenario, guests do not pre-select any rewards and instead start their journey by scanning their Loyalty code at the POS. The guest in this scenario does a second scan to add a reward after the initial identification.

Steps	Expected results (POS)	Expected results (RBI app)
Guest opens the Loyalty code page on the RBI app	N/A	Loyalty code page is displayed: Image Added
Cashier is prompted to add a loyalty code	Cashier asked if guest is a loyalty member: Image Added	No action
Guest either scans the loyalty code, or tells the 6 digit code to the cashier	If guest does not scan the QR code, cashier can enter the 6 digit Loyalty code: Image Added Either by scanning or entering the code, POS confirms successful identification: Image Added	Guest receives a successful confirmation modal Image Added
Guest opens an reward on the RBI app, chooses to redeem in restaurant	No action	Reward is added to the guest’s pre-selection Image Added A unique reward code is generated
Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier	Either by scanning or entering the code, POS confirms successful identification: Image Added These reward(s) are incrementally added to the cart and do not replace any of the existing cart items	Modal is shown to guest confirming that the offer has been added to cart Image Added The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage Reward pre-selection is cleared
Cashier finalizes the order and guest pays at POS	POS prints receipt with points earned & points balance	Guest sees updated points balance Image Added

3. Using reward pre-selection

In this scenario, guests pre-select rewards on the RBI app and continue their journey in the POS by scanning the generated code. Then they add more rewards to their basket by choosing those rewards in the app and scanning them, and finally they ask the cashier to remove one of the rewards.

Steps

Expected results (POS)

Expected results (RBI app)

Loyalty API usage (POS)

Guest opens a reward on the RBI app

No action

Reward page is displayed:
Image Added

Guest taps “Redeem in Restaurant”

No action

Reward is added to the guest’s pre-selection
Image Added
A unique reward code is generated

Cashier is prompted whether the Guest has loyalty, and confirms

Cashier asked if guest is a loyalty member and clicks on “Ok”

Image Added

No action

Guest either scans the reward code, or tells the 6 digit code to the cashier

Either by scanning or entering the code, POS confirms successful identification (since the reward code also identifies the Loyalty user):

Image Added

Reward is added to POS cart

Guest receives a successful confirmation modal

Image Added

The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance
Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage
Reward pre-selection is cleared

Guest opens a second reward on the RBI app, chooses to redeem in restaurant

Info
Note: the flow is exactly the same if the guest pre-selects multiple rewards.

No action

Only the second reward is added to the guest’s pre-selection
Image Added
A unique reward code is generated

Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier

Either by scanning or entering the code, POS confirms successful identification:

Image Added

These reward(s) are incrementally added to the cart and do not replace any of the existing cart items

Modal is shown to guest confirming that the offer has been added to cart

Image Added

The second reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance
At this point, the guest’s loyalty points balance has been deducted for two rewards
Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage
Reward pre-selection is cleared

Guest requests to remove first reward from order

Cashier removes the first reward from the open order
Basket is updated accordingly

Guest sees the first reward’s loyalty points returned to their loyalty points balance

Cashier finalizes the order and guest pays at POS

POS prints receipt with points earned & points balance

Guest sees updated points balance

Image Added

4. Limit one reward per purchase

Info
This scenario only happens if the market has decided to limit redemption of one reward per purchase. This is currently the case in PLK ES and BK ES for example.

Steps	Expected results (POS)	Expected results (RBI app)
Guest opens a reward on the RBI app	No action	Reward page is displayed: Image Added
Guest taps “Redeem in Restaurant”	No action	Reward is added to the guest’s pre-selection Image Added A unique reward code is generated
Cashier is prompted whether the Guest has loyalty, and confirms	Cashier asked if guest is a loyalty member and clicks on “Ok” Image Added	No action
Guest either scans the reward code, or tells the 6 digit code to the cashier	Either by scanning or entering the code, POS confirms successful identification (since the reward code also identifies the Loyalty user): Image Added Reward is added to POS cart	Guest receives a successful confirmation modal Image Added The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage Reward pre-selection is cleared
Guest opens a second Reward on the RBI app, chooses to redeem in restaurant	No action	User will see modal in the app letting user know, use can only add 1 offer per order and prompting user to replace Image Added
Guest taps Replace	No action	New Reward is added to the guest’s pre-selection and the old reward is removed from pre-selection cart Image Added
Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier	New reward replaces the previous selected reward in the POS basket Other items in the POS basket are not removed or replaced	Modal is shown to guest confirming that the reward has been added to the POS basket Image Added The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage Reward pre-selection is cleared
Cashier finalizes the order and guest pays at POS	POS prints receipt with points earned & points balance	Guest sees updated points balance Image Added