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

Info

Note:

  • Adding a modifier(s) to a reward could have an extra cost

  • Cost is set by the market and POS vendor

  • Example: extra patty on a Whopper reward costs $1 more than the base reward price of $0

Contents

Table of Contents

...

Steps

Expected results (POS)

Expected results (RBI app)

Loyalty API usage (POS)

Guest opens the Loyalty code page on the RBI app

  • N/A

  • Loyalty code page is displayed:

  • No action

Cashier is prompted to add a loyalty code

  • Cashier asked if guest is a loyalty member:

  • No action

  • 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:

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

  • Guest receives a successful confirmation modal

 

  • Call the Identify endpoint, which will return the Loyalty User ID, loyalty points balance and a transaction ID

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

  • No action

  • Reward is added to the guest’s pre-selection

  • A unique reward code is generated

  • No action

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:

  • 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 reward has been added to cart

  • 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

  • Keep track of the current basket contents including rewards

  • Call the Identify endpoint again, which will create a new transaction ID and return selected reward(s)

  • Void the previous transaction

  • Wait for Void Confirmation

  • Call the Update endpoint with all of the POS basket contents and a status of PENDING

Cashier adds reward to basket

  • Added incrementally

Info

Note: If a reward can’t be redeemed because the reward rules are not met, the POS displays a modal to the cashier explaining why the reward can’t be added to cart

  • No action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

Cashier finalizes the order and guest pays at POS

  • POS prints receipt with points earned & points balance

  • Guest sees updated points balance

 

Call the Transaction Validate endpoint to verify that the current basket selection is valid (optional)

  • Call the Transaction Update endpoint with a status of CLAIMED

...

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:

  • No action

Guest taps “Redeem in Restaurant”

  • No action

  • Reward is added to the guest’s pre-selection

  • A unique reward code is generated

  • No action

Cashier is prompted whether the Guest has loyalty, and confirms

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

  • No action

  • 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):

  • Reward is added to POS cart

  • Guest receives a successful confirmation modal

  • 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

  • Call the Identify endpoint, which will return the Loyalty User ID, a list of reward(s) pre-selected, loyalty points balance and a transaction ID

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

  • A unique reward code is generated

  • No action

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:

  • 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 reward has been added to cart

  • 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

  • Keep track of the current basket contents including rewards

  • Call the Identify endpoint again, which will create a new transaction ID and return the selected reward(s)

  • Void the previous transaction

  • Wait for Void Confirmation

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

Cashier adds reward to basket

  • Added incrementally

Info

Note: If a reward can’t be redeemed because the reward rules are not met, the POS displays a modal to the cashier explaining why the reward can’t be added to cart

  • No action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

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

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

Cashier goes to basket

  • Reward is removed and basket is updated accordingly

Info

Note: If a reward can’t be redeemed because the reward rules are not met, the POS displays a modal to the cashier explaining why the reward can’t be added to cart

  • No action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • If Transaction Validate was called above when rewards were added to the basket, there is less probability of errors but they could still happen due to issues with regular menu items.

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

Cashier finalizes the order and guest pays at POS

  • POS prints receipt with points earned & points balance

  • Guest sees updated points balance

 

Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Call the Transaction Update endpoint with a status of CLAIMED

...

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:

  • No action

Guest taps “Redeem in Restaurant”

  • No action

  • Reward is added to the guest’s pre-selection

  • A unique reward code is generated

  • No action

Cashier is prompted whether the Guest has loyalty, and confirms

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

  • No action

  • 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):

  • Reward is added to POS cart

  • Guest receives a successful confirmation modal

  • 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

  • Call the Identify endpoint, which will return the Loyalty User ID, the pre-selected reward, the loyalty points balance and a transaction ID

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 reward per order and prompting user to replace

  • No action

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

  • No action

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

  • 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

  • Keep track of the current basket contents including the past scanned reward

  • Call the Identify endpoint again, which will create a new transaction ID with the new reward

  • Void the previous transaction

  • Wait for Void Confirmation

  • Replace the previous reward in the basket with the new reward

  • Call the Update endpoint with all of the POS basket contents and a status of PENDING

Cashier adds reward to basket

  • Added incrementally

Info

Note: If a reward can’t be redeemed because the reward rules are not met, the POS displays a modal to the cashier explaining why the reward can’t be added to cart

  • No action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

Cashier finalizes the order and guest pays at POS

  • POS prints receipt with points earned & points balance

  • Guest sees updated points balance

 

Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Call the Transaction Update endpoint with a status of CLAIMED

...