Overview
This document contains a detailed description of the journey that RBI guests should experience when placing orders in-store, covering POS and Kiosk scenarios.
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Whether the market uses open offers (i.e. offers that can be redeemed by guests who are not signed in). In markets that don’t allow open offers, its not possible to redeem offers while signed out. Closed offers are offer that are only available to guests that are signed in.
Whether the market allows redemption of multiple offers or multiple rewards in the same order. In markets that do not allow multiple offer/reward redemption, the UI (on the RBI app and Kiosk) must make it clear to guests when they are replacing an existing selection with a new selection.
Whether the market uses QR code scanners. If not, the POS and kiosk UI must allow ooerators/guests to enter the loyalty or offer codes manually.
(Kiosk only) Whether the market allows offer selection using the Kiosk UI. This decision has been shown to have a PNL impact, so some markets don’t want this to be an option.
Scenarios
Customer Journey Scenarios - POS
Customer Journey Scenarios - Kiosk
API Integration
The scenarios above are accompanied by the Loyalty API - Developer Guide documentation, which details the different endpoints needed to integrate POS, Kiosk or other systems to the RBI platform.
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Call Loyalty API v1 - Identify once per scan and keep track of all the offers and rewards that were added to the basket (remembering to call Loyalty API v1 - Void on the second and subsequent scans);
Call Loyalty API v1 - Update with a status of
PENDINGwhen a reward is added to basket to update the guest’s loyalty points;Call Loyalty API v1 - Validate prior to collecting payment, to ensure that the combination of offers and rewards in the cart do not trigger any rule evaluation errors;
Call Loyalty API v1 - Update with a status of
CLAIMEDto conclude the Loyalty transaction after payment has been collected;Call Loyalty API v1 - Void if the guest cancels the transaction at any point.