Loyalty API - In-Store Customer Journey

Owned by Silva, Carlos
Last updated: Sept 04, 2024 by Lopes da Costa, Valentina
1 min read

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.

Scenarios are broken down by offer and reward pre-selection and scanning, to make the different flows clear, but it is expected that customers can redeem both offers and rewards in the same order.

The are some variations possible depending on configurations chosen by different markets:

  • 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

API Integration

The scenarios above are accompanied by the documentation, which details the different endpoints needed to integrate POS, Kiosk or other systems to the RBI platform.

If you are ready to use the Loyalty API, you can start here: .

In general, the API integration follows the same pattern for both POS and Kiosk applications:

  • Call once per scan and keep track of all the offers and rewards that were added to the basket (remembering to call on the second and subsequent scans);

  • Call with a status of PENDING when a reward is added to basket to update the guest’s loyalty points;

  • Call prior to collecting payment, to ensure that the combination of offers and rewards in the cart do not trigger any rule evaluation errors;

  • Call with a status of CLAIMED to conclude the Loyalty transaction after payment has been collected;

  • Call if the guest cancels the transaction at any point.