Overview

Heartland Restaurant has a loyalty program built directly into the system that allows guests to earn points and rewards for spending money in a given location or locations. By default, the program is account-level, so multi-unit account merchant guests can earn and redeem points across locations under the account. The current program works on a tiered reward option to let the merchant reward their best guests with incrementally better rewards.

Loyalty Settings

You can configure Loyalty service in the Admin Console. In the Admin Console’s Main Menu, click Loyalty Setup. The Loyalty Settings screen includes various controls and settings for configuring Loyalty service for the location.

Tippable: If you select this check box, then loyalty rewards will reduce service charges, auto-gratuities, and suggested tip amounts on customer tickets.

Use Loyalty: To enable Loyalty service for this locations, select this check box. When you select this check box, the Admin Console displays all controls and settings necessary to configure the site to use Loyalty.

Loyalty Interaction Type: In this list, select the method that the POS will use to associate tickets with loyalty customers.

If you select Phone Number, servers can enter a customer’s phone number in their ticket’s Info page, so that the POS can add points earned from the order to the customer’s loyalty account.

Note: The POS will accept any phone number entered here. As a result, servers could enter a different phone number (such as their own) to the ticket to assign points to a different account without the customer’s knowledge. In such cases, you can blacklist specific phone numbers from loyalty service if necessary, as described in the Blacklisted Phone Numbers section.

If you select Scan to Pay & For Points, customers can associate their ticket with a loyalty account by using the Heartland Guest app to scan a QR code printed on the bottom of their receipts. This is the most secure method, since the Guest app requires a text-based confirmation that the phone number is valid. (When customers use the Guest App, the POS will use the phone number with the Order Now and Skip the Line services.)

If you select Both, the POS will allow either method of associating a ticket with a loyalty account.

Display Name: In this box, enter a descriptive name for the loyalty account. The Heartland Guest will display this name to customers within its interface.

Customer Greeting: In this box, enter a greeting for loyalty customers. The program will include this text in the notifications it sends to customers’ mobile devices when they are in proximity of the location (within a 90-foot radius).

When composing a customer greeting, we recommend you include a reference to the location’s name, to inform the customer which location is greeting them. You can change this text as often as desired.

Dollars Per Point: In this box, enter the number of dollars a customer must spend to earn one reward point. At each reward level, customers must earn ten reward points to receive a reward, but you must define the amount of money a customer must spend to earn one point. For example, if you enter a value “30”, the program will require a customer to spend $300 before earning the first reward.

We recommend you award points for smaller amounts spent, and set rewards with fairly small amounts, thus rewarding the location’s best customers and incentivizing them to visit more frequently.

Tags for Excluded Items: This list enables you to exclude specific sets of menu items from earning loyalty rewards. In this list, you can select one or more menu tags. If you add a tag to the Exclude list, customers will not earn reward points from the sales of any menu item associated with the tag. For example, if you add the Alcohol tag to the list, the POS will not give reward points for any menu item with the Alcohol tag.

Blacklisted Phone Numbers: This list enables you to restrict who can participate in the loyalty program.

If you select Phone Number or Both in the Loyalty Interaction Type list, the POS will accept any phone number entered for a ticket. As a result, servers could enter a phone number other than the customer’s (such as their own) to assign points to a different account without the customer’s knowledge.

The Blacklisted Phone Numbers list can help you reduce such misuse by restricting the phone numbers accepted for loyalty service. If you add a specific phone number to the Blacklisted Phone Numbers list, the POS will not issue reward points to any account with that number.

For example, if you do not allow staff members to participate in the loyalty program, you can enter the phone numbers of all staff members in this list. If a staff member tries to create a loyalty account, the POS will not issue reward points to an account with the staff member’s phone number.

Rewards Area

Cycle Rewards: If you enable this check box, the POS will reset a customer’s account back to Bronze level after they earn their Gold reward. If you disable this check box, the customer will remain at Gold and continue to earn Gold rewards each time they reach the points threshold.

Rewards Options

The Rewards area includes settings for three reward levels: Bronze, Silver, and Gold. The program requires loyalty customers to earn 10 reward points to earn each reward, starting with Bronze. So a customer reaches the Bronze reward at 10 points, the Silver reward at 20 points, and the Gold reward with 30.

For each reward level, the Rewards area features the following settings:

Reward: This list enables you to set the type of reward the customer receives at this level. If you select Item, the reward will be a discount for a menu item. If you select Ticket, the reward will be a discount applied to the customer’s whole ticket.

Amount:  In this box, enter the amount of the reward discount. After entering an amount, select % to set the amount as a percentage discounted from the item’s or ticket’s total, or select $ to set it as a flat amount discounted from the item’s or ticket’s total.

Item Tag: If you are creating a reward for a menu item, select the item tag associated with the menu item. If more than one menu item is associated with the tag you select, all those items can receive the discount. If you do not select a tag in this list, any menu item can receive the discount. (The program only displays the Item Tag list if you select Item in the Reward list.)

Affect Modifiers: If you want the discount to apply to an eligible item’s modifiers, select this check box. (The program only displays the Affect Modifiers check box if you select Item in the Reward list.)

Scan for Pay Area

Max Scans Allowed Per Day: This list enables you to set the maximum number of scans a user can perform within a 24-hour period. This can help prevent loyalty fraud by servers and staff who may attempt to reprint transaction receipts and scan them at the end of the day (in the hopes of accruing loyalty points for money they did not actually spend). You can set a maximum between one and five.

Using Loyalty Rewards

Applying Loyalty Points in the POS

1. Log into the Heartland Restaurant POS app.
2. Open an existing ticket, or start a new ticket.
3. In the left-hand menu, tap Info.
4. In the Info screen, tap Phone and enter the customer’s phone number. 
   After entering a phone number, you can then tap the Person icon to review the customer’s current points and rewards balance.
   
5. Add items to the ticket.
   Remember that loyalty discounts might not apply to all items on the location’s menu.
6. Tap Checkout.
7. Pay and close the ticket.

The POS will not add new loyalty points to an account until the ticket is fully paid and closed. It may take up to 24 hours before new points can be redeemed.

Checking Points and Rewards on the Guest App

To see available points and rewards with the Guest App.

1. Tap Explore.
2. Search for the desired location.
   When looking at the location, it will show you Your Ranking and a percentage to the Next Reward.
3. For more information, tap the location.
   Once the Location is loaded, the Guest App will display your Current Points, Your Ranking, percentage to Next Reward, and 1 point per dollar spent.
4. Scroll down to view Your Available Rewards, a list of rewards that you can currently use.
   
5. To view more information about each each, tap its Information button.
   

Checking Points and Rewards at the POS

To review a customer’s available rewards/points in the POS, tap the Person icon to the left of the Phone number box in the Ticket Info screen. The POS will display the Loyalty Summary Report, featuring a summary of the customer’s points and available rewards.

Redeeming Ticket-Based Rewards

1. Access the customer’s ticket.
   Ensure the phone number is entered in the Ticket Info screen.
2. Tap Checkout.
   You will notice a medal icon on this button indicating rewards are available.
   
3. On the Checkout screen, select Adjust.
   The Adjust button will display a medal icon.
   
   In the Adjust screen, the app will display a list of all available rewards.
   
4. Select a reward to apply to the ticket.

Redeeming Item-Based Rewards

1. Select the ticket for that customer.
   Ensure the customer’s phone number is entered in the Ticket Info screen.
2. Select the item to apply the reward to.
   If rewards are available for that item, the app will display a Medal icon.
   
3. Tap Discount.
4. Select the desired reward to apply it to the item.

Redeeming Rewards on Guest App

1. Navigate to the location you have rewards for.
2. Add qualifying items to your order.
3. Tap Checkout.
4. Tap “+ Add a reward”.
   
5. Select the reward you want to apply.
   

If the reward matches the qualifying item or ticket, the Guest app will apply the discount or adjustment. If the reward does not qualify, the Guest app will display a message stating the reward does not match the requirements.