Configure and Redeem Tiered Rewards in Toast Loyalty

Tiered Rewards Overview
Requirements for Tiered Rewards
Configure Tiered Rewards
- Switch From Progressive to Fixed Cash Rewards
Redeem Rewards
Troubleshoot Rewards
Frequently Asked Questions
Additional Resources

Toast Loyalty Tiered Rewards Overview

With tiered rewards, you can expand your restaurant's reward offerings through Toast Loyalty. You can set up to four rewards, each tied to a different points or visit balance tier. Each reward can be a free item or a fixed cash discount (for example, $5 off at 50 points and $10 off at 100 points), and you can use any mix of the two. At least one active reward is required at all times — you can edit or deactivate the others, but not remove every reward.

Requirements for Toast Loyalty Tiered Rewards

Tiered Loyalty Rewards are not currently compatible with the Toast Local app. To prevent guest confusion, you may want to hide your restaurant on Toast Local by navigating to Takeout & delivery > Toast order sources > Toast Local and select Do not list my restaurant on Toast Local.

Tiered rewards require the following:

The Toast Loyalty Module is included in the Marketing Suite.
A loyalty program that uses free item rewards, fixed cash rewards, or both. Progressive (cashback) rewards cannot be tiered — if your program currently uses a progressive cash reward, see Switch From Progressive to Fixed Cash Rewards below.

Configure Toast Loyalty Tiered Rewards

To configure tiered rewards, follow the steps below. Note: For multi-location loyalty programs, when creating new rewards, the reward becomes available across your program. However, the qualifying items must be saved and published at each location in the group.

In Toast Web, navigate to Marketing > Loyalty > Loyalty rewards.
Under Rewards, select Add reward.
Name the reward, and assign the required points/visits threshold.
Under Guests receive, select Cash discount or Item.
- Cash discount: Enter the Discount Amount. Guests redeem the exact discount amount at the points threshold, however large their balance — add more rewards at higher thresholds to give guests more to work toward.
- Item: Choose whether the item is Free or a % Discount, select Eligible items, and enter a name for the reward (for example, "1 Free Latte"). You can optionally set a Limit reward amount to prevent covering cost increases from modifiers or size pricing.
Select Save, then Publish loyalty changes.

Note: You can add up to 5 rewards total, in any combination of cash discount and item rewards. At least one active reward is required — you can edit or deactivate others, but not remove every reward.

Switch From Progressive to Fixed Cash Rewards

If your restaurant currently uses a progressive (cashback) cash reward, you'll see a prompt on the Loyalty page to "Check it out" the new fixed cash reward system. Selecting Check it out opens a modal showing your current progressive reward structure alongside a slider comparing point values under the old and new systems. For example, under the current progressive configuration, a guest with 191 points can redeem $19.10; under fixed cash rewards, that guest can redeem $10 for every 100 points and must reach 200 points to redeem the next tier, $20. After switching, you can create multiple fixed cash tiers. For example, 100 points = $10 and 200 points = $20.

Guests do not lose progress or balance when you switch, as long as the new fixed reward is set to the same cash amount and points target. Existing restaurants may continue using progressive rewards if they choose not to switch, but new customers can only configure fixed cash rewards.

Redeem Toast Loyalty Tiered Rewards

Notes:

The free item reward redemption is not available in Toast Local or Toast Mobile Order & Pay® (these are coming soon!). Otherwise, guests will be able to redeem rewards the same way they do today on POS terminals, kiosks, and Toast Online Ordering. Once qualifying items are added to the guest’s cart, the accompanying reward can be redeemed.
Partial redemptions are not supported for fixed cash rewards. When a guest redeems one, the full points cost is deducted regardless of the check total. For example, if a $20 reward costs 200 points and the guest applies it to a $7 check, all 200 points are still deducted. We recommend setting up multiple reward tiers so guests can choose an amount that fits their check.

POS Terminal: Staff will observe that the guest has multiple rewards to choose from. If the guest has points that allow them to redeem the same reward multiple times, a quantity appears next to the reward.
Guest-Facing Display: Guests can select from the list of available rewards. For guests who have enough points to redeem multiple rewards, multiple rewards can be chosen.
Kiosk: After signing in with their loyalty account information, guests will see an earned reward prompt at the beginning of the order. During checkout, the guest can see which rewards they qualify for and can add them to their order.
Online Ordering: To use a loyalty account when Ordering Online, guests must log in instead of ordering as a guest. During checkout, guests will see eligible rewards below the order summary. If qualifying items are added to the cart, the reward will appear unlocked. If the reward remains locked, but the guest has enough points, they must add the item to their cart to redeem.

Troubleshoot Toast Loyalty Tiered Rewards

If a reward should be redeemable, but is not appearing as redeemable, check the following:

Unpublished changes. Ensure all changes are published at each restaurant.
Reward configuration. Ensure the correct qualifying items are added to the Eligible Items section in Loyalty > Settings > Rewards.
Menu items are discountable. In Advanced Properties, ensure the reward’s Eligible Items are allowed to be discounted.

Please contact our Care team if your issue persists. We'll be happy to help iron things out.

Frequently Asked Questions for Toast Loyalty Tiered Rewards

Can I limit how many rewards can be redeemed in a single order?

No. At this time, you can't limit the number of rewards a guest can redeem in a single order. If a guest has enough points, they can combine different rewards on the same order (for example, a $5 reward and a $20 reward). Each reward can be applied once per order. To keep the total discount on one check lower, plan your reward tiers with that in mind (for example, $5 at 50 points, $25 at 250 points, and $50 at 500 points). The Redemption limit setting applies only to progressive (cashback) rewards. It isn't available for tiered rewards.

Can I combine a cash reward with free item rewards?

Yes. Cash and free item rewards can coexist in any combination, up to 4 reward tiers total.

Can I limit how much the free item rewards discount?

Yes, free item rewards can now be limited by how much they can be discounted. See the “Limit reward amount” option for the specific reward in question.

Can I set a free item reward as the birthday reward?

Birthday rewards are a dollar discount only at this time.