Loyalty Lookup and Redemption Workflows

Last updated: Mar 25, 2026, 1:53 PM

There is a new workflow for the loyalty program that allows you to adjust how your staff looks up guest rewards accounts.

The new Loyalty Lookup and Redemption workflows allow you to update how your staff look up guests to earn or redeem their rewards. This updated workflow also allows you to look up guests by name, phone, or email.
 

In this Article:

 

Loyalty Account Lookup on the POS

Recent updates to the loyalty program have enhanced certain workflows within the Loyalty Module, as well as introduced feature updates to improve the overall Loyalty experience. Continue reading to learn about the different changes made to the module!

 

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Set up Loyalty Account Lookup

  1. Navigate to Marketing in Toast Web.
  2. Select Loyalty > Loyalty > Settings. 
  3. Navigate to the Channels tab. If Lookup is disabled, guests must present a physical rewards card or type in the rewards account number to earn or use loyalty points. If Lookup is enabled, employees can search for their loyalty account via email, phone, or name. 

 

Toast Loyalty redemption channel control.


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Lookup Workflow: Order Screen

We've made it even easier to earn your rewards! You can now look up your loyalty account right on the Order Screen, as well as the Payment Screen. This means quicker access to your points and a smoother experience every time you visit.

 

Select the Rewards button on the Order screen, then Look Up Customer. You can look up guests by email, phone, name, account number, or scan. 
 

Rewards button on the Toast POS.


Note: When looking up loyalty with a physical card, use the same method as when the card was initially linked to the account.

 

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Lookup Workflow: Payments Screen

We've made some changes to how loyalty rewards are handled to align with industry standards and simplify the payment process.

 

Key Changes:

  • Split Checks for Multiple Accounts: To ensure each guest can properly redeem rewards on their accounts, please split checks instead of payments.
  • Unclaimed Points Go to Last Account: If a check isn't split for multiple guests, each guest can still earn points on their payment via lookup or linked credit card. However, any unclaimed points on that check will be credited to the last loyalty account attached to the check.
    • Example: If Guests A, B, and C are on a $15 check, and Guest A pays $5 with their loyalty account, Guest B pays $7 with their loyalty account, and Guest C pays $3 without a loyalty account, Guest B will receive the unclaimed $3 in rewards.
  • One Redemption Per Unsplit Check: If a check is not split, only one guest can redeem their reward, regardless of linked credit cards or lookups.
  • Voiding Rewards: To void a redeemed reward, you must void the entire check, not just the payment.

 

On the Payment screen, select the Rewards button at the bottom. You can look up guests by email, phone, name, or account number.
 

Rewards button on the Toast POS payment screen.


Note: When looking up loyalty with a physical card, use the same method as when the card was initially linked to the account.

 

Updated Redemption Dialog Screens

Now, if you're looking up a guest, you can easily switch to a different one without starting over.

Customer Rewards 

 

Through a linked credit card account:

 

Linked Credit Card

 

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Gift Card Button for Rewards

Always tap the Rewards button on the payment screen to redeem your loyalty rewards.

 

Note: Avoid using the Gift Card button for rewards. Using the wrong button will cause issues and prevent your rewards from being applied.

 

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Birthday Rewards Redemption

When a rewards account is added via the Lookup screen, birthday rewards will automatically be applied to a guest's check. When the rewards account is added via a linked credit card, a prompt will ask the guest if they want to redeem their birthday reward. For more information on Birthday Rewards, see Manage Birthday Rewards for Toast Loyalty in Support Center.

 

  • When guests' birthday reward is available, they will receive an email as before, and now it will be highlighted that they can now redeem the birthday reward via Online Ordering.

    Birthday Treat 

  • When the guest goes to pay at checkout on Online Ordering, they will be presented with their Birthday Reward to redeem in the rewards section, where they can apply their birthday reward in conjunction with their standard loyalty rewards (if they have a loyalty reward)

    Birthday Reward 

  • Birthday Rewards will now be included in the rewards program menu item exclusion.
  • Guests will now be able to redeem Birthday Rewards via the Kiosk.


Note: When looking up loyalty with a physical card, use the same method as when the card was initially linked to the account.

 

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Multiple Reward Accounts on a Single Order 

The check should be split before payment to redeem rewards on multiple accounts. If the check is not split to accommodate multiple guests, each guest can still redeem the payment via Lookup or a linked credit card.  However, any unclaimed points on the check will go to the last rewards account attached. For example:

  • ​​​​​​Guest A, Guest B, and Guest C are on a $15 check.  The employee splits the payment, 
    • Guest A pays $5 and attaches their loyalty account 
    • Guest B pays $7 and attaches their loyalty account 
    • Guest C pays $3 with no loyalty account 
    • Guest B will earn the extra $3 in rewards 
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If the check is not split, only one guest can redeem their reward(s). 


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Void Rewards

To properly void reward redemptions, void the check or the specific discount to ensure the rewards are returned to the guest. For a refresher on voiding checks, visit Void Items, Payments, and Checks.

 

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Loyalty Redemption Limits

The new Redemption Limits feature allows you to set the maximum number of points a guest can redeem in a single order, providing more personalized loyalty program rules.

 

  1. In Toast Web, navigate to Marketing > Loyalty > Settings.
  2. Select the Settings button in the upper-right corner.
  3. Scroll to the Rewards tile and select Advanced settings at the bottom.

    Redemption Limits

  4. First, toggle the Redemption limit to On.
  5. Then select the edit pencil under Customize. Set the number of points you would like to limit a guest to redeem in a single order.

 

A guest can use a portion of their rewards and save the rest for another time. For example, if you set your limit so guests can only use up to $5 in rewards in a single order, and your guest's order is only $3, the guest will only use $3 of their rewards. The remaining $2 will be saved in their account.

 

Note:

  • Using the Publish Now button within the Gift Cards, Loyalty, or Guest Data page will only publish the changes to the location the user is currently logged into.
  • To publish to all locations, users must navigate to Publish Config.
 

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Additional Resources for Toast Loyalty 


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