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Toast Discount Reporting with Incentivio

Toast's discount reporting provides operators with a detailed overview of discount redemptions for all orders, including in-store and online orders through Incentivio. However, it is important to note that different behaviors are used to report this based on the order source. This article will help with navigating these differences and identifying potential problems with in-store processes.

 

Contents

  1. Differences by Order Source
  2. Incorrectly Applied Discounts
  3. Additional Resources

 

Differences by Order Source

Offer redemptions will show up differently on Toast's discount reporting depending on whether they were redeemed in-store or online. The discrepancy in discount reporting arises from the way Toast processes discounts, depending on whether they are redeemed online or in-store.

Online Redemption:

  • When a discount is redeemed through web ordering or a mobile app, it will appear in the report with the discount name assigned in Toast.
    Screenshot 2024-08-08 at 10.34.57 AM.png
  • The order source in Toast will show as API.
    Screenshot 2024-08-08 at 10.36.57 AM.png

In-Store Redemption:

  • When a discount is redeemed in-store, it will report with the offer name in Incentivio.
    Screenshot 2024-08-08 at 10.35.20 AM.png
  • The order source in Toast will show as In-Store.
    Screenshot 2024-08-08 at 10.38.31 AM.png

 

In short, the reason for this is simple: When a discount is redeemed online, Incentivio must validate the Toast discount to ensure the offer is still applicable. This results in it showing with the Toast discount title. When it is redeemed in-store, the Toast discount is not validated, and therefore, it shows up with the offer title in Incentivio.

 

Incorrectly Applied Discounts

Because of this reporting behavior, it actually makes it easier for operators to identify if team members are not applying discounts from the customer's loyalty account. This is a problem, as discounts applied incorrectly will not remove the offer from the customer's inbox, allowing them to redeem it more than once and, in the case of loyalty offers, leaving points in their account for them to continue redeeming inadvertently.

If a check shows the order source as In-Store but shows the Toast discount title, not the Incentivio offer title, that means that the employee used the Toast discount button to apply this offer and did not apply it from the customer's account. The offer and/or would not have been removed from their account, meaning the customer can redeem it again at a later time.

Here is a PDF that walks through the correct process for loyalty lookup and offer redemption on the POS. This can be printed and kept near the register to aid employee with this process, if needed: Toast Loyalty Lookup PDF

 

Additional Resources

Toast POS - Loyalty Lookup

Creating Toast Discounts (External IDs)

Creating an Offer

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