This can happen when guests attempt to redeem banked rewards or redeemables, and is due to the redemption being staged prior to the guest creating their order via the app.
To avoid this issue, the following steps apply:
- If the guest is going to create an order online or via the app, they should not open the app and redeem the redeemable/banked rewards, immediately.
- The app will ask them at the last stage(payment) of the order if they want to redeem banked rewards. This will allow them to use the redeemable or banked rewards for an online order.
- Example: If they do it in the incorrect order, it will look like this guests timeline - you can see that they choose to redeem(highlighted timestamp), and then try to put in an online order through the app; when they reach the payment stage, they cause the multiple redemption error we see in the timeline:
- If the guest is going to order at the POS, this is the only time they will need to go into the app > rewards screen and stage the redeemable. This will allow it to be scanned for a POS order.