FAQs & troubleshooting

Helpful answers to commonly asked questions.

Tash Mazey avatar Kat Williams avatar David Hutcheson avatar +1
31 articles in this collection
Written by Tash Mazey, Kat Williams, David Hutcheson and 1 other
Marsello FAQs

GDPR compliance

Tash Mazey avatar
Written by Tash Mazey
Updated over a week ago

Do customers have a 'loyalty account'?

How membership to the loyalty program is handled in Marsello.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Earned Points email - Reasons merge tag

Different reasons that points are given, and what is sent in your Earned Points email.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

How do I treat discounted orders and what my customers earn points for?

Don't want members earning points on products/orders that contain a discount? Choose your settings.
Tash Mazey avatar
Written by Tash Mazey
Updated over a week ago

Adding new customers via CSV upload

Want to add customers manually. Bulk add them via CSV upload on your members page.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

What web browsers does Marsello support?

The web browsers supported by your loyalty app.
Kat Williams avatar
Written by Kat Williams
Updated over a week ago

How to manually adjust a group of customers loyalty points balances

Manually adjust a group of customers loyalty balances to add or remove points.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Update {{points_given_reason}} in your Earned Points emails

Customize or translate the reasons that points are given, shown in your Earned Points email notifications.
Abby Dixon avatar
Written by Abby Dixon
Updated over a week ago

Why did a customer not get loyalty points for creating a loyalty account?

Possible causes for loyalty members not earning points when completing the 'Create an Account' earn task.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Is there a maximum amount of points my members can earn?

This article explains how many points loyalty members can earn.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

How to re-subscribe customers to your loyalty program

If you have a customer who has been unsubscribed from your loyalty program, you can re-subscribe them in a few simple steps.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Can I remove customers from my loyalty program?

Do you have a customer that doesn't want to be part of your loyalty program anymore? Or do you need to exclude a group?
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Why did some of my customers fail to import?

Some customers from my database were unsuccessful to import to my loyalty program.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Does the loyalty program work on mobile devices?

How your loyalty program functions on phones and tablets.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Are points for orders rounded up or down?

Points for orders are rounded down to the nearest complete dollar spent.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Do I have to create discount codes?

How reward coupon codes are created in your loyalty program.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Do loyalty points and rewards expire?

Is there a time limit for customers to use their rewards and loyalty points?
Kat Williams avatar
Written by Kat Williams
Updated over a week ago
Using Shopify & Marsello

Does Marsello work with both Shopify POS & eCommerce?

How your loyalty app works across your physical store and online store.
Kat Williams avatar
Written by Kat Williams
Updated over a week ago

Why can't customers sign-up through the Loyalty widget?

What to check for in Shopify if your customers aren't able to sign-up through your loyalty widget.
Kat Williams avatar
Written by Kat Williams
Updated over a week ago

Why am I getting duplicates in my members list?

What causes duplicate entries of a Shopify customer in my loyalty member list?
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Can I transfer my customers and their points over from my current loyalty program?

Transferring your Shopify customers from your current loyalty program to Marsello.
Kat Williams avatar
Written by Kat Williams
Updated over a week ago

Why have customers automatically received points once imported?

Customers who previously had 0 loyalty points have received points upon being imported into my loyalty program.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Can I exclude products from my loyalty program?

Stop loyalty points from being rewarded on certain products.
Kat Williams avatar
Written by Kat Williams
Updated over a week ago

Are existing Shopify customers automatically added to the loyalty program when I install the app?

What happens with your existing Shopify customers when you set up your new loyalty program.
David Hutcheson avatar
Written by David Hutcheson
Updated over a week ago

Does Marsello for Shopify work over multiple store locations?

Can you connect your loyalty program to multiple POS locations?
Kat Williams avatar
Written by Kat Williams
Updated over a week ago

Do I need hardware in-store?

Does Marsello for Shopify require special hardware in my physical store?
Kat Williams avatar
Written by Kat Williams
Updated over a week ago