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Cin7 Omni: Common questions
Answers to common Cin7 Omni questions covering multi-site setup, customer data syncing, wholesale customers, loyalty rewards, and manual points management. Current as of extension 1.1.21 (September 2026).
Updated: September 22, 2026
Applies to: Cin7 Omni
This guide is specific to the Cin7 Omni POS integration.
Cin7 integration questions
Q. Can I connect multiple Cin7 Omni accounts to one Marsello account?
A. Yes, you can connect multiple Cin7 Omni accounts to one Marsello account.
Q. Does Marsello integrate with the Cin7 Omni's sales orders feature?
A. Currently, Marsello only integrates with the Omni POS feature. If Cin7 Omni's sales order feature is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
Q. Can you have more than one Cin7 Omni branch connected to Marsello?
A. Yes, you may connect multiple Cin7 branches (sites) to Marsello. Please note that these branches (sites) need to be under the same umbrella store and will be charged as separate site locations.
Q. I have two brands under one Cin7 Omni account (for back-office purposes). I also have two separate POS within this one Cin7 Omni account. Does that mean it is possible to connect only one brand/Cin7 Omni POS to Marsello?
A. If customers are shared across the account, all of them will sync to Marsello. You can prevent orders from syncing by turning off the relevant site(s), but please note that customer data will still be shared across all synced branches.
Q. I would like to email my wholesale customers who are in Cin7 Omni. Do you pull this customer list into Marsello?
A. Yes, all Cin7 customers are synced across to Marsello. Typically, wholesale customers are blacklisted from loyalty however, if they have opted into marketing, they are eligible to receive emails.
Q. My business operates solely through sales orders, and we don’t use a POS system. Is there a way to manually assign points to customers?
A. Yes, you can manually assign loyalty points without needing a connected site or POS system. However, to take full advantage of Marsello’s loyalty features—like automated points earning, reward redemption, and loyalty program visibility—we recommend connecting a Sales Channel.
Q. In Cin7, does a customer receive points for both purchasing a gift card, and redeeming a gift card since the payment status is 'approved' for both?
A. Yes, customers will currently earn points for both gift card purchases and redemptions in Cin7. There’s no way to blacklist gift card transactions in Cin7, so both are treated as approved payments. If this is something you'd like to see added, feel free to vote for this feature.
Q. Can Marsello integrate with Cin7 Core ERP and Cin7 Core POS for in-store loyalty and a white-label app?
A. Currently, Marsello is integrated with Cin7 Omnichannel, but does not support Cin7 Core or Cin7 Core POS. With Cin7 Omni, Marsello supports multi-store loyalty, in-store points earning and redemption, and API access for a white-label mobile app (available on our Loyalty Accelerate plan).
For businesses using Cin7 Core, a workaround is to connect via Shopify as an intermediary — Marsello connects to Shopify, enabling points earning and reward redemption at the Shopify POS. If Cin7 Core support is something you'd like to see added, vote for this feature.
Q. Can I use the Marsello Chrome extension for Cin7 Omni on a tablet?
A. The Marsello Chrome extension for Cin7 Omni is only supported on desktop computers. It is not available on tablet devices.
To use the extension, you'll need to:
- Open Cin7 Omni POS in Google Chrome on a desktop computer.
- Install the Marsello Chrome extension from the Chrome Web Store on each desktop register where it will be used.
Tablet versions of Chrome do not support Chrome extensions, so the Marsello Chrome extension cannot be installed or used on tablets.
Customers
Q. Can customers sign up using only their name and mobile number?
A. Customers can sign up for the loyalty program on Cin7 Omni using just their first name and mobile number. However, an email address is still required to redeem loyalty rewards. The email serves as a unique identifier across eCommerce platforms, enabling accurate customer matching for both in-store and online activity.
Q. Which fields from the Cin7 Omni customer profile will sync with Marsello?
A. The fields that will sync from the Cin7 Omni customer profile to Marsello include the customer's first name, last name, email, and mobile.
Q. Can I segment my customers?
A. Absolutely! You can segment your customers in Marsello. Keep in mind that only customers who have given their consent to receive marketing communications will be included in the segmentation. This ensures compliance with privacy regulations and provides a targeted approach to your marketing efforts.
Q. How long does it typically take for data, such as an order, to sync from Cin7 Omni to Marsello?
A. The data sync from Cin7 Omni to Marsello is designed to be as close to real-time as possible, with a maximum delay of approximately 15 minutes. This ensures that the information, including orders, is promptly available in your Marsello account for effective management and analysis.
Q. If a customer is deleted in the Cin7 Omni admin, will they also be deleted from Marsello?
A. Yes, if a customer is deleted in the Cin7 Omni admin, they will be completely removed from your Marsello account as well.
Q. Do Cin7 Omni customer tags sync with Marsello?
A. Cin7 Omni customer tags sync to Marsello for blacklisting purposes in loyalty only. Customer tags do not sync through for segmenting purposes in Marsello. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
Q. What is the best way to update the customer's email address?
A. Please update the customer's email address directly in Cin7 Omni. This will automatically sync to Marsello and update the customer's Marsello profile.
Q. Does it matter if a customer account is added by clicking New or by clicking CRM and then adding a new customer within Cin7 Omni CRM - will this impact anything within Marsello?
A. It does not matter how the customer account is created in Cin7 Omni as the customer should sync through to Marsello. However, please note that if a customer is created in the CRM and then purchases via the Sales Order screen, order details will not flow through to Marsello.
Q. What happens in the following situation? A staff member processes a sale in Cin7 Omni and forgets to add the end customer to the sale. That staff member goes back in and assigns that customer to the order. Will this update sync across to Marsello and will points be awarded accordingly?
A. Marsello will not receive an automatic message when an order is updated. However, the change should sync across. Please note that there may be a delay due to the way Cin7 Omni data is synced into Marsello.
Q. What is the best way to update the Cin7 Omni marketing status for a customer?
A. The best way to update a customer's marketing status is via the Chrome extension. Marsello doesn't push the customers' marketing status into Cin7 Omni.
Loyalty - Earning Options
Q. Can you exclude specific products from the loyalty program automatically with Cin7?
A. No you can't blacklist individual products from your loyalty program with Cin7. However, you can exclude product categories. Learn more on Product category blacklisting here.
Loyalty - Rewards
Q. If a customer returns their order, can Marsello automatically deduct the loyalty points awarded for their order?
A. Currently, when an order is returned or refunded in Cin7 Omni, a credit note is generated separately from the original order. Because of this, Marsello cannot match the credit note to the original transaction, and points awarded for the purchase are not automatically removed.
If Cin7 Omni updates this process in the future to allow for matching, we’ll be sure to let you know.
In the meantime, you can manually adjust the customer's points balance in your Marsello admin.
Q. Can a reward be used on a product that's already discounted?
A. Yes, if staff applied a manual discount to the line: the reward is added on top. No, if the product is on an active Cin7 promotion. Cin7 controls the discount on promoted lines, so the reward goes on the other products on the sale instead. If every product on the sale is on a promotion, the reward is refused and no points are spent.
Q. The reward disappeared after we added more of a product.
A. A Cin7 quantity promotion probably started applying to that product. Cin7 takes over the line's discount, so the reward drops off but the points stay used. Delete the Marsello Discount line to return the points, then redeem again.
Q. Can a reward be limited to certain products or categories?
A. Yes. When you create the reward in Marsello, you can include or exclude specific products or categories from your Cin7 catalogue. This is separate from excluding categories from earning points, which works by category only.
Q. What reward types are available for Cin7 Omni?
A. For Cin7, you have access to a variety of loyalty rewards and email discount types. These include:
✅ $ off storewide
✅ % off storewide
✅ VIP assigned rewards and discounts - unlocked on the Loyalty Accelerate plan
If there's a reward type not listed here that would help your business, reach out to our support team.
Q. How do customers redeem rewards?
A. Click Redeem next to the reward. The discount is applied to the product lines on the sale — you'll see it in each line's Total Discount column and in the Discount row of the totals panel, and the amount to pay drops by the reward. A Marsello Discount [code] line is also added at $0.00. That line is only a label showing which reward was used; it has no price or quantity and does not affect the total.
Q. Where does the reward show on the sale?
A. On the product lines, in the Total Discount column, and in the Discount row of the totals panel. The Marsello Discount line always reads $0.00; it is a label, not the discount.
Q. The reward is bigger than the sale. What happens?
A. The reward covers the sale down to $0.00 and the remainder is not carried over. The reward is used in full.
Q. Staff added a manual discount and it disappeared when they selected the customer. Why did this happen?
A. Cin7 clears manual discounts when a customer is added to a sale. Select the customer first, then apply any manual discounts, then redeem the reward.
Q. Staff removed a product after redeeming and the discount went with it.
A. The reward sits on the product lines, so removing a discounted product removes its share. Delete the Marsello Discount line to return the reward, then redeem it again on the remaining products.
Q. Can I park a sale that has a reward on it?
A. A parked sale keeps its discount and pays correctly when retrieved. After a retrieve, deleting the Marsello Discount line no longer returns the reward automatically, so if the customer changes their mind return it from their profile in Marsello.
Q. What if the customer changes their mind and doesn't want to apply the reward at checkout?
A. Before payment: delete the Marsello Discount [code] line from the sale. The discount is removed from the products and the reward is returned to the customer automatically. After the sale is completed, or if the whole order is cancelled, the reward stays used. You can return it to the customer from their profile in Marsello.
Q. If a product is on-discount, can customers still use a Marsello loyalty reward on top of that discount?
A. Yes, customers can use a loyalty reward even if the product is already discounted in Cin7 Omni. If you'd like to prevent this, we recommend creating a product collection limited to full-priced items and applying rewards only to that collection.
Q. Why is redeeming a reward reducing stock in Cin7?
A. This usually happens because the discount product in Cin7 is set up as a stock-tracked item. When a reward is redeemed, Cin7 treats it like a normal product and reduces inventory.
To fix this, log in to Cin7 and open the product linked to your Marsello rewards. Change the Stock Control setting to Non-stock, then save. This will stop inventory from being reduced when rewards are used.
Cin7 Omni and eCommerce Integrations
Shopify
Q. Can Cin7 Omni and Shopify databases sync together?
A. Currently, Cin7 Omni and Shopify do not sync customer databases directly. This means that if a customer creates an account in Shopify, it will not automatically appear in Cin7 Omni.
To provide a seamless omnichannel experience, staff (or the customer) will need to manually create a second customer profile in Cin7 Omni using the same email address as the one used in Shopify.
Here’s a simplified view of the data sync flow:
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Cin7 ➝ Marsello ➝ Shopify
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Shopify ➝ Marsello ⇠ Cin7
Q. If I have Cin7 Omni and Shopify connected and our orders from Shopify are also syncing into Cin7 Omni, do I run the risk of duplicate order information in Marsello?
A. No, Marsello is designed to prevent duplicate order data. It will ignore Shopify orders that are already synced into Cin7 Omni.
Q. I have a customer who has previously signed up online through a Marsello pop-up form on Shopify. Will I also need to create the customer in Cin7 Omni POS?
A. Yes, you will need to manually create the customer in Cin7 Omni. Customers created in Shopify do not automatically appear in Cin7 Omni's POS system.
When creating the customer in Cin7 Omni, be sure to use the same email address they used to sign up in Shopify. This ensures the profiles are matched in Marsello.
⚠️ Important: If a customer signs up in Cin7 Omni first, their profile will sync to Shopify. However, the sync does not work in reverse.