For Lightspeed Retail (X-Series) POS brands
Formerly known as Vend POS
💡Optional step: Adjusting the customer's points balance is an optional step depending on your store's individual policies.
How do I refund loyalty points for a returned reward?
Depending on your store policies, when a sale with a Marsello reward is refunded, the customer’s loyalty points may need to be returned as well. This guide shows you the steps to correctly refund points after a reward discount has been reversed.
From your Marsello dashboard
1. From your app admin, go to Customers > All Customers and click into the customer's account you need to update.
2. Open the drop-down menu from the Customer Actions button and click Adjust points balance.
3. A popup form will appear allowing you to add or remove points from the customer's points balance.
Enter the number of points you would like to add to their balance. This should be the same number of points that were used to redeem the loyalty reward.
💡Optional step: Send the customer a Points Earned Email.
If you would like to notify the customer of their updated points balance:
Select the tick-box next to Send points notification email to the customer?
Add a short message in the text box to notify the customer why their points balance was updated.
4. Click Apply points adjustment to confirm the points adjustment. The customer's points balance will automatically be updated. The manual points adjustment will display as a new line on the customer's activity feed.
If you choose to send a Points Earned Email, the customer will be notified of their new points balance.
💡 Pro tip: Include the sale number in the message so your customer has a record of what these points were earned from.
5. From the Customer Actions drop-down, select the Open Customer portal button.
6. From the customer portal, click the Redeem tab. Here you will see a listing of all available rewards.
7. Click the Claim button for the reward you are returning to the customer.
8. Your customer's unique loyalty code will appear in the Customer Portal ready for use.
📝 Note: If the customer does not need to use the code now, no problem. The code will sit in the loyalty widget until ready for use or expiration, whichever comes first.