For Lightspeed Retail R-Series merchants
(Formerly known as Lightspeed Retail)
Before you get started
Here are a few key details to note about automatically removing loyalty points for orders with Lightspeed Retail (X-Series) POS:
If the order is canceled or returned, points are automatically removed when the payment status is Refunded.
You can adjust these rules under Settings > Loyalty > Points Program.
⚠️ Important: These settings apply to Lightspeed Retail R-Series, no matter how you access your register; iOS or desktop experiences.
When are customers’ loyalty points removed?
⚠️ Important: By default, points are removed if the payment status is Refunded.
1. In your Marsello admin, go to Settings > Loyalty > Points program
2. Under Lightspeed Retail R-Series > Order Rewarding, click Cancel Points when Payment Status is one of:
💡Optional Step: You can update the cancel points when payment status is one of: setting to better suit your program
Option 1 – Remove the Refunded status
→ Customers will keep their points even if the order is refunded
Option 2 – Leave the setting as is
→ Customers’ points will be removed if the order’s payment status is updated to Refunded
3. Click Save
How can I confirm an order’s payment status in Lightspeed Retail (R-Series)?
1. In your Lightspeed Retail R-Series admin, go to Sales
2. Under Recent Activity, click Sales History
3. Search for the order by Customer Name, Order number or Status
4. On the order line item, find the Payment Status to compare with your Marsello loyalty order rewarding settings for earned or removed points.
Your customers' experience
When the customer makes a return, their order details and payment status are automatically synced into your Marsello account.
Removed points
When the customer returns their order or the sale is canceled, their order and the order's updated payment status are automatically synced to your Marsello account.
If the order's new payment status matches your Marsello Order Rewarding settings, the customer's loyalty points will automatically be removed from their loyalty profile.
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