Every time a customer makes a purchase, the order is automatically synced to Marsello. If you have the Making a Purchase earn points option enabled, customers will also earn points for their purchase. 

Under the Loyalty program settings, you can choose when points are earned, removed and when points are not rewarded.

In this article 

  • The number of points the customer can earn for making a purchase
  • When loyalty points are rewarded for making a purchase 
  • Advanced order rewarding settings
  • How points are calculated (including examples) 

The number of points the customer can earn for making a purchase

When you create your loyalty program, you can set the rules for how many points a customer for making a purchase.

Earn Option: Making a purchase
Every time a customer makes a purchase they will earn your chosen number of loyalty points per $ spent.

For example:

  • 1 Point for every $1 spent, e.g. $50 = 50 points
  • 2 Points for every $1 spent, e.g. $50 = 100 points
  • 1 Point for every $5 spent, e.g. $50 = 10 points
  • 2 Points for every $10 spend e.g. $50 = 10 points

📝 Note: By default, your customers earn 1 point for every $1 they spend.

📖 Keep reading: How to set the number of points customers earn for making a purchase

VIP Program: VIP Tier's earn points for making a purchase rate (if enabled)
When you create a VIP Program, you can customize the points earning rates of each VIP tier. This allows you to reward your best customers even more by helping them earn points faster to unlock exclusive rewards. 

For example: 

  • Tier 1 Bronze: Customers earn 1 point for every $1 spent, e.g. $50 = 50 points 
  • Tier 2 Silver: Customers earn 2 point for every $1 spent, e.g. $50 = 100 points
  • Tier 3 Gold: Customers earn 3 point for every $1 spent, e.g. $50 = 150 points

📖 Keep reading: How to create a VIP Program

When loyalty points are rewarded for making a purchase

When the customer makes a purchase in-store or online, the order is automatically synced into Marsello including order status and details.

Order Rewarding Settings
 

Marsello uses your Order Rewarding Settings to determine if the customer should earn points for their order. Marsello looks at the order's Payment Status (and Fulfilment status for Shopify retailers).  

The Payment Status types vary depending on your POS and/or eCommerce platform: 

  • Shopify options: Paid, Pending, Partially Paid, Authorized  
  • Vend options: Closed, Layby Closed, OnAccountClosed
  • BigCommerce options: Completed, Shipped, Partially Shipped, Awaiting Payment, Awaiting Pickup, Awaiting Fulfilment, Awaiting Shipment 
  • Kounta options: Completed, Accepted, Submitted

The Fulfilment status types (Shopify only):

  • Shopify options: Fulfilled, Partially fulfilled  

📖 Keep reading: How to choose when points are rewarded for making a purchase.  


Advanced Order rewarding settings (Optional)

You can also choose to not reward points for certain scenarios when the customer makes a purchase.  

  • Exclude points for shipping (online only): When enabled, customers will not earn loyalty points for the shipping cost associated with their order.
  • Exclude points for tax: When enabled, customers will not earn loyalty points for the amount of tax associated with their order.
  • Do not reward points on discounted orders:
    When enabled, customers will not earn loyalty points for the entire order, if the order includes a discount code or a manual discount added to the sale.
  • Do not reward points on gift card purchases (Shopify only)
    When enabled, customers will not earn loyalty points the purchase of a gift card. This is so you don't reward the points for purchasing the gift card, as customer will earn loyalty points when that gift card is used.
  • Exclude guest customers from loyalty program (online only)
    When enabled, customers who checkout on your online store as a guest will not receive loyalty points for their purchase.

How points are calculated

Before the customer earns points for their purchase, Marsello checks the order's payment status and your advanced order rewarding settings.

If zero points are rewarded for the order

There are a few different scenarios where no points will be rewarded for the order.   

> Your site might be disabled in Marsello

If the site is turned off in Marsello, no points will be rewarded for this order.

To check the site's status in Marsello:

  1. Go to Integrations > POS & eCommerce
  2. Next to the Site name, e.g. Site 46681, check that it is turned off
  3. To enable a site, simply turn the site on by clicking the on/off toggle. 

📝Note: Billing is calculated based on each enabled site. Learn more.


> The order's payment status doesn't match your Marsello order rewarding rules
If the order payment status does not match the order rewarding settings in Marsello, the customer will not earn points for the order until the payment status' is updated to match.

For example, in Marsello, if your order reward settings are Reward points when the payment status is Paid, and the order in your eCommerce platform is payment status is Pending, the payment status' do not match and points will not be rewarded for this order.  

Things to check: 

  1. In Marsello, go to Settings > Order Rewarding 
  2. Next to Reward points when the payment status check the status options. 
  3. In your POS or eCommerce platform, go to the Order information
  4. Check if the order's payment status
  5. If the payment status doesn't match the required status of your Marsello settings no points will be rewarded. When the payment status for the order is updated in your POS or eCommerce platform, it will automatically update in Marsello too, then points will be rewarded.

📝Note: For Shopify retailers, please also check your 'Reward points when the fulfilment status is' settings and the fulfilment status of the order. If this doesn't match this can also cause the customer not to receive points for this order.   

📝Note: For Multi-connection retailers (e.g. Shopify + Vend), there is two sections for the Order Rewarding. You will first need to identify where the order was placed, then check the correct Order Rewarding section on the Settings page.

> The order doesn't meet your customized order rewarding rules
If you have Do not reward points on discounted orders enabled in your Marsello settings, then no points will be rewarded for the entire order when it contains a discount. 

For example, in Marsello, if your customized order reward settings have Do not reward points on discounted orders enabled, and the order in your POS or eCommerce platform contains a discount then no points will be rewarded for the entire order. 

Things to check: 

  1. In Marsello, go to Settings > Order Rewarding 
  2. Next to Do not reward points on discounted orders check if this option is selected
  3. If you want customers to earn points for all orders, unselect this tickbox. 

💡Quick tip: If you don't want to reward points for specific products, you could use Point blacklisting. This would allow you to exclude certain products or product collections from your loyalty program. When a product or product collection has been blacklisted, members cannot earn loyalty points on those products or product collection items when purchased. Keep reading.

> The order doesn't meet your customized order rewarding rules
If you have Exclude guest customers from loyalty program (online only) enabled in your Marsello settings, then no points will be rewarded for the order. The customer will need to create a store account to be rewarded their loyalty points. 

Things to check 

  1. In Marsello, go to Settings > Order Rewarding 
  2. Next to Exclude guest customers from loyalty program (online only) check if this option is selected
  3. If you want all customers to earn points for orders, unselect this tickbox. 

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If points are rewarded for the order

If the order matches the order rewarding rules, the points are then calculated and automatically rewarded to the customer. How the points are calculated for a given order can be seen on the customer's profile.  

📝 Note: If the order price includes a decimal, the points earned are always rounded down to the nearest whole dollar amount. For example, a purchase of $67.70 would round down to 67 points.

Here are a couple of examples on how points are calculated:  

> When Tax is excluded from earning points

Example: Order 20781 was placed on the 3rd of February 2019.
Earning rules are:

  • Customers earns 1 point for every $1 spent.
  • This retailer does not reward points for Tax – shown as Excluded
  •  This retailer does reward points for Shipping – shown as Included

Calculation: 

  1. The order total $32.47 - $2.68 Tax = $29.79
  2. Points = 1 points x $29 spent 
  3. Points earned for this order is 29

📝 Note: When Shipping is excluded from earning points, the Shipping amount will be subtracted from the Order total and then will calculate the points.

> When the customer is a VIP tier member and earns more points per $ spent. 

Example: Order 1234029 was placed on the 26th of July 2019.
Earning rules are:

  • Customers earns 3 point for every $1 spent (According to their VIP Tier earn rules)
  • This retailer does reward points for Tax & Shipping – shown as Included 

Calculation: 

  1. The order total is $27.90
  2. Points = 3 points x $27 spent 
  3. Points earned for this order is 81

> When the order contains a blacklisted product or collection

Example: Order 8104 was placed on the 25th of August 2019.
Earning rules are:

  • Customers earns 1 point for every $1 spent
  • This retailer does reward points for Tax – shown as Included
  • This retailer doesn't reward points for Shipping – shown as Excluded 
  • This retailer doesn't reward points for products purchased from the 'New Season' collection this product collection has been blacklisted. 

Calculation: 

  1. The order total is $42.95
  2. Order total $42.95 - $35 Blacklisted collection item = $7.95
  3. Points = 1 point x $7 spent
  4. Points earned for this order is 7

Have questions?

If you need a hand, please let us know via the chat icon on the bottom-right or send us an email to help@marsello.com.  

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