In this article:

  • Processing returns that contain a Marsello discount with Vend
  • How to adjust an individual customer's points balance

📝 Note: This process is the same for both Vend POS on desktop & iPad.

💡Pro tip: If you use Vend POS on a desktop or laptop computer, ensure you have installed the Google Chrome extension for Marsello on every computer you use in-store. If you use Vend POS on an iPad, ensure you have installed the Marsello iOS app for Vend.


⚠️ Important: Adjusting the customer's points balance is an optional step depending on your store's individual policies.

Processing returns on Vend POS on desktop or iPad

Since Marsello adds the discount through the Marsello Discount product, the return must be processed manually on Vend in order to ensure the amount paid matches the amount to refund.

1. Add the customer to the sale through your Vend POS sales screen

2. Search and add the products your customer is returning to the sale.

3. Adjust the following product details to match the original purchase:

  • Adjust the product quantity to a negative
  • Update the price of the item to match the amount they paid
  • Include the receipt number of the original transaction as a note

4. Click the Pay button to complete the transaction. You will be taken to the payment screen.

If the current register you are using is set up to print receipts, the receipt(s) will automatically be printed after refunding payment and hitting the Complete Sale button.


How to adjust an individual customer's points balance

If the refund included a loyalty reward as part of the order, you'll need to refund the customer's loyalty points for that reward discount.

⚠️ Important: Adjusting the customer's points balance is an optional step depending on your store's individual policies.

1. In your Marsello admin, go to Customers

2. Search for the customer by Name or Email Address

3. Select the customer by clicking on their Name

4. Under their customer profile, click Adjust points balance

5. Enter the number of points you would like to add to the customer's points balance.

📝 Note: This is the same amount of points that were used to redeem the loyalty reward.

6. Choose to send the customer a Points Earned Email (Optional).
If you would like to notify the customer of their updated points balance:

  • Select the tick-box next to Send points notification email to customer?
  • Add a short message in the text box to notify the customer why their points balance was updated e.g. Here are your loyalty points back that you used to redeem your reward.

💡Pro tip: Include the sale number in the message so your customer has a record of what these points earned were from.

7. 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 chose to send a Points Earned Email, the customer will be notified of their new points balance.

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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