Q. How do merchants set up the product for the Acting Sustainably reward?

A. To set up the product for the Acting Sustainably reward, merchants need to:

Q. Can you put a limit on how many times a customer can redeem a particular reward?

A. No, there isn't currently a way to limit how many times a customer can redeem a reward. As long as the customer has enough points to cover the cost, they are free to claim and redeem the reward as often as they like. However, please note that the system will only allow one reward to be applied per transaction.

Q. Can I create a free product reward that accommodates modifiers?

A. Currently, there isn’t a reward option specifically designed to accommodate modifiers. The Free Product Reward applies to one product (or multiple products) at the same price point.

If you wish to offer a free product reward that accounts for modifiers, we recommend setting the reward at the highest possible price for that product type. Staff should ensure that the free product and its reward are added to the order separately from any other products being purchased. Otherwise, the discount may incorrectly apply to additional items in the order.

Q. Can I add a minimum spend rule to my free product reward?

A. At this time, there isn’t a feature that allows you to set a minimum spend requirement for a free product reward.

Q. If I create a free product reward and the associated product goes out of stock, will the reward still be available for customers to use?

A. No, if a product has zero inventory or a negative inventory value, it will automatically be removed from the reward and will no longer be available for customers to redeem.

Q. I'd like to set up a reward where customers buy 9 coffees and get the 10th free. Is this possible?

A. While there isn’t a built-in reward preset specifically for this, you can still create a similar experience for your customers.

The best approach is to set the points cost for the free coffee to match the approximate value of purchasing nine coffees. For example, if the average cost of a coffee is $5.00 and you award one point per dollar spent, you would set the free coffee reward to cost 50 points.

We recommend setting this up as a Free Product Reward and preselecting all eligible coffee items from your menu.

Q. Can I use the $-off reward and set the shipping cost as the reward amount instead of using the actual Free Shipping reward?

A. Yes, if you know the exact shipping cost, you can set that amount as the value of a $-off reward. However, please note that when the reward is applied to an order, it will appear as a discount on the cart total — it will not display as free shipping at checkout.

Q. How do I create rewards?

​A. Creating rewards is easy. There's no need to create discount codes - these are automatically generated when a customer spends their points to redeem the reward. Discount codes are unique and only work once. You can read more about the types of rewards and how to create them here.

Q. How many points should my rewards cost?

A. You can set the points cost based on your business needs. Consider the value of the reward and the points customers typically earn. This help center guide will help you create a points cost using the % of dollar rule.

Q. Do I need to create discount codes?

A. No, discount codes are generated automatically when a customer redeems a reward using their points. These codes are unique and valid for one-time use only.

Q. Is there a way to create a loyalty reward for specific people in Marsello without sending an email to a segment?

A. Currently, there isn’t a feature that allows you to create loyalty rewards for specific individuals in Marsello. If this is something you’re interested in, please let our support team know.

Q. Is it possible to blacklist specific items or product collections from being eligible for rewards?

A. Currently, it’s not possible to prevent Marsello reward codes from being applied to specific items or product collections. If this is a feature you’d like to see, please reach out to our support team, and they will submit a feature request on your behalf.

In the meantime, you can still control eligibility by creating product-specific or collection/category-specific rewards in your Marsello app admin. Just be sure to exclude any products that shouldn’t be eligible for rewards.

Q. Can you create Rewards for members that can be redeemed regardless of their points balance? For example, the points required to redeem is zero.

A. Yes, you can create a loyalty reward with no points required for redemption, meaning it will always be available to customers. Customers can redeem this reward as often as they like, though they are still limited to one redemption per transaction. Alternatively, you can offer coupons through a campaign or automation if that suits your needs

Q. Can Marsello support loyalty rewards from multiple platforms and consolidate them?

A. Currently, Marsello does not have a cross-earning feature and cannot support rewards from multiple platforms for consolidation. Marsello loyalty rewards only work for the integrations which are connected and enabled on the account. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊

Q. Is there a way to send discount rewards through SMS text?

A. Currently, there isn't a way to send discount rewards via SMS text. However, if you have the loyalty reward discount automation enabled, you can send the customer's unique discount code once the customer has claimed it.

Q. Can we create rewards in a currency that is not dollars?

A. The currency displayed with your rewards will reflect the currency enabled on your integration.

Q. Can non-inventory products be used for the acting sustainably reward?

A. For the acting sustainably reward, items must be an inventory product.

Q. Can you create Rewards for members that can be redeemed regardless of their points balance? (For example, points balance is 0.)

A. Yes, you can create a loyalty reward that requires 0 points to redeem. This means the reward will always be available to the customer. They can redeem it as many times as they like, though they are limited to one redemption per transaction.

Q. Is there a way to edit the terms and conditions of a discount without removing the previous discount reporting?

A. Yes, when a reward is updated the historic reporting remains.

Q. Can merchants limit rewards to a location? The merchant is asking if they can have different rewards for each store.

A. Currently, there isn't a feature that will allow rewards to be available at specific store sites. Rewards are available across all sites. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊

Q. Is it possible to give a customer an instant loyalty reward when signing up in-store?

A. Currently, this feature is not available in the app. However, you can achieve a similar result by enabling the welcome automation to send a reward to new signups. Please note that the welcome automation cannot determine the location where the customer signed up.

Q. For the Acting Sustainably feature, should the sustainable product be added to both Sales channels for example Shopify and Lightspeed X-Series in order to sync through to Marsello?

A. You can choose the option that works best for your store. It is recommended that this be an in-person action, so you only need to add the product to your POS connection.

Q. Do you have any examples of the types of terms and conditions we can use for our loyalty rewards?

A. Yes, this handy help center guide contains a template for the types of terms and conditions you can add to your loyalty rewards.

Q. Is there a way I can bulk delete my rewards in my loyalty program and start over again?

A. Currently, there isn't an in-app feature that will allow you to bulk delete rewards from your loyalty program. If this is something you are interested in, please reach out to our support team for further assistance.

Q. Is it possible to create a one-time use loyalty reward?

A. Currently, there isn't a feature that will allow you to create a one-time use loyalty reward as reward eligibility is based on the customer's points balance. If you are looking to create a one-off reward, it is recommended to share that reward via a campaign or automation.

Q. If I edit my loyalty rewards when do the new settings take place?

A. When you edit a loyalty reward, the changes take effect as soon as you click "save." Any rewards claimed after the edit will follow the new rules. However, rewards claimed before the edit will remain intact and follow the original rules.

Q. Can I create a reward that will apply a discount to a single line item of my customer's choosing?

A. Currently, there isn't a feature that will allow you to create a reward that will apply a discount to a single line item of a customer's choosing. If this is a feature you are interested in, please reach out to our support team and let them know.

Q. Can I create a loyalty reward that will automatically generate when a customer places an order for $50 in gift cards?

A. Currently, there isn’t a feature that automatically generates a loyalty reward for customers when they purchase $50 worth of gift cards. Loyalty rewards are points-based. As a workaround, you can create a loyalty reward that customers can claim once they’ve earned a specific number of points (e.g., 50 points for a $50 purchase). However, the system cannot verify if the points were specifically earned from gift card purchases. If you’d like to see this feature implemented, please contact our support team and let them know.

Q: If I set a minimum spend rule for my rewards, does the customer's order need to match that amount exactly, or can it be greater than the set amount?

​A: If your reward has a minimum spend rule, the order must be equal to or greater than the specified amount.

Q. Can I create a discount code for customers that can be used more than once?

A. Currently, there isn't a feature that will enable you to create a discount code in-app that can be used more than once. Marsello reward codes are unique to the customer and expire upon use.

If this is a feature you are interested in having for your loyalty program, please let our support team know.

Q. What is the best way to refer back to the loyalty reward setting and confirm the title matches the amount of reward being given?

A. To verify that a loyalty reward's title matches the reward amount, follow these steps in your Marsello dashboard:

Q. Is there a way to allow a customer to earn points, but not access a specific loyalty reward?

A. Currently, there isn’t a feature to exclude customers from specific rewards. If this is something you’re interested in, please let our support team know.

As a workaround, if you have a VIP tier program enabled, you can make rewards tier-specific, allowing customers to access only the rewards available to their tier.

Q. Is there a reward feature that will allow me to auto-reward customers based on their status in my store?

A. Currently, there isn't a feature that will automatically reward customers a discount for their status within your store. If this is a feature you interested in, please let our support team know.

Q. Can I create my own custom discount code for loyalty rewards?
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A. Marsello loyalty codes are automatically generated when a reward is claimed, and each code is unique to the individual user. Currently, there isn't an option to create custom loyalty reward codes. However, if this is a feature you'd like to see, please reach out to our support team.

Q. Is there a way to prevent a reward from being available online?

A. Currently, there isn't a feature that will prevent customers from redeeming a reward online. If you'd like this feature, please let our support team know.

Q. We have a $100 off discount, but when "Do not award points on discounted orders" is enabled, every full-priced item is also excluded from loyalty. How can we set up the reward so that only discounted items are excluded from loyalty?
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A. To ensure only discounted items are excluded from loyalty rewards, create a collection of full-priced items in your sales integration(s). Then, in Marsello, set up a new loyalty reward. Under Advanced Options, check "Apply discount to specific products and/or collections" and add the full-priced items collection. This will exclude only discounted items from earning loyalty points while allowing full-priced items to still earn points.

Q. Is it possible to set an expiry date on loyalty rewards, so members have a limited time to redeem the offer?

A. By default, loyalty rewards expire one year after being claimed. However, brands can customize the expiration date in the Advanced Options section of the reward settings. If you adjust this setting, rewards will expire "X" days after being claimed by the customer.

Q. Can I create a loyalty reward that applies to the product of the customer’s choice in their order?

A. Currently, there is no feature that allows you to create a reward that can be applied to a customer’s product of choice in their order. If this is something you’re interested in, please reach out to our support team to express your interest.

Q. How does the reward ladder work?

​A. Your reward ladder entices your customers to join your loyalty program and encourages them to shop and earn points to spend on your rewards. When a customer has earned enough points, they can spend them to redeem a reward or save their points up towards a reward at a higher points cost. You can read more about how the reward ladder works here.

Q. Why should I create rewards at different points cost?

​A. A reward ladder entices your customers to earn points to spend on your rewards. It allows them to work towards a reward that is appealing to them and gives them the choice of the reward that they want the most. Loyalty programs with 3-5 rewards see greater success, in terms of customer engagement.

Q. How do customers redeem $ off spend threshold rewards?

A. Although spend threshold rewards are recommended for eCommerce stores, they can be used both online and in-store.

Q. My customer has claimed a reward in the amount of $50 and the subtotal of their order is $30. Can my customer use the reward on this order and if so will they receive a store credit?

A. If a customer places an order worth $30, they may apply their $50 loyalty reward to that order. However, once the reward is used, any remaining balance will not carry over to another reward or be issued as store credit.

Q. How do members redeem % off spend threshold product collection rewards?

A. Although spend threshold rewards are recommended for eCommerce stores, they can be used both online and in-store.

Online - The customers add their products to their cart and their unique discount code to the discounts bar at checkout. If the order meets or exceeds the spending threshold, the reward discount is automatically applied to deduct the discount. If the order is not over the spend threshold, the reward will not work.

In-Store - This reward type is recommended to be online only. If you want to have it available in-store as well, it requires strict staff training to ensure the sale price meets or exceeds the spending threshold.
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The customer will tell staff that they have a reward they would like to redeem. The staff member adds the product(s) to the sale, and assigns the customer. The staff member then must check that the subtotal meets or exceeds the reward spend threshold.
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If the subtotal meets or exceeds the threshold, the staff member needs to click redeem on the reward under the customer's account. There are no checks in place to make sure the spend threshold requirement has been met. Here's more detail on POS reward redemption.

Q. If a customer wants to use a reward for a free product via online checkout - does the product automatically populate into their cart or do they need to also add this in themselves as well as the code to have the discount applied?

A. The customer must also add the item to the cart as it won't auto-populate using just the code.

Q. How do members redeem rewards?

A. Loyalty members can redeem their rewards in a variety of ways:

Q. How do customers redeem rewards?

A. See how customers redeem rewards online and how staff redeem rewards in your POS

Q. My customer applied a loyalty reward code to their order but changed their mind. The code shows as used in Marsello, but it wasn’t actually applied. Can the code be reactivated?

A. Currently, there’s no feature to reactivate a code once it’s marked as redeemed. In this case, we recommend manually adjusting the customer’s points balance so they can redeem the reward again and receive a new loyalty code. This new code can be used immediately or saved for later.

Q. We work with third-party sellers on our site. If a customer redeems a loyalty reward, is there a way to automatically notify the seller that the code was used on their sale?

A. Currently, there isn't a feature that will notify a third party seller that a loyalty code was redeemed and used on their particular sale. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.

Q. Is there a way to export a list of the coupon codes that have been redeemed each month?

A. Currently, there isn't a way to export a list of redeemed coupon codes from the app each month. However, our customer support team can generate this report for you. Simply provide the specific date range, and they will email the report to you.

Q. Is there a way to have Marsello auto-select the reward to be used on a customer's order based on their points balance?

A. Currently Marsello does not have a feature that will auto-select the reward to be redeemed on a customer's order based on their points balance. If this is a feature you are interested in please let our support team know of your interest.

Q. If my customer has lost their claimed loyalty reward code, is there a way to find that for them?

A. Yes, there are two ways to retrieve a customer's redeemed reward code:

Q. Why is my customer able to claim a single reward multiple times?

A. Currently, there is no limit on how many times a customer can claim a loyalty reward. If you are noticing unusual activity on a reward and see that a customer has claimed it multiple times:

Q. If a customer uses a reward on their order and then the customer decides they'd prefer to hold onto the reward, will the discount be automatically be returned to their account?

A. Redeemed rewards are not automatically returned to the customer for change of mind on their use. You will need to manually adjust the customer's points balance so that they may reclaim the reward. Please note a new reward code will be issued.

Q. What are some possible reasons why my customers are having trouble redeeming their loyalty rewards at my stores?

A. If your customers are unable to redeem rewards, start by checking your sales platform integration settings to ensure your store sites are enabled. If your site is enabled, confirm that your loyalty program is also active. If both are enabled and the issue persists, please provide our support team with one or two examples of customers and the specific rewards they are unable to redeem.

Q. I have created a 0 points cost reward for my VIPs. Will this reward automatically apply to VIP orders when they are logged in?

A. Currently, there isn't a feature that will automatically apply a 0 points cost reward to an order automatically. Customers will need to claim this reward via the loyalty portal in to access their discount for redemption.

Q. I set my rewards to apply storewide. Does this mean the reward is available across all my connected integrations?

A. Yes, if you have set your loyalty reward to be storewide, it will be available for customers to claim and redeem across all of your connected sales integrations.

Q. Is there a feature that allows for recurring rewards for VIP customers?

A. Currently, there isn’t a built-in feature to enable recurring rewards for VIP customers. If this is something you’re interested in, please let our support team know. As a workaround, you could set up a recurring email campaign (e.g., weekly) offering rewards, such as a free coffee, to your VIP customers.

Q. Is it possible to make a discount code reusable in the case of exchanges/returns?

A. Currently, there isn't a feature that will make discount codes reusable in the case of exchanges/returns. If this is something you are interested in, please let our support team know.

Q. When redeeming a reward in store, does a customer need to use their email address or can staff look them up in the system?

A. We recommend that customers provide their email address when redeeming a reward in-store. Marsello uses the email address as the unique identifier for customer accounts. Linking an email ensures accurate tracking and management of loyalty points across both online and in-store purchases. Without an email address, the customer’s profile may have limited functionality, making it harder to maintain a consistent, unified loyalty experience across channels.

Q. Is it possible for customers to redeem their points automatically as cash during checkout without the need to claim a reward?

A. Currently, there isn't a feature that will allow customers to redeem loyalty points automatically as cash during checkout without having to claim a reward first. If this is a feature you are interested in, please let our support team know.

Q. What happens if there are two people sharing the same email address with regard to loyalty rewards?

A. If two people share the same email address, they will share a single points balance and the same available rewards.

Q. What happens if a reward code is applied to an order that contains blacklisted products?

A. The discount will not apply to any blacklisted items in the order. However, it will still apply to other eligible items.

Q. If a staff member redeems a reward by mistake and removes the discount before completing the sale, will the customer regain these points or does they need to manually add it back on?

A. When a discount code is redeemed and removed from an order, it is not automatically added back onto the customer's account. Staff will need to run a manual points adjustment for the customer in the amount of the reward.

Q. Is it possible to limit the redemption of a discount to a "quantity of one" for a specific item, instead of applying the discount to multiple items? I want the discount to apply to just one of the item, not 10.

A. Currently, there isn't a feature that restricts a discount to a specific quantity of an item. If this is a feature you are interested in, please let our support team know.

Q. Does the points cost get deducted from a customer’s balance when they redeem a reward?

A. Yes, once a reward is redeemed, the points cost is automatically deducted from the customer’s balance to prevent them from redeeming rewards they are not entitled to. This helps protect your store from unauthorized redemptions.

Q. Can customers redeem more than one reward at a time?

​A. Even if a customer has enough points to redeem multiple rewards, they can only use one reward discount code at the checkout per transaction.

However, Marsello is in open-beta of a discount stacking feature for Shopify merchants. If this is a feature you are interested in trialing, please reach out to our support team and let them know of your interest.

Q. Can a customer redeem their discount code more than once?

A. No, all discount codes are unique and only available for one-time use.

Q. What is the best way to explain to customers that some of our rewards are only available at specific in-store locations?

A. Currently, Marsello doesn’t have a feature that allows rewards to be specific to certain stores. As a workaround, you can include information about where rewards are available in the reward's terms and conditions, as well as in the title of the reward. It's also recommended to train in-store staff to inform customers that certain rewards are store-specific.

If the ability to assign specific rewards to specific locations is a feature you are interested in, please let our support team know.

Q. Is it possible to create an expiry date on loyalty rewards so that members only have a limited time to redeem the offer?

A. Loyalty rewards are set to expire one year after a claim by default. However, retailers may update the expiration date to better suit their brand under the reward's advanced options setting. If you update this setting, rewards will expire "x" days after the reward is claimed by the customer.

Q. If a loyalty code expires, does the customer see the points returned to their loyalty account?

A. No, if a loyalty code expires, points are not returned to the customer's loyalty account. If this is a feature you are interested in, please contact our support team and let them know. In the meantime, you can manually adjust a customer's loyalty points balance if you'd like to return points for an expired loyalty reward.

Q. Can I create a loyalty reward that can be applied to the product of the customer's choosing on their order?

A. Currently, there isn't a feature that will allow you to create a reward that can be applied to the product of the customer's choosing on their order. If this is a feature you are interested in, please reach out to our support team and let them know.

Q. What is the best way to explain to customers that some of our rewards are only available at specific in-store locations?

A. Currently, Marsello doesn’t have a feature that allows rewards to be specific to certain stores. As a workaround, you can include information about where rewards are available in the reward's terms and conditions, as well as in the title of the reward. It's also recommended to train in-store staff to inform customers that certain rewards are store-specific.

If the ability to assign specific rewards to specific locations is a feature you are interested in, please let our support team know.

Q. Does the loyalty attribution include sales where customers earn points or is it only when they redeem a loyalty reward?

A. Only when a loyalty reward is attached to the sale.

Q. Is it possible to blacklist specific items from being eligible for rewards?

A. If you are using the Lightspeed X-Series iOS app, it is possible to use the advanced options rewards settings and set rules so that specific products are eligible to use loyalty rewards. If you are using the Chrome Extension, this feature is not available.

Q. Can I create advanced rewards for my program if I am using the Chrome extension for Lightspeed X-Series?

A. You can create advanced rewards for your loyalty program using the Chrome extension, however, this will require strict staff training to ensure the customer's order meets the requirements of the order. It is recommended practice to create the following rewards only:

✨ $ off storewide

✨ % off storewide

Q. Is it possible to set up a a reward across both Lightspeed X-Series and Shopify that doesn't apply to their discounted items?

A. Yes, you can set up a Product / Collection specific reward. Please note you will have to create a collection of products that the reward can be applied to in both Shopify and Lightspeed X-Series and enter it into the reward settings.

Q. Are redeemed rewards reflected on Lightspeed X-Series receipts? If yes, can this be turned off?

A. Yes, rewards will show as a line item discount. At the moment, we do not have the feature to disable the redeemed rewards to reflect on Lightspeed X-Series receipts.

Q. I have a Shopify store and do not want customers to be able to stack discounts as I have a site-wide sale happening. Will Marsello know not to add loyalty rewards to orders because I have the site-wide discounts setup?

A. Marsello reward will not work for Shopify stores when the compare at price is used. In these cases, the Marsello reward is considered to be the stacked reward and produces an error message.

Q. If I have a hidden an item on my Shopify store, can I still use it for the free product reward?

A. Unfortunately not. The item needs to be available on the site as the customer will have to add it to the cart in order for the reward code to work.

Q. Can I create advanced rewards for my program if I am using the Chrome extension for Cin7 Omni?

A. You can create advanced rewards for your loyalty program using the Chrome extension, however, this will require strict staff training to ensure the customer's order meets the requirements of the order. It is recommended practice to create the following rewards only:

✨ $ off storewide

✨ % off storewide

Q. How can I exclude an item from being discounted due to rewards points in Lightspeed and Heartland? We have a donation promotion going on and it is discounting the donations when rewards are redeemed. I have added it to the list of excluded from the rewards program, but I think that is just for earning points on it. It is still discounting the item when points are being redeemed.

A. If you would like to exclude an item from a discount, the best way to do so is by whitelisting all the products from your reward, except for the donation items. You can easily do this by going to your rewards list and selecting all the products or collections you want to include while excluding the donation items.

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