Common questions around setting up loyalty rewards include how members spend points, redeem rewards and details about how the reward ladder works.

Q. Can you put a limit on how many times a customer can redeem a particular reward i.e. free shipping?
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A. No, there isn't a limit on how many times a customer can redeem a reward. As long as the customer has the points cost to cover the reward, they are welcome to claim and redeem as many as they like. However, the system will only accept one reward per transaction.

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

A. Currently, there isn't a reward that is set up specifically for modifiers. The free product reward is for one product or multiple at the exact same price. If you wish to offer a free product reward that accommodates modifiers, you could set up a free product reward at the highest dollar amount. Staff will need to be certain that they add the free product and the reward to an order completely separate from any other products that are being purchased. Otherwise, the discount would spill over onto the other items in the order.

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

A. Currently, there isn't a feature available that will allow you to add a minimum spend rule to your free product reward.

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

A. If a product does not have any inventory or has a negative inventory value, the product will drop off from the reward.

Q. Can I use the $-off rewards and put the cost of shipping as the amount of the reward instead of using the actual free shipping reward?

A. If you know exactly the shipping costs, you are welcome to use that amount as the value of the $-off rewards. However, when this reward is used on an order, it will show as a discount off the cart total. It will not show 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. See how many points should my rewards cost?

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. Do I need to create discount codes?

A. Creating rewards is easy. There's no need to create discount codes – these are automatically generated when a customer spends their points to claim the reward. Discount codes are unique and only work once.

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

A. It is not currently possible to prevent the use of Marsello reward codes on a specific item or items in a product collection. If this is a feature that you are interested in, please let our support team know of your interest and they will submit a feature request on your behalf.

In the meantime, you can still achieve this goal but creating product-specific or product collection/category-specific rewards in your Marsello app admin. Be sure to leave out those products that should not be eligible for a reward.

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. You can have a loyalty reward that requires no points to redeem. That just means it will always be available to the customer. Customers can also redeem this reward as many times as they like (however, they are still limited to one redemption per transaction). As an alternative, you can offer coupons via a campaign/automation as suggested.

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

A. Although there isn't a direct reward preset in the app to do this, you can still provide this experience for your customers. The best way to do this would be to set the points cost for the free coffee to roughly cost what the average cost of 9 coffees would be. Let's say that the average cost to purchase a coffee is $5.00 and you award one point per dollar spent. The points cost to receive the 10th free would be 50 points. It is recommended to set this reward up as a free product reward and preselect all eligible coffees from your menu.

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. How do merchants set up the product for the acting sustainably reward?

A. The merchant must create the product within their integration, ensure there is enough inventory, and make the product a $0 product

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. You can have a loyalty reward that requires 0 points to redeem. A 0-points cost to redeem means the reward will always be available to the customer. Customers can also redeem this reward as many times as they like (however, they are still 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 isn't a feature available in the app. However, you could achieve a similar result by enabling the welcome automation to send a reward to new signups. Please note the welcome automation cannot determine the location in which 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 may select whichever is more suitable for your store. It is recommended for this to be an in-person action and therefore you would only need to add to their POS connection as a product.

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. 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. 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. If you edit a loyalty reward, the change will take place as soon as you click save. This means that any reward claimed after you save the edit will follow the new reward rules. Please note that any rewards claimed prior to the edit will remain intact and follow the reward's 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. 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. 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, it won't auto-populate using just the code.

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

A. They would share a one-point balance and available rewards.

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

A. The discount amount will not apply to the blacklisted 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 "quantity of one" of a specific item instead of a specific item? This would be to avoid a situation where a customer uses their code on 10 of an item. I want the discount to be used on 1 of an item.

A. Currently, there isn't a feature that will quantity restrict a product-specific discount. If this is a feature you are interested in, please contact our support team and let them know of your interest.

Q. Does the points cost get taken away from their balance when they redeem a reward?

​A. Yes, as soon as a reward is redeemed, the customer's points balance is adjusted, removing the points cost, to prevent them from redeeming rewards they are not entitled to. This protects your store.

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. This is set by Shopify to prevent discount stacking.

However, Marsello is in closed-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. 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.

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.
The customer will tell the 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.
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. 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 product collection rewards?

A. 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. My customer applied a loyalty reward code to their order and then had a change of mind. We can see that the code is showing as used in Marsello but it wasn't actually applied to the order. Is there a way to reactivate that code?

A. Currently, there isn't a feature that will reactivate a code once it is marked as redeemed. In this case, it is recommended to manually adjust the customer's points balance so that they can reclaim the reward for a new loyalty code. This code can be used on the spot or at a later date.

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 the code was used on their sale?

A. Currently, there isn't a feature which 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. My customer has contacted our support team as they have lost their reward code. Is there a way we can retreive that code for them?

A. All redeemed loyalty rewards are available through the customer's loyalty portal in your online store. You can also receive a redeemed reward code through your Marsello dashboard. To do this go to Customers and search for the customer by name or email address. Once you have the customer's account open click on the actions menu and select spend points from the drop-down. This will open the customer portal where you can see any redeemed reward codes and what rewards the customer is eligible to redeem.

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

A. If a customer has misplaced a loyalty reward code, the code will be visible in the loyalty portal for redemption. You may also locate this reward code in under the customer's loyalty account in your Marsello dashboard. Once you have the customer's account open, click the drop-down button under the Actions button select spend points. This will open up the customer's loyalty widget. Go to the rewards tab. Here you will see a listing of all available rewards.

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 feautre 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've set my rewards to apply storewide. Does this mean this the reward will be available for use across all my connected integrations?

A. If you have set your loyalty reward to be storewide the reward will be available for customers to claim/redeem across all connected sales integrations.

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. 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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