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. 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 $4.50, the points cost to receive the 10th free would be 405 points. It is recommended to set this reward up as a free product reward and preselect all eligible coffees from your menu.

coffees.

Q. Can Marsello to 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. 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 spedn 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. 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. 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. Retailers can set expiration dates for campaign and automation rewards. The expiration date for campaign/automation rewards is set for an "x" amount of days after the reward is claimed.

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

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