Shopify POS: Staff training: How to remove a discount code from the sale

Customers may occasionally change their minds after redeeming a loyalty reward at checkout. If a reward discount has already been applied to a Shopify POS sale, staff can remove the discount and manually return the customer’s loyalty points.

This guide walks staff through the process step-by-step.

Before you get started

Your first connected site (eCommerce or POS) is included with the Marsello Pro Plan.

Additional sites are available on eligible Marsello plans.

How to remove a reward discount from a Shopify POS sale

Step 1: Remove the discount from the sale

In Shopify POS:

1. Locate the discount applied to the sale.
2. Swipe left across the discount item.
3. Remove the discount from the transaction.

This removes the loyalty reward discount from the active sale.

Step 2: Open Marsello

To access the customer’s loyalty profile:

• Open Marsello in Google Chrome
• OR tap the Sell more… Marsello tile in Shopify POS to log in

Step 3: Find the customer profile

1. In Marsello, go to:
   Customers > All Customers
2. Search for the customer by:
   • Name
   • Email address

Step 4: Return the customer’s loyalty points

1. Open the customer profile.
2. Click:
   Adjust points balance
3. Add back the number of points the customer originally spent to redeem the reward.

The customer’s points balance will update immediately.

Optional: Notify the customer

You can optionally send a notification email confirming the points adjustment.

To do this:

• Check:
  Send points notification email to customer
• Add a short message explaining the adjustment

Quick Tip: Include the order number or sale details in the message for easy reference.

Summary

If a customer no longer wants to use a loyalty reward in Shopify POS:

• Remove the discount from the sale
• Open the customer profile in Marsello
• Manually return the redeemed points
• Optionally notify the customer by email

This ensures the customer keeps their points balance accurate and can redeem a different reward later.

Need help?

If you need assistance, contact the Marsello support team via:

• The in-app chat icon
• Email: help@marsello.com