Find answers to frequently asked questions about how customer engagement with your online store's loyalty program, data syncing, and other common questions related to WooCommerce.

Q: Does Marsello integrate with Wordpress?

A: Marsello integrates with WordPress through WooCommerce. WooCommerce is a plugin for WordPress that allows merchants to add e-commerce functionality to their WordPress-powered websites. With Marsello's integration with WooCommerce, merchants can seamlessly connect their online store on WordPress to leverage the loyalty and marketing automation features.

​Q: Can I connect multiple Woocommerce accounts to one Marsello account?

A: Currently you can connect one WooCommerce account to one Marsello account.

​Q: I am connecting my WooCommerce store to Marsello. Do I have to install a plugin in order for the sync to work as expected?

A. In order for the sync to work, you must do all of the following steps:

Q: What customer information does Marsello sync during the initial sync?

A: During the initial sync, Marsello captures essential customer details, including name, email, mobile number. As well as the basic customer details, Marsello also captures each customers'; total amount spent, their last purchase date, and the overall number of orders. This information contributes to populating your RFM analysis dashboard, providing insights into your customers' relationships with your store.

Q. Does Marsello sync the customer's birthday across during the initial sync?

A. No, the customer's birthday does not sync across to Marsello. If this is a feature you are interested in, please let our support team know if your interest.

Q: Can I access historical order information and segmentation data?

A: Currently, historical order information, including past product purchases, for segmentation purposes is a feature request. If you're interested in this functionality, please let our team know, and we'll consider adding it to our roadmap.

Q: How long does it typically take for data, such as an order, to sync from WooCommerce to Marsello?

A: Once connected, the customer and order data sync from WooCommerce to Marsello is designed to be as close to real-time as possible, with a maximum delay of approximately 15 minutes. This ensures that the information, including customers, orders and products are promptly available in your Marsello account for effective management and analysis.

Q: If my Woocommerce orders sync into my POS account, will this award double points for the same order?

A: No, we have implemented checks to prevent double point rewards for the same order. For instance, if an order is made on Woocommerce, the customer will earn points for their online order. If this WooCommerce order is synced into your POS account, they will not earn additional points and vice versa. This ensures that customers receive points only once for their order, maintaining fairness in the loyalty program.

Q. Does Marsello sync in real-time?

​A. Marsello syncs the customer, order & product data in real-time (via Webhooks). Marsello is looking into continuously syncing product categories (currently this is captured on the initial sync). More information about this sync will be announced shortly.

Q. I use Magnomint as a booking system with WooCommerce. Do you integrate with Magnomint?

A. Currently, we are not integrated in Magnomint. However, if this is an integration you are interested in, please reach out to our support team and let them know of your interest.

Q: Can I award customers points for leaving product reviews?

​A: Currently, we do not have the capability to automatically award points for product reviews in WooCommerce integration. However, you can manually award points to customers by accessing their profile. Additionally, we are exploring the possibility of integrating with Judge.me product reviews. If this feature interests you, please inform our support team so that we can register your interest and keep you updated on any developments.

​Q: What reward types are available for WooCommerce?

​A: For WooCommerce, you have access to a variety of loyalty rewards and email discount types. These include:

✅ $ off storewide
✅ % off storewide
✅ VIP assigned rewards and discounts
✅ $ off specific product
✅ $ off specific product collection
✅ % off specific product
✅ % off specific product collection
✅ Minimum spend rewards
✅ Free Shipping

Q: Can customers stack discounts on WooCommerce?

​A: No, currently stacking discounts is not supported. When Marsello creates a discount code for WooCommerce, it is configured to be non-combinable with any other discounts. This ensures that only one discount code can be applied per order.

Q: Can you exclude customers from the loyalty program automatically with WooCommerce?

A: No, it is not possible to blacklist customers as there is no built-in customer groups or tags feature available in WooCommerce. Without customer groups or tags, it becomes difficult to identify specific customer segments to exclude from the loyalty program or other targeted marketing efforts.

Q: Is there a loyalty program link (URL) that I can share with my customers?

A: Yes, you can easily generate a link to your loyalty program by adding "/?loyal" to the end of your online store URL. This link will automatically open the loyalty widget, allowing customers to access and engage with your loyalty program. You can use this link in various ways such as adding it to navigation menu items, using it in CTAs on your website, including it in emails, or sharing it on social media platforms. By using this link, you can conveniently direct customers to your loyalty program and encourage their participation.

Q: How are points awarded in WooCommerce?

A: Points are awarded when the payment status of a customer's order is marked complete.

Q. Are the points tied to the user account email or the billing email?

A. Points are tied to the user account email.

Q: Are loyalty points removed from a customer's points balance when the items are returned to the store?

​A: Points are removed from the customer's points balance when the payment status is marked as refunded.

Q. How do I change my WooCommerce settings so points are awarded when payment status is processed, rather than completed?

A. Currently, there isn't a feature that will allow you to update your WooCommerce settings to award points when the payment status is processed rather than completed. If this is a feature you'd like to see, please let our support team know.

Q. Can I create a tabless loyalty program in WooCommerce?

A. Yes, you can create a tabless program in WooCommerce. To create this, simply switch off launcher icon visibility in your Customer Portal settings and add your store's unique loyalty link (your store's domain + /?loyal) on button in your navigation menu.

Q. I'm creating a loyalty reward using the advanced options to whitelist specific product collections. However, I’ve noticed that the dropdown menu appears blank and I can’t scroll through the list. When I manually type a collection name, it does show up. Is this normal?

A. Yes, this is expected behavior. The dropdown menu may not display all collections for scrolling, but collections will appear as you begin typing their names.

Q: How does points blacklisting work in WooCommerce?

A: WooCommerce stores can blacklist both individual products and product collections.

✅Product blacklisting uses the Woocommerce ‘Product Name’
✅Product collection blacklisting uses the Woocommerce ‘Category Name’

Q: Which fields from the WooCommerce customer profile will sync with Marsello?

A: The fields that will sync from the WooCommerce customer profile to Marsello include the customer's first name, last name, email, mobile and address (synced from billing address on the order).

Q: What does Marsello use as the unique identifier for the customer?

A: Marsello uses the customer's email address as the unique identifier.

Q: Does Marsello sync marketing opt-in status from WooCommerce?

A: During the initial sync, all customers are marked as "does not accept marketing" status in Marsello. WooCommerce does not have a built-in marketing opt-in functionality, and therefore no marketing opt-in field on customer profiles.

> If you have a list of customers with opt-in records, please contact our support team. We can assist you in ensuring accurate opt-in preferences for your existing customers within Marsello.

​Q: How do I update my customer's marketing preferences? Do I do this in WooCommerce?

A: Currently WooCommerce does not have built-in marketing opt-in functionality. However, with the Marsello plugin, you can enable your customers to update their marketing preferences during the checkout process and on their account page. This allows you to effectively grow your email and SMS subscriber base.

​Q: If a customer is deleted in the WooCommerce admin, will they also be deleted from Marsello?

​A: Yes, if a customer is deleted in the WooCommerce admin, they will be automatically removed from your Marsello account as well.

Q: If a reward/email discount is added to a sale and then removed, does the customer still have access to that reward?

A: If a customer removes a reward or email discount from their sale, they will still have access to the discount code for future use. The customer can view their discount code in their loyalty profile. Please note, removing the discount code will not result in a refund of points.

Q: If a customer is created in WooCommerce, does Marsello create this customer in the POS?

A: No, currently, when a customer is created in WooCommerce, Marsello does not automatically create the same customer in the POS (Point of Sale) system. However, the customer information is created and stored within Marsello, allowing you to leverage it for your loyalty program and marketing efforts. If this sync interests you, please inform our support team so that we can register your interest and keep you updated on any developments.

Q. I'm migrating from BigCommerce to WooCommerce, will my customers marekting statuses reset in Marsello or will they remain the same?

A. As long as your customers marketing status remains the same during the migration, there will not be any changes in Marsello. Marsello uses the marketing status in your integration as the source of truth for your customer's marketing status. It is recommended to first export a copy of your customers' marketing status before the migration so you can spot-check. If you notice customer statuses changes after the migration, please reach out to WooCommerce support.

Q. I've just connected my WooCommerce store to Marsello but only some of my customers have synced across. Why is that?

A. If you have recently connected your WooCommerce store to Marsello and have noticed only some of you customers have synced across, it could be due to the customer not having a full WooCommerce account. The WooCommerce API does not sync guest customers across to Marsello. To confirm the missing customers are guest accounts, you can check this via customers section of your WooCommerce dashboard. If the customer does not have a clickable link on their name, this is a confirmed guest customer. If the custmoer does have a clickable link, please share the customer's name along with a screenshot of what you are seeing to the Marsello Support team for further investigation.

Q: Is there an abandoned cart automation feature available with WooCommerce integration?

A: Currently, an abandoned cart automation is not available for the WooCommerce integration. 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. I am trying to create a discount for my marketing automation. However each time I try to save the discount, I am receiving the error message "can't create a reward for the integration: WooCommerce". Why is this happening?

A. If you're trying to create a discount in your marketing automation and encounter the error message "can't create a reward for the integration," first check that your WooCommerce integration is connected and enabled in your Marsello dashboard. If your WooCommerce site is properly connected, go to your WooCommerce dashboard and ensure that the "Enable coupons" setting is turned on. You can find this option under Settings > Enable coupons. If it's not already selected, please enable it and save the changes.

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