Integration
Q. Does Marsello integrate with Wordpress?
A. es, Marsello integrates with WordPress via WooCommerce—a plugin that adds eCommerce functionality to WordPress-powered websites. This integration enables you to connect your WooCommerce store to Marsello and use its loyalty and marketing automation features.
Q. Can I connect multiple Woocommerce accounts to one Marsello account?
A. No, currently only one WooCommerce account can be connected to each 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. Yes, both of the following steps are required for the sync to function correctly:
Initial connection: Sets up webhooks to sync customers and orders
Plugin installation: Adds the Marsello widget script to your online store
Q. How long does it typically take for data, such as an order, to sync from WooCommerce to Marsello?
A. Once connected, data syncs are designed to be near real-time, with a maximum delay of around 15 minutes. This includes syncing customers, orders, and product information to your Marsello account.
Q. If my Woocommerce orders sync into my POS account, will this award double points for the same order?
A. No. Marsello has built-in checks to prevent double-point rewards. For example, if a customer earns points from an order placed via WooCommerce, they will not receive additional points if that order also appears in your POS system.
Q. Does Marsello sync in real-time?
A. Marsello syncs customer, order, and product data in real-time using webhooks. Product category syncing currently occurs during the initial sync only, but ongoing sync support is in development.
Q. I use Magnomint as a booking system with WooCommerce. Do you integrate with Magnomint?
A. Currently, we are not integrated in Magnomint. If this is something you'd like to see added, feel free to vote for this integration. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
Customers
Q. Can I access historical order information and segmentation data?
A. Currently, accessing historical order data (including past product purchases) for segmentation is not supported. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
Q. What customer information does Marsello sync during the initial sync?
A. Marsello captures essential customer details during the initial sync, including:
First and last name
Email address
Mobile number
Total spend
Last purchase date
Total number of orders
This data is used to populate your RFM analysis dashboard, helping you better understand and engage your customer base.
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 something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
Q. Which fields from the WooCommerce customer profile will sync with Marsello?
A. The following fields are synced from WooCommerce to Marsello:
First name
Last name
Email
Mobile number
Billing address (used as the customer address in Marsello)
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. By default, all customers are marked as "does not accept marketing" during the initial sync because WooCommerce does not natively include marketing opt-in functionality.
If you maintain a separate list of customer opt-in preferences, please contact our support team—we can help update these statuses in Marsello.
Q. How do I update my customer's marketing preferences? Do I do this in WooCommerce?
A. Since WooCommerce lacks built-in marketing opt-in fields, Marsello provides a solution. With the Marsello plugin, customers can update their preferences at checkout and on their account page—helping you grow your subscriber list for email and SMS marketing.
Q. If a customer is deleted in the WooCommerce admin, will they also be deleted from Marsello?
A. Yes, deleting a customer in WooCommerce will automatically remove them from your Marsello account.
Q. If a customer is created in WooCommerce, does Marsello create this customer in the POS?
A. No, Marsello does not sync newly created WooCommerce customers into your POS. However, their profile will still be created in Marsello and can be used for loyalty and marketing. If POS sync is important to you, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
Q. I'm migrating from BigCommerce to WooCommerce, will my customers marekting statuses reset in Marsello or will they remain the same?
A. If your customer marketing statuses remain unchanged during migration, Marsello will retain the same statuses. Marsello treats your store’s marketing status as the source of truth. We recommend exporting your marketing data before migrating, so you can validate it afterward. If you notice discrepancies, contact 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. WooCommerce guest customers do not sync via the API, which may explain the discrepancy. To check if a customer is a guest:
Navigate to your WooCommerce Customers section.
If the customer’s name is not a clickable link, they’re a guest and won’t sync.
If the name is clickable and they still haven’t synced, please send their name and a screenshot to Marsello Support for further investigation.
Loyalty - Earning points
Q. Can I award customers points for leaving product reviews?
A. Currently, automatic points for product reviews are not supported in the WooCommerce integration. However, you can manually award points by accessing a customer’s profile. We're also exploring an integration with Judge.me reviews—if you're interested, please contact our support team to register your interest and receive updates.
Q.Can you exclude customers from the loyalty program automatically with WooCommerce?
A. No, WooCommerce does not support customer groups or tags by default, so there's currently no way to automatically exclude specific customers from the loyalty program.
Q. Is there a loyalty program link (URL) that I can share with my customers?
A. Yes! You can generate a link to your loyalty program by adding /?loyal to the end of your store’s URL. This will open the loyalty widget directly. Use this link in navigation menus, buttons, emails, or on social media to encourage customer engagement.
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. Yes. If the payment status of an order is changed to Refunded, the points earned from that order are automatically removed from the customer's balance.
Q. How do I change my WooCommerce settings so points are awarded when payment status is processed, rather than completed?
A. Currently, this setting cannot be changed. If awarding points at “Processed” status is important to you, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
Q. Can I create a tabless loyalty program in WooCommerce?
A. Yes! You can create a tabless loyalty experience by disabling the launcher icon in your Customer Portal settings. Then, add your unique loyalty link (yourstore.com/?loyal) to your website’s navigation menu or buttons to give customers direct access to the program.
Loyalty - Rewards
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 a specific product
✅ $ off a specific product collection
✅ % off a specific product
✅ % off a specific product collection
✅ Minimum spend rewards
✅ Free Shipping
Q. Can customers stack discounts on WooCommerce?
A. No, stacking discounts is not supported. Marsello discount codes for WooCommerce are configured to be non-combinable, so only one discount code can be applied per order.
Q. If a reward/email discount is added to a sale and then removed, does the customer still have access to that reward?
A. Yes. Even if a reward or discount is removed from a sale, the customer retains access to the discount code for future use. They can view their discount codes in their loyalty profile. Please note that removing the discount code does not refund any points spent.
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’
📝 Note: Customer blacklisting is not currently available through Marsello. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
Marketing Features
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. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
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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