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Lightspeed Retail (R-Series) common questions
Lightspeed Retail (R-Series) common questions

Answers to frequently asked questions about loyalty features, data syncing, and more all related to Lightspeed Retail (R-Series) POS.

Updated today

For Lightspeed Retail (R-Series) Merchants

Formerly known as Lightspeed Retail


Q: Do I need to have specific Lightspeed Permissions to connect Marsello to R-Series?
A: Yes, you need to have "Owner" Permissions to connect Marsello to R-Series.


Q: Can customers sign up using only their name and mobile number?

A: While customers can sign up for the loyalty program on Lightspeed R-Series POS using their first name and phone number, it is important to note that customers will still need to provide an email address to redeem loyalty rewards. The email address serves as a unique identifier in eCommerce platforms, allowing the customer to be matched across both in-store and online activities.

Q: Which fields from the R-Series customer profile will synchronize with Marsello?

A: The fields that will sync from the R-Series customer profile to Marsello include the customer's first name, last name, email, mobile, marketing preferences, birthday, and address fields.

Q: Can I utilize these fields to segment my customers?

A: Absolutely! You can utilize all these fields to segment your customers in Marsello. Keep in mind that only customers who have given their consent to receive marketing communications will be included in the segmentation. This ensures compliance with privacy regulations and provides a targeted approach to your marketing efforts.

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

A: The data sync from R-Series to Marsello is designed to be as close to real-time as possible, with a maximum delay of approximately 10 minutes. This ensures that the information, including orders, is promptly available in your Marsello account for effective management and analysis.

Q: If a customer is deleted in the R-Series admin, will they also be deleted from Marsello?

A: No, if a customer is deleted in the R-Series admin, they will be not automatically removed from your Marsello account. To remove the customer in Marsello please go into their customer profile and click remove under their profile actions.

Q: Does importing customers into Marsello automatically add them to my R-Series account?

A: No, importing customers into Marsello does not automatically add them to the R-Series account.

Q: What should be done if the CSV file of the customer database is not present in R-Series?

A. In such cases, please import the CSV file directly into R-Series.

Q: Do R-Series customer tags sync into Marsello?

A. While R-Series customer tags do sync through for blacklisting from Loyalty via Settings, it is important to note that they do not currently sync through for segmentation in Marsello. However, if you are interested in having this feature added, please let our team know, and we can consider it as a feature request for future enhancements ✨

Q. Does the "call" option under the marketing status section in POS the same as opting into SMS?

A. Yes, the call option under the marketing status section will opt the customer in for SMS marketing messages.

Q. If I have an account with 4 Lightspeed R-Series (separate domains) connected, if I create a customer account on one, will this create the account on the other 3?

A. Yes, any time a customer is created in Marsello, the system will automatically create an account for them in the other R-Series accounts.

Q. I am using Lightspeed Retail (R-Series) and WooCommerce. If I create a customer in R-Series, will this customer also be generated in WooCommerce?

A. Yes, if you create a customer in Lightspeed Retail (R-Series) and have a WooCommerce connection enabled, the system will automatically create an account for the customer in WooCommerce.

Q. If I were to merge customer accounts in my POS integration, will this update sync across to Marsello?

A. If you merge customer accounts in your POS, this will not sync across to Marsello. You will need to perform a manual merge in your Marsello app admin. To begin the process you will need to remove any points from the customer's account that you will be unsubscribing and then unsubscribe the account from Marsello. Next, you will need to open the customer's account that you are keeping and manually add those points to this account.

Redeeming rewards and email discounts on R-Series

Q: How can I access a customer's loyalty profile to redeem rewards during a sale?

A: To access a customer's loyalty profile and redeem rewards during a sale, follow these steps:

  1. Add the products and the customer to the sale in your POS system.

  2. On the sales screen, locate and click the Loyalty button. This action will open the customer's profile, displaying their points balance, available rewards, and email discounts.

  3. To redeem a reward or email discount, simply click the "redeem" option next to the desired item. This will add the reward or email discount to the sale.

Note: If you don't see a loyalty button on your POS sales screen, please follow these step-by-step instructions: How to add Marsello to your Lightspeed Retail R-Series POS Sales Screen. This will guide you through the process of adding the loyalty button for seamless access to customer loyalty profiles during a sale.

Q. Can I apply more than one loyalty reward to an order in R-Series?

A. Currently, there isn't a feature available that will allow you to stack rewards.

Q. Can I apply more than one discount to a single item, for example a senior discount and a Marsello reward?

A. Currently, it is not possible to apply more than one discount to a single item. However, if this is something of interest, please reach out to our support team and let them know of your interest.

Q. If I add a customer's reward to the sale at checkout and then cancel the sale, what happens to the reward?

A. Once a reward is added to a sale it is marked as redeemed in Marsello. You can manually return the points cost of the reward to the customer via your Marsello app admin which will make the reward redeemable again for later use on the customer's loyalty account.

Q. If a reward is claimed/redeemed in-store, is it expected that the "Reward Discount automation" is not sent on in store claims?

A. Yes, this is expected behavior as the claim and redemption is happening at the same time at POS. The automation will send if the reward is in a claimed state.

Q. When a reward is applied to an order, is the discount off the entire order or the most expensive item?

A. The reward will come off the most expensive item in the cart.

How customers view their loyalty profile

Q: How can a customer check their points balance or the rewards they have available?

A: For omnichannel merchants (online + in-store)

  • If the customer has created a customer account on your online store, they can log in and view their points balance and available rewards. Or, customers can check their points by asking the staff member in-store at checkout.

A: For R-Series brick-and-mortar only merchants:

  • For brick-and-mortar stores, customers can check their points by informing the staff member at checkout.

Q: Can I send customers an update on their points balance?

A: Yes, you can enable the Points Earned automation to automatically notify the customer when they earn points, their new points balance and how far away they are from their next reward.

You can also add the customer's points balance, VIP tier and referral link to any campaign or automation by adding loyalty merge tags to your email template or SMS message.

Q: Is there a loyalty program link that I can add to my emails so customers can access their loyalty profile easily?

A: For omnichannel merchants (online + in-store)

Yes, you can include the 'Loyalty block' in automation email templates or add a button and add your unique loyalty link as the URL.

A: For R-Series brick-and-mortar only merchants:

Yes, you can include the 'Loyalty block' in automation email templates. This is automatically included in the default email templates for the loyalty automations, like points earned and reward unlocked automations. However, the ability to link your loyalty program in an email campaign is a feature request, please let our support team know to register your interest in this feature.

Q. How do I tell customers they have available rewards?

A. Yes, you can enable the reward unlocked automation, which will notify customers as soon as they have enough loyalty points to claim a reward. This automation includes a loyalty button "Check Rewards" that customers can click to view their loyalty profile.

Loyalty Rewards

Q. Is it possible to customize the discount title in R-Series?

A. Currently, there isn't a feature that will allow you to customize the discount title. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.

Q. Can I change the name of the loyalty button on POS screen to it suits my rewards program better?

A. Yes, R-Series merchants can change the menu title of their loyalty button when adding Marsello to the POS sales screen. Please be sure the link you use for this button is from

your Marsello account so that it works the same way

Q. When a customer claims a discount from an email campaign/automation, will this discount appear in my R-Series discount list?

A. Yes, once a customer clicks the discount call to action button from a campaign/automation, a unique reward code will be generated for the customer's use. This code will also appear on your discount list.

Compatible devices

Q: Which devices are compatible with Marsello's integration with R-Series?

A: Marsello's integration with R-Series is designed to work seamlessly on desktop devices and iPads. However, please note when using Marsello on an iPad, the following criteria must be met:

  • Must be using the ‘older’ POS screen of R-Series. This is accessed via the Settings > Sales tile.

  • Staff must have "Manager" permissions to access the Settings > Sales tile screen.

General Questions

Q. Is there a way I can check to see if I am using an older POS screen of R-Series on the iPad?

A. If you select the help button, you will be prompted to upgrade your POS if you are on the older version.

Q. Is there a way to remove Lightspeed Loyalty’s “Loyalty” button from the POS sales screen?

A. Yes, you can easily remove the loyalty button from the POS sales screen in R-Series. Please follow this link for more details on how to add and remove this button.

Q. I am using a third-party app, Accumula, to sync my Shopify orders over to Lightspeed R-Series. Does this cause any interruptions or double rewards?

A. Accumula will manage inventory & pick up/ delivery, etc and will not affect loyalty or marketing.

Q. I am migrating from Lightspeed X-Series to Lightspeed R-Series and want to make sure that customers do not earn points from the imported sales. What is the best way to do this?

A. It is best to disable Lightspeed X-Series in Marsello while you import sales into Lightspeed R-Series. Once the import is complete, you can enable Lightspeed R-Series in Marsello.

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