Lightspeed Retail (R-Series) Common Questions
Updated over a week ago

For Lightspeed Retail (R-Series) Merchants

Formerly known as Lightspeed Retail

Find answers to frequently asked questions about accessing loyalty features during a sale, data syncing, and other common questions related to Lightspeed Retail (R-Series) POS.

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.

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 they 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.

How do I tell customers they have available rewards?

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.


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

A: While merchant 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: Yes, if a customer is deleted in the R-Series admin, they will be automatically removed from your Marsello account as well.

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?

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

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

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 ✨

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 running version 2.10 or later of the Lightspeed Retail POS (R-Series) iPad app on iOS 10 or later.

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

  • Must have Safari open in the background for the Marsello loyalty profile extension to open successfully.

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