For Lightspeed Retail (R-Series) Merchants
Formerly known as Lightspeed Retail
Connection
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 Lightspeed Retail (R-Series).
Q. I have just realized that I connected my Lightspeed Retail (R-Series) account to Marsello with non-owner permissions. How can I change this?
A. If you connected your account using non-owner permissions, you'll need to disconnect and reconnect the integration using owner credentials.
To disconnect R-Series from Marsello:
Go to Settings > Connections > Sales Platforms in your Marsello dashboard.
Click the Disconnect button next to your R-Series integration.
To reconnect:
Click the Connect button that appears after disconnection.
Log in using the owner credentials for your Lightspeed Retail (R-Series) account.
Q. Will my integration with Marsello automatically deactivate my Lightspeed Loyalty account on Lightspeed Retail (R-Series)?
A. No, your Marsello integration will not automatically deactivate your Lightspeed Loyalty account. However, we do recommend disabling Lightspeed Loyalty to avoid confusion between the two loyalty systems.
Q. Will data from my Lightspeed Loyalty account sync to Marsello when I connect Lightspeed Retail (R-Series)?
A. No, Marsello does not integrate with Lightspeed Loyalty, so data from your Lightspeed Loyalty account will not sync automatically.
If you'd like to carry over customer points from Lightspeed Loyalty to Marsello, you'll need to import the points manually using a customer points import.
Customers - General questions
Q. Can customers sign up using only their name and mobile number?
A: Customers can sign up for the loyalty program on Lightspeed Retail (R-Series) POS using just their first name and mobile number. However, they will still need to provide an email address to redeem loyalty rewards. The email serves as a unique identifier, allowing Marsello to match customer data across in-store and online activity.
Q. Which fields from the Lightspeed Retail (R-Series) customer profile will synchronize with Marsello?
A. The following fields sync from Lightspeed R-Series to Marsello:
First name
Last name
Email
Mobile number
Marketing preferences
Birthday
Address fields
Q. How long does it typically take for data, such as an order, to sync from R-Series to Marsello?
A. Data typically syncs in near real-time, with a maximum delay of around 10 minutes. This applies to orders and other customer-related data, allowing you to act on insights quickly.
Q: If a customer is deleted in the Lightspeed Retail (R-Series) admin, will they also be deleted from Marsello?
A: No. Deleting a customer in R-Series does not automatically remove them from Marsello. To remove the customer from Marsello, go to their customer profile and click Remove under Profile Actions.
Q: Does importing customers into Marsello automatically add them to my R-Series account?
A: No, importing customers into Marsello will not create them in your R-Series account. The sync only flows from R-Series into Marsello, not the other way around.
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. R-Series tags do sync for loyalty blacklisting purposes via Marsello Settings. However, they do not currently sync for segmentation. 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. 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. If I were to merge customer accounts in my POS integration, will this update sync across to Marsello?
A. No, merging accounts in your POS won’t automatically sync to Marsello. You’ll need to manually merge the profiles within Marsello:
Remove points from the account you plan to deactivate.
Unsubscribe that customer from Marsello.
Open the customer profile you’re keeping and manually add the points.
Q. Can I segment customers by a product's size or color? For example, I'm looking to see those customers who purchased a medium t-shirt.
A. Not currently. Marsello does not support segmentation based on product variants such as size or color. 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 have a question about syncing between Marsello and Lightspeed R-Series. Not all of our customers are loyalty members—will they still be synced to Marsello?
A. Yes, all customers in your Lightspeed R-Series database will sync to Marsello, even if they aren't loyalty members.
Q: How can a customer check their points balance or the rewards they have available?
A.
For omnichannel merchants (online + in-store):
Customers can log into their online store account to view points and available rewards. Alternatively, staff can check their balance at the POS during checkout.
For R-Series brick-and-mortar only merchants:
Customers can ask a staff member to check their points balance and rewards at checkout.
Customers - Accepts marketing questions
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. I imported a customer into Marsello and saw that they were created in Lightspeed Retail. However, the Accepts Marketing toggle in Lightspeed Retail wasn’t updated—even though the customer was opted into marketing in Marsello. Is this expected?
A: Yes, this is expected behavior. While Marsello creates the customer in Lightspeed Retail (R-Series), it does not update customer details—such as the Accepts Marketing toggle—after the initial creation.
Marsello is considered the source of truth for the customer’s marketing opt-in status.
📝 Note: If the marketing status is updated directly in Lightspeed R-Series, this update will sync to Marsello.
Customer segmentation
Q. Can I use product tags to manually create a product collection in Lightspeed Retail (R-Series) and use this for Marsello customer segmentation?
A. Currently, Marsello syncs across the product category for segmenting purposes. If you are using collections in your sales platform, you could use the Marsello custom tag feature as a work around. Simply use the importer to tag groups of customers and create your segment based on that tag.
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:
Add the products and the customer to the sale in your POS system.
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.
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. 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. 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. 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. 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.
Q. I'm finding that my loyalty discounts aren't working correctly. The total value being added to the order is just slightly more than the reward voucher.
A. If your loyalty discounts are slightly higher than the value set for the reward voucher, ensure that the Marsello Discount Product is marked as taxable.
Customer loyalty - 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 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. 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. Is it possible to stack discounts in Lightspeed Retail R-Series?
A. Currently, it is not possible to stack loyalty discounts in Lightspeed Retail R-Series. 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!
Customer loyalty - Loyalty automation
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 add the Loyalty Block to your automation email templates, or create a button that links to your unique loyalty profile URL. This allows customers to easily access their profile directly from your emails.
A: For R-Series brick-and-mortar only merchants:
Yes, the Loyalty Block is automatically included in default loyalty automation emails, such as Points Earned and Reward Unlocked. However, adding the loyalty program link to email campaigns (non-automation) is not currently 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. 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.
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 about Marsello's integration with Lightspeed Retail R-Series
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 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.
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. Can I sync customer information from Lightspeed Loyalty to Marsello?
A. Currently, there isn't an integration available with Lightspeed Loyalty and Marsello. This means that customer data (including birthday) will not sync across to Marsello once you have connected Lightspeed Retails (R-Series). However, if the team at Lightspeed is able to update the customer's birthday manually for you, the customer's birthday will sync across to Marsello.
Q. I am a Lightspeed Retail merchant and have LightspeedEcom connected. Sometimes we have customers come in-store and request to update their email address. When we make this change will it automatically sync across to LightspeedEcom?
A. If you need to update a customer's email address in Lightspeed Retail this update the customers email address in Lightspeed Retail and Marsello only. You will need to update the customer's email address in Lightspeed Ecom separately. Please note that both Lightspeed and Marsello use the customer's email address as the unique identifier. Having different email addresses in each connected sales platform will result in in the customer having multiple loyalty accounts.
Q. It looks like my Marsello discount codes are being sent to Lightspeed Retail R-Series and are monopolizing the list that we actively use for other discounts we offer. What would happen if we deleted the Marsello codes from that list to help organize this?
A. Currently, there is no feature to organize discount codes. If Marsello discount codes are removed from Lightspeed Retail R-Series, customers will no longer be able to use them.
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.
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