For Lightspeed Retail (X-Series) POS brands
(Formerly known as Vend POS)
How do I add a customer to a completed transaction to reward points?
1. In the Lightspeed Retail (X-Series) POS admin, click on the Customers tab and select Add Customer.
2. Add your new customer's First Name, Last Name, Email Address, and Mobile Number*
📝 Please note: Only First Name, Last Name, and Email address are required information for your customers to be added to your Marsello customer database.
The mobile number is optional. Should you choose to collect mobile numbers, ensure the country code is included and no other formatting such as spaces, brackets, or hyphens.
You can also collect the customer's birthday by clicking Show more fields and entering their date of birth.
How do I update a customer’s marketing preference?
When a new customer makes a purchase in-store, the staff member will ask if they would like to create a store account. It is very important that during this process, the staff member asks the customer if they want to receive marketing sent via email and SMS.
⚠️Important: By default, customers do not accept marketing, they need to opt-in to be able to receive marketing sent via Marsello.
3. Under Contact Information, next to Opt-In to Receive Marketing and Promotional Emails you can easily opt-in your customer in to receive marketing or not.
If they accept marketing via email and SMS, toggle Opt-In to Receive Marketing and Promotional Emails to ON. The customers who accept marketing preferences will then be synced into their Marsello profile, and they will be eligible to receive email and SMS marketing from your store sent via Marsello.
If they don't accept marketing via email and SMS, please ensure the Opt-In to Receive Marketing and Promotional Emails toggle remains OFF. This customer will not receive email or SMS marketing from your store sent via Marsello.
5. Click Create New Customer and the customer will then be added to your Lightspeed Retail (X-Series) POS customer database. The customer will also be automatically added to your Marsello customer database, including their details, accepts marketing preferences, and sales data.
6. Click Sales History
7. Find the customer's order, then click on the down arrow to open the order details
8. Click Edit
9. Under Details, next to the Customer's name, search for them by name or email address and click on their profile to add them to the sale.
10. Click Save changes. The customer will now appear in the order's details in Lightspeed Retail (X-Series) POS and they will earn loyalty points for the sale.
📝 Note: This can take up to 15 minutes to sync across to Marsello.
How do I add an existing customer to a completed transaction to reward points?
1. In the Lightspeed Retail (X-Series) POS admin, click Sales History
2. Find the customer's order, then click on the down arrow to open the order details
3. Click Edit Sale
4. Under Details, next to the Customer name, search for them by name or email address and click on their profile to add them to the sale.
5. Click Save changes. The customer will now appear in the order's details in Lightspeed Retail (X-Series) POS and they will earn loyalty points for the sale.
📝 Note: This can take up to 15 minutes to sync across to Marsello.
How do I process a return with a Marsello discount in Lightspeed Retail (X-Series) POS?
Before you get started
Here are some key details to note about processing a return that contains a Marsello discount in Lightspeed Retail (X-Series) POS:
This process is required for retailers using Lightspeed Retail (X-Series) POS on Google Chrome.
Giving the reward back is an optional step depending on your store's individual policies.
⚠️ Important: This Chrome extension experience is now a legacy process. To enhance the experience for both staff and customers, contact the Marsello team to start using POS prompts to create an embedded and seamless solution.
How do I process returns in Lightspeed Retail (X-Series) POS on Google Chrome?
1. From your Lightspeed Retail (X-Series) POS Sell Screen, navigate to Sales History
2. Search for the sale to be returned using the customer's name or receipt number
3. Click the circular arrow icon to the right of the Sale Status:
4. The original sale is then pushed into the Sell Screen with opposite values:
5. Use the Trash icon to remove products that the customer is not returning
6. Click Refund to complete the process. Choose the customer's payment method or process the refund as per your store's unique policies.
Depending on your store's tax settings, you may need to do this process manually:
Since Marsello adds the discount through the Marsello Discount product, the return must be processed manually on Lightspeed Retail (X-Series) POS in order to ensure the amount paid matches the amount to refund.
Add the customer to the sale through your Lightspeed Retail (X-Series) POS sales screen
Search and add the products your customer is returning to the sale.
Adjust the following product details to match the original purchase:
Adjust the product quantity to a negative
Update the price of the item to match the amount they paid
Include the receipt number of the original transaction as a note
Click the Pay button to complete the transaction. You will be taken to the payment screen.
If the current register you are using is set up to print receipts, the receipt(s) will automatically be printed after refunding payment and hitting the Complete Sale button.
How do I process returns with a Marsello discount in Lightspeed Retail (X-Series) POS for iPad?
On iOS, Marsello is able to add the discount to a sale by applying the discount directly to the items in the sell screen. Returns are processed automatically and do not require any additional steps.
1. In Lightspeed Retail (X-Series) POS, tap the menu icon in the top left corner
2. Tap Sales History
3. Locate the sale you need to return
4. Tap the circular arrow to the left of the sale details to initiate a return
5. The products and reward will appear on the screen to refund the amount paid by the customer
6. Tap Refund to finalize the return.
If you wish to have the customer's points returned, continue to the next section.
How do I give a reward back to a customer?
If the refund included a loyalty reward as part of the order, you'll need to refund the customer's loyalty points for that reward discount.
📝 Note: Adjusting the customer's points balance is an optional step depending on your store's individual policies.
You can use the Customer actions button to make a manual points adjustment on a customer's account.
1. From your app admin, go to Customers > All Customers and click into the customer's account you need to update and from the drop-down button of the Actions button select adjust points balance.
2. A popup form will appear allowing you to add or remove points from the customer's points balance.
To increase the customer's points, enter the number of points you would like to add to their balance
📝 Note: This is the same amount of points that were used to redeem the loyalty reward.
3. Choose to send the customer a Points Earned Email (Optional).
If you would like to notify the customer of their updated points balance:
Select the tick-box next to Send points notification email to the customer?
Add a short message in the text box to notify the customer why their points balance was updated.
4. Click Apply points adjustment to confirm the points adjustment. The customer's points balance will automatically be updated. The manual points adjustment will display as a new line on the customer's activity feed.
If you choose to send a Points Earned Email, the customer will be notified of their new points balance.
💡 Pro tip: Include the sale number in the message so your customer has a record of what these points earned were from.
5. From the Customer Actions drop-down, select the Open Customer Portal button when you need to claim a loyalty code on behalf of the customer. This will open up the Customer Portal. Select the Redeem tab. Here you will see a listing of all available rewards. Select the one the customer needs to claim.
6. Your customer's unique loyalty code will appear in the Customer Portal ready for use.
📝 Note: If the customer does not need to use the code now, no problem. The code will sit in the loyalty widget until ready for use or expiration, whichever comes first.
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