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Loyalty program training for staff: Adding customers to completed transactions and processing returns that contain a Marsello Discount

Updated yesterday

For Lightspeed Retail (X-Series) POS merchants
​
(Formerly known as Vend POS)

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Add a new 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

Lightspeed Retail (X-Series) POS admin interface showing the 'Customers' tab selected, with the 'Add Customer' option clicked to add a new customer.

2. Add your new customer's First Name, Last Name, Email Address, and Mobile Number*

Lightspeed Retail (X-Series) POS interface showing the 'Add Customer' form, with fields for entering the new customer's First Name, Last Name, Email Address, and Mobile Number.

πŸ“ 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 to update the customer's accepts 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.
​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 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.

Lightspeed Retail (X-Series) POS interface showing the 'Contact Information' section with the 'Opt-In to Receive Marketing and Promotional Emails' toggle. The toggle is set to ON for customers who accept marketing via email and SMS, syncing their preferences to their Marsello profile for eligibility to receive marketing from the store.
  • 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.

Lightspeed Retail (X-Series) POS interface showing the 'Opt-In to Receive Marketing and Promotional Emails' toggle set to OFF. This indicates that the customer does not accept marketing via email or SMS, and they will not receive email or SMS marketing from the store 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

Lightspeed Retail (X-Series) POS interface showing the 'Create New Customer' button clicked. The customer is added to both the Lightspeed and Marsello customer databases, including their details, marketing preferences, and sales data. The 'Sales History' section is then selected.


7. Find the customer's order, then click on the down arrow to open the order details


8. Click Edit

Lightspeed Retail (X-Series) POS interface showing the search for the customer's order in the 'Sales History' section. The down arrow next to the order is clicked to open the order details, and the 'Edit' button is selected to modify the order.

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.

Lightspeed Retail (X-Series) POS interface showing the 'Details' section, where the user can search for the customer by name or email address. The customer's profile is selected 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.

πŸ“ Note: This can take up to 15 minutes to sync across to Marsello.

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Add an existing customer to a completed transaction to reward points

1. In the Lightspeed Retail (X-Series) POS admin, click Sales History

Lightspeed Retail (X-Series) POS admin interface showing the 'Sales History' section clicked to view past transactions


2. Find the customer's order, then click on the down arrow to open the order details


3. Click Edit Sale

Lightspeed Retail (X-Series) POS interface showing the search for the customer's order. The down arrow next to the order is clicked to open the order details, and the 'Edit Sale' button is selected to modify the transaction.

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.

Lightspeed Retail (X-Series) POS interface showing the 'Details' section, where the user can search for the customer by name or email address. The customer's profile is clicked 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.

πŸ“ Note: This can take up to 15 minutes to sync across to Marsello.


Processing a return that contains 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.


Processing returns on 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:

Lightspeed Retail (X-Series) POS Sell Screen showing the 'Sales History' section. The user is searching for the sale to be returned using the customer's name or receipt number. The circular arrow icon next to the 'Sale Status' is clicked to initiate the return process.

4. The original sale is then pushed into the Sell Screen with opposite values:

Lightspeed Retail (X-Series) POS Sell Screen showing the original sale pushed into the screen with opposite values, indicating the return process with reversed amounts for the items.

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

Lightspeed Retail (X-Series) POS sales screen showing the process of manually adding the customer to the return sale. The image highlights the need for manual adjustments to ensure the refund amount matches the amount paid, due to the Marsello Discount product applied.
  • 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.

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Processing returns that contain a Marsello discount with 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:

Lightspeed Retail (X-Series) POS on iPad showing the process of processing returns that include a Marsello discount. The user taps the menu icon in the top left corner, selects 'Sales History,' locates the sale to be returned, and taps the circular arrow next to the sale details to initiate the return. The products and rewards are displayed 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 follow the next steps.

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How to give the reward back to the 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.

πŸ“ Note: Adjusting the customer's points balance is an optional step depending on your store's individual policies.

1. In your Marsello admin, go to Customers

2. Search for the customer by Name or Email Address

3. Select the customer by clicking on their Name


4. Under their customer profile, click Adjust points balance

5. Enter the number of points the reward redeemed on the purchase was worth:

Marsello admin interface showing the process of manually refunding loyalty points for a returned reward. The user navigates to the 'Customers' section, searches for the customer by name or email, selects the customer profile, clicks 'Adjust points balance,' and enters the number of points the reward was worth.

πŸ“ Note: This is the same amount of points that were used to redeem the loyalty reward.

[Optional]: Choose to send the customer a Points Earned Email
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If you would like to notify the customer of their updated points balance:

  • Select the tick-box next to Send points notification email to customer?

  • Add a short message in the text box to notify the customer why their points balance was updated e.g. Here are your loyalty points back that you used to redeem your reward.

πŸ’‘ Pro tip: Include the sale number in the message so your customer has a record of what these points earned were from.

Marsello admin screen showing the optional step to send a points notification email after adjusting a customer's points balance. The checkbox for 'Send points notification email to customer?' is selected, and a message is entered to explain the adjustment, including a pro tip to reference the sale number.

7. 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.

Marsello admin interface showing the 'Apply points adjustment' button being clicked to confirm a manual update to a customer's points balance. A confirmation that the adjustment will appear as a new entry in the customer's activity feed is displayed.

If you chose to send a Points Earned Email, the customer will be notified of their new points balance.

8. Click Spend points:

Marsello customer profile interface with the 'Spend' button highlighted, indicating the action to redeem customer loyalty points for a reward.

9. The Loyalty Widget will appear where you can spend the customer's points to give their reward back:

Marsello Loyalty Widget interface showing available rewards and the option to spend the customer's points to reissue a reward.

After clicking Redeem, the Reward will be added back to the customer's available Rewards so they can redeem it on another purchase.

Marsello interface confirming that after clicking 'Redeem,' the selected reward is added back to the customer’s available rewards list for future use.

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