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Loyalty program training: Heartland Retail POS

Heartland Retail POS: Add customers, award points for purchases, and redeem rewards seamlessly within the sales screen.

Updated over 2 weeks ago

For Heartland Retail POS merchants

Register new customers in-store via your Heartland Retail POS sales screen. Ensure seamless point earning for every purchase made by your in-store customers and empower your staff to efficiently redeem customers' loyalty rewards or email discounts at checkout.

Before you start


Add a new customer to your customer database

To add a new customer to your Marsello customer database, all you need to do is add the new customer to the sale in Heartland Retail POS.


1. Add the customer's products that they want to buy to the sale.


2. Click Add customer, then click + Add customer

Instructions to add a new customer to Marsello by adding them to a sale in Heartland Retail POS: add products to the sale, click 'Add customer,' then click '+ Add customer'.

3. Add your new customer's details:

  • First Name

  • Last Name

  • Email Address (required)

  • Mobile number

Form fields to enter new customer details: First Name, Last Name, Email Address (required), and Mobile Number.

πŸ“ Note:

  • Only First Name, Last Name, and Email are required for adding customers to your Marsello database. Email address is the unique identifier that is used to match customer profiles with any other sales channels you have connected e.g. Shopify eCommerce, WooCommerce etc.

  • Mobile number: When collecting mobile numbers, please include the country code and avoid any additional formatting like spaces, brackets, or hyphens.


Capture customer's marketing opt-in preference

When a new customer makes an in-store purchase, it's important that staff ask if they want to join their database and receive marketing via email and SMS.

⚠️ Important: By default, customers do not accept marketing, and they must opt-in to receive marketing through Marsello.

1. In the customer details page, under Accepts Marketing: you can use the drop-down to indicate the customer's marketing preferences.

  • If they accept marketing via email and SMS: Set the drop-down to YES
    The customer will be able to receive store emails and SMS marketing via Marsello.

Customer details page showing the 'Accepts Marketing' drop-down, where selecting 'YES' allows the customer to receive marketing emails and SMS via Marsello.
  • If they don't accept marketing via email and SMS: Set the drop-down to NO.
    The customer will not receive store emails or SMS marketing via Marsello.

πŸ“ Note: If the staff member leaves this field blank, the customer will also be set to doesn't accept marketing.

Customer details page showing the 'Accepts Marketing' drop-down set to 'NO,' indicating the customer will not receive marketing emails or SMS via Marsello.

2. Click Return to sale, the customer will then be added to the sale.
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3. Complete the sale. The customer will be automatically added to your Marsello customer database, including their details, accepts marketing preference, and sales data.


Award loyalty points for in-store purchases

For customers to earn loyalty points for their purchase, simply add the customer to the sale in Heartland Retail POS
​

1. Add the customer's products that they want to buy to the sale


2. Click Add customer

Instructions to earn loyalty points: add the customer's products to the sale in Heartland Retail POS, then click 'Add customer' to associate the customer with the sale.

3. Add your customer to the sale by searching for them by name or email address

4. Click the Customer's ID to add them to the current sale

Search for a customer by name or email address and click the customer's ID to add them to the current sale.

πŸ“ Note: If the customer is not part of your database yet, tap + Add a new customer to create their customer profile. Follow these steps.

5. Complete the sale. When the sales is complete, the customer will automatically receive their loyalty points.


Redeem rewards during the sale

You can redeem available loyalty rewards and email discounts easily from the sales screen.

1. Add the customer's products that they want to buy to the sale, then click Add customer


2. Add your customer to the sale by searching for them by name or email address

3. Click the Customer's ID to add them to the current sale

Sales screen showing how to redeem loyalty rewards and email discounts: add products to the sale, click 'Add customer,' search for the customer by name or email, then click the customer's ID to add them to the sale.

4. Click the Show Rewards button at the bottom of the sales screen

Sales screen with the 'Show Rewards' button located at the bottom, ready to be clicked.

This will open the customer's loyalty profile, here you can view the loyalty reward(s) or email discount(s) they have available.

πŸ“ Note: To open the loyalty profile and access the Check Rewards button, the customer profile must contain a valid email address. Marsello uses the email address as a unique identifier for this purpose.

5. Click Redeem next to the discount title to add it to the sale.

Click the 'Redeem' button next to the discount title to apply the discount.

6. The discount will then automatically be added to the sale.

Confirmation that the discount has been automatically added to the sale.

When a customer redeems a discount as part of their order:

  • If they used a loyalty reward: the reward's loyalty points cost will be deducted from their points balance, and the discount will be applied to the sale.

OR

  • If they used an email discount: the discount code will be removed from their account to prevent further use.

7. Complete the sale. Upon completing the sale, customers will earn loyalty points based on their new order total, excluding the discount amount.


Your customers' experience

New Customers

When you complete the sale, the customer is added to your loyalty program and Marsello customer database. Along with their purchase, they automatically earn loyalty points, and if you have the "Earned Points" email notification enabled, they will receive an email notifying them about the points they've earned, their updated loyalty points balance, and the number of points required to reach their next reward.

Plus, if the customer accepts marketing, they become eligible to receive your upcoming marketing campaigns and automation, providing a better engagement experience.
​

Existing Customers

When you complete the sale, they automatically earn loyalty points, and if you have the "Earned Points" the "Earned Points Email" feature turned on, they will automatically receive an email notifying them of the points they've earned for their recent purchase and the number of points required to reach their next reward.

Encouraging your staff to prompt customers to use their rewards at the point of sale creates a positive and delightful experience for customers, leaving them pleasantly surprised and fostering stronger customer loyalty.

Points earned email example

Explanation that upon completing the sale, customers automatically earn loyalty points and receive an email notification if 'Earned Points Email' is enabled. Encourages staff to remind customers to use their rewards at checkout to enhance customer experience and loyalty.

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