Find answers to frequently asked questions about customer engagement with your online store's loyalty program, data syncing, and other common questions related to Ecwid.
Integration
Q. Are there any requirements to connect Ecwid to Marsello?
A. You must be on Ecwid 'Venture' plan, which starts at a minimum of $15 per month, or higher plans to connect.
Q: Can I connect multiple Ecwid accounts to one Marsello account?
A: Currently you can connect one Ecwid account to one Marsello account.
Q: How long does it typically take for data, such as an order, to sync from Ecwid to Marsello?
A: The data sync from Ecwid to Marsello is designed to be as close to real-time as possible, with a maximum delay of approximately 15 minutes. This ensures that the information, including customers, orders and products are promptly available in your Marsello account for effective management and analysis.
Q: If my Ecwid orders also sync into my POS account, will this award double points for the same order?
A: No, we have implemented checks to prevent double point rewards for the same order. For instance, if an order is made on Ecwid, the customer will earn points for their online order. If this Ecwid order is synced into your POS account, they will not earn additional points and vice versa. This ensures that customers receive points only once for their order, maintaining fairness in the loyalty program.
Q. I am using Lightspeed Retail (X-Series) POS, can I connect Ecwid by Lightspeed as my eCommerce integration?
A. Yes, you can connect Ecwid by Lightspeed as your eCommerce integration. Having both integrations enabled in Marsello will allow customers to earn points both in-store and online as well as redeem rewards in both places. Be sure that customers have an account in both integrations using the same email address as Marsello uses the customer's email address as the unique identifier.
Q. If I migrate my store from BigCommerce to Ecwid by Lightspeed, can I also migrate existing Marsello codes from BigCommerce to Ecwid by Lightspeed?
A. Currently, existing Marsello codes would not migrate across and be eligible for use in ECWID. Please reach out to our support team for further assistance with updating those existing codes so they maybe used in Ecwid by Lightspeed.
Customers
Q: Which fields from the Ecwid customer profile will sync with Marsello?
A: The fields that will sync from the Ecwid customer profile to Marsello include the customer's first name, last name, email, mobile and marketing opt-in preference.
Q: What does Marsello use as the unique identifier for the customer?
A: Marsello uses the customer's email address as the unique identifier.
Q: Does Marsello sync marketing opt-in status from Ecwid?
A: During the initial sync, Marsello retrieves all customers that are part of your Ecwid account, collecting full name, email, and their marketing op-tin status.
If you also have another list of customers with opt-in records, please contact our support team. We can assist you in ensuring accurate opt-in preferences for your existing customers within Marsello.
Loyalty settings
Q: Can I award customers points for leaving product reviews?
A: Currently, we do not have the capability to automatically award points for product reviews in Ecwid integration. However, you can manually award points to customers by accessing their profile. Additionally, we are exploring the possibility of integrating with Judge.me product reviews. If this feature interests you, please inform our support team so that we can register your interest and keep you updated on any developments.
Q: What reward types are available for Ecwid?
A: For Ecwid, you have access to a variety of loyalty rewards and email discount types. These include:
✅ $ off storewide
✅ % off storewide
✅ Minimum spend rewards
✅ Free Shipping
Q: How are points awarded in Ecwid?
A: Points are awarded when the payment status of a customer's order is Paid.
Q: If a reward/email discount is added to a sale and then removed, does the customer still have access to that reward?
A: If a customer removes a reward or email discount from their sale, they will still have access to the discount code for future use. The customer can view their discount code in their loyalty profile.
Please note that removing the discount code will not result in a refund of points.
Q: Can customers stack discounts on Ecwid?
A: No, currently stacking discounts is not supported. When Marsello creates a discount code for Ecwid, it is configured to be non-combinable with any other discounts. This ensures that only one discount code can be applied per order.
Q: Is there a loyalty program link (URL) that I can share with my customers?
A: Yes, you can easily generate a link to your loyalty program by adding "/?loyal" to the end of your online store URL. This link will automatically open the loyalty widget, allowing customers to access and engage with your loyalty program. You can use this link in various ways such as adding it to navigation menu items, using it in CTAs on your website, including it in emails, or sharing it on social media platforms. By using this link, you can conveniently direct customers to your loyalty program and encourage their participation.
Q: The loyalty widget isn't displaying on my homepage?
A. The loyalty widget is automatically installed on your Ecwid online store, but it won't appear on your homepage due to limitations. It will display on all other pages on your online store including product, my account and checkout pages. Currently, there is no workaround for this limitation, if there are any updates from Ecwid to allow this, we'll be sure to let you know once this is available.
Q. Is it possible to blacklist specific customer groups from earning points through Ecwid?
A. No, it isn't possible to blacklist specific customer groups from earning points.
Q. Can I create a tabless loyalty program with ECWID?
A. Currently, it isn't possible to create a tabless loyalty program for your ECWID site. However, if this is a feature you are interested in, please reach out to our support team and let them know of your interest.
Marketing Features
Q: Is there an abandoned cart automation feature available with Ecwid integration?
A: Currently, an abandoned cart automation is not available for the Ecwid integration. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊
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