Common questions about adding, updating, managing, and removing customers in your Marsello database.
📝 Note: There may be a delay of up to 15 minutes for the sync to complete. If the sync is taking longer, please confirm the integration you have made the update in is enabled in Marsello. If it is and the sync doesn't come across, please contact our support team.
Customer account common questions
Q. Can I edit a customer's name or email in their Marsello account?
A. It is recommended to edit your customer's name or email directly in your connected integration and allow this update to sync across to Marsello.
Q. Can I use my customers' credit card details as the unique identifier?
A. No, Marsello uses the customer's email address as their unique identifier.
Q. Is there a way in-app to see how a new customer was added into Marsello (eCommerce or POS)?
A. Although there is no way to see how a new customer was added to Marsello under the customer's profile, you can see it under the multi-site reporting insights.
Q. My customer data seems different from what I expected. For example:
Customers have many orders but in Marsello they are listed as 'no orders yet'
Customers are members but only some customers have accounts with the retailer's website
And, not all customers have subscribed to email marketing.
A. Orders will only show in Marsello from when the integration is connected. Historic orders will not be pulled through.
Any customer that shows in the POS/e-comm will be synced across to Marsello and we pull the marketing status from the integration directly. This means that even if they don't have an "account" if they are in Shopify (for example) they will show in Marsello.
Q. What does undefined mean as a customer status on a customer export?
A. When a customer has undefined noted as their customer status on a customer export, it means that the customer infromation was never filled in or it has an empty status.
Q. If a blacklisted customer logs into my website, will they still see loyalty points and earn them?
A. Blacklisted customers will still see the Customer Portal on display on your website. However, they will not be able to interact with it as usual. Blacklisted customers will see a generic version of your portal.
Q. Can I save more than one mobile number to my customers' account?
A. Marsello saves only the primary mobile number saved for the customer in their Marsello account.
Q. Is it possible to have duplicate customers in my Marsello database?
A. Marsello uses the customer's email address as their unique identifier. If the same customer signs up using different emails, this customer would have multiple accounts.
Q. If a customer signs up via the widget, will their previous orders be captured within the system?
A. We import all customers, so as long as the customer enters their email, we will be able to link their previous orders to their loyalty account. Please note that for historical orders, the total amount and number of orders placed will sync across to Marsello.
Q. I have multiple sites connected to Marsello. Is there a way to see which site my customers have signed up for loyalty?
A. Currently, there isn't a feature that will allow you to see the specific location where customers signed up for loyalty. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.
Q. I've noticed my customer's name is spelled incorrectly in Marsello. How do I update this?
A. The best way to update your customer's name is by updating the spelling directly in your integration and allowing this to sync across. Please note there may be a delay for the sync to come across. If this takes longer than 15 minutes, please let our support team know, and they will be able to look into this for you.
Q. I've been trying to run an export of my customers, however, the email hasn't come through.
A. If you have run an export of your customer database or an export of a customer segment and haven't received it, please check your spam/junk folder to confirm it hasn't landed there. If the export hasn't landed there, please contact our support team and let them know. In your email to support, please include some details of what you are trying to export so that the team can replicate the export for you.
Q. I'd like to update my customer's birthdate on their account. Is it better to update this directly in the integration or can I update this directly in Marsello?
A. To update a customer's birthdate, it is recommended to update the customer's birthdate directly in the integration. However, brands that connect Lightspeed Retail (R-Series), Lightspeed Retail (X-Series), Heartland POS and Bopple to Marsello will be able to update the customer's birthday in Marsello where it will sync across tot he integration.
Q. What exactly the "member since" field represent under loyalty under the customer account. Does this date display when a customer would have been created/imported/synced to Marsello?
A. The "member since" field is when the customer was added to the merchants Marsello database.
Q. Where is the best place in Marsello to update my customer's email address?
A. It is recommended to update the customer's email address directly in your sales platform, as Marsello uses your platform as its source of truth. Any changes made directly in the Marsello database may be overwritten during the next sync with your sales platform.
Q. What does "last seen" mean on the customer's account?
A. The 'last seen' notation on the customer's Marsello account refers to the customer's most recent interaction with your store, whether it involves creating their account or placing an order (whichever occurred later).
Q. Can you freeze a customer's account?
A. Currently there isn't a feature that will allow you to freeze a customer's account. If this is a feature you are interested in, please let our support team know.
As a work around, you could exclude the customer from your loyalty program.
Q. Do you have a reCAPTCHA feature for customers to use when creating their online accounts?
A. Currently, there isn't a reCAPTCHA feature for customers to use when creating their online account. If this is a feature you are interested in, please let our support team know.
Q. What is a guest customer?
A. A guest customer is someone who completes a purchase without logging into an account.
Q. Where is the best place to edit customer information like email address and name?
A. The most effective way to update customer information, such as email addresses and names, is through your sales integration. These changes will automatically sync with Marsello.
Q. Is there a way to deactivate a customer from receiving loyalty without deleting them from Marsello?
A. You can deactivate a customer from the loyalty side of Marsello allowing them to receive marketing communications (if the customer has accepted) by blacklisting the customer in loyalty.
Q. I've added a customer manually to Marsello but they aren't appearing.
A. If a manually added customer doesn’t appear in Marsello, run a customer search using the "include removed" feature. The customer may have been previously in your database and later removed. If they still don’t appear, contact support for further investigation.
Q. On my customer's page in Marsello, I've noticed the names are in different colors. Why is this?
A. Customer names are color-coded based on the RFM segment they are currently in.
Q. Does Marsello offer an option to automatically email loyalty customers after they’ve redeemed their points?
A. Currently, there isn't a feautre that will automatically email loyalty customers after they've redeemed their loyalty points. If this is a feature you'd like to see, please let our support team know.
Q. I've added a customer to my sales integration and can see multiple sales under their account. However, I can't find the customer in Marsello. Why haven't they synced?
A: When you add a customer to your sales integration, they should sync with Marsello automatically. To troubleshoot, go to the Marsello dashboard and search for the customer under Customers > All Customers. In the drop-down menu that says "excluding removed," select "including removed," and then search again. If the customer is in your database but was previously removed from loyalty, they will appear here.
If you still can't find the customer, please reach out to our support team with the customer's name or email address for further investigation.
Q. Is there a way customers can re-add themselves after they've been removed?
A. Customers must contact the retailer to request being re-added to the Marsello program. The retailer can manually add the customer back by searching for the customer’s name or email in the customer section and selecting "Include Removed." When the customer appears, the retailer can open the profile and select the re-add option via the popup form.
Q. If a merchant manually adjusts a customer's points how is this reported? Is it included in the points redemption %?
A. No, manual adjustments are excluded from reporting metrics. However, if a significant number of points are manually awarded and later spent, that will impact the redemption percentage, as the spending of points is included in the report. Similarly, if points are manually reduced, those points cannot be spent, indirectly affecting the metric.
Q. Is there a way for customers who were removed/unsubscribed from Marsello to be auto-added back into the loyalty program?
A. No, customers who were removed or unsubscribed from Marsello will not be automatically re-added upon their next purchase. If a customer wishes to be re-added, the merchant must manually add them back into the program. This support guide contains step-by-step instructions on how to manually re-add customers.
Customer's Accepts Marketing status
Q. If a customer unsubscribes from marketing, will they receive the loyalty notifications?
A. Yes, customers will continue to receive loyalty notifications as these messages are considered to be transactional. Should a customer no longer wish to receive loyalty notifications, they will need to select "unsubscribe from loyalty program emails" from the unsubscribe link in the email.
Q. If I remove a customer from my Marsello database, will this unsubscribe them from marketing and loyalty emails, or just marketing?
A. Removing a customer from the Marsello database completely removes them from the program. This means they will no longer receive loyalty or marketing emails. If a customer requests to unsubscribe from specific emails, it's recommended to unsubscribe them from marketing within their profile in the dashboard.
Q. When uploading a customer list from MailChimp, do we need to import all customers, or only those who "opted in" to marketing?
A. The Marsello importer updates the marketing status for all imported customers to "Accepts Marketing." Therefore, only customers who have opted in for marketing should be imported.
Q. I'm based in the U.K. Is it possible to override GDPR restrictions for EU-based merchants as the ICO (Information Commissioner's Office) states you can email existing customers who do not accept marketing provided you give them a clear opt-out in every message?
A. No, Marsello will not override GDPR restrictions as these restrictions are customer-oriented and not business-oriented.
Q. What does the green check mark next to some of my customers mean on my customer list?
A. The green check mark next to a customer's contact details indicates that the customer accepts marketing messages from your store.
Q. Is there a way to update a customer's marketing preferences in the Marsello app and have that sync with my integration?
A. It's recommended to update your customer's marketing preferences within your sales platform and allow that to sync with Marsello. Always ensure you have the customer's permission before updating their preferences.
Q. What happens to a customer if they unsubscribe from all marketing options in Marsello?
A. If a customer unsubscribes from all options, they will be automatically moved to the "Removed" section in your Marsello customer database. They are no longer considered a marketable customer and have withdrawn permission to participate in loyalty.
Q. If my customer unsubscribes to all offered emails and loyalty in Marsello, what happens to their profile in the database?
A. If a customer unsubscribes from email marketing, SMS marketing, and loyalty, their profile will be marked as "removed" in the customer database. This customer will no longer count toward billing. If the customer requests reinstatement, you can manually re-add them to your database.
Q. If I were to run a points import, will this impact the customer's accepts marketing status?
A. Running a points import will not update the customer's "accepts marketing" status. Marsello uses the "accepts marketing" flag from your sales integration as the primary source for this status.
Q. Is there a way to generate a report of customers who unsubscribed during a specific period?
A. Currently, there isn’t a feature to report customers who unsubscribed during a specific period. If you’re interested in this feature, please let our support team know. In the meantime, we can provide a report showing which customers have unsubscribed and from which types of communication.
Q. If I blacklist customers from loyalty, will this also exclude them from receiving marketing?
A. No, customer blacklisting applies only to loyalty. If a customer is blacklisted but accepts marketing, they will still receive campaigns and automated email flows. If you want to exclude specific customer groups from certain campaigns or automations, you can create a custom segment to do this.
Merging Customer Profiles
Merging customer profile questions across all sales platforms
Q. I have a customer with duplicate accounts in Marsello. How did this happen?
A. Duplicate accounts can occur if the customer account was initially created using only a mobile number. In this case, an account would be generated in Marsello. If an email address was later added, the system may have created a second account, as Marsello uses the customer's email address as the unique identifier.
Q. I’ve noticed my customer has two Marsello accounts with the same email address. How can that happen if the email address is the unique identifier?
A. Duplicate accounts can occur when a customer signs up online after making an in-store purchase. This typically happens in the following scenario, where account creation processes differ between in-store and online:
The customer creates an account in-store without providing an email address.
The customer then creates an online account and provides their email address.
The customer returns in-store and asks to update their profile with their email address.
You can merge these accounts in Marsello by following these steps:
Log into Marsello and navigate to the Customers section in your dashboard.
Search for the customer using their email address or phone number to locate the duplicate accounts.
Transfer any loyalty points from the secondary (duplicate) account to the primary account using the manual points adjustment feature.
Once points are transferred, delete the secondary account to ensure only the primary profile remains active.
Merging Customers on Lightspeed X-Series
Q. If I use the merge customers feature in Lightspeed X-Series, how does it impact the customer's loyalty balance in Marsello?
A. When two customer accounts are merged in Lightspeed X-Series, this information does not sync automatically with Marsello. Merchants will need to manually transfer any loyalty points from the merged account to the main account. After the points adjustment, the old account should be removed from Marsello.
Bulk Removal of Customers
Q. If I bulk remove my inactive customers via the app and one of those customers tries to sign up via my signup form, will they be re-added automatically into my Marsello program?
A. No, customers who are bulk unsubscribed will not be automatically re-added to your loyalty program if they sign up again using the same email address. You will need to manually add them back into the program.
Q. Is there a way to bulk remove customers who have consistently bounced emails?
A. The app does not have a feature to automatically remove customers with consistently bounced emails. However, you can manage this manually per campaign:
Go to Marketing > Campaigns > Email and select "Reporting" from the actions drop-down menu next to the email campaign.
On the reporting page, click the "Bounced" link and select the export icon (cloud with downward-facing arrow) in the lower right corner.
Export the bounced customer list to a .csv file.
Copy the email addresses of the customers you want to remove.
In your Marsello app, go to Customers > All Customers.
From the "Update Customer List" drop-down menu, select "Bulk Remove Customers by Email."
Paste the email addresses you copied and click "Remove Customers."
Double-check the email addresses and click "Remove Customers" to confirm.
Click "Yes, Remove Customers" to finalize the removal.
Q. I’ve run a bulk unsubscribe in my customer database. What happens if one of those customers signs up again via my pop-up form? Will they be re-subscribed and will this reactivate their profile in Marsello?
A. If a customer has been removed via the bulk unsubscribe function or individually, and signs up again via the popup form, they will not be automatically re-added to your database. You will need to manually re-add them to their profile.
Q. When using the bulk removal function, do I need to click the remove button twice?
A. Yes, when using the bulk removal function, you will see two confirmation pop-ups. You need to click "Remove" for each one. After the process is complete, you should receive an email confirmation. Please note, larger files may take longer to process. If you don't see any changes or receive confirmation within 4 hours, please contact support.
Q. Is it possible to automatically bulk remove customers from a specific domain, such as Amazon Marketplace?
A. Currently, auto-bulk removal for customers from a specific domain is not possible. However, you can create a custom segment using the condition "Email ends with" for that domain. Once the segment is saved, export it and run the customer list through the bulk removal process.
Q. I've created a segment of customers to bulk remove, do I need to copy and paste each individual email into the form?
A. If you have created a segment of the customers you'd like to bulk remove, you do not need to copy and paste each individual email into the form. It is recommended to first export the segment to a .csv and then bulk highlight and copy the emails you wish to remove. Then you can paste this list into the bulk removal form.
Customer Imports
Q. If I were to import a new customer list into my Marsello database, can I expect the customers to sync across to my connected integration?
A. Currently, when a customer list is imported, the customers are not synced across to the connected integration. When importing a new customer list, it is recommended to import them directly into your integration. Once imported, these customers will sync across to Marsello.
Q. I don't have the required first names to run a new customer import - what do I do?
A. If you don’t have customers' first names but need to import a customer list, you can use a placeholder like 'there.' When sending email marketing campaigns, the first name merge tag will address customers as 'Hi there'.
Q. Is there a way for me to import my customers' birthdays from my old loyalty program?
A. Currently, there isn't a feature in Marsello to import your customers' birthdays from your former loyalty program. However, customers can earn points for adding their birthday to their loyalty profile via the loyalty earn options in their account. Alternatively, if your integration permits, you could look to import the customers birthday there and this will sync across to Marsello.
If you would like to see a feature to import customer birthdays, please reach out to our support team and let them know of your interest.
Q. Can I see which customers did not import as expected?
A. Yes, when running an import, you will be prompted to confirm the email address and import completion report should be sent to. This report will show which customers have successfully imported and which have not.
Q. Do you need both the customer's first name and email when running a customer import?
A. Yes, both fields are required to import a new customer. However, if you are running a points import for existing customers, you can get by on the customer's export ID or email as the email is what Marsello uses as the unique identifier. It is recommended to use email where possible. If customers exist twice or are duplicated somehow in the POS, Marsello will not automatically merge these accounts.
Q. Is there any way to bulk import customer birthdays into Marsello?
A. Currently, there isn't a way to bulk import customer birthdays into Marsello. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊
Q. I have bulk imported a customer list however, this list initially included a placeholder "there" and not the customers' first name. I now have the customer names. If I reimport this list will it update the customers' names on their accounts?
A. If the email address already exists in Marsello, the system won't update the customers' first names. It is recommended to update the customers' names in the integration and allow this to sync across to Marsello.
Q. Can notes be imported to the customer profile in Marsello?
A. Currently, it isn't possible to import notes about the customers. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊
Q. Is it possible to import my customer's children's date of birth to their Marsello customer profile?
A. Currently, it isn't possible to import notes about the customers. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊
As a potential workaround in the meantime, you can use custom tags containing the month the child was born and send out an email campaign at the start of every month to celebrate/remind the person to shop for birthday presents.
Q. Does the points importer automatically send emails to customers when their points balances are replaced?
A. Customers will not receive points notification automation upon points being imported.
Customer exports
Q. Is there a way to export customers and include their account creation date on the export?
A. Currently, there isn't a feature that will allow you to export customers along with their account creation date. If this is a feature you are interested in, please let our support team know.
Q. Is there a way to export a list of only those customers whose loyalty points have expired in the last 30 days?
A. Currently, there isn't a feature to export only those customers whose loyalty points have expired in the last 30 days. If this is a feature you are interested in, please let our support team know.
Q. What does the "billing ignore" status mean on my customer export?
A. A billing ignore status next to a customer's name on your customer export means that a customer is not an active member of your Marsello loyalty or marketing programs. This customer does not count towards your total billable customers.
Q. What does the unsubscribed status mean on my customer export?
A. An unsubscribed status next to a customer's name on your customer export means that a customer has been removed from your loyalty program. This customer profile can easily be reactivated by manually adding them back through your Marsello dashboard.
Q. Under the status column of my customer export, I can see several different explanations. What do these mean?
A. When exporting your customer list, you may notice customers have different statuses. These indicators reflect the customer's current status in your customer database:
Generating - Creating in Database
Paused - Referred Customer, not yet activated
Unsubscribed - Removed from Loyalty Program
Non-Marketable - No valid email and mobile
Active - Actively participating in loyalty program
Q. Can I save my customer database directly to my personal device from my Marsello dashboard?
A. Currently, you cannot save an export of your customers directly to your personal device from your Marsello dashboard. All customer exports will be emailed to you directly.
Q. Is it possible to include the customer's street address in the .csv file when exporting my customer database?
A. Currently, it is not possible to export your customer's street address when running an export of your Marsello customer database. If this is a feature you are interested in, please let our support team know.
Integration-specific customer database questions
Third-party Integrations
Q. Are you integrated with the OneTap app?
A. Currently, there isn't an integration with the OneTap app. If this is an integration you are interested in, please let our support team know.
Shopify
Q. What happens if I remove inactive customers from my Shopify store and a few months later the customers come back and create a new Shopify account using the same email address?
A. Marsello uses the customer's email address as the unique identifier. If the customer creates a new account in Shopify using the same email after being deleted from the Shopify integration, they will start earning points again from 0.
Q. I'm a Shopify merchant and have removed my customers from my Shopify database. My customer has now come back in-store and created a new Shopify account using the same email as the one on the account previously deleted. How does this impact the customer's Marsello account?
A. If a customer was removed from the Shopify integration, they will also be removed from Marsello. When the same customer creates a new Shopify account using the same email, this will sync through to Marsello, however, it will be treated as a new account. Historical information will not carry over, and the customer will start earning from 0 points again.
Q. I am a Shopify store owner and wish to import my customer list into Marsello first and then into Shopify later. If I do this and collect more details (such as birthdays) later on, will this sync with Marsello?
A. Once customers are imported into Marsello, they will be synced with Shopify. However, customers will still need to create an account (and password) on Shopify. As long as the customers use the same email address in both Shopify and Marsello, there will be no issue with duplicate accounts.
Q. I am currently moving my customers from my old website to a new one on Shopify. I want to encourage them to create an account on the Shopify site. I have a list of old customers from Mailchimp and want to reward only those who create a new account, not those who sign up directly. How can I do that?
A. The easiest way to do this is to award points to all historic customers on your Mailchimp list, allowing them to unlock a reward. Then, you can track which customers create an account when they place an order on Shopify. This way, you can reward only those who create a new account.
Q. Is it possible to include the Shopify customer ID on a Marsello customer export?
A. Currently, there isn't a feature that will include the customer's Shopify ID on a Marsello customer export. If this is a feature you are interested in, please let our support team know.
Lightspeed
Q. I've exported my Marsello customer database and am wondering if the export ID noted for each customer is connected to the customer ID in Lightspeed?
A. No, the Marsello export IDs are not linked to customer IDs in Lightspeed; they do not correspond to each other.
Q. I have Lightspeed Retail (X-Series) and Shopify connected to Marsello. I've noticed a few accounts appearing in Marsello, but not in Lightspeed Retail (X-Series). Why is that?
A. Marsello and Lightspeed Retail (X-Series) have a one-way sync regarding customer account creation. The customer syncing between Lightspeed X-Series, Marsello, and Shopify works as follows:
Lightspeed X-Series → Marsello → Shopify
Shopify → Marsello ← Lightspeed X-Series
To ensure customers can shop both online and in-store, it is recommended to add Shopify customers into your Lightspeed Retail (X-Series) dashboard using the same email address.
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