Q. Do you integrate with Kingsumo?

A. Currently, there isn't an integration with Kingsumo. If you are interested in seeing this integration, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. What’s the best way to reach out to a customer after they sign up and place their first order?

​A. Enable the Thank First-Time Customer automation. It targets new customers after their first purchase. You can also include a discount in the message to encourage a return visit.

Q. Can I use automation to create additional earn options? Will customers re-enter the automation if I turn it off and on again?

​A. Yes, you can create custom automations to offer additional earn opportunities. For example, trigger a flow when customers purchase specific products and award points with a follow-up via email or SMS. However, customers can only enter this flow once.

If you disable and then re-enable the flow, you'll be prompted to decide whether to send the automation to customers who met the conditions while it was off.

Q. Will customers get a notification if I manually update their account (e.g., points, rewards, or tier status)?

​A. No, manual updates to rewards or VIP tier status won't trigger automation emails. However, when manually adjusting points, you can choose to send an email notification to the customer.

Q. Can I award a discount or points on a customer’s membership anniversary—and limit it to VIP tiers?

​A. This feature isn’t currently available. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

As a workaround, you can set up a custom automation with these steps:

Q. What does the loyalty block do when customers click it in an email?

​A. The loyalty button, available as a drag-and-drop block in Automations, functions as a “Check Rewards” button that links directly to your loyalty widget.

Q. Is there an email reminder for customers about reward expiration?

​A. Marsello does not currently send automated emails reminding customers their rewards are about to expire. However, certain automations—like "Say Happy Birthday"—can include steps that notify customers their discount code will expire in a set number of days.

Q. Who does the Shop Now button work for?

A. The Shop Now button will work for those merchants who have an eCommerce site connected to Marsello. Please note the Shop Now button is hardcoded to link the customer to the merchant's store site.

Q. Can I upload a PDF with multiple images and link each image to a product?

​A. Currently, each image or product block supports only one link. You can use multiple image blocks with the column layout to assign individual links. Keep in mind that image-heavy emails are more likely to be flagged as spam.

Q. Does the footer mailing address need to be the mailing address or my store's physical location? My store's mailing address is a PO Box and the in-store location is different.

A. P.O. Boxes are fine to use for the footer mailing address as long as your physical location is accessible on your website.

Q. Is it possible to use merge tags in my automation's subject line?

A. Yes, it is possible to add merge tags into your automation's subject line. To access the merge tags, all you'll need to do is double-click in an existing text box in the automation body and a secondary email editor will appear with a drop-down menu containing the merge tags. Select the merge tag you are after and copy and paste this into the subject line.

Q. I updated my logo in Marsello settings, but it’s not showing in my automated emails.

​A. Check if your automation uses an image block, which won’t update automatically. Use the “My Logo” or “Store Logo” blocks instead:

Q. Is it possible to create a custom automation using a product tag?

A. Yes, it is possible to create a custom automation using a product tag. First, you will need to create a segment of customers who have purchased items from a particular category, then make automation that triggers when customers enter that segment.

Q. Can I exclude products/collections from being recommended via the Product Recommendations block if they are under a certain stock count?

A. Currently, there isn't a feature that will exclude specific products/collections from being recommended in the Product Recommendation block. If you have an out-of-stock collection that will need to be excluded, please contact our support team for further assistance.

Q. When looking over my automation, I've noticed a box in the template that reads "my logo". Do I need to upload an image into that box or will my logo automatically pull through?

A. It is recommended to upload your logo into the Brand Settings tab. Once your image is uploaded here, your logo will automatically appear in all of you email automations without having to be uploaded into each individual template.

Q. Is it possible to translate the "unsubscribe" merge tag to another language?

A. Currently, there isn't a feature available that will translate the unsubscribe merge tag into another language. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. If a merchant adds their brand colors in the loyalty widget, will this translate over to emails/automation?

A. Currently, there isn't a feature available that will sync updated brand colors from the widget to the marketing side of the app. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. Is there a way to add a UTM link to a dynamic product block like the ones in the abandoned cart flows?
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​A. Currently, there isn't a feature to add a UTM link to a dynamic product block. However, you can create a UTM outside of Marsello and add it as a link behind the product image, they would need to do that for each product depending on the level of detail you are looking to measure.

Q. Is it possible to add an image block and a text block into the same container block so that when scrolling down the image block is on top of the text block? Is there a way to layer image blocks on top of each other so the corners or sides overlap?

A. Currently, there isn't a feature to add an image block and a text block into the same container block. If this is something of interest, please let our support team know of your interest.

In the meantime, please note that this could be achieved by creating an image in an app like Canva or Figma.

Q. Is it possible to recreate different versions of the preset automation without disrupting the existing ones? I want to compare which version of the email receives the best welcome among customers.

A. Currently, there isn't a feature available that will allow you to A/B test the preset automation. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. Is there an automation which will automatically let customers know that their loyalty rewards are about to expire?

A. Currently, there isn't a built-in automation specifically for reminding customers about expiring rewards. However, customers are notified when their points are about to expire if the points expiry feature is enabled.

Q. Does the expiry of the Email discounts start after the email has been sent?

A. All email discount expiry is based on the sent date.

Q. I set a discount expiry to 0 days by accident. Will it still work?

​A. Yes. If the expiry is set to 0 days, the system defaults it to 365 days.

Q. Customers are getting errors when clicking their loyalty rewards in emails. What’s wrong?

​A. This likely results from incorrect or missing merge tags. Here’s how to fix it:

Q: I’m setting up an automation that includes 8 emails, each with a 7-day delay. However, I can’t find a way to confirm the exact time these follow-up emails will be sent. Is there a way to ensure all these emails are sent at 3:00 PM on the designated day?

A: Currently, there isn't a feature that will allow you to specify a time for emails within an automation. You cannot set emails to send at a specific time, such as X day at Y time. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. Is there a way to exclude customers with a specific zip code from receiving the abandoned cart automation?

​A. At this time, there isn’t a built-in feature to exclude customers based on zip code from receiving the abandoned cart automation.

If this is something you’d like to see added, we encourage you to vote for this feature! Your feedback goes directly to our product team and helps us prioritize what matters most to you.

Q. When do rewards sent in automations expire—after the email is sent or when it’s opened?

A. All email discount expiry is based on the time after the email was sent.

Q. Is there a way to offer customers multiple promo codes at one time in an automation?

A. It is not recommended to add multiple promo codes in a single email. If you wish to send out multiple, please create a custom automation with multiple emails and add a separate discount to each email.

Q. How do I edit the discount block in my automation, I want to change what I'm offering customers.

A. Currently, there isn't a feature to edit the discount block saved in an automation. However, you can still achieve this by first removing the discount block from each email step in the flow and then adding in a new discount block.

Q. Is it possible to extend the shelf-life of a customer's birthday reward after it has expired?

A. Currently, there isn't a feature to reactivate a reward once it has expired. However, you can send a campaign or custom automation with a one-time reward as a workaround.

Q. Does a customer need to claim a discount from their email before it appears in their profile or can they redeem it directly at POS?

​A. Customers must claim the discount via their email for it to generate and appear in their profile.

Q. What is the default expiration for discount codes in automation?

A. By default the expiration date of discount codes in automation is set to 30 days.

Q. Can we create a discount block in a campaign that appears as a QR code?

A. Currently there isn't a feature that will allow you to create a discount block that appears as a QR code. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. If I disable an automation while customers are still in the flow, will they continue to receive messages?

​A. No. Once an automation is disabled, all customers immediately exit the flow and will not receive any further messages from that automation.

Q. If I run a bulk points import via the CSV importer and have the Earned Points Automation enabled, will an email be sent to all customers automatically?

A. No, the bulk points import will not trigger the automation to send. However, if you would like this email to be sent, please reach out to our support team and they will be able to assist you further.

Q. I'd like to send out a custom automation offering my customers a visit challenge. Ideally, I'd like to reward customers after their third purchase in-store during the week. can I set up a custom automation to run this?

A. Although you can send out custom automation to customers announcing the visit challenge, you would not be able to track visits or purchases for the week through this automation. Keeping track of visits and purchases would need to be done manually and a separate campaign or automation would need to be set up to send a reward to these customers. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. When do customers exit an automation flow?

​A. Customers exit an automation when they either complete the full flow or make a purchase, depending on the automation’s exit conditions.

Q. If a customer unsubscribes after receiving the first email in a flow, will they still receive the rest of the automation?

​A. No. Unsubscribed customers will no longer receive emails. However, if there is a delay step, the system checks for marketing permissions just before the next email is sent, so the customer may not exit until that point.

Q: Will customers re-enter a custom automation if the trigger is “when an order is completed”?

​A: Yes. Customers will re-enter the automation every time they place an order and meet the defined segment conditions.

Q. If an automation is paused, will the delay steps in the automation also pause? For example, if I pause the automation on day 2 and the delay is 5 days will the automation continue 3 days after the automation is re-enabled?

A. The delay does not get paused when automation is paused. The delay when it gets initially set sets the date/time when the workflow, the customer will continue through the flow regardless of if it gets paused.

Q. How long after enabling my automation will it take for it to start sending?

A. Once an automation is enabled it will start sending to customers as soon as they meet the trigger conditions for that automation.

Q. Is it possible to send me a carbon copy of every automation sent to customers?

A. Currently, there isn't a feature available that will send business owners a copy of each automation that is sent out. However, the automation reporting will display which customers were sent the automation and when.

Q. Can I change or expand the target audience for an automation?

​A.Yes. You can update the target audience by going into the automation settings, clicking the cog icon next to the trigger, and adjusting the “Who can enter this automation” section. You can then select multiple custom segments.

Q. Is it possible to set up a custom automation that triggers only when a customer fully creates an account in Shopify (username & password), as opposed to guest account creation/signing up for a mailing list?

A. Currently, there isn't a feature that will allow trigger a custom automation when a customer fully creates a full account in Shopify (not a guest account). If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. If I set the exit condition to "when they make an order" instead of "when they complete the automation," will that affect the Welcome automation?

​A. No, it won't delay the automation from starting. However, using “when they make an order” may cause customers to exit early if they purchase before receiving all emails. It’s recommended to use “when they complete the automation” for Welcome flows.

Q: When using the "Send Preview" button, I see the error: “Failed to export HTML. ReferenceError: letterSpacing is not defined.” What does this mean?
​A: This error is usually caused by letter spacing settings in the menu block. Try reducing the letter spacing in that block, save your changes, and preview again. If the issue persists, contact our support team.

Q. I’d like to create an automation that rewards customers with points automatically when they submit the customer feedback survey. How can I do this?

A: Currently, Marsello doesn't have a feature that automatically rewards points for completing the feedback survey. As a workaround, create a segment with the condition "Last satisfaction rating" set to "has any value." Once saved, use this segment as the audience for a custom automation triggered by "When a customer enters a segment." Then, add a points step in the automation flow.
If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you..

Q. When an automation is paused, do customers currently going through the flow still complete the remaining steps?

A. Pausing an automation does pause customers at their current step in the flow. This means brands can safely update the entry criteria or make other adjustments without affecting those already in progress.

Q. Does the sent number on the automation reporting include those customers whose emails have bounced?

A. Yes, the sent number on your automation reporting does include those customers whose emails have bounced.

Q. Is there a way to view a history of all automations sent to a customer on their customer account in Marsello?

A. Currently, there isn't a feature that will show you a log of all email automations sent to a customer on their customer account in Marsello. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. Does email campaign reporting include which type of device the customer opened the email on?

A. Currently, we do not have a feature which will indicate which type of device the end customer opened a campaign on. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. Can we manually un-enroll a customer from an Automation?

A. Currently, there isn't a way to manually un-enroll a customer from a specific Automation. You can unsubscribe the customer from email marketing, however, this affects all marketing.

Q. If I use a segment as part of an automation trigger from the automation library, will it be sent to all customers historically and future?

A. No, triggers in the automation library are "going forward" triggers meaning they will only be sent to customers when they meet the trigger in the future. If the trigger, such as ‘entered a segment’, the merchant has the choice (existing functionality) to choose if past customers can enter as well, however by default it’s only customers going forward.

Q. How do customers enter the welcome automation?

A. The welcome automation uses the “Customer created at” as the trigger. Customers enter this flow when they’ve been created in Marsello. Customers can be created via sign-up form, creating a store account, and making a purchase online or in-store. The most common use case for this automation is as a newsletter signup & haven’t made a purchase.

To ensure this automation is only sent to customers who haven’t made a purchase, there is a 1 hour delay in sending by default. This delay is present to check that there are no orders associated with this customer. If you prefer to provide customers with an instant discount code for signing up, it is recommended to create a blanket discount code in your integration and include that code on the successful submission page of the form. The benefit of this is that the customer is already on your online store and can easily use that code on their next sale within that session.

Please note that if a customer creates an account through the widget and then signs up via the popup form using the same email, the system will not add the customer to the welcome automation a second time.

Q. If an existing POS customer signs up online for an online account, will they receive the welcome newsletter customer custom automation?

A. No, only brand-new customers will receive the welcome automation If you would like to provide existing customers with a welcome automation, it is recommended to create a custom segment for your sign-up form using the condition "when the customer completes the form" and create custom automation that uses that segment as the trigger.

Q. I've designed my welcome automation to have a one-minute delay before emailing customers. Is it expected behavior for some customers to receive this automation after an hour?

A. Yes, this is possible as it can take up to 15 minutes for the customer to sync across into the segment. The system also checks every 6 hours for new customers and sends them the automation so it would depend on where in that 6-hour cycle the customer synced across.

Q. I have two automations enabled for new customers (one welcome and one custom) and have noticed that most customers are receiving one automation and not both.

A. Please confirm the sending times for both automations to be sure they are not set to send at the same time. Marsello has safety measures in place that prevent more than one email from going to an email address within an hour. Make sure the sending times for the different automations are at least one hour apart.

Q. What does the welcome automation trigger " when a customer signs up" mean?

A. This automation is triggered when a customer is created in Marsello. This could be through a form, POS, online store email footer, creating an account etc. This flow isn’t exclusive to the Marsello sign-up form.

Q. Is there any way to set the Welcome Newsletter automation to only send to those new sign-ups who signed up online and not through the POS?

A. Currently, there isn't a way to automatically target those customers who have signed up at one location and not the other. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. What is the expiry time set on the default discount code within the Welcome Newsletter Automation?

A. The expiry time set on the default discount code for Welcome Newsletter Automation is 30 days. If the retailer wishes to edit this, they can follow the steps for updating the expiry in the discount block here.

Q. If a retailer has the welcome automation switched on and not the thank first-time customers automation and a customer signs up then immediately places an order, can this also cause the customer to bypass the welcome automation?

A. Yes, it is recommended to update the exit conditions of the automation to "when the customer completes all steps" as opposed to "when the customer places an order and completes all steps".

Q. I have enabled the welcome automation and have it set to reward all new signups/customers 100 points as the first delay. What happens to those new customers who create an account at checkout and do not accept marketing? Will they still receive these points?

A. No, new customers who do not accept marketing will not receive points. However, if you would like to ensure all new customers receive sign-up points, you can enable the create an account earn option under loyalty settings. This feature automatically awards all customers regardless of marketing status points upon account creation.

Q. Will imported customers receive the welcome automation?

​A. No, unless they’re imported via your integration. For manually imported customers, create a custom segment using a tag and clone the automation to target that segment.

Q. I am finding that my customers are entering multiple email addresses when signing up via the sign up form to receive the welcome automation discount code. When they go to purchase the code doesn't work as they are using the incorrect email for the code. Is there a way to allow the code to continue to work?

A. Marsello discount codes are unique and are email specific. The customer account's email must match what's associated with the code in order for it to work.

One way to allow the codes to go through regardless of email is to create a blanket code in your integration and enter that code in your welcome automation. When the customer receives this code, they will able to use the code at checkout regardless of the email they are using to check out with.

Q. Is there a best practice to switch from the Shopify welcome automation to the Marsello one?

A. You will need to disable the Shopify welcome automation from your Shopify admin. From there, you will need to customize your welcome automation and enable it in Marsello.

Q. Are my pre-existing customers eligible to receive the welcome automation?

A. The welcome automation is designed to send to new customers only. When a customer signs up to your store (by creating an account or completing a sign up form), the system will run a check to see if the email address provided exists in the database. As long as the email address provided is not in the system the customer will receive the automation.

Q. Is the Welcome Automation considered a transactional email?

A. The Welcome Automation is considered a transactional emailing meaning all customers are eligible to receive this whether they accept marketing or not.

If you wish to send the Welcome Automation to those customers who only accept marketing, update your email sending settings to "Only send transactional messages to customers who have opted in to marketing". This can be found under Settings > Email marketing > Compliance > Marketing opt-in details.

Q. We previously used Marsello and reinstalled it. Why aren't new signups receiving the welcome automation?

​A. If a customer signs up using an email that previously existed in the system, they won’t re-trigger the welcome automation. To re-engage, consider sending a launch campaign.

Q. Can you set the trigger for the Say Happy Birthday Automation to send on the customer’s birthday?

A. Yes, if you set the trigger to 0 days, the email flows will send on the customer’s birthday.

Q. Does the Say Happy Birthday automation send to customers annually?

A. Yes, the Say Happy Birthday automation renews each year.

Q. Would the Say Happy Birthday Automation be considered a transactional email or a marketing email?

A. The Say Happy Birthday Automation is considered a marketing email. Transactional emails are triggered by a direct customer action—such as earning loyalty points or abandoning a cart—whereas birthday emails are scheduled based on customer data.

Q. If my birthday flow covers 21 days from the moment the first email is sent to the last, does that mean customers will have 21 days to claim and redeem their rewards or can I chose the expiry date?

A. By default, coupons within the automation expire 365 days after the first email is sent. However, you can customize the expiry to any duration—e.g., 7 days, 14 days—after the initial send date to align with your campaign goals.

Q. Is the Say Happy Birthday Automation included in the Marsello Essentials plan?

A. Yes, the Say Happy Birthday Automation is included in the Marsello Essentials plan.

Q. If a customer wants to opt out specifically from the Abandoned cart email only, should they unsubscribe from Loyalty Program Emails or Email Marketing?

A. The Abandoned Cart email is considered a transactional email. If a customer unsubscribes from Loyalty Program emails, they will stop receiving all loyalty-related notifications—not just the Abandoned Cart emails.

To allow a customer to opt out only of Abandoned Cart emails while continuing to receive other transactional messages, you can add a conditional split at the beginning of the automation (e.g., “Email is not [[email protected]]”). This will prevent that customer from entering the flow again in the future.

Q. What integrations is the Abandoned Cart Automation available on?

A. The Abandoned Cart Automation is available for Shopify eCommerce merchants only.

Q. Can the Abandoned Cart Automation also look for "browser abandonment" and send customers an email relating to the product they were looking at?

A. Currently, the Abandoned Cart Automation sends out emails for those carts that have reached the checkout page and has recorded the customer's email and physical mailing address. The Automation is not able to look for browser abandonment. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. Is it possible to test the abandoned cart automation without enabling the automation?

A. To properly test the automation, you’ll need to enable it. Then, add items to a cart on your store, enter your email and physical address at checkout, and abandon the cart. This will ensure you are added to the flow and receive the automated email.

Q. If a customer falls into an abandon cart automation, and then purchases in-store, do they exit the flow?

A. Yes, if a customer who receives an abandoned cart automation completes their cart in-store they will exit the flow.

Q. If a merchant has multiple currency options on their website and a customer abandons a cart, we'll still remember the correct currency is chosen when our Checkout Now button takes them back, correct?

A. Shopify provides the URL to the checkout so the chosen currency should remain the same.

Q. Are abandoned cart emails considered transactional?

A. Yes, abandoned cart emails are considered transactional messages.

Q. If we import customer points and then turn on the 'Loyalty Reward Unlocked' automation, will customers receive multiple emails if they qualify for multiple rewards?

A. If the 'Loyalty Reward Unlocked' automation is disabled during the customer points import, customers will not receive this automation, even if they qualify for multiple rewards.

Q. In the earned points automation, can I replace the feedback survey with a Google Review request?

A. Currently, there isn't a feature that will enable you to replace the feedback survey with a Google Review request in the earned points automation. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. Are loyalty Automations considered marketing or transactional emails?

A. The first communication step, email or SMS is considered to be transactional, any following steps are considered marketing.

Q. Do customers get notifications when rewards are going to expire?

A. Customers are not notified when rewards are going to expire. Customers are notified when points are about to expire provided the points expiry automation is enabled. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. Is it possible to setup UTMs for loyalty automation in Marsello like we can do for campaigns?

A. Currently, it isn't possible to add UTMS to loyalty automation. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.

Q. The win-back lapsed customers automation showcases "top sellers". How are these items selected?
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A. The product recommendation algorithm selects the products that appear in the win-back lapsed customers flow. Currently, there isn't a way to personally choose the dynamic content that pulls through. However, you can edit the text from "Top Sellers" to something like "We think you'll like these!"

Alternatively, if you'd prefer to personally choose the products recommended in this flow, you can remove the product recommendation block and replace it with individual product blocks. please note that if you choose to do this, all customers will receive the same product recommendation.

Q. Does the win-back flow look for layby orders that may be in the system but not complete prior to adding customers back into the flow?

A. The win-back flow is based on the last closed transaction. This means that any layaway, layby or on-account orders won't trigger the flow as they are not counted as "closed".

Q. Is it possible for customers to re-enter the win-back automation if they have exited the flow and still haven't had any activity on their account?

A. Customers cannot re-enter the win-back automation if they have already received it once and have not had any further activity on their account. However, customers are eligible to receive the win-back automation multiple times if they initially receive the automation, make a purchase, and then their account goes dormant again. When the flow is triggered (e.g., 60 days after the last purchase), the customer will re-enter the flow.

Q. I've created a segment of customers for my custom automation using a custom tag. What happens if a customer in this segment unsubscribes from email marketing? Will they automatically exit the segment?

​A. No, customers who unsubscribe from marketing will remain in the segment, but they will no longer receive marketing emails. Segment membership is based on criteria like tags, not marketing subscription status.

Q. How long does it take for an automated email to send once the customer enters the segment?

A. Once the customer enters the segment for the custom automation, the email will send right away unless a delay step has been added.

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