Q. How does Marsello award points for international customers with multiple currencies?

​A. Customers are awarded points based on the amount spent in their local currency. Marsello does not convert currencies before awarding points. For example, if your store is set to GBP and a customer in Australia purchases in AUD, the points awarded would match the value of the AUD spent. Marsello will not convert the AUD into GBP and then award points.

Q. Can the points awarded per dollar spent include decimals (e.g., 1.5 points)?

​A. It’s recommended to round points to whole numbers for a clear point-to-dollar ratio.

Q. If a customer's total is $45.50 and the reward is 1 point per dollar, will they get 46 points?

​A. No, Marsello does not round up for the points reward.If your points award is set to 1 point for every dollar spent and the customer spends $45.50, the customer will receive 45 points. If you have a more complex ratio like 1 point per $5 spent and the customer spends $12, the customer would receive 2 points.

Q: Can points be awarded a set number of days after purchase?

​A: Currently, there isn't a feature that will award points X amount of days after purchase. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Is there a way for customers to still earn points on blacklisted collections but not be able to redeem rewards on for purchases that include them?

A. Currently, there isn't a feature that will automatically do this. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

In the meantime, as a workaround, you can whitelist all products that are eligible for a discount under the advanced options menu when creating a reward.

Q. Does 'do not reward points on gift card purchases' mean not award points on purchases for gift cards? Or, on a sale where someone has used a gift card as payment?

A. The 'do not reward points on gift card purchases' means that points will not be awarded when the customer purchases the gift card. Points will be awarded when the gift card is used to purchase other products. This prevents the awarding of double points when customers purchase and use the gift card.

If this option is disabled, then customers will be awarded points for the purchase of the gift card.

Q. If I create a draft order and set it to live, will points be awarded?

​A. Yes, once the order status is "Paid," points will be awarded.

Q. I've paused loyalty in my Marsello app admin, are my customers still eligible to earn points for purchases?

A. When your loyalty program is paused, customers will not be eligible to earn points or redeem rewards. However, customers will still be eligible for marketing emails.

Q. Do shipping costs count towards points earned?

A. By default eCommerce stores will award points to customers for the amount of their purchase spent on shipping. If you would prefer to disable this feature, you can do this under the Loyalty > Settings tab. One in the Settings section, scroll down to the Points Setting section and select the option "exclude points for shipping (online only)".

Q. What happens if a customer has a blacklisted item on their order along with other items that should earn points?

A. Customers will not earn points when purchasing blacklisted items. If the customer's order contains both blacklisted and non-blacklisted items, the customer will only receive points on those items which are eligible for loyalty.

Q. What does "No points rewarded - Order rewarding rules not met" mean?

​A. Points weren’t awarded because items may be blacklisted, or the payment status hasn't been met.

Q. Why do some customers in my Marsello database show that they've earned points and others do not? Everyone has made a purchase, and I have my earn points for making a purchase earn option enabled.

A. There are several reasons why some customers may not have earned points. Some troubleshooting steps include:

If these steps do not help, please contact our support team and provide them with the customer's name, email and order know. The team will be able to take a closer look into this for you.

Q. Can a customer still earn points for making a purchase even if they do not have an email recorded in my database?

A. Yes, it is currently possible for customers to still earn points and participate in loyalty without having an email recorded. However, it is recommended to record the customer's email as the customer's email address serves as the unique identifier in Marsello.

Q. Is there a special earn option for customers who shop a specific brand in our range?

A. Currently, you can not set up different earning rates per brand in your product range. However, as a workaround, you could create a points promotion for a specific brand in your product range.

Q. Do you have a feature where a customer can spin the wheel and earn extra loyalty points?

A. Currently, there isn't a feature where a customer can spin the wheel and earn extra loyalty points. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Do you have a feature where a customer will be automatically reward extra loyalty points after a set number of purchases, say 10?

A. Currently, there isn't a feature that will automatically reward a customer extra loyalty points on their 10th purchase. However, as a workaround, merchants on the Marsello Professional plan can create an automation to do this. It is recommended to first create a segment of customers who have made X number of purchases. From here, create a custom automation using this segment as the audience and add a points step awarding customers their bonus points.

Q. Is there a way to reward customers for the orders they have placed prior to connecting Marsello?

A. By default, Marsello rewards customers points for their purchases from the moment this feature is enabled. There isn't a feature that will automatically reward customers for historical purchases. However, you are welcome to manually reward customers for these via a points import.

Q. Is it possible to delay awarding points for making a purchase until 24 hours later?

A. Currently, there isn't an option will allow you to delay awarding points for making a purchase. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. How can I change the value of my earning points reward from dollars to Euros?

A. The currency displayed in your loyalty program settings will automatically reflect the currency enabled on your integration. This means that if your store is set up to use Euros, all your loyalty program settings will be in Euros as well.

To ensure your loyalty program is set up in euros:

If you're still seeing dollars instead of euros, double-check your store's currency settings and contact our support team if the issue persists.

Q. Is there a way to reward customers with loyalty points based on when their weekly or fortnightly subscriptions are renewed?

A. Currently, there isn't a loyalty earn option that provides customers with points based on a subscription model. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Is it possible to add a delay step in when points are added to a customer's account for making a purchase?

A. Currently, there isn't a feature that will allow you to delay when points are added to a customer's account for making a purchase. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Is the "complete profile" points earn option currently the only way gender can be captured?

A. Yes, using the "Complete Profile" earn option is currently the best way to capture gender information.

Q. Is there a way to change the format of the birthdate field under the complete your profile earn option?

A. Currently, there isn't a way to change the format of the birthdate field under this earn option. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Is there a system to prevent customers from updating their profiles every month to change their birthday and repeatedly unlock birthday rewards?

​A. Yes, the "Complete Profile" earn option can only be completed once per customer, which helps prevent this kind of abuse.

Q. Can more fields be added to the "Complete Profile" earn option beyond birthdate, gender, and mobile number?

A. Currently, there isn't a way to add more fields to the complete your profile earn option. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Is there a way to add a section to the complete your profile earn option so that the customer can let us know how they found out about our store?

A. Currently, there isn't a feature that will allow you to add a section to the complete your profile earn option so customers can tell you how they found out about your store. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. For the birthday points, do customers need to redeem them via the points email they receive or is this automatically applied to their account?

A. Birthday points are automatically awarded to the customer each year on their birthday.

Q: Is it possible to award birthday points for a child or pet's birthday instead of the account holder’s birthday?

​A: Currently, it is not possible to record a child or pet's birthday. Points can only be awarded based on the account holder’s recorded birthday. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. A customer entered their birthday through the "Complete Your Profile" earn option a week ago, and today is their birthday. Why haven’t they received their loyalty points?

​A. After submitting their birthday through the "Complete Your Profile" earn option, customers must wait 30 days before being eligible for birthday points.
This is a fraud prevention measure. If a customer enters their birthday close to the actual date (e.g., submits it on July 2 but their birthday is July 1), they will not receive birthday points until the following year, as points are not awarded retroactively.

Q. Is there a way a customer can leave a product review for items that are only available in-store?

A. Unless the items are online, there isn't currently a feature that will allow you to do this. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Can a customer earn points for leaving a review on a product they haven't purchased?

A. Customers may only earn points on those products they have purchased.

Q. I'd like to reward customers for leaving a review on TrustPilot, do you have an integration?

A. Currently, there isn't an integration that will allow you to automatically reward customers for leaving a review on TrustPilot. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. I have several products I'd like to reward points for under my "Acting Sustainably" earn option. Can I award different point values per item returned?

A. Currently, there isn't a feature to reward different point values to the products eligible in the Acting Sustainably earn option. All products are awarded the same amount of points. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. I’ve enabled the "Acting Sustainably" earn option. If a sustainable product is added multiple times (e.g., 3 items) to an order, will the customer earn bonus points multiple times or just once?

​A. The customer will earn points for each sustainable product added to the order. If the product is added 3 times, the customer will earn bonus points 3 times.

Q. Does Facebook's terms prohibit Marsello’s points-earning option for customers liking the merchant’s retail page on Facebook?

​A. Due to API limitations with social media platforms, Marsello cannot track if a customer likes or follows a page. To earn points, customers must use the Marsello widget to link back to the social media site. Retailers can still reward points for visiting the page, but the customer will only be awarded points once for this action. Merchants can customize the headings of these earn options within the loyalty widget.

Q. Do we have an earn option for following a Facebook page?

A. Currently, there isn't a feature that will reward customers with points for following a page on Facebook. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. For merchants with only physical store locations, can they set up points for liking a Facebook page?

A. Yes, the earned points email will give customers access to all loyalty widget features via the "Check Rewards" button. From there, customers can select the "Like on Facebook" option and earn points.

Q. Is it possible to click on an image in the portal to redirect customers to the friend referral feature?

​A. Currently, clicking on an image in the portal to redirect customers to the friend referral feature is not possible. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Will customers receive Points Earned emails once they complete any loyalty earning option?

A. If the points earned automation is enabled, customers will receive emails upon completing any loyalty earn option.

Q. Do you have any recommendations on ways we can explain how to use the loyalty program to our customers?

A. Adding a loyalty program information page to your website can be an easy way for your customers to find out how they can join your loyalty program, earn points, redeem rewards, and more. This handy help center guide contains a template to help explain your loyalty program to your customers.

Q. I am using a third-party integration to help manage my store sales, credits, and gift cards. Will customers still earn points if I connect Marsello?

A. As long as the third-party integration syncs orders into one of the eCommerce or POS platforms that Marsello is integrated with, the orders should sync into Marsello. You’ll also need to ensure that the "Making a Purchase" earn option is enabled in your Marsello loyalty dashboard.

Please note: While order syncing is likely, it is not guaranteed that all points balances will remain current, as Marsello does not directly integrate with third-party apps. If the app modifies the order payment status, this change may not be communicated to Marsello, and points may not adjust accordingly.

If you are using a third-party integration, we recommend reaching out to our support team so they can log this as an integration request for our product team’s review.

Q. Are you integrated with any apps or do you have a feature that would host a customer's wish list allowing them to earn additional points?

A. Currently, there isn't a feature or an integration that would host a customer's wish list and reward them with loyalty points. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Can I set up a secondary loyalty program in addition to the main program that will function like a collectors club for a particular line of products?

A. Currently, there isn't a feature to support a secondary loyalty program. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. Can customers earn points for subscribing to YouTube Rewards?

A. Currently, there isn't a feature that will reward customers for subscribing to YouTube Rewards. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

Q. What happens to a customer's points if they receive a store credit rather than a refund on an item(s) that they return?

A. If the customer receives store credit, their points balance will remain untouched. This is because store credit doesn't change the order's payment status.

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