Marsello offers twelve different ways for customers to earn loyalty points at your store with your loyalty program. This guide contains answers to frequently asked questions about the different ways customers can earn points.
Making a purchase earn option
Q. If my store supports multiple currencies and how does Marsello award points for international customers?
A. If your store is set to multiple currencies, customers are awarded points based on the amount spent. 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 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 that will be helpful to your store, please reach out to our support team and ask them to submit a feature request for this.
Q. When customizing how many points are awarded for every dollar spent, can the points awarded include decimals, for example, 1.5 points for every dollar spent?
A. It is recommended to round the points awarded value to a whole number if you would prefer a specific point-to-dollar ratio.
Q. If my customer's order total is $45.50 and my points reward is 1 point for every dollar spent, will their points round up to 46?
A. Marsello doesn't round up for 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 you authorize points to be awarded 14 days later (days are an example)?
A. Currently, this feature is not available in 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. 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. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊
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 then set it to live, will the customer earn points?
A. Points are awarded on the payment status, so if it’s a draft order and turns into Paid order, the customer will earn points.
Q. Is it possible to make signing up for loyalty optional?
A. By default, when a customer signs up or creates an account, they automatically receive a loyalty account. Currently, there isn't a way to make loyalty optional upon signup, however, if this is a feature that will benefit your store, please contact our support team. The team will be able to put through a feature request on your behalf.
In the meantime, as a potential workaround, you could disable the making a purchase earn option to prevent points from being awarded for purchases and manually award points to those customers who wish to participate in loyalty. You can keep track of these customers via a custom tag which will display on their customer account in Marsello.
Changes in Payment Status and Making a Purchase Earn Option
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.
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 change the gender options available in the Complete Profile form?
A. Yes, you are welcome to update the gender options to something more suitable for your brand. The gender fields can be updated via your app admin and are capped at three.
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. 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 there a system that can prevent customers from updating their profile every month to change their birthday and unlock birthday rewards?
A. The complete profile earn option can only be completed once to prevent abuse of updating the profile to earn more rewards.
Q. Is it possible to add more fields to the complete your profile earn option? Or, is it limited to only birthdate, gender, and mobile number?
A. Currently, there isn't a way to add more fields to the complete your profile earn option. 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. If I manually adjust a customer's points balance, will this reset the expiry time frame and count as the customer earning points in the same way?
A. Yes, a manual points adjustment counts as activity on the account and resets the rolling calendar for points expiry.
Q. Will the last chance points expiry go out at the time of the customer's last purchase 24 hours before the points expire? Or, will the email go out once the clock rolls over at midnight on the date prior to the points expiring?
A. Marsello runs an internal search for customers who meet the last chance points expiry criteria once a day. Those customers meeting the criteria at this time will enter the last chance flow and receive notice that their points are about to expire. If the account shows no activity within 24 hours of that email, the customer's points will expire.
Q. Is there a way to set all customer point balances in Marsello to 0 in one step?
A. Yes, this can be done using the Points Import tool on the customer page. You will need to create a .csv file containing the following columns customer's export ID or email and points column. Add a 0 to each row in the points column. When you upload this file, the customers whose export IDs or emails are included will see their points balances set back to 0.
Q. If a retailer were to update their points expiry from 6 months to 1 year, does that automatically update the expiration date across all customers (including ones that were set to expire this week?)
A. Yes, changing the points expiry from 6 months to 1 year will automatically update the expiration date across all customers.
Q. If I enable the points expiry feature and notifications today and set points to expire at the one-year mark, would I see the first notification emails go out today or one year from today?
A. Any customer who hasn't had activity past the threshold will automatically expire without notification. Those customers who are one day away from the threshold will receive a Last Chance email and those that are 30 days away from the threshold will receive a Reactivation email.
Q. Does Facebook's terms prohibit Marsello's earning points option of customers liking merchant's retail pages on Facebook?
A. Due to API limitations through social media platforms, Marsello is unable to tell if a customer likes or follows a page. The customer needs to go through the Marsello widget to link back to the social media site in order for points to be awarded. Retailers can still reward points for visiting the social media site and the end customer is only awarded for this action once. Merchants are able to 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 points for following a page on Facebook. 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. For merchants who only have physical store locations, is there any way for them to set up points earned for liking Facebook?
A. The earned points email will still give customers access to all of the features of the loyalty widget via the check rewards button. From here, a customer could still select the like on Facebook option from the widget and earn points.
Q. Is the earn option for product reviews only for Shopify & BigCommerce?
A. Yes, product reviews work with Shopify (available from the app store) and BigCommerce (built into the BigCommerce integration).
Earning Points Automation
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.