For Shopify POS merchants
Shopify POS tile
Q. Which devices are compatible with Marsello's integration with Shopify POS?
A. Marsello's integration with Shopify POS is designed to work seamlessly on desktop devices and iPads. However, please note when using Marsello on an iPad, the following criteria must be met:
As of September 30, 2022, Shopify POS will only release fixes and bug updates for those merchants using iOS 13 or higher. Those merchants using iOS 12.5 and lower may still use POS but will not have access to these updates.
Q. I'm trying to access loyalty rewards from Shopify POS, and I can see 4 different app extensions. Which one should I install?
A. The Marsello: Scan, redeem loyalty rewards app extension is the only Marsello tile that you need to install.
The "Marsello: Loyalty, Email & SMS" and the "Show customer's rewards" are now legacy app extensions and will be removed in the coming months.
Q. Is the Marsello: Scan, redeem loyalty rewards tile available on all Shopify plans?
A. The Marsello tile is available across all Shopify POS plans.
Q. Is it possible to change the color of the tile on Shopify POS to make it easier for the retailer to see?
A. Yes, it is possible to update the color of the tile in Shopify POS. The edits can be made from within the POS app itself. Color options include yellow, blue, and gray.
Q. We have a Shopify online store and Shopify POS Pro, but we can't see customer points on the POS system. Why is that?
A. You should be able to view customer points on your Shopify POS Pro system. To troubleshoot why you maynot be able to view these, please check and confirm the Marsello: Scan & Redeem Loyalty Rewards app is installed on the iPad you use for accessing Shopify POS in-store.
Redeeming rewards and email discounts on Shopify POS
Q. How can I access a customer's loyalty profile to redeem rewards during a sale?
A. You need to make sure that the Marsello: Scan, redeem loyalty rewards app extension has been added to your Shopify POS registers. Then, to access a customer's loyalty profile and redeem rewards during a sale, follow these steps:
1. Add the customer to the sale
2. Tap "Show loyalty rewards"
This will open the customer's loyalty profile, displaying their points balance, VIP tier (if enabled) and any loyalty rewards and email discounts the customer has available to them.
Q. Does the points cost get removed from their points balance when they redeem a reward?
A. Yes, as soon as a loyalty reward has been applied to the sale, the customer's points balance is adjusted, removing the reward's points cost.
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 an applied 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. What happens if the staff member adds a specific product or collection reward, but the product hasn't been added to the cart?
A. In this scenario, the following experiences will occur:
For % off specific-product, or % off specific product collections: This discount will not be applied, and the staff member will see an error message.
📝 Note: IF this is a loyalty reward, the customer's loyalty points will not be removed.To fix: The staff member will need to add the related product to the sale. They can then open the customer's loyalty profile and apply the reward discount again. When the reward has been applied to the sale, the customer's loyalty points will be removed.
For Free Product, $ off specific-product, and $ off specific-product collections: If this reward type is added to the sale, it will calculate to be a $0 discount as the product is not in the current cart.
📝 Note: IF this is a loyalty reward, as the reward discount was applied to the sale, the customer's loyalty points cost has been removed from their points balance.To fix: The staff member will need to remove the discount from the current sale. They can add the related product to the sale and then open the customer's loyalty profile. Their claimed reward discount code will display as the first reward available, ready for the staff member to click apply to add the discount again.
Q. Can customers redeem more than one reward at a time?
A. This feature is currently in closed beta. Please consult this help center guide for more details and let our support team know if you are interested in joining the closed beta group.
Q. How do customers redeem rewards online?
A. Customers can claim a reward on your customer portal, and then redeem it by pasting the code into the discount bar at checkout. How customers redeem rewards online.
Q. I can see that a coupon has been created for my customer in Marsello but isn't showing up in my customer's loyalty account. Why is that?
A. If you have sent an email out to customers, this will create the coupon for them in the backend. In order for the customer to access that code from their loyalty account, they will need to click on the claim discount or call to action button from the email itself. Once the code is officially claimed, it will appear in the customer's account active and ready for use.
Q. At checkout, is it possible to use my iPad to scan customers' loyalty cards or will I need to use a scanner to do this?
A. When scanning customer loyalty cards at checkout, you should be able to use a scanner. The process looks like:
Taps to search a customer using the normal Shopify POS method (not the Marsello tile)
Scan the customer's card and that will add them to the email address.
📝Note: iPads only allow one keyboard at a time, so if they type using the keyboard during a POS transaction you may need to consider instead using the built-in Marsello tile with the iPad camera function.
Shopify POS Product Recommendation Tile
Q. How do product recommendations work for in-store customers?
A. For product recommendations to display effectively in-store, it's recommended to have images for at least three products saved in your POS system. If you're an omnichannel merchant and your POS products don’t have images, the recommendation algorithm will default to your online store’s product data instead.
Q. Why are the product recommendations are not populating at POS?
A. The product recommendations tile requires at least 3 products with images to display any results. Please ensure that your Shopify products have product images to use this tile.
Customers
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. Can customers sign up using only their name and mobile number?
A. While customers can sign up for the loyalty program on Shopify POS using their first name and phone number, it is important to note that customers will still need to provide an email address to redeem loyalty rewards. The email address serves as a unique identifier in eCommerce platforms, allowing the customer to be matched across both in-store and online activities.
Q. Which fields from the Shopify POS customer profile will sync with Marsello?
A. The following fields sync from Shopify POS to Marsello:
First name
Last name
Email
Mobile number
Marketing preferences
Address fields
Q. Does Marsello sync a customer's marketing opt-in status from Shopify POS?
A. Yes, when a customer's profile is updated in Shopify, Marsello will also receive the updated customer's information including first name, last name, email, mobile number, address, and marketing opt-in preference.
Q. Do Shopify customer tags sync into Marsello?
A. While Shopify customer tags do sync through for blacklisting from Loyalty via Settings, it is important to note that they do not currently sync through for segmentation in Marsello. 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 long does it typically take for data, such as an order, to sync from Shopify POS to Marsello?
A. Data typically syncs in real time or within a maximum delay of approximately 10 minutes, ensuring timely access to key customer and order information in Marsello.
Q. If a customer is deleted in the Shopify admin, will they also be deleted from Marsello?
A. Yes, if a customer is deleted in the Shopify admin, they will be automatically removed from your Marsello account as well.
Q. Does importing customers into Marsello automatically add them to my Shopify account?
A. Yes, when you import customers into Marsello, if the customer doesn't already exist in your Shopify account (note: email is used as the unique identifier), the customer will automatically be created as a guest customer in your Shopify account.
Q. If a staff member adds a note to a customer in Shopify POS, is that note passed into Marsello?
A. Currently, Marsello does not sync across notes on customer accounts. 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!
Rewards & Email Discounts
Q. What types of rewards and email discounts can I create if I'm using Shopify POS?
A. All discount types are available with Shopify POS (and Shopify eCommerce):
✅ $ off storewide
✅ % off storewide
✅ Free product
✅ $ off specific-products
✅ % off specific-products
✅ $ off specific-product collections
✅ % off specific-product collections
✅ $ off with minimum spend requirement
✅ % off with minimum spend requirement
❌ Free Shipping (online only reward)
How customers view their loyalty profile
Q. How can a customer check their points balance or the rewards they have available?
A. This depends on your store type:
Omnichannel merchants (online + in-store): If the customer has created an account on your online store, they can log in to view their points balance and available rewards. Alternatively, they can ask a staff member in-store during checkout.
Shopify POS (brick-and-mortar only): Customers can check their points balance by asking a staff member at checkout.
Q. Can I send customers an update on their points balance?
A. Yes! You can enable the Points Earned automation to automatically notify customers when they earn points, their updated points balance, and how close they are to their next reward.
You can also include a customer’s points balance, VIP tier, and referral link in email campaigns or automations by using loyalty merge tags in your email or SMS templates.
Q. Is there a loyalty program link that I can add to my emails so customers can access their loyalty profile easily?
A. For omnichannel merchants (online + in-store): Yes, you can create a unique loyalty link that you can share with your customers. Here's how to create your loyalty program link. In your email automations, you can include the 'Loyalty block' in your email templates or for email campaigns add a button and add your unique loyalty link as the URL.
Q. How do I tell customers they have available rewards?
A. You can enable the reward unlocked automation, which will notify customers as soon as they have enough loyalty points to claim a reward. This automation includes a loyalty button "Check Rewards" that customers can click to view their loyalty profile.
Shopify POS and other integrations
Q. Can I connect both Cin7 Omni and Shopify POS in Marsello?
A. Yes, it is possible to connect both Shopify POS and Cin7 Omni to Marsello.
Shopify POS General Questions
Q. I am using custom metafields in Shopify. Will the details I'm capturing (birthdays) automatically sync across to Marsello?
A. Currently, there isn't a sync between metafields and Marsello.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 ensure all customers receive points for account creation - both guest and registered?
A. To provide all customers points for account creation (whether they are a guest account or create an official account), be sure to select the check box under the points setting field that reads "New customers who are added as guests can earn points".
Q. Can I add a customer to a sale in POS after the transaction is completed?
A. You can add or update a customer on a completed sale in Shopify POS by editing the order details.
From the Shopify Admin:
Log in to your Shopify admin.
Go to Orders and select the order you'd like to edit.
Click the customer’s name to update their details, or select Add customer to assign a new one.
Save your changes to apply the updates.
From the Shopify POS app:
Tap on the relevant order, then update or add the customer information directly from the order screen.
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