Q. When customers are deleted from Marsello, what happens to the customers on Shopify? Are they instantly deleted, or is the sync just disconnected until they’re re-added?

​A. When a customer is deleted from Marsello, they are not removed from Shopify. The customer is simply unsubscribed from Marsello and no longer counts toward your billing total.

Q. Is Marsello compatible with Shopify 2.0?

A. Yes, Marsello is integrated with Shopify 2.0. Shopify 2.0 is Shopify’s updated theme framework that gives merchants more flexibility, faster performance, and easier design tools. It supports new features like sections on all pages, improved app blocks, and a cleaner editing experience.

Q. How long does it take for customers/orders to sync from Shopify to Marsello?

A. After the initial customer sync, customer data (customer and orders) will be kept up-to-date in real time. However, there may be a short delay of a couple of minutes. If you find the sync is taking longer than 15 minutes please contact our support team.

Q. I’ve canceled my Marsello account, but some customers have claimed discount codes. Can they still use them?

​A. Yes, customers can still redeem Marsello loyalty codes on Shopify after disconnection. If you would prefer these codes to be deactivated, please contact our support team.

Q. Is Marsello integrated with the Shopify Hydrogen framework?

​A. Marsello is not currently integrated with the Hydrogen framework. However, the Shopify Plus Checkout Extension is compatible, and customers will still sync and earn points for purchases.

If you're using Hydrogen and would like to see this integration 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 . If I upgrade my Shopify store to the new checkout extensibility, do I need to change anything in Marsello?

A. No, you don’t need to update anything in Marsello. Upgrading to Shopify’s new checkout extensibility doesn’t affect your Marsello integration.

If you’re on Shopify Plus and using a Shopify 2.0 theme, you can also add Marsello’s Rewards block to your online checkout to let customers redeem points without leaving the page.

Q. I’m using Shopify’s checkout extensibility. Can I embed a "create store account" option for customers who haven’t logged in?

​A. Currently, the "create store account" option cannot be embedded directly. It opens in a new tab. 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. If an order is purchased via Shopify using AfterPay and then partially refunded will I need to manually remove the customer's points from Marsello?

A. Marsello adjusts points based on the payment status in Shopify. If Afterpay doesn't update the payment status correctly, you may need to manually adjust the points in Marsello.

Q. Can I connect multiple Shopify eCommerce stores to my Marsello account?

A. No, each Marsello account supports only one eCommerce platform across all sales channels. You cannot connect multiple Shopify stores to a single Marsello account.

Q. Does Marsello work with Shopify versions earlier than 2.0, or do brands need to upgrade to Shopify 2.0 to use Marsello?

A. Marsello is compatible with all Shopify themes, including both pre-2.0 and 2.0 versions.

Q. I've just switched from another loyalty program to Marsello and cannot see the Customer portal on my store.

A. Before you begin troubleshooting, ensure your Shopify integration is enabled in your app admin under Settings> Connections> Sales platforms. If this is enabled, please go to Settings > Loyalty > Points program and ensure loyalty program is enabled. If both of these options are enabled and you still cannot see your Customer portal, please go to Customer experience > Personal device > Customer portal, go to Customer portal configuration > Position and select "Display on all screens" under Launcer visibility

Q. I have ShopPay and Google Pay on my Shopify store, can I still use Marsello loyalty?

A. Yes, Marsello loyalty discount codes can still be used and as long as the order status is marked under the required status points will be awarded.

Q. Is there a way to embed the Marsello loyalty widget on my Shopify eCommerce store?

A. Currently, there is no feature to embed Marsello’s loyalty points directly into a customer's profile page on the Shopify storefront. 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 a discount code in Marsello mapped to a discount code in Shopify?

A. Yes, it is. When Marsello creates discount codes, they’re automatically added to Shopify’s discount system. These unique discount codes ensure that each reward claimed in Marsello is seamlessly integrated into Shopify. Customers do not see these discount codes directly in their Shopify accounts; instead, they access their rewards through the Marsello customer portal once they are enabled. You can find the codes in your Shopify admin under Discounts, where they appear and work the same as standard Shopify discount codes, providing a centralized location for management and review.

Q. I have a group of customers whose orders flow to Shopify from Amazon and eBay. I don't wish for these customers to be enrolled in loyalty nor do I wish to market to them. Is there a quick way to tag customers in Marsello for blacklisting purposes?

A. Currently, there is no automated way to segment or blacklist customers who purchase via Amazon or eBay.

However, as a workaround, you can tag these customers in Shopify (e.g., with “Amazon” or “eBay”), and then use Marsello’s blacklisting settings to exclude those tags.

To prevent these customers from receiving marketing emails, follow these steps:

Use this segment as your email audience when sending campaigns.

Q. If a customer checks out as a 'guest' on Shopify, are they still created as a loyalty customer in Marsello?

A. Yes, customers who check out as a guest in Shopify are created as a customer in Marsello.

Q. My customer has a new email address and I've updated this in my POS system. This seems to have synced through to Marsello however, when I check my Shopify eCommerce system, it doesn't look like the email has updated.

A. This is expected behavior as there is a limitation that prevents updating the email of an existing customer in Shopify.

Q. Do notes on the customer's account in Shopify sync across to Marsello?

A. No, customer account notes in Shopify do not sync to Marsello at this time. 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 updated the birthday field for my Shopify store with a custom field app. Is it possible to sync this custom field over to Marsello?

A. Currently, custom fields cannot be synced from Shopify to 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. Is it possible to save loyalty points on Shopify metafields?

A. Currently, there isn't a feature available that will allow you to save loyalty points on Shopify metafields. 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 Marsello display points to be earned for a particular item and in checkout on Shopify?

A. No, Marsello calculates and awards loyalty points only after an order is completed. It does not display points to be earned at the product or checkout level.

Q. Is it possible to enable opacity outside the loyalty widget when customers are opening it? Ideally, I'd like this to show outside of the loyalty widget to be blurred when customers access the widget.

A. Currently, there isn't a feature setup opacity settings for the loyalty widget. IIf 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 on Shopify to show a signed-in customer’s points balance as a pop-up at checkout?

A. Currently, this isn't possible on standard Shopify. There is a platform limitation since the customer portal can’t appear at checkout. For Shopify Plus customers, loyalty can be added directly to the checkout page so shoppers can view points and redeem rewards there.

Q. Can a blacklisted customer in Shopify still redeem rewards they claimed before they were blacklisted? Does it affect rewards or only points being rewarded?

A. Blacklisting a customer only prevents them from earning points from the moment the blacklist rule is applied. Any points earned before blacklisting will remain on the account, and the customer will still be able to redeem rewards using those existing points.

Q. Is there a way to exclude product collections from being discounted by the use of Shopify tags when an order is placed or only by setting the discount to specific product collections when creating it?

A. Currently, there is no feature to exclude (blacklist) product collections from discounts using Shopify tags. However, you can achieve a similar outcome by whitelisting eligible collections during reward setup—i.e., selecting only the collections you want the discount to apply to.

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 Shopify's embedded reward checkout, will I need to have my Shopify checkout upgraded to Shopify Extensibility to use this?

A. Yes, you will need to upgrade to Shopify Extensibility to use this checkout. Please note this typically updates automatically; however, if you find yourself needing to run a manual update, please contact Shopify support.

Q. Can I create a reward that is both a dollar-off reward and offer free shipping to my customers?

A. Shopify merchants may enable the discount stacking feature in Marsello which will allow them to offer multiple discounts on an order.

Q. Is there a limit as to how many products I can whitelist in my product-specific rewards?

A. When creating a product-specific reward, Shopify merchants are limited to 250 whitelisted products.

Q. Is there a way to deactivate rewards when items are already discounted?

A. Marsello provides a setting that stops points from being awarded on discounted orders, but it does not natively prevent rewards from being applied to already discounted items.

To prevent earning points on discounted orders:

Please note, this setting is disabled by default, allowing points to be earned on discounted orders unless changed.

Additionally, you can explore workarounds discussed in the Shopify community here:
​How to stop discounts applying to already discounted products – Shopify Community

Q. We are currently having an issue where our checkout widget disappears when there is a discount on the order or on a product within the order. I turned all stacking for discounts on yesterday late afternoon and the issue is still occurring.

A. Currently, a limitation in the Shopify checkout extension prevents the Shopify Rewards Block from appearing during online checkout when Shopify discounts or sale items are applied. Our team is actively monitoring this and working on improvements.

Q. Do Shopify Smart Collections sync across to Marsello?

A. Currently, Shopify Smart Collections do not sync to 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. Can I prevent out-of-stock items from being added to the cart for loyalty rewards?
​A. Marsello does not currently monitor inventory levels and cannot prevent out-of-stock items from being redeemed through loyalty rewards. If this issue is occurring, please contact Shopify support for assistance, as inventory control is managed at the Shopify level.

Q. When creating a product-specific reward, is the number I see next to the product name the SKU? It doesn't match the SKU showing in the store.

​A. The number displayed is not the SKU—it’s the product ID.

Q. My store is based in New Zealand and I'm looking to add an Australian domain to it via Shopify Markets (with shared inventory but AUD currency). How does this affect loyalty points and rewards?

A. Marsello doesn’t track currency — rewards are applied to the order total regardless of currency. For example, a reward of “$50 off” will deduct 50 units whether the order is in NZD or AUD.
If you’re selling in multiple currencies, we recommend switching to percentage-based rewards for a more consistent customer experience.

Q. Can Marsello VIP Tiers be created as tags in Shopify Plus?

​A. Currently, Marsello does not support creating VIP Tiers as tags in Shopify Plus. 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 am using Marsello emails. Does this mean that I need to disable Shopify's transactional emails?

A. It is recommended to keep transactional emails enabled in Shopify. However, if you are using Shopify's abandoned cart email, please disable this one only. Having both the Shopify and Marsello abandoned cart flow enabled at the same time put customers at risk of receiving duplicate campaigns.

Q. If a customer requests to change their SMS marketing status and I update that in my Shopify admin, approximately how long will that take to sync across to Marsello?

A. Updates to customers marketing status should sync across right away to Marsello. If you do not see an update within 15 minutes, please contact our support team and let them know.

Q. Do Shopify customer tags sync across to Marsello?

A. Shopify customer tags do sync to Marsello’s Loyalty Settings and can be used to blacklist customers from Loyalty features.
However, these tags do not sync for marketing segmentation. If you want to segment customers by tags for email, SMS marketing, or automations, you’ll need to:

Q. I am using both Shopify campaigns and Marsello campaigns. If one of my customers unsubscribes from marketing via a Marsello campaign will this also unsubscribe them from the email I send from Shopify?

A. As we have a two-way sync with Shopify, any changes to the customer's marketing status from a Marsello email will sync across to Shopify.

Q. If I use a Shopify sign up form on my site, will new customer information sync across to Marsello?

A. Yes, as long as a customer account is being generated in Shopify, the new customer's details will sync across to Marsello.

Q. Can I use the Shopify theme’s default newsletter form to collect sign-ups and automatically sync into Marsello?

A. Yes, but only if the form is connected to your Shopify customer list.
When someone signs up through the default newsletter form, Shopify adds them as a customer with the “accepts marketing” status. Marsello then automatically syncs these customers and includes them in your marketing list.

Q, What is the trigger for a Shopify birthday flow?

A. There isn't a birthday trigger within the Shopify options currently. As Shopify accounts don’t collect birthdates, this would only be available in Marsello.

Q. I am currently using the Air Product Reviews app. Can I connect this to Marsello via Shopify flows to reward customers for leaving reviews?

A. It is recommended to use the JudgeMe app as it is natively integrated for product reviews. We are unable to guarantee that the Shopify flows will because the "Air Product Reviews" is dependent on Shopify's integration.

Q. Can Shopify Plus merchants use the built-in discount box?

A. Unfortunately, not. Customers can only enter discount codes in the original discount code box that is displayed at the checkout. This will still be there if they have Shopify Plus.

Q. Can a single Lightspeed O-series account connect to two separate Marsello accounts?

A. Currently, it is only possible to connect one Lightspeed O-Series account to Marsello account. It is not possible to connect an O-Series account to multiple Marsello accounts.

Q. When connecting Lightspeed O-Series and Shopify to Marsello, is there a specific order for adding the integrations?

A. No, there isn't a specific order for the integrations to be added. You can add Lightspeed O-Series and Shopify or vice-versa.

Q. I have a Shopify website for Australia and another for New Zealand, each with different domains (.com.au and .co.nz), allowing customers to toggle between countries. Do I need two separate Marsello accounts, or can I manage both under one Marsello admin? Note: I also have a Lightspeed O-Series POS connected to the New Zealand store.

A. It is recommended to have separate Marsello accounts for each Shopify store to ensure accurate and independent reporting.

However, if both websites operate under a single Shopify account with the same admin login, even if they use different domains, they can be connected to one Marsello account.

Q. If a customer creates an account in Shopify will they automatically sync to Lightspeed X-Series? Or does the customer need to place an order in Shopify after creating an account in order to sync through?

A. Customer syncing between Lightspeed X-Series/Marsello/Shopify works as follows:

Q. Which customer database is the "source of truth" if they have Shopify, Lightspeed X-Series and Marsello?

A. If using multiple integrations like Shopify and Lightspeed X-Series, Marsello includes a setting in your admin that determines how marketing preferences are managed. You can choose whether customers must accept marketing in all connected platforms or just one. By default, the setting is configured to require consent from only one connection.

Q. Can I use a third party to sync my Shopify eCommerce orders to my Lightspeed Retail (X-Series) POS integration?

A. If your business uses a third party to sync your Shopify orders to your Lightspeed Retail (X-Series) POS integration, Marsello will not be held liable for duplicate orders as we have no control over the sync. Please ensure you thoroughly test the sync between integrations if using a third party.

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