Reward customers when they sign up and shop online with Shopify eCommerce. This guide contains answers to frequently asked questions using Shopify eCommerce.

Q. When customers are deleted from Marsello, what happens to the customers on Shopify? Will they be instantly deleted from Shopify or does this just disconnect the account from syncing until they are re-added?

A. When a customer is deleted from Marsello, they are not removed from Shopify. The customer is simply unsubscribed from Marsello and will no longer count toward billing.

Q. Is Marsello compatible with Shopify 2.0?

A. Yes. Marsello is integrated with Shopify 2.0.

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 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. I've canceled my Marsello account, however, I realized that some customers have claimed discount codes on their accounts. Will these customers still be able to use these codes?

A. Yes, customers will be able to redeem their Marsello loyalty codes on Shopify after disconnection. Please contact our support team if you would prefer these codes to not be redeemable.

Q. Is Marsello integrated with the Shopify Hydrogen framework?

A. Currently Marsello is not integrated with the Hydrogen framework. However, if you are using this framework, please note that the Shopify Plus Checkout Extension will work and customers will sync and earn points for purchases.

If using Marsello with Shopify Hydrogen is something you are interested in, please reach out to our support team and let them know of your interest.

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, there isn't a feature which will allow you to sync custom fields to Marsello. However, if this is a feature you are interested in, please reach out to our support team and let them know of your interest.

Q. If I upgrade my Shopify store to have the new checkout extensibility, is there anything I need to do in Marsello in terms of integration?

A. If you upgrade your Shopify store to have the new checkout extensibility, you won't need to do anything on the Marsello side as this will not impact the integration.

Q. I am using Shopify's checkout extensibility. Can the experience for customers who haven't logged in see the "create store account" option embedded? Currently this opens a link in a new tab where you have to navigate back to the checkout.

A. Currently, there isn't a feature which will allow you to embed the "create store account" option onto your Shopify store. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.

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's point awarding/removing is dependent on the Shopify payment status. If Afterpay is not updating the payment status in your Shopify integration, you will need to run a manual points adjustment.

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

A. Currently, Marsello does not support connecting multiple Shopify eCommerce stores to a single account. Each Marsello account supports only one eCommerce platform across all sales integrations.

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. 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 only stops points from being awarded from the moment the rule is put in place. If customers have previously earned points, they will remain on the account and the customer will be able to claim/redeem rewards for those points.

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. However, if this is a feature you're interested in, please reach out to our support team and let them know 😊

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

A. Currently, there isn't a feature available that will allow you to create VIP tiers as Tags in Shopify Plus. However, if this is a feature you're interested in, please reach out to our support team and let them know 😊

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 isn't a feature to blacklist items from being discounted. However, if this is a feature you're interested in, please reach out to our support team and let them know.

In the meantime, you could still achieve the goal of excluding product collections from being available for a discount code. This can be done by whitelisting or adding only those collections to a reward that are eligible to receive that reward.

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 isn't an automatic way to segment customers who shop on Amazon and eBay for blacklisting purposes. However, as a workaround, you could tag the eBay and Amazon customers in Shopify and add that tag to the Marsello blacklisting settings.

To exclude these customers from marketing campaigns, you would need to do a manual process of exporting these eBay customers from Shopify and run a custom tag import in Marsello. From here, you can create a custom segment via the custom tag. This will allow the merchant to review these email addresses. If you wish to send a campaign and exclude these email addresses, you will need to create a segment with the following conditions:

"custom tag" "isnot" "____"

You can then set this segment as the audience when they need to email customers who are not eBay. Please note that this will need manual constant updating!

Q. Can Marsello display points to be earned for a particular item and in checkout on Shopify?

A. No, Marsello calculates points only after an order is completed.

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

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

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

A. Before you begin troubleshooting, ensure your Shopify intergration is enabled in your app admin under Settings> Integrations > 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 loyalty widget, please go to Customer experience > Online > Online portal (Legacy), click on the tab tab and then tab visiblity to ensure this is set to desktop, mobile or desktop and mobile.

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. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.

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 that will allow them to offer multiple discounts on an order.

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

A. Currently, there isn't a feature that will a customer's the loyalty points information to their customer profile page on Shopify online store. If this is a feature you are interested in, please let our support team know of your interest.

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

A. Currently, notes on the customer's account in Shopify do not sync across to Marsello. If this is a feature you are interested in, please let our support team know of your interest.

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

A. To prevent rewards redemption on discounted orders, you can adjust the "Do not reward points on discounted orders" setting in your Marsello dashboard:

Default Behavior:

The Shopify community also has a few workarounds on ways to do this.

https://community.shopify.com/c/shopify-discussions/how-do-i-stop-discounts-applying-to-already-discounted-products/td-p/2661221

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. 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 will sync into the Loyalty Settings so these customers can be blacklisted from Loyalty features. However, these tags will not sync across for marketing purposes. If you wish to segment customers by tags, you will need to export the tagged customers from Shopify and do a customer import to tag them in Marsello in order to create segments for email/sms marketing/automations.

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. Do Shopify Smart Collections sync across to Marsello?

A. Currently, Shopify Smart Collections do not sync to Marsello. If this is something you are interested in, please let our support team know.

Q. Is there a way to keep out of stock items from being added to the cart for loyalty rewards?

A. Currently, there isn't a mechanism to prevent out-of-stock items from being added to the cart for loyalty rewards through Marsello. Marsello does not have functionality to monitor inventory levels. If you are finding that out of stock items are being applied to the cart, please reach out to the support team at Shopify and let them know.

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, 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 one for New Zealand that allows customers to toggle between two countries (and the countries have different URLS - one is .co.nz and the other is .com.au), will I need two Marsello accounts or can I connect everything under one Marsello admin? Please note, that I also have a Lightspeed O-Series POS connected to their NZ stores.

A. It is recommended to have separate Marsello accounts for each store and run them independently for reporting purposes. However, if your website is under the same Shopify account using the same login (different domains), we can connect them 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 you have multiple connections such as Lightspeed X-Series and Shopify, there is a setting in your Marsello admin that asks if the customer needs to accept marketing in all connections or just in one connection. This then sets the customer’s accepts marketing preferences in Marsello. By default, this setting is set to only one connection.

Please note: If the customer unsubscribes from email marketing via Marsello, then Marsello will update their marketing preference in app to “doesn't accept marketing” and the customer will no longer be able to be sent marketing from Marsello.

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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