Integration
Q. Can I connect multiple BigCommerce accounts to one Marsello account?
A. Currently, you can connect one BigCommerce account to one Marsello account.
Q. If my BigCommerce orders sync into my POS account, will this award double points for the same order?
A. No. Marsello prevents double point rewards for the same order. If a customer earns points online via BigCommerce, syncing the order to your POS won’t award points again, and vice versa. This ensures fairness by awarding points only once per order.
Q. I am switching from one eCommerce platform to BigCommerce, can customers keep their current rewards? Do customers just need to create an account on BigCommerce, and will their points and rewards sync via the widget?
A. Customers must create new BigCommerce accounts because accounts can’t transfer between platforms. However, if they use the same email, they’ll access their existing loyalty profile.
📝 Note: previously claimed rewards (discount codes) from the old platform won’t work on BigCommerce. Only new rewards and discounts earned on BigCommerce will apply.
Customers
Q. If a customer registers for Marsello on Big Commerce and then comes in-store, will the contact flow into Cin7?
A. Yes, if the customer is created in Cin7 using the same email as their BigCommerce account. This links their Marsello profile, retaining earned points from BigCommerce.
Q. Do customers receive a loyalty account automatically when signing up for a customer account in my BigCommerce store?
A. To enable store account creation, go to Store Setup > Store Settings > Display, and set “Account Creation” to “Yes.” Customers can create accounts or checkout as guests. Either way, they’ll be added to your loyalty program and earn points.
Q. Which fields from the BigCommerce customer profile will sync with Marsello?
A. The fields that will sync from the BigCommerce customer profile to Marsello include the customer's first name, last name, email, mobile and marketing opt-in preference.
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. If a customer is deleted in the BigCommerce admin, will they also be deleted from Marsello?
A. Yes, deleting a customer in BigCommerce automatically removes them from Marsello.
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 a 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, removing the discount code will not result in a refund of points.
Q. If a customer is created in BigCommerce, does Marsello create this customer in the POS?
A. No, currently, when a customer is created in BigCommerce, Marsello does not automatically create the same customer in the POS (Point of Sale) system. However, the customer information is created and stored within Marsello, allowing you to leverage it for your loyalty program and marketing efforts. If this sync interests you, please 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 necessary to integrate BigCommerce and my POS platform together for Marsello to work, or can Marsello integrate independently with both POS and BigCommerce?
A. No, BigCommerce and your POS do not have to be integrated for Marsello to work. You can have separate POS and eCommerce setups, and Marsello will still function seamlessly with both.
Q. We have both BigCommerce and Lightspeed (X-Series) connected to Marsello. A customer is created in BigCommerce and they checkout, signing up to the loyalty scheme. They then come into store and go to purchase something (using Lightspeed X-Series). When searching the customer in Lightspeed, they are not coming up, despite having enrolled in Loyalty and appearing in Marsello. That means that their loyalty redemption options are also not showing.
A. If you have both BigCommerce and Lightspeed (X-Series) connected to Marsello, customers will need to create an account both in-store and online using the same email address. Marsello uses the email address as a unique identifier to automatically link the accounts, enabling customers to earn points and redeem rewards from the same loyalty account across both in-store and online platforms.
Loyalty - Earning points
Q. How does a double points promotion work with delayed shipments? Let's say, for example, my settings are configured to award points when the order status is either “completed” or “shipped,” and I run a double points promotion for 24 hours, will orders marked completed or shipped after two weeks be backdated to the promotion period and receive double points?
A. No. To qualify for the double points promotion automatically, orders must be marked as completed or shipped within the 24-hour promotion window. Orders fulfilled after this period will not be backdated to the promotion date. For orders with delayed shipments that fall outside the
Q. I have a headless BigCommerce store and am using WordPress as my main website. As my orders are recorded in Marsello, will customers continue to earn points?
A. Yes, as long as your making a purchase earn option is enabled in Marsello and orders are being recorded in your connected BigCommerce store, customers will earn points for their purchases.
Q. I have a headless BigCommerce store and am using WordPress as my main site, can I still create a tabless loyalty program for my site so that customers may access the widget?
A. Currently, we are not integrated with WordPress. If you were to create a tabless program, this would point customers to your BigCommerce site. If this is something you'd like to see added, feel free to vote for this integration. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!
Our support team can also assist you with access to the Marsello API so that you may build a widget for your WordPress site.
Loyalty - Redeeming rewards
Q. Is it possible to stack loyalty discounts in the BigCommerce integration?
A. Currently, there isn't a feature that will allow you to stack Marsello loyalty discounts using BigCommerce. 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!
Marketing
Q: Is there an abandoned cart automation feature available with BigCommerce integration?
A: Currently, an abandoned cart automation is not available for the BigCommerce integration. 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!
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