General questions about the referral program
Q. Is it possible to allow influencers make referrals through Marsello?
A. Currently, there isn’t an automated feature for this. However, if it’s something you’re interested in, please let our support team know 😊.
In the meantime, Shopify stores can set this up manually by:
Asking influencers to create a Shopify account.
Tagging those accounts in Marsello as "Influencer".
Creating a custom automation triggered by “When a customer enters a Segment”, using the Segment = Tag is “Influencer”.
Sending an email that outlines influencer responsibilities and benefits, and includes the referral program merge tag for them to share.
You can track successful referrals made by each influencer in the "See insights" section of the referral program.
Q. What happens if someone makes a purchase through a referral link and then returns the item? Are the referral points revoked?
A. Currently, there isn't a feature available that will remove points that were rewarded from a successful friend referral when the referred friend returns the items for a refund. If this is a feature you are interested in, please reach out to our support team and let them know.
Q. Is it possible to translate the part of the email where a customer choose to send Referral link?
A. Currently, there isn't a feature available that will allow you to translate the part of the referral email that provides options of where to send the referral link. 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. Is it possible to restrict the referral program to specific customers, such as brand ambassadors?
A. Currently, there isn't a feature available that will allow you to restrict the referral program to specific customers such as brand ambassadors. If this is a feature you are interested in, please let our support team know.
Q. Can I generate a list of my customer's referral links? I would like to create coupon images and make them clickable so that my customers can share the coupon rather than the referral link.
A. Currently, there isn't a feature that will allow you to generate a full list of customer referral links to download. However, our support team will be able to generate this list for you.
Customizing your referral program
Q. Is there a way to change the metadata that appears when sharing the referral link? At the moment, it only shows up as "rewards".
A. Currently, there isn't a feature to update the metadata when sharing the referral link. 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 it possible for the referral link to be the retailers' domain, not Marsello’s? Can I use a custom domain to do this?
A. Currently, there isn't a feature to create a custom domain for the referral links. 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 any way we can insert the customer's referral link into a button instead?
A. Currently, there isn't a feature to add the customer's referral link to a button, 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. Can you enable the referral program so that it only works for specific store locations?
A. Currently, there isn't a feature available that will allow you to enable the referral program at specific store locations. If this is a feature you are interested in, please let our support team know of your interest.
Q. Is there a way to adjust the referral link banner?
A. Currently, there isn't a feature that will allow adjustments to the referral link banner. If this is a feature you are interested in, please let our support team know.
Q. Is there a feature that allows me to award a discount to the referrer/original customer for a successful friend referral?
A. Currently, there isn’t a feature that allows you to automatically award a discount to the referrer/original customer for a successful referral.
Referral program rewards questions
Q. Should discount codes generated by the referral program work at POS even if they aren't specifically claimed via email like a regular code?
A. Yes, referral discount codes will appear at POS and can be used, even if they weren't specifically claimed via email. For Lightspeed X-Series users, the code will show in both the iOS app and Chrome extension.
Q. If a customer received a referral discount in the past but didn’t use it, can they find their code without locating the original referral email?
A. If the customer claimed the discount, it will appear in their available rewards. If they didn’t claim it via the original email, they’ll need to locate that email to access the code.
Q. Can a customer redeem a referral discount after they have already made their first purchase?
A. Absolutely, customers can redeem the code whenever they are ready. Please note that the referring customer won't receive their bonus points until the code is used.
Q. Can I edit or update the discount settings for the referral reward?
A. Yes, you can edit or update the discount settings for your referral rewards by setting a minimum spend or applying the discount to specific products or collections. Please refer to our help center guide for more details.
Q. Is there a way to offer referrals of current customers in VIP tiers different rewards based on the tier the current customer is in. For example, can base tier member friends receive 5% and gold tier member friends receive 15%?
A. Currently, there isn't a feature which will allow you to offer varying referral discounts based on the current customer's tier. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.
Q. I’ve updated the referral reward. What does the warning “customers who have previously claimed their reward may still be eligible to use them” mean?
A. This message means that any customers who claimed their reward before the update will still be able to use it under the original terms. Only rewards claimed after the update will follow the new rules.
Referral program reporting questions
Q. Where can I find a breakdown of who referred whom and what product was purchased from that referral?
A: You can find this information in the Loyalty > Referral program section. Here you'll be able to view who referred whom. Any attributable orders, including product details where available, will also appear in this section.
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