Incentivize customers to refer their friends to shop at your store. Reward customers with points when their friend makes their first order. This guide contains answers to frequently asked questions about the friend referral feature.
Setting up your referral program
Q. Is there a way to change the meta information 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 meta information 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 it possible to allow influencers make referrals through Marsello?
A. Currently, there isn't a feature to automatically do this. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊
In the meantime, Shopify stores achieve this manually by:
getting influencers to create a Shopify account
tag influencers in Marsello as "influencer"
creating a custom automation that uses trigger “When a customer enters a Segment”, Segment = Tag is “Influencer”. Then send an email that details the influencers' responsibilities & benefits and then use the referral program merge tag that the influencers can share with their followers.
Merchants can see the successful referrals made by the influencer via the “See insights” section of the referral program.
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. What happens if someone buys from a referral link and then returns the item? do the referral points also get returned?
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.
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. 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.
Referral rewards
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. Discount codes will appear at POS and will be available for use. Please note that for Lightspeed X-Series users, the discount code will show via both the iOS app and Chrome extension.
Q. For customers who received a referral discount in the past but didn't use it, is there any way they can find their discount code without tracking down the original referral email?
A. If the customer claimed the discount, then it will appear in their available rewards. If they didn't claim it from the email they will need to track it down, unfortunately.
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. Is there any way to edit or update the discount settings of the Referral discount?
A. Customizing the discount settings of the Referral discount is currently in closed beta. You can update the reward so that it can require a minimum spend and apply it to a specific product/product collection. Please refer to this help center guide for more details about the advanced setting options.
If you are interested in joining our closed beta program for this feature, please let our support team know.
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 reward that's offered for my referral program. What does the warning note I am seeing mean? It says, "customers who have previously claimed their reward may still be eligible to use them."
A. Customers who have previously claimed their reward may still be eligible to use them," means that any rewards claimed before the update will remain unaffected and will follow the original terms. Rewards claimed after the update goes live, however, will be subject to the new terms.
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.
Referral reporting
Q. Where can I find a breakdown of who referred who and potentially what the product was that was purchased from that referral?
A. A breakdown of who referred who and what what product was purchased from that referral can be found in the loyalty section earn options. Here you will have access to the See Activity for Referring friends insights and can see who has referred who. Attributable orders will also appear here.
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 run this for you.
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