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Lightspeed Restaurant (O-Series) POS common questions
Lightspeed Restaurant (O-Series) POS common questions
Updated over a week ago

Find answers to frequently asked questions about customer engagement with your online store's loyalty program, data syncing, and other common questions related to Lightspeed Restaurant (O-Series) POS.


Integration Questions

Q. I have multiple Lightspeed Restaurant (O-Series) POS accounts (one for each of our franchises). Can all of these accounts be enabled under one Marsello account?

A. Yes, you can connect multiple Lightspeed Restaurant (O-Series) accounts to the same Marsello account. This will provide your customers with a seamless loyalty experience regardless of the location they purchase from.


Q. I'm looking to disconnect Marsello from my old Lightspeed Restaurant (O-Series) POS account and connect it to my new one. Can I expect any issues?

A. To ensure your customer data isn't lost in the transition, the preferred approach is to add your new Lightspeed Restaurant (O-Series) POS account to your current Marsello account and then disconnect your original Lightspeed Restaurant (O-Series) POS account.


Q. I've noticed that some of my customer orders have a hyperlink directing back to the order in the Lightspeed Restaurant (O-Series) POS. I also have Bopple connected, will I be able to hyperlink back to my Bopple orders as well?

A. Currently, only Lightspeed Restaurant (O-Series) POS orders can be hyperlinked back to the integration.


Customers

Q. If I import a mailing list into Marsello will these customers sync across to Lightspeed Restaurant (O-Series)?

A. Currently, imported customers only save in Marsello. They do not sync across to Lightspeed Restaurant (O-Series). If you would prefer to have these customers in your Lightspeed Restaurant (O-Series) account, it is best to import them directly into the integration and allow them to sync across to Marsello.


Q. If I unsubscribe a customer in Marsello, will this remove them from the integration?

A. Unsubscribing customers removes them from both the transactional and marketing lists in Marsello only. This will not affect the customer's marketing status in the integration.


Q. Can my Lightspeed O-Series customers save their loyalty bar code to their iPhone?

A. Currently, Marsello is not integrated with Apple Wallet. However, customers of Lightspeed O-Series merchants can save their loyalty barcodes to their iPhone as an app.

First, you'll need to scan the QR code in-store or at checkout. This will open up the merchant's login page where you can Sign in with Apple. Once you are signed in, your loyalty account will appear, select Show My Card. This will open up your loyalty code which can be scanned at checkout. Select Save to phone home screen to save your card to your phone. Follow the prompts and select the Share button. Then select Add to home screen. Rename the app if needed and then select add. Your loyalty card will appear on your home screen as an app. Open the app to access your loyalty bar code.


Q. What is the correct mobile number format when updating a customer's account?

A. When signing a new customer up, the correct mobile number format includes the country code with no spaces. For example:

  • +1000000000 for USA

  • +61400000000 for Australia

  • +642000000000 for New Zealand


Q. How long does it take for customers to sync to Marsello from Lightspeed Restaurant (O-Series) POS and Bopple when a merchant first creates their Marsello account?

A. Customers should come through within a few minutes. If you have a large customer base it may take a few minutes to sync.


Q. Can I tag customers for segmenting purposes from the QR code signup?

A. Currently, there isn't a feature that will allow you to tag customers for segmenting purposes directly from the QR code signup. If this is a feature you would be interested in, please reach out to our support team and let them know of your interest.


Q. Can I blacklist customers coming through to Marsello's customer list from delivery - for example Door Dash or Uber Eats?

A. Currently, there isn't a feature which will blacklist customers based on their email domains. However, you could use the customer tags available in Lightspeed Restaurant (O-Series) POS to identify these customers and use that tag to exclude them from loyalty. Please note that these customers will still be added to your Marsello database, however, they will not be able to earn points.


Q. I've noticed these numerical tags for my customers that have been created by Marsello. What are they and can I delete these as I haven't created them?

Screen-Shot-2022-03-15-at-11.45_1.png

A. This tag is a Marsello-generated customer ID that links your integration profile to Marsello. Do not delete these.


Q. Do customer membership numbers sync through to Marsello?

A. No, customer membership number or their barcode from physical loyalty cards do not sync across. If this is a feature you are interested in, please let our support team know of your interest.


Q. If a customer profile is created at Lightspeed Restaurant (O-Series) POS with name and mobile. However, the customer does not complete their profile with their email address. This customer then proceeds to create an online profile via Bopple with their email address, will this create a second profile for this customer?

A. If they are creating the second account with an email address it would create a second account in as we don't have anything to match the original account to. Marsello uses the customer's email as the unique identifier.


Q. The tag that is assigned to Lightspeed Restaurant (O-Series) customers by Marsello, when is this assigned?

A. Customers will be tagged when a given customer has interacted with Marsello - made an order, claimed a coupon, interacted with a campaign, etc.


Q. Does the customer need to hide or show their email address in Apple or Facebook to receive marketing from Marsello?

Original question:

Apple has the ability to show or hide email address, if they hide their email, will we be able to see the customer's email and send them marketing emails?

This is the case with SSO platforms. This isn’t only Apple, Facebook also has the ability to choose not to share their email address with the platform. If they ‘hide’ the email address, it is hidden from Marsello and you won't be able to send them emails.

It is recommended to inform their customers that they need to share their email addresses to be part of the loyalty program. Some suggested text to this effect is, " To be part of the loyalty program, please be sure to share your email address when signing up. We take your privacy very seriously. The information you provide will be held under the General Data Protection Regulation (GDPR) (EU) 2016/679.”


Q. If I use Lightspeed Restaurant (O-Series) POS on iPad, will I need to organize a physical scanner in order to scan customer QR codes.

A. Yes, it is recommended to use the Element P303BT scanner to scan customer QR codes.


Insights

Q. How often does the multi-site reporting update?

A. Multi-site reporting updates hourly.


Rewards

Q. Are points removed for refunded orders in Lightspeed Restaurant (O-Series)?

A. Once a sale is refunded, points are not automatically removed. Any change in points balance would need to be done via a manual points adjustment.

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


Q. Are merchants able to select product variants in Lightspeed Restaurant (O-Series) POS as a free product?

A. Currently, there isn't a feature available that allows you to choose product variants. If this is a feature you are interested in, please let our support team know of your interest.


Q. Is it possible for a customer to use multiple loyalty rewards in one order in Lightspeed Restaurant (O-Series) POS?

A. This is entirely up to your business' discretion. Marsello does have the capacity to allow the use of multiple loyalty rewards in the Lightspeed Restaurant (O-Series) integration


Signup Form

Q. Is it possible to customize the O-series phone app sign-up page to request a date of birth?

A. Currently, there isn't a feature available to customize the Lightspeed Restaurant (O-Series) phone app sign-up page to request a date of birth. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.

In the meantime, you can still capture customers' dates of birth by enabling the 'complete profile' earn option in your loyalty earn options.


Q. Will those customers who do not accept marketing receive my enabled SMS automation after signing up?

A. The trigger for the SMS signup automation is considered transactional and will go out to all customers regardless of marketing status when they sign up.

This trigger cannot be updated and the message will be sent as soon as the customer signs up.


Q. My customer has signed up via a QR code but I haven't seen them sync through to Marsello.

A. If your customer has signed for via a QR code and hasn't synced across to Marsello, please confirm the following:

  • check to see that your QR code is enabled in Marsello under QR codes

  • has it been longer than 10 minutes since the customer has signed up? Sometimes there can be a slight delay for the customer too sync through.

If the code is enabled and it has been longer than 10 minutes since the customer has signed up, please reach out to our support team for further investigation.


Q. I use Lightspeed Restaurant (O-Series) and have just set up my in-store portal for loyalty QR code sign-ups. Is the single sign-on screen the only option for signing in? Can customers sign up just with a full name and email instead?

A. Currently the in-store portal uses SSO (single sign-on) authentication only. If the ability to use your name, email & password is something you are interested in, please reach out to our support team and let them know of your interest.


Scanner

Q. How does the barcode scanner (Element P303BT) work with Marsello?

A. To use the barcode scanner (Element P303BT), the staff member clicks ‘Add Customer’ on the sales screen. They then click the search field and scan the QR code. The customer's profile will then populate.


eCommerce Integrations

Q. Could I enable Bopple in Marsello along with my Lightspeed Restaurant (O-Series)

POS? I also have Shopify enabled.

A. Yes, you can enable Bopple in Marsello even if you have both Lightspeed Restaurant (O-Series) POS and Shopify enabled.


Q. If a customer is created in Lightspeed Restaurant (O-Series) POS and in Shopify, is it possible for there to be two customer accounts with the same email address?

A. Yes, this can happen if the customer creates their account and then updates their email address after Marsello is connected.


Whitelabel Merchants

In-store portal

Q. Can I remove marsello.app from my domain?

A. Only the subdomain may be customized when working on domains. If customizing the main domain is something you are interested in, please reach out to our support team and let them know of your interest.


Q. Can you change the logo for the in-store portal if it's saved as a bookmark to your phone home page?

A. Currently there isn't a feature available that will allow you to change the logo for the in-store portal if it's saved as a bookmark to your phone home page. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.


Q. How does the in-store portal sync work; if I create an account via this portal first; will it sync through to Lightspeed Restaurant (O-Series)?

A. If you access the portal and sign up via a QR code, it will take a few minutes (no more than 5) for the new profile to appear in the POS. If you can access the in-store portal through a text message, this is due to a profile being previously created for you in POS which triggered the SMS automation to send.


Q. I'm not sure if I'm a Whitelabel O-Series merchant. Is there a place I can check for that?

A. To confirm if you are a whitelisted merchant or a marketplace merchant, you will need to check your domain:

  • bopple.app.storename --> If you see this, you are a Marketplace merchant (gray label)

  • storename.bopple.app --> If you see this you are a Whitelabel merchant


Rewards

Q. Can discount codes sent via email be redeemed in-store?

A. As long as the customer clicks on the call to action button to claim the discount code, the discount will show under the Lightspeed Restaurant (O-Series) customer profile and the coupon number will show there too. Staff will simply need to click redeem on the reward.


Forms

Q. Can a link be added to the sign-in/signup form for Whitelabel Lightspeed Restaurant (O-Series) retailers that ask customers to sign in via the QR Code and don't have access to Gmail, FB, or Apple?

A. Sign-in/signup options for forms currently include Gmail, Facebook and Apple. If there is another sign-in/signup method that you'd like to see offered that isn't yet available, please reach out to our support team and let them know.

In the meantime, if you have customers who want to signup and do not have a Gmail, Facebook or Apple account, you can manually create a profile for them inside the POS sales screen.


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