Q. How does Marsello synchronize with Lightspeed Restaurant (O-Series)?

​A. Marsello integrates seamlessly with Lightspeed Restaurant (O-Series) using features like the All Customer Creation (Beta). This ensures that customers in your loyalty program are automatically synced with Lightspeed’s customer database, minimizing manual data entry and keeping customer records accurate across both platforms.

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 want to disconnect Marsello from my old Lightspeed Restaurant (O-Series) POS account and connect it to a new one. Will this cause any issues?

​A. To avoid losing customer data during the transition, it’s best to first add your new Lightspeed Restaurant (O-Series) POS account to your existing Marsello account, then disconnect the old account.

Q. Can I connect multiple Lightspeed O-Series companies/accounts to one Marsello account? Or only multiple sites within the same Lightspeed company/account?

A. You can connect multiple Lightspeed Restaurant (O-Series) accounts—even from different companies—to the same Marsello account. This provides a unified loyalty experience across all your locations.

Q. Is there a way to register new members in Marsello onsite without using the Lightspeed Restaurant O-Series POS system and still have those customers sync to the POS?

​A. Yes. Whenever a customer is created in Marsello—whether through the Customer Portal, sign-up form, referral program, or other methods—they automatically sync with Lightspeed Restaurant O-Series. Please note that this synchronization can take up to 10 minutes.
This process uses the All Customer Creation Beta feature, ensuring smooth synchronization and accurate data across both platforms.

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

​A. No. Unsubscribing a customer removes them only from Marsello’s transactional and marketing lists. Their marketing status in the Lightspeed integration remains unchanged.

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

​A. Currently, Marsello does not integrate with Apple Wallet. However, customers can save their loyalty barcode as an app shortcut on their iPhone’s home screen:

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

​A. When signing up a new customer, the mobile number should include the country code without any spaces. For example:

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 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!

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

A. There is no feature to blacklist customers based on their email domains. However, you can use customer tags in Lightspeed Restaurant (O-Series) POS to identify these customers and exclude them from earning loyalty points. Please note these customers will still be added to your Marsello database but won’t 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?

A. These tags are Marsello-generated customer IDs that link your integration profile to Marsello. Please do not delete them.

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 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!

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. 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.

Q. Does the customer need to show their email address when using Apple or Facebook login to receive marketing from Marsello?

A. Yes. If a customer chooses to hide their email address when signing up through Apple or Facebook (or any other single sign-on platform), their email will not be visible to Marsello. As a result, you will not be able to send them marketing emails or enroll them in your loyalty program.

We recommend informing customers that sharing their email address is necessary to participate in the loyalty program. You can use wording like:

"To join our loyalty program, please ensure you share your email address when signing up. We respect your privacy—the information you provide will be handled in accordance with the General Data Protection Regulation (GDPR) (EU) 2016/679."

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

A. Multi-site reporting updates hourly.

Q. What are the benefits of synchronizing Marsello with Lightspeed Restaurant (O-Series)?

A. Synchronizing Marsello with Lightspeed Restaurant improves efficiency by automating data synchronization, enhances customer experience through real-time updates, and centralizes data for consistent customer interaction tracking.

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. Outside of earning and redeeming loyalty points in Marsello, is there a way to trigger a discount based on membership tier?

A. Yes! You can create tier-specific rewards with a cost of 0 points. These rewards can be tailored to specific products or collections as needed, allowing you to offer exclusive discounts based on a customer's membership tier.

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.

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.

Q. Is it possible to customize the Lightspeed Restaurant (O-Series) phone app sign-up page to request a date of birth?

​A. Currently, the Lightspeed Restaurant (O-Series) phone app sign-up page cannot be customized to request a date of birth. If you would like this feature, please contact our support team to express your interest.

In the meantime, you can still collect customers’ dates of birth by enabling the ‘Complete Profile’ earn option within your loyalty earn settings.

Q. Will customers who do not accept marketing still receive my enabled SMS automation after signing up through the form?

​A. Yes. The SMS signup automation is considered transactional and will be sent to all customers immediately upon signing up, regardless of their marketing preferences. This trigger cannot be modified.

Q. A customer signed up via a QR code but hasn’t synced to Marsello. What should I check?
​A: Please verify the following:

If the QR code is enabled and it’s been more than 10 minutes without syncing, please contact our support team for further assistance.

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.

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.

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.

Q. Can I use the barcode scanner (Element P303BT) with an iPad?

A. The Element P303BT has the ability to read barcode reliably off cell phone screens and capability to work with Apple iOS, Android, Window PC/tablets. You will first connect it through the Bluetooth settings on the iPad.

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.

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.

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. When you sign up through the in-store portal using a QR code, it typically takes up to 5 minutes for the new profile to appear in the POS system.
If you receive a text message with a portal link, it means a profile was already created for you in the POS, which triggered the SMS automation.

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:

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