Find answers to frequently asked questions about how customer engagement with your online store's loyalty program, data syncing, and other common questions related to Lightspeed eCom C-Series.

Q: Can I connect multiple Lightspeed eCom C-Series accounts to one Marsello account?

A: Currently you can connect one Lightspeed eCom C-Series account to one Marsello account.

​Q: What customer information does Marsello sync during the initial sync?

A: During the initial sync, Marsello captures essential customer details, including name, email, mobile number, marketing opt-in preference. As well as the basic customer details, Marsello also captures each customers'; total amount spent, their last purchase date, and the overall number of orders. This information contributes to populating your RFM analysis dashboard, providing insights into your customers' relationships with your store.

​Q: Can I access historical order information and segmentation data?

A: Currently, historical order information, including past product purchases, for segmentation purposes is a feature request. If you're interested in this functionality, please let our team know, and we'll consider adding it to our roadmap.

Q: How long does it typically take for data, such as an order, to sync from Lightspeed eCom C-Series to Marsello?

A: Once connected, the customer and order data sync from Lightspeed eCom C-Series to Marsello is designed to be as close to real-time as possible, with a maximum delay of approximately 15 minutes. This ensures that the information, including customers, orders and products are promptly available in your Marsello account for effective management and analysis.

Q: If my Lightspeed eCom C-Series orders sync into my POS account, will this award double points for the same order?

A: No, we have implemented checks to prevent double point rewards for the same order. For instance, if an order is made on Lightspeed eCom C-Series, the customer will earn points for their online order. If this Lightspeed eCom C-Series order is synced into your POS account, they will not earn additional points and vice versa. This ensures that customers receive points only once for their order, maintaining fairness in the loyalty program.

Q. Does Marsello sync in real-time?

​A. Marsello syncs the customer, order & product data in real-time (via Webhooks).

Q: Can I award customers points for leaving product reviews?

​A: Currently, we do not have the capability to automatically award points for product reviews in Lightspeed eCom C-Series integration. However, you can manually award points to customers by accessing their profile. Additionally, we are exploring the possibility of integrating with Judge.me product reviews. If this feature interests you, please inform our support team so that we can register your interest and keep you updated on any developments.

​Q: What reward types are available for Lightspeed eCom C-Series?

​A: For Lightspeed eCom C-Series, you have access to a variety of loyalty rewards and email discount types. These include:

✅ $ off storewide
✅ % off storewide
✅ VIP assigned rewards and discounts
✅ $ off specific product
✅ $ off specific product collection
✅ % off specific product
✅ % off specific product collection
✅ Minimum spend rewards
✅ Free Shipping

Q: Can customers stack discounts on Lightspeed eCom C-Series?

​A: No, currently stacking discounts is not supported with Lightspeed eCom C-Series. Only one discount code can be applied per order.

​Q: Can you exclude customers from the loyalty program automatically with Lightspeed eCom C-Series?

A: Yes, it is possible to blacklist customers using Lightspeed eCom C-Series customer groups.

​Q: Is there a loyalty program link (URL) that I can share with my customers?

A: Yes, you can easily generate a link to your loyalty program by adding "/?loyal" to the end of your online store URL. This link will automatically open the loyalty widget, allowing customers to access and engage with your loyalty program. You can use this link in various ways such as adding it to navigation menu items, using it in CTAs on your website, including it in emails, or sharing it on social media platforms. By using this link, you can conveniently direct customers to your loyalty program and encourage their participation.

​Q: How are points awarded in Lightspeed eCom C-Series?

A: Points are awarded when the payment status of a customer's order is marked as Paid.

Q: Are loyalty points removed from a customer's points balance when the items are returned to the store?

​A: Points are removed from the customer's points balance when the payment status is marked as cancelled.

Q: How does points blacklisting work in Lightspeed eCom C-Series?

A: Lightspeed eCom C-Series can blacklist both individual products and product collections.

✅ Product blacklisting uses the Lightspeed eCom C-Series ‘Product Name’
✅ Product collection blacklisting uses the Lightspeed eCom C-Series ‘Category Name’

Q: Which fields from the Lightspeed eCom C-Series customer profile will sync with Marsello?

A: The fields that will sync from the Lightspeed eCom C-Series customer profile to Marsello include the customer's first name, last name, email, mobile, marketing opt-in preference, birthdate and address (synced from billing address on the order).

​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: Does Marsello sync marketing opt-in status from Lightspeed eCom C-Series?

A: Yes, Marsello syncs all customers initially with their marketing preference during the historic sync, and going forward when any customer detail updates occur.

​Q: If a customer is deleted in the Lightspeed eCom C-Series admin, will they also be deleted from Marsello?

​A: Yes, if a customer is deleted in the Lightspeed eCom C-Series admin, they will be automatically removed from your Marsello account as well.

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 Lightspeed eCom C-Series, does Marsello create this customer in the POS?

A: No, currently, when a customer is created in Lightspeed eCom C-Series, 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 inform our support team so that we can register your interest and keep you updated on any developments.

Q: Is there an abandoned cart automation feature available with Lightspeed eCom C-Series integration?

A: Currently, an abandoned cart automation is not available for the Lightspeed eCom C-Series integration. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊

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