Customers may sometimes not earn loyalty points as expected. This can happen for several reasons, including configuration settings, exclusions, or integration issues.
This guide outlines the most common causes and provides steps to help you identify and resolve the issue quickly.
Confirm your sales platforms, loyalty program, and customer portal are enabled
If customers are not earning points, one of the most common causes is that a required feature has been turned off.
If your sales platform, loyalty program, or customer portal is disabled:
Orders may not sync to Marsello
Points may not be awarded
Customers may not be able to redeem rewards
Follow the steps below to confirm everything is enabled.
1. Check your sales platform integration
Your sales platform must be connected and active for transactions to sync.
In Marsello, go to Settings > Integrations > Sales Platforms.
Review each store location connected to your loyalty program.
Ensure the toggle is switched on.
If it’s off, turn it on and save your changes.
If the integration is disabled, orders will not sync and points will not be awarded.
2. Check that your loyalty program is active
If your loyalty program is paused, customers will not earn points.
Go to Loyalty in your Marsello dashboard.
Confirm the program status is set to Active.
If it is paused or disabled, turn it back on.
3. Check that your customer portal is enabled
The customer portal allows customers to log in, view points, and redeem rewards.
Go to Loyalty > Customer Portal.
Confirm the toggle is switched on.
If the portal is disabled, customers will not be able to access their points or rewards.
A common reason customers aren’t earning points is that one of these settings is turned off. If your sales platform, loyalty program, or customer portal is disabled, orders won’t sync and customers won’t be able to earn or redeem rewards.
Confirm the customer is a member of your loyalty program
Only active customers in your Marsello database can earn points and redeem loyalty rewards. Follow the steps below to confirm the customer’s status.
📝 Note: Guest customers can earn loyalty points from their orders unless the setting to exclude guest customers from your loyalty program is enabled. However, guest customers cannot access or redeem their points until they create an account or log in through your Customer Portal.
Step 1: Search for the customer
In your Marsello Admin, go to Customers > All customers.
From the dropdown filter, select Including removed.
Enter the customer’s name or email address in the search bar.
Click the search icon.
Step 2: Check the customer’s status
Review how the customer appears in the search results:
If the customer appears normally (with no additional label), they are an active loyalty member.
If you see (uncontactable) next to their name, they are not currently an active loyalty member.
Confirm if guest customers can earn points and redeem rewards
Only active customers in your Marsello database can earn points and redeem loyalty rewards. If a customer is set up as a guest account in your sales platform, they may not earn points depending on your loyalty settings. Follow the steps below to confirm your configuration.
Step 1: Confirm the customer’s account type
In your connected sales platform (e.g. Shopify or POS):
Check whether the customer is listed as a guest.
Guest accounts may not qualify for points if guest earning is disabled in Marsello.
Step 2: Review your points program settings in Marsello
In your Marsello dashboard, go to Loyalty > Points Program > Earning.
Locate the Creating an account earn option.
Find the checkbox for:
“New customers who are added as guests can earn points.”
Make sure this checkbox is selected.
What this setting does
✔ If selected: Guest customers can earn points at checkout.
✖ If not selected: Customers without a full account will not earn points.
If customers are checking out as guests and this setting is turned off, they will not receive points for their purchase.
If you find that the order meets these settings and is still not earning points, please contact the Marsello support team.
Confirm the order meets your loyalty program's points settings
In your Loyalty settings, you can prevent customers from earning points on specific order scenarios.
1. Confirm your loyalty program's point settings, go to Settings > Loyalty > Points program. Scroll down to Points settings. Here you can see what order conditions may exclude customers from receiving orders. These conditions include:
exclude points for shipping
exclude points for tax
do not award points on discounted orders
do not award points on gift card purchases (Shopify and Lightspeed merchants only)
exclude guest customers from loyalty (eCommerce merchants only)
exclude points for unverified or unpublished reviews (third-party platforms only)
Confirm the product(s) on the order are not blacklisted from loyalty
If a product is blacklisted in your system, it won't be eligible for points when purchased.
1. Confirm a product's status in Marsello, go to Settings > Loyalty > Points program and scroll down to your store settings. Here you will see any items excluded from loyalty under Do not award points on products that are tagged with one of and Do not award points on products that belong to one of these collections.
Confirm the customer hasn't been excluded from loyalty
If a customer has previously been blacklisted in your system, the customer will not be eligible to earn points for purchases.
📝 Note: Customers excluded from loyalty (blacklisted) may still be eligible to receive marketing messages.
1. Confirm a customer's status in Marsello, go to Settings > Loyalty > Points program and scroll down to your store settings. Here you will see tagged category of customers who are blacklisted under Exclude customers who are tagged with one of.
Confirm the customer doesn't have multiple accounts in Marsello
If a customer has multiple loyalty accounts, points may have been awarded to a different account.
1. Confirm the number of accounts for this specific customer in your Marsello dashboard, go to Customers > All customers and select Including removed from the drop down window.
2. Enter your customer's name or email address in the search box and click on the search icon.
3. This will pull up each of the Marsello accounts for your customer in your Marsello dashboard. Click into each one to confirm if points have been awarded.
📝 Note: If you do not need multiple loyalty accounts for this customer, please ensure the customer has the same email address on each account. (If the customer does not, you can update the email address in your Integration and allow that to sync across to Marsello). Next, you will need to move any points across from the account to be merged into the main account. Once the points adjustment is made, you will need to remove the old account from Marsello.'
This scenario can sometimes happen for Lightspeed merchants if the customer created a store account and provided an email. Then came back in store later on and created an account with a mobile number. The customer comes back in store a third time and adds an email to the account with the mobile number.
Loyalty points showing in my Marsello dashboard but not appearing in the Customer Portal
Sometimes, a customer's loyalty points may appear correct in your Marsello dashboard but are not reflect accurately in the customer-facing portal. This can be due to synchronization issues.
To resolve, ask the customer to refresh their account by logging out of the Marsello Customer Portalaccount and then logging back in. This action often resolves sync issues and displays the correct points balance.
📝 Note: While outages may occasionally delay point updates, the backend typically maintains an accurate record. If the issue persists after refreshing the app, please let our support team know.
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