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.
Before you get started
Before proceeding, review the following checks. If any of these are disabled, you may experience:
Orders not syncing to Marsello
Points not being awarded
Customers being unable to redeem rewards
✅Your sales platform is connected
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.
✅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.
✅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 loyalty program member
📝 Note:
Only active customers in your Marsello database can earn points and redeem rewards. Follow the steps below to confirm the customer’s status.
Guest customers can earn points from their orders unless you have disabled guest earning in your loyalty settings. However, they cannot view or redeem 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
Select Including removed from the filter dropdown
Enter the customer’s name or email address
Click the search icon
Step 2: Check the customer’s status
Review the search results:
✅ No label: Customer is an active loyalty member
⚠️ (uncontactable): Customer is not an active loyalty member.
📝 Note: Customers who are not active may not be able to earn or redeem rewards.
Marsello can automatically award signup points to customers when they join your loyalty program.
If customers are not receiving these points, it is usually due to account type or loyalty settings.
This guide explains the most common causes and how to resolve them.
Check the customer’s account type and loyalty settings
Only active customers in your Marsello database can earn signup points and redeem rewards.
If a customer is created as a guest account, they may not receive signup points depending on your loyalty settings.
Step 1: Confirm the customer’s account type
In your connected sales platform (e.g. Shopify or POS):
Check if the customer is listed as a guest
Guest profiles (e.g. Shopify customers with profile state = disabled) may not qualify for points
If guest earning is disabled:
Customers will not receive signup points
Points will only be awarded once:
The customer creates an account, or
Their profile is completed (for example, via POS)
Step 2: Review your points program settings
In Marsello, go to Loyalty > Points Program > Earning
Locate the Creating an account earn option
Find the checkbox:
“New customers who are added as guests can earn points”Ensure this setting is configured correctly
What this setting does
✔ Enabled: Guest customers can earn signup points
✖ Disabled: Only customers with full accounts can earn signup points
If customers are checking out as guests and this setting is turned off, they will not receive points.
Why are some customers not receiving signup reward points in Marsello, and how can this be resolved?
Marsello's loyalty program allows businesses to reward customers with signup points automatically. However, there are specific conditions and scenarios where customers may not receive these points. This section explains the reasons behind such issues and provides solutions to ensure customers receive their signup reward points.
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.
Customers syncing from platforms like Shopify as guest profiles (profile state = disabled) are not awarded points if the "award guest customers" setting is disabled in Marsello. Points will only be awarded once the customer is no longer considered a guest or their profile is completed through another source, such as a POS system.
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.
📝 Note: If customers do not receive signup points automatically, you can manually award these points to ensure they are properly incentivized. For example:
Identify the affected customers by reviewing their profile states or import settings.
Manually add the signup points to their accounts through the Marsello admin dashboard.
Regularly review your settings, such as the "award guest customers" option, to ensure they align with your loyalty program goals.
Confirm the order meets your loyalty program's points settings
In your loyalty settings, certain conditions can prevent customers from earning points on an order. If points are not being awarded, check whether the order meets your current settings.
Step 1: Review your points settings
In your Marsello Admin, go to Loyalty > Points Program
Scroll down to Points Settings
Here, you can see which order conditions may exclude customers from earning points.
Common Exclusion Settings
Check if any of the following settings are enabled:
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 only)
Exclude guest customers from loyalty (eCommerce only)
Exclude points for unverified or unpublished reviews (third-party integrations only)
Confirm the product is not excluded from loyalty
If a product is excluded from your loyalty program, customers will not earn points when purchasing it.
Step 1: Check Product Exclusions in Marsello
In your Marsello Admin, go to Loyalty > Points Program
Scroll down to Store Settings
Step 2: Review Exclusion Rules
Check if the product is included in any of the following:
Do not award points on products that are tagged with one of
Do not award points on products that belong to one of these collections
What to look for
If the product has a matching tag or belongs to an excluded collection, it will not earn points.
For example:
Products tagged as “sale” may be excluded
Products in a specific collection (e.g. “Clearance”) may not earn points
Next Steps
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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