Customers may unexpectedly not earn loyalty points in Marsello for several reasons. This troubleshooting guide aims to cover all of the common causes of this along with tips to get customers earning points again as expected.
Confirm your sales platforms are enabled in Marsello
📝 Note: One of the most common reasons for customers not earning points as expected in Marsello is that a store site is disabled in-app. When a store site is disabled, customer orders will stop syncing across and customers will no longer be eligible to earn points or redeem rewards for their purchases.
1. To confirm your store site(s) is enabled from your Marsello app admin, go to Settings > Integrations > Sales platforms and ensure the toggle button is toggled on for each location participating in loyalty.
Confirm the customer is a member of your loyalty program
📝Note: Only active customers in your Marsello database may earn points and claim/redeem loyalty rewards.
1. To confirm your customers' order points reward settings in Marsello, 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.
If your customer is a member of your loyalty program, they will appear in your customer searches without any additional tags. However, if your customer is not a member of your loyalty program, you will see (uncontactable) next to their name.
Confirm the customer's order meets the payment requirements for rewarding points
📝Note: Customers' order status must match the order points rewarding settings saved to your Marsello dashboard for points to be awarded.
1. To confirm your customers' order points reward settings in Marsello, go to Settings > Loyalty > Points program and scroll down to your store settings. Here you will see the conditions the customer's order must meet to earn points.
In the example below, customer orders must meet the conditions of paid and fulfilled so that the customer may earn points. If the order status in the sales platform says paid and not fulfilled, the customer will not earn points on this order until the sale is updated to match.
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
📝 Note: In your Loyalty settings, you have the option to prevent customers from earning loyalty points on specific order scenarios.
1. To 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)
Confirm the product(s) on the order are not blacklisted from loyalty
📝 Note: If a product has previously been blacklisted in your system, the item will not be eligible to earn points when purchased.
1. To 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.
To 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 more than one loyalty account, it is possible loyalty points were awarded to a different account.
1. To confirm the number of accounts for this specific customer in your Marselo 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.
Merchants also searched for: blacklisting, xclu