▶ Is your sales platform connected to Marsello?
For your customer's accepts marketing status to sync across to Marsello, your sales platform must be connected. This is because Marsello uses the status in your sales platform as the source of truth when it comes to the customer's accepts marketing status.
To confirm your sales channel is connected, please head to Settings > Integrations > Sales platform. If your sales channel is not connected click Connect sales platform.
📝 Note: Please check the Sales platforms section of our help center for more detailed help with individual integrations.
▶ Does your customer accepts marketing?
If a customer is not receiving marketing messages, it could be that their accepts marketing status is set to "does not accept marketing". To confirm the customer's accepts marketing status in Marsello:
1. Go to Customers > All Customers and enter the customer's name in the customer search box.
2. Click into the customer's loyalty account and scroll down to Marketing. Here you will see the customer's Email marketing status, and the customer's SMS marketing status.
📝 Note: If the customer's marketing status shows doesn't accept marketing, the customer will not be sent any marketing emails from Marsello.
3. If the customer's marketing status reads doesn't accept marketing, confirm this is also what is showing in your sales platforms.
If the marketing status shows accepts marketing in your integration and doesn't accept marketing in Marsello, please contact our support team and let them know. The team will be able to resync marketing statuses for your account.
If the marketing status matches, the customer will not receive any marketing messages. Should the customer give you written permission to begin sending marketing messages, you could update this in your sales platform and this will sync across to Marsello.
▶ Is your customer subscribed to transactional messages only?
Within your Marsello dashboard, there is an optional setting that only sends transactional emails to customers who accept marketing. To confirm the setting saved on your Marsello account:
1. Go to Settings > Email marketing > Compliance and scroll to Marketing opt-in details.
2. Check the setting called Only send transactional messages to customers who have opted in to marketing.
If the on/off toggle is switched on, customers who accept marketing will only be sent transactional messages.
If the on/off toggle is switched off, customers who accept marketing will receive marketing messages.
▶ What settings have you saved in Marsello for your store's marketing opt-in details?
Within your Marsello dashboard, there is an optional setting that prevents marketing messages from being sent unless the customer accepts marketing at all connected sites. To confirm the setting saved on your Marsello account:
1. Go to Settings > Email marketing > Compliance and scroll to Marketing opt-in details.
2. Check the setting called "Only send marketing messages to customers who accept marketing at all connected integrations".
If the on/off toggle is switched on, customers must accept marketing at all connected sales platforms in order to receive your marketing messages
If the on/off toggle is switched off, customers must accept marketing at least one connected sales platform in order to receive your marketing messages.