Q. If I scan the customer's QR code saved in their Apple Pass will I still be able to access their loyalty rewards or will I need to scan the individual QR codes to redeem a reward?

A. If you scan a customer's loyalty QR code via their Apple Pass, you will still be able to review and redeem rewards on their account under the Marsello tab.

Q. Can customers add their digital membership cards as an Apple wallet pass?

A. Yes, customers of merchants integrated with Lightspeed Restaurant (O-Series) can do this. The QR code that saves on the Apple Wallet Pass is the same that appears on the customer portal.

Q. I am a Lightspeed Restaurant O-Series merchant. What is the staff experience when scanning a customer's Apple Wallet pass?

A. If the customer already has an account in your Lightspeed Restaurant O-Series sales platform, you will see their email address appear at checkout. Click on the customer's email to open their account. Under the Marsello page, you will be able to see the customer's current points balance as well as all available rewards.

If the customer's details are not already saved into the sales platform, staff will be able to add them as a new customer and enter the customer's details within your sales platform.

Q. I am looking at the customizations I can make via the Customer Portal and want to update the Wording under the Apple Pass. Does this allow me to update all of the text on the pass page?

A. When customizing the wording on the Apple Pass page, you will only be able to edit the heading for the Apple Wallet. By default, the heading is set to your brand name.

Q. In terms of scanning a customer's account from their Apple Pass, can the code to be scanned be updated from a QR code to a barcode?

A. Yes, you are welcome to update this setting under Customer Experience> Personal device > Apple Wallet > Barcode and choose the preferred option for a barcode. However, it is recommended to keep this setting as a QR code as it is easier to scan a QR code on an iPhone than a barcode.

Q. Some of my customers do not have iPhones. Is there a way they can go ahead and save their QR code to their smart phones?

A. Yes, customers that are using smartphones that are not an iPhone may still save their loyalty QR code. This can by done by selecting the text link (ADD LINK HERE) and follow the instructions provided.
Once saved the customer will see an app icon for their loyalty account on their smartphone. When they click on this, their account will open in a web browser.

Q. For Digital membership card on Apple Wallet, do you recommend a specific scanner for QR codes, or would barcode scanners on In-store portal suffice as well?

A. It is recommended to use a 2D scanner scanner that is compatible with your POS and product labels. It is best to confirm this with your POS provider. We recommend a 2D scanner as this provides the optimal experience when scanning QR codes from a smartphone.

Q. Are push notifications available for customers using the Apple Wallet feature?

A. Currently a push notification for points earned is available for customers using Apple Wallet. We are working in the background to release more push notifications. If there is a push notification you are after, please let our support team know.

Q. How long will it take for points to appear in my customer's Apple Wallet?

A. Earned loyalty points should appear almost immediately in your customers' Apple Wallet. However, there can be a delay of up to 15 minutes. If you notice it is taking longer than 15 minutes for points to appear, please let our support team know.

Q. I've noticed a tab called "More" on my Customer portal. What information will the customer be able to access from this page?

A. The "More" tab of the Customer portal will allow the customer to access their profile details and change/update their accepts marketing status.

Q. If the customer updates their accepts marketing preferences via the customer portal, does this sync back into my connected Integration or does it just impact Marsello?

A. If a customer changes their marketing preferences, the update will be reflected only in Marsello. However, for Shopify merchants only will see the customer's marketing updated in both Marsello and Shopify.

Q. What type of additional links can I add to my customer portal under the portal content settings?

A. Many Marsello merchants are adding additional links to their customer portal to provide their customers with more information. Some of the most common links we've noticed being added include:

Q. Is it possible for me to disable the QR code feature in the customer portal?

A. Yes, it is possible to disable the QR code feature in the customer portal. To do so go to the customer portal content editor > customer card and toggle the on/off button for use customer card to off.

Q. I've changed the visibility setting of my customer portal from none to desktop but I still can't see the portal on my store. Why is that?

A. When updating the visibility settings, please confirm you have clicked both save and publish in order for the update to take.

Q. Can you enlarge the rewards widget?

A. Currently, there isn't a feature that will allow you to enlarge the rewards widget. If this is a feature you are interested in, please let our support team know of your interest.

Q. Is it possible to removed the Powered by Marsello line from the new customer portal?

A. Currently, there isn't a feature to remove the Powered by Marsello line from the new customer portal. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.

Q. Is it possible to embed the customer portal on my website?

A. Currently, there isn't a feature that will enable you to embed the customer portal on your website. If this is a feature you'd like to see, please reach out to our support team and let them know of your interest.

Q. Can I edit the wording in my customer portal to something more relative to my brand?

A. Yes, you are welcome to customize the name of your customer portal. To update this from your Marsello dashboard go to Customer experience > Personal device > Customer portal and go to the Wording drop-down menu. From here, click on a piece of text in the customer portal to the right to edit it.

Q. Can I change the location of my customer portal to a different place on my site?

A. Yes, you are welcome to change the location of the customer portal on your website. To update this in your Marsello dashboard, go to Customer experience > Personal device > Customer portal (Beta) and click on the Configuration drop-down menu. From the Position drop-down menu select your preferred portal position.

Q. Can I enable dark mode on the customer portal?

A. Currently there isn't a feature that will enable dark mode for the customer portal. If this is a feature you are interested in, please let our support team know.

Q. Is there a way to edit the security email triggered via the customer portal when a customer signs up?

A. Currently, there isn't a way to edit the security email triggered via the customer portal when a customer signs up. If this is a feature you are interested in, please let our support team know.

Q. Which scanner is recommended for use with the new customer portal?

A. When using the customer portal, it is recommended to get a scanner that’s compatible with both your POS system and product labels. It's important that the scanner can handle QR codes. We recommend opting for a 2D scanner. Most POS providers support the iSocket Scanner, which works with both Apple Wallet and the Customer Portal.

Additionally, you can change the barcode type in their Apple Wallet settings to be compatible with either a 1D or 2D scanner.

Here’s what you’ll find on the Apple Wallet Settings page:

Q. Can I have both the customer portal and loyalty widget enabled at the same time?

A. It is recommended to not have both the customer portal and loyalty widget enabled at the same time.

Q. I have Lightspeed Restaurant O-Series and Shopify connected to the new customer portal. How can I be sure that customers aren't duplicating and having multiple accounts?

A. Marsello continues to use the customer's email address as the unique identifier. As long as the customer provides the same email address when creating an account in Shopify and Lightspeed Restaurant O-Series, the customer will have one Marsello acocunt.

Q. I am using WooCommerce and would like to test the Customer Portal. Will I needto remove the Marsello for WooCommerce plugin in order to publish the portal? I'd also like to keep the legacy widget going while I'm testing the new portal, is this possible?

A. WooCommerce merchants will need to update the Marsello for WooCommerce plugin in order to gain access to the new customer portal. Unfortunately, there isn't a feature to run both the legacy widget and new customer portal at the same time. It is recommended to switch during quiet traffic hours.

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