Cin7 Omni: Process returns on sales that used a Marsello reward or discount

Refund a Cin7 Omni POS sale that used a Marsello loyalty reward or email discount, and give the reward back in Marsello if your store policy allows.

September 28, 2026

Applies to: Cin7 Omni
This guide is specific to the Cin7 Omni POS integration.

Before you get started

Here are some key details to note about processing a return that contains a Marsello discount in Cin7 Omni POS:

If you use Cin7 Omni POS on a desktop or laptop computer, ensure you have installed the Google Chrome extension for Marsello on every computer you use in-store.
Giving the reward back is an optional step depending on your store's individual policies.

How a reward is refunded

When a customer redeems a reward, the discount is applied to the product lines on the sale, not to the order total. You'll see it in each line's Total Discount column. The Marsello Discount line on the sale always reads $0.00; it's a label showing which reward was used.

If the sale is already completed, the reward cannot be reversed from the till. Cin7 refunds a returned item at the price actually paid for it, which is its price less any reward discount on that line. If the customer should get the reward back, return it from their profile in Marsello. Returns in Cin7 do not sync to Marsello, so points earned on the original sale are not removed automatically.

💡 Tip: Customer changed their mind before paying? Don't process a return. Delete the Marsello Discount line from the sale instead, and the reward goes back to the customer automatically.

Example: returning one item from a rewarded sale

A customer buys two items and redeems a $30 reward:

Item A: $70
Item B: $30

The reward is applied to the most expensive line first, so the full $30 goes on Item A. The customer pays $40 for Item A and $30 for Item B.

If they return Item B, Cin7 refunds $30.
If they return Item A, Cin7 refunds $40.

The reward stays used in both cases unless you give it back in Marsello.

Processing returns that contain a Marsello discount with Cin7 Omni POS

1. In Cin7 Omni POS, go to Sales > Sales Orders.

2. Search for the sale using the customer's name or the order number.

3. Open the sale.

4. Process the return for the items the customer is returning. Cin7 refunds each returned item at the amount the customer paid for it, so you don't need to adjust the discount.

5. If you want to give the reward back, or remove points the customer earned on the returned items, follow the steps below.

Give a loyalty reward back to the customer in Marsello

To give a loyalty reward back, first add the points back to the customer's balance, then use those points to redeem the reward again.

Add the points back

1. In your Marsello admin, go to Customers.

2. Search for the customer by name or email address.

3. Click the customer's name to open their profile.

4. Click Adjust points balance.

5. Enter the number of points the reward cost. Use a positive number to add points.

💡Optional step: to let the customer know, tick Send points notification email to customer? and add a short message, for example: Here are the loyalty points you used on sale #12345. Including the sale number gives the customer a record of why their balance changed.

6. Click Apply points adjustment.

The customer's points balance updates straight away, and the adjustment shows as a new line in their activity feed.

Turn the points back into the reward

1. On the customer's profile, click Spend points.

2. In the Loyalty Widget, find the reward and click Redeem.

The reward is added back to the customer's available rewards, ready to use on their next purchase. If the customer is exchanging items now, redeem the reward on the new sale using Check rewards in the Marsello Chrome extension.

Remove points earned on returned items

Because returns don't sync to Marsello, the points a customer earned on the original sale stay on their account. If your policy is to remove them:

1. Open the customer's profile in Marsello.

2. Under their customer profile, click Adjust points balance.

3. Enter the points earned on the returned items as a negative number, for example -40.

💡 Optional step: Let the customer know their balance changed, tick Send points notification email to customer? and add a short message, for example: We've removed the points earned on the items you returned from sale #12345. Include the sale number in the message so the customer has a record of why their points change.

4. Click Apply points adjustment.

The customer's points balance updates straight away, and the adjustment shows as a new line in their activity feed. If you ticked the notification box, the customer receives an email with their new balance.