Lightspeed Retail (X-Series) POS: Common questions

Find answers to common questions about the Lightspeed Retail (X-Series) POS integration, including loyalty programs, data syncing, and customer engagement with your POS and online store.

Updated this week

Applies to: Lightspeed Retail (X-Series)POS
This guide is specific to the Lightspeed Retail (X-Series) POS integration.

Lightspeed Retail (X-Series) POS - Marsello Integration

General questions: Lightspeed Retail (X-Series)

Q. Will my Lightspeed X-Series custom fields sync across to Marsello?

A. Currently, the custom field in Lightspeed X-Series does not sync across to Marsello. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. Does the Marsello Chrome Extension work on Microsoft Edge or is it only limited to Google Chrome?

A. The Marsello Chrome Extension is designed for use with Google Chrome only. It is available to legacy users. New merchants using the Lightspeed API will have access to POS Prompts, which work on any browser.

Q. Can I use a third party to sync my Lightspeed Retail (X-Series) orders to my eCommerce integration?

A. If your business uses a third party to sync your Lightspeed Retail (X-Series) orders to your eCommerce integration, Marsello will not be held liable for duplicate orders as we have no control over the sync. Please ensure you thoroughly test the sync between integrations if using a third party.

Q. Can a customer's loyalty points balance be printed or shown on their receipt?

A. No. Currently there isn't a feature that will print or show a customer's Marsello loyalty points balance on their receipt. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. Can receipts be sent to customers via SMS or WhatsApp?

A. Currently, Marsello does not support sending receipts via SMS or WhatsApp. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. Can I connect multiple Lightspeed Retail (X-Series) accounts to Marsello, and will customer information sync between my accounts and POS sites?

A. Yes, you can connect multiple Lightspeed Retail (X-Series) POS accounts to one Marsello account. This lets you run one loyalty and marketing program across your whole business.

When you connect more than one Lightspeed Retail (X-Series) account to Marsello, customers from each account sync into Marsello, so you'll have one shared customer list in Marsello. Customers won't sync from one Lightspeed account to another, so a customer created in one account won't appear in your other Lightspeed accounts.

Sites (outlets) within the same Lightspeed account already share a customer list in Lightspeed, so customers are visible across those sites.

Customers are matched by email address in Marsello. If the same customer has the same email in both Lightspeed accounts, they'll have one Marsello profile and can earn and redeem across both.

📝 Note: You can connect multiple POS platforms (same or different), but only one eCommerce or online ordering connection per Marsello account.

Q. What are Lightspeed Retail X-Series tags based on?

A. Tags in Lightspeed X-Series are based on product tags, not product categories.

Q. Are Lightspeed X-Series customer tags that sync to Marsello case-sensitive? For example, will updating a tag with a capital letter create a new tag?

A. No, tags are no longer case-sensitive. All tags from both Marsello and connected integrations are automatically converted to lowercase to prevent duplicates.

Q. Why aren’t my Lightspeed X-Series categories syncing to Marsello?

A. Lightspeed X-Series categories do not sync directly into Marsello. Instead, Marsello uses product tags to group products and create collections for things like discounts and loyalty rules.

To set this up, add the same product tag to all items you want grouped together (for example, Womens or Sale). Once the tags sync to Marsello, they will appear as selectable options when creating campaigns, discounts, or loyalty rules.

Q. Is there a way to reduce the font size of rewards displayed in the POS?

A. At this time, it's not possible to adjust the font size of rewards in the POS display. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. Can customers view their full Lightspeed Retail (X-Series) and Shopify purchase history in one place?

A. No, customers can't currently view their combined Lightspeed Retail (X-Series) and Shopify purchase history in one place. This is a feature request. However, the Customer Portal does include a Loyalty Activity History, which shows points awarded for past orders.

Q. Can I apply more than one Marsello reward or discount to a single sale in Lightspeed Retail (X-Series)?

A. It depends on how Marsello is set up on your registers:

POS Prompts: One Marsello reward or email discount can be applied per sale.
Chrome extension (legacy): Multiple Marsello rewards and discounts can be added to the same sale.
iOS extension: You can add multiple discounts using a workaround, but we don't recommend it. Staff have to manually edit the sale notes after each reward is added, which is easy to miss during busy periods. If you need to use this method, follow this guide.

If you'd like to see multiple rewards supported with POS Prompts, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what's most important to you!

Account settings: Lightspeed Retail (X-Series)

Q. I've forgotten my password for Marsello. How can I reset it?

A. Your Marsello login is separate from your Lightspeed Retail (X-Series) login, so you'll reset it from Marsello rather than from Lightspeed.

Here's how:

Go to the Marsello login page.
Click Forgot password and enter the email address you use to log in to Marsello.
Check your inbox for the reset email and follow the link to set a new password.

If the email doesn't arrive within a few minutes, check your spam folder. If it's still not there, contact our support team with the email address you log in with and we'll help from here.

Q. Our brand has several corporate and franchise locations. If our corporate locations are all on one Lightspeed account and each franchise is on separate accounts, is there a way for customers to be able to use their rewards across all sites?

A. This would be possible as long as each location is added via the Marsello integration page. Please note that any user who has access to the brand's Marsello account will be able to view data for all connected Lightspeed accounts.

Q. I have multiple Lightspeed X-Series outlets for my store. However, only one of those outlets is showing as toggled on in Marsello. What should I expect with this setup?

A. Marsello will sync all customers from Lightspeed X-Series. However, only those customers who purchase from an enabled site in Marsello will be able to earn points and redeem rewards at that site. If an existing customer purchases from a disabled site, the order will show on their profile without order details or points.

Q. If the merchant has multiple outlet stores in the Lightspeed system, will this count as one site in Marsello?

A. Each outlet (store location or pop-up) is viewed as a site in Marsello. However, you do have the flexibility to toggle these individual sites on and off. Please note that customers will not be able to earn points or redeem rewards at disabled sites.

Q. If I were to update my account to a new domain URL, will I need to disconnect/reconnect my Lightspeed account on Marsello's integration page?

A. No, once you update your domain you won't need to do anything as the API will pull the new domain across.

Q. I won't require the use of one of my store sites as this location is seasonal. What is the best way to pause this site?

A. You can pause a seasonal or pop-up store location by switching that site off in your app admin under the Integrations tab for the time you won't be using it. Disabled sites will not incur a site charge, but customers will not earn points for any order from that location while it's disabled. When you are ready to use the site again, toggle the on/off button for this location to on in your Marsello app admin to re-enable it.

Q. When my customer redeems points, is it redeeming from my old Lightspeed points and not from Marsello?

A. If Lightspeed Loyalty is still enabled on your account, this can happen. You’ll need to make sure Lightspeed Loyalty is fully disabled so Marsello can manage your points instead.

As a next step, please check that Lightspeed Loyalty is turned off and that your Marsello Customer Portal is enabled. If the portal isn’t enabled, customers won’t see or redeem their Marsello points correctly.

Lightspeed Retail (X-Series) customers

Q. If a customer is deleted in the Lightspeed Retail X-Series admin, will they also be deleted from Marsello?

A. Yes, if a customer is deleted in the Lightspeed Retail X-Series admin, they will be automatically removed from your Marsello account as well.

Q. I have two customers in my Lightspeed X-Series database. The newer account was created as the customer wanted a new email address. I have then edited all the past sales from the original account and attributed these to the new account. Can I merge these accounts in Marsello? If I can, how will points be awarded?

A. Please contact the Marsello support team and ask them to reprocess the orders for this customer to ensure points and attributions are attached to the new customer account.

Q. In the Lightspeed X-Series export, I've noticed there are two columns for customer numbers - phone and mobile. Which field does Marsello read for SMS marketing?

A. Marsello looks at the mobile field for SMS marketing.

Q. I have segmented my customers within Lightspeed X-Series. Will these segments sync across to Marsello?

A. Yes, your Lightspeed Customer Groups sync into Marsello to create a Custom Segment (unlocked on the Loyalty Accelerate plan). To create this segment, select Custom Tags from the Conditions list. Your groups will appear by location and group name.

You can send targeting campaigns or automations (unlocked with the Marketing or SMS add-ons) to these customer groups.

Q. Does Marsello offer a one-time password that can be sent to the customer at the point of purchase to verify this is the actual customer and not a customer using a friend's phone number?

A. Currently, there isn't a feature available to send a one-time password at the point of purchase. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. Does removing a customer from Marsello delete the customer in Lightspeed?

A. No, integrations are the source of truth. Removing a customer in Marsello will not override what is in the integration.

Q. Why is it that when I edit a customer's email address in Lightspeed Retail (X-Series) it syncs across to Marsello. However, when I remove the customer's email address from their account in Lightspeed Retail (X-Series) this update doesn't sync across to Marsello.

A. When a customer's email address is edited in Lightspeed Retail (X-Series) it is expected behavior for this to sync across to Marsello. However, when you completely remove the customer email address from Lightspeed, this will not sync across to Marsello. This is because Marsello uses the customer's email address as the unique identifier. The system would not be able to go from having an identifier to having nothing to match.

Q. Is it possible to not automatically send a receipt to loyalty customers?

A. No, not from Marsello. Marsello doesn't currently send receipts to loyalty customers, so there's no Marsello setting to turn them off. Receipts are sent from Lightspeed Retail (X-Series).

If you'd like Marsello to have a receipts feature, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. What happens in the scenario where a customer creates an account online but does not place an order online? The customer then comes in-store, places an order, and creates an account while in-store using the same email address. Will this cause duplicate accounts in Marsello?

A. As long as the customer uses the same email address when signing up in both locations, Marsello will merge the accounts in the database, leaving the customer with one Marsello account. This is because Marsello uses the customer's email address as the unique identifier.

Q. If a customer requests a digital receipt, does the customer's email sync to Marsello as a marketable contact?

A. A customer who requests a digital receipt only syncs to Marsello as a marketable customer if they have specifically opted in to marketing. In X-Series, this is done by toggling the accepts marketing flag. In O-Series, this is done by ticking accepts marketing.

They would receive any enabled Loyalty Notification emails (transactional). However, when choosing to email a receipt to a customer who hasn’t been assigned to the transaction, you are prompted to enter the customer's details, which includes the checkbox to receive marketing.

Q. If a customer signs up via a QR code, will they be created in Lightspeed Retail (X-Series) or synced to the POS?

A. No. Customers who sign up through a QR code that opens the customer portal will not be created in Lightspeed Retail (X-Series) (LSX), and signing up this way won’t create or update customer profiles in the POS. This is because the portal sign-up only creates them in Marsello, not in your POS. The customer’s name and email will be saved in Marsello only.

If you want customers to be created in LSX, have them sign up through a landing page form instead, as this will sync their profile to both systems.

Helpful tip: If the customer’s email is later changed in Marsello, that update will sync to the POS profile, but marketing opt-in status will not sync to Lightspeed Retail (X-Series).

Q. How can I segment customers by the brands they’ve purchased? I can’t find the brand in the segment builder or the custom segment feature.

A. Yes, you can, but not by the product’s brand field. In Lightspeed Retail X-Series, the brand field is not passed through to Marsello, so you can't search directly by it. Instead, tag your products in Lightspeed X-Series with the brand name using Product Tags, then build the segment in Marsello. Marsello lets businesses gain better customer insights and target marketing efforts by creating customer segments based on purchase data.

Products can only belong to one category, but they can have multiple tags. Tags are what Marsello syncs for use in segments, rewards, points promotions, etc. To ensure Marsello recognizes purchases from individual vendors or brands across platforms, consistent tagging of products in Lightspeed X-Series is essential.

To create a brand segment:

Navigate to the relevant product page in Lightspeed X-Series, and add a vendor or brand tag in the product’s Tags field.
Use the same tag for all products associated with the same vendor or brand, such as [VENDOR/BRAND]. This consistency allows for seamless data syncing and accurate segmentation in Marsello.
Once tagging is synchronized, use Marsello's segmentation tool to build a segment using Collection / Category & LSX Product Tag to find customers who purchased that brand.

Tips for Effective Tagging

Always use consistent tag formats for the same vendor or brand.
Group products into collections by vendor or brand when possible.
Regularly verify that purchase data and tags are syncing correctly across Lightspeed and Marsello to ensure seamless segmentation.

Loyalty - Earning points: Lightspeed Retail (X-Series)

Q. If I disable one of my sites and later re-enable it, will my customers earn points for the orders placed during the time the site was disabled?

A. No, loyalty points are only awarded to customers for orders placed when a site is enabled.

Q. My customer has just made a purchase but hasn't yet received their loyalty points for their order. Why is that?

A. Please check your integrations page and confirm your Lightspeed X-Series site is enabled in Marsello. Customers will not earn points for any purchases made at disabled sites.

If your site is enabled, please confirm the order's status. By default, customers will earn loyalty points if their order's payment status is: Closed, LaybyClosed, or OnAccountClosed.

Q. Under the Lightspeed X-Series returns settings, can we cancel points on voided orders? Is there a partially voided option like we have with Shopify?

A. Currently, there isn't an option to cancel points on partially voided orders. Points may only be canceled on Voided orders. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. What happens when you manually add a customer to the sale post-transaction? Do they enter into automation and receive notifications once attached to the sale?

A. Customers manually added to a sale post-transaction will not enter an automated flow. However, should you need to have orders reprocessed down the track in Marsello, it is possible for customers to enter the flow then.

Q. Are customers' points balance visible on the customer-facing screen at Lightspeed X-Series when they use iOS?

A. No, the customers' points balance will not appear on the customer-facing screen. However, it will appear when the customer's loyalty profile is accessed.

Q. How does Marsello handle product exchanges through Lightspeed X-Series? Is canceling points when payment status is voided the only step needed? Are these included under the same conditions as refunds?

A. Points get subtracted from the total when an item is returned. Please note it may take a few moments for this to appear in Marsello.

Points are awarded/removed by following the amount the product is valued in on the sell screen. For example, if a customer is returning and purchasing something else they will be rewarded points for the items purchased and points will be removed for the items replaced based on the value showing as + or -

Q. I'm using POS Prompts. Is it possible for me to check my customer's rewards at any point during the sale as opposed to when prompted?

A. Currently, there isn't a feature that will allow you to check your customer's reward outside of when prompted. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. My store doesn't have an eCommerce connection. Can my customers still access the loyalty widget?

A. Yes, your customers can still access the loyalty widget if you only have a Lightspeed Retail X-Series integration, as long as the Earned points loyalty automation is enabled. Each time the customer receives an email from the Earned points automation, they will see a "Show rewards" button. This button will link the customer to their loyalty account and widget.

Q. I have a customer in my Lightspeed Retail (X-Series) POS that isn't showing up in Marsello. Why is that?

A. If a customer in your Lightspeed Retail (X-Series) POS does not appear in Marsello, follow these steps:

Ensure the site is enabled in your Marsello dashboard.
Use the Customers tab, searching by email or first name. Select "including removed" from the dropdown to include customers previously removed from loyalty. If found, re-add them to the loyalty program via the provided prompt.

Loyalty - Rewards: Lightspeed Retail (X-Series)

Q. Why is my Marsello reward taking off more than it's set for at the register? For example, a $5.00 reward shows as $5.45, or a customer redeemed $10 but got $11.50 off (including tax).

A. Make sure your Marsello Discount Product settings are marked as taxable. You can follow this help center guide to check and update your Marsello Discount Product settings.

Q. How can customers opt out of loyalty rewards (in-store and online)?

A. If a customer wishes to opt out of loyalty only, blacklisting them from the program is recommended, as it will keep the customer eligible for marketing emails. To blacklist, you can add a customer tag to the customer's Lightspeed X-Series profile and then exclude that tag from Marsello.

Q. When creating a free product reward, can I manually specify which free product variant in the reward?

A. Yes, you can create a free product reward and select the specific variant under advanced options.

Q. Do product-specific/collection-specific rewards in Lightspeed X-Series take the % off the entire subtotal, or will it look to subtotal only the eligible items and then run the deduction based on that?

A. The percentage off discount will be product-specific if you are using Lightspeed X-Series on iOS. However, if you are using the Chrome extension (legacy), the discount will be removed from the entire order.

Q. When the "Marsello discount" appears on the Lightspeed Retail (X-Series) sell screen, I assume it has its own SKU, as it's a line item on the receipt. Can we separate the discount SKU by whether it was a loyalty discount or a marketing discount?

A. Currently, this isn't a feature that is available. Marsello uses a single reward product for all discounts applied. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. Can Marsello discounts be applied to products that have Price Books pricing?

A. The Marsello Discount Product is intended to only look for the original price of the product and the discount from that original price. When the price is lowered, Lightspeed treats that product as if it’s been discounted and displays the price as $100 $50 but the Marsello Discount Product only reads the $100.

Price Books is a feature in Lightspeed X-series and allows custom product pricing for specific locations.

Q. Why are my customers not able to redeem their rewards in-store?

A. Please check your customer's account to ensure there is an email address associated with the account. All customers must have an email address in Lightspeed to check and redeem rewards as Marsello uses the email address as the unique identifier.

If your customer has an email address and the site the customer is trying to use the reward at is enabled, please let our support team know of the error. If possible, please share a screenshot of the error message the customer is receiving when trying to redeem the reward.

Q. Can you see at checkout how many points a reward will cost before redeeming it?

A. This feature is available on IOS; however, this is not currently available on the Chrome extension (legacy).

💡Tip: For a smoother, integrated experience, contact the Marsello support team to start using POS prompts.

Q. I've noticed that when creating a return, the Marsello discount isn't being applied. Customers are receiving the full refund price. What can I do to correct this?

A. You could create a “reward return” product set to $0.00, which will need to be added to any return with a discount applied. Please ask the staff member running the return to change the dollar amount of the returned product manually to match the amount shown as Marsello Discount Amount on the original receipt.

Q. Can the Marsello Discount product name be customized in Lightspeed X-Series?

A. Yes, the Marsello Discount product sits in the list of products in Lightspeed X-Series. This can be edited to customize the product name. Please be sure not to edit any other settings.

Q. Is the % off a specific product reward only applicable if the brand is using an Apple iPad with a Google Chrome extension? Will it take the reward off all items or will it take the reward off the set-specific item?

A. The %-off a specific product reward is only available on iOS. If you are using the Chrome extension (legacy), it will require strict staff training as staff will need to add the item to the sale, then the reward directly after, and continue on with the checkout.

💡Tip: For a smoother, integrated experience, contact the Marsello support team to start using POS prompts.

Q. I've accidentally deleted the Marsello Discount Product from my POS. Is there a way I can add that back in?

A. The Marsello Discount Product should automatically re-add itself back upon the next loyalty reward redemption at checkout.

Q. Is there a way I can exit the prompt if my customer doesn't wish to provide the information requested?

A. You can click away to exit the prompt.

Q. Why does my Lightspeed Retail (X-Series) POS promotion decrease the value of Marsello rewards and discounts?

A. When setting up a promotion in Lightspeed (X-Series) POS, go to the filter option that reads "filter products by tag, category, brand, supplier or SKU". Select to exclude the Marsello discount. This means that the LSX promotion will NOT be used on the Marsello discount product going forward. Click Save.

Q. Does the Marsello Discount Product affect inventory reporting or product-based reporting?

A. The Marsello Discount Product is not automatically set to be tracked when created. If the discount is not tracked, it will not appear in any inventory reports. However, it will still appear in the sales report when using the Product report type. Please note you can edit the Marsello Discount Product to become a tracked inventory item if preferred.

Q. Why are my Lightspeed Retail (X-Series) rewards showing up as not available in inventory?

A. When you connect Marsello to your Lightspeed Retail (X-Series) POS, a Marsello Discount Product will be automatically created in your Lightspeed Retail (X-Series) POS product list. This product enables you to apply discounts or rewards to your customers' purchases. If you do receive an out-of-stock notification when adding a reward, you may need to add a quantity to that reward under your 'Product' section.

Q. When a loyalty reward is used in Lightspeed Retail (X-Series), its printed on the customer's receipt as a 'Marsello discount'. Is there a way to customize this?

A. You can update the way a Marsello loyalty reward appears on a customer's receipt in your Lightspeed X-Series settings. This help center guide will walk you through the steps.

Q. Can I have register specific rewards?

A. Currently, there isn’t a feature that allows rewards to be restricted to specific registers. All loyalty rewards are available across all registers in your program. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Q. Can I create a minimum spend reward for my customers to redeem at checkout when using the Chrome extension?

A. While you can create a reward with a minimum spend requirement, please note that the Chrome extension (legacy) currently does not enforce this rule at checkout.

Q. Why are points deducted when I claim a reward in Lightspeed, even if the sale isn’t completed?

A. This is expected behavior. In Lightspeed Retail (X-Series), points are deducted when the reward is claimed, not when the sale is completed. Once claimed, the reward is available to use until it expires.

If the reward is claimed during a sale, the claim and redemption happen at the same time. The reward will appear in the Marsello panel and automatically apply the discount to the sale. If the reward is removed before payment, the points will not return automatically and would need to be manually added back to the customer.

Campaigns and Automation: Lightspeed Retail (X-Series)

Q. For Marsello discounts within email automation - does the customer need to click 'claim' for the coupon to appear under their customer profile at checkout in-store, or can they claim at POS?

A. The customer will need to click the "claim discount" call-to-action button for the code to be available at the POS for redemption.

Q. I have a Lightspeed X-Series store and have recently added a Shopify eCommerce integration. Will my Automations still show "in-store" in my app admin?

A. Once you add a Shopify eCommerce integration to your Lightspeed X-Series stores, your Automation emails will update to the eCommerce templates and will be available to send to customers who shop both in-store and online. You will also notice that an Abandoned Cart automation will be added to your list of available automation.

Q. How does the Product recommendation work with out-of-stock products in Lightspeed X-Series? Will it still recommend items if someone similar purchased the item?

A. If a product is out of stock, it won’t be recommended since only items with positive stock quantities are suggested.

Q. We currently use Lightspeed Retail X-Series POS with Marsello. Is it possible to send feedback campaigns to customers without attaching the survey to the earned points email?

A. Yes. You can send a separate custom automation to obtain customer feedback. To do this, make sure the automation trigger is set to Order Placed. You’re welcome to use the Post-Purchase Feedback automation template available in our Automation Library.

Devices & compatibility: Lightspeed Retail (X-Series)

Q. Does Marsello integrate with Lightspeed Retail X-Series' Lightspeed Duo functionality?

A. No, Marsello doesn’t currently integrate with Lightspeed Duo. If this is something you’d like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you.

Compatible eCommerce Integrations: Lightspeed Retail (X-Series)

Q. I am a Lightspeed X-Series and Shopify store. One of my customers has created an account in Shopify, will that push through to Lightspeed X-Series automatically or would the customer have to create an account in Lightspeed X-Series as well?

A. The customer's details will not be pushed through to Lightspeed X-Series automatically. Please ask the customer to create an account in-store using the same email address used for the eCommerce account. Marsello uses the customer's email address as the unique identifier and will match these up in the database to prevent a duplicate account from being created.

Q. I use Unleashed along with Lightspeed X-Series. Will this impact Marsello in any way?

A. No, using Unleashed will not affect Marsello. The only possible crossover might be product stock numbers, as we use those for product recommendations.

Q. If a customer updates their email address on Shopify but does not update on Lightspeed X-Series, will their loyalty program still remain intact?

A. Yes, the customer's loyalty program stays intact. Customers stay linked across integrations as long as their email addresses match when connecting, ensuring accurate customer matching.

Q. I just changed Google accounts and no longer have the Marsello extensions that enabled rewards to be checked and used in our POS system (Lightspeed). What should I do?

A. If you’ve already uninstalled and reinstalled the iOS extension but the rewards still aren’t displaying, the next step is to reset your device and then reinstall both the Lightspeed and Marsello apps. Uninstalling apps via the Lightspeed platform can sometimes also remove the Marsello extension, which may prevent rewards from displaying correctly. If this doesn't help to resolve the issue, please let our support team know.

Q. Can I sync customer tags from Lightspeed Retail (X-Series) to Shopify through Marsello?

A. No, Marsello doesn’t currently support syncing customer tags from Lightspeed Retail (X-Series) to Shopify. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!