Marsello: Loyalty, Email, SMS

very costly app with no customer support, they will always say they will contact you when they have time

Simple to use. My customers are enjoying it and making good use of all the ways to redeem rewards. This program solved my problem of finding a rewards program and email campaign platform that perfectly integrates customers from my shopify website www.springyfeet.com.au with my in-store Vend based shop. I can now offer a totally integrated response. Thanks to Marsello and its customer segmentation, I can more easily craft appropriate campaigns. Great app, highly recommend.

So easy to use and setting it up was really simple. I love how it brings people back to my store, and I'm so happy I don't have to keep track of anything manually anymore. I have had messages from other store owners asking how I set up my rewards program. I've recommended it to everyone :) THANK YOU!!!!

okay app, too expensive when you have multiple POS locations and bigger contact list. the estimator indicates somewhere around $250 per month, we've end up being charged for $429. We had to pause the app last month and you know what, the bill just kept coming even though you are not using anything.

Love how it works. I have the free version and there are so many great ways to use it even at zero cost. Highly recommend!

3 Aug: We do offer gift cards on our store and it was only last week we realised the purchase of gift cards would automatically be rewarded with points, which customers use the same gift cards to purchase items on our store and get rewarded with points again. That's duplication of points. We raised this to the customer support team, and Abby responded in exact words. "This wouldn't be considered a duplicate by the system." Abby also said. "We appreciate the feedback as we haven't had any similar opinions on gift card purchases being awarded points".

By principle, gift cards should be seen as currencies, not a SKU in your inventory. When someone purchase a gift card worth $1000, who use it to purchase $1,000 worth of goods, merchants are now obliged to give $2000 worth of points which they could have just given $1,000 worth of points. If this is not duplication, what is it?

Points should not be given to gift cards by default. If merchants decide to do so, they may have the option to opt in. Reward points are currencies and we ought to be careful with how it's being managed. Marcello's decision to make the opt-in as a default feature is a careless and inconsiderate one.

We have made quite a significant loss due to the duplication of points. I'm sharing here so merchants are informed and can do the necessary to opt-out reward points from gift card purchases.

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28 May: Issue was rectified on 24 May. Matt did his best to rectify the problem and offered compensation for the loss and technical glitch which I appreciate. Although the glitch is taking a toll on our customer service's time (and we have no idea when the queries would end), we're pleased that Matt asked for thorough feedback so that preventive measures could be implemented. We had a constructive discussion and I believe the Marsello team would do their best to work on the enhancements.

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24 May: All loyalty points were erroneously deposited / duplicated twice on 10 May and to our dismay, we only found out 2 days ago. 38 hours have passed - the problem hasn't been rectified and our questions not addressed yet. We're crossing over the weekend (we're in SGT) and another 48 hours will be lost.

We're going into a full blown crisis mode now and are forced to switch off the program. We have customers rushing to claim the vouchers and many of them have already used the vouchers from 10 May to 22 May. A huge loss is incurred and we're still waiting for the Marsello team to rectify and issue an official response.

The matter has been escalated to Shopify and has expressed their full support towards our demand of compensation from Marsello. But first, the problem needs to be rectified and we're still waiting.

I love this app. It is so easy to use and am getting great sales results!! A very user friendly app would recommend it to anyone wanting to set up automation emails and marketing.

In some ways, Marsello is great, but I am regularly surprised by the absence of features that I would consider to be standard, especially given the hefty price tag that Marsello comes with.

- There is no way to offer bonus loyalty points for the purchase of a specified product. Read that again.
- The email campaign editor can't pull live data from Shopify. If you want to feature products in an email, you'll be spending a lot of time copy-pasting data from your Shopify store into Marsello. If you're coming from the native Shopify email tool, it'll feel like a significant downgrade.
- Due to limitations in how Shopify performs discounts, something as simple as a reward that offers 100% off of a specified product is not possible. Instead, Marsello performs an order discount with a hard-coded value, which results in unexpected tax calculations and the need to revise discounts in Marsello whenever product prices change in Shopify. While this is largely a Shopify problem, Marsello has not kept up with the latest changes on Shopify's end, such as the option to combine discounts.

Positives worth acknowledging:
- Support is quick to respond to my requests (I am in GMT-3).
- The default customer segments are useable and easy to understand.
- Custom segmenting is intuitive.
- Multi-site reporting is well-done.

Easy to use - most templates and automations are already set up and ready to go. We will see how it goes.

UPDATE: the team got to work and added this feature so now rewards are not issued until paid AND fulfilled (as was our preference). thanks!

has great potential and the team is responsive, but basic items you would think would be built in are not. If you care about fraud, be cautious. customers can place an order, immediately cancel, get their coupon and place the discount order they wanted. If you sell any "premium" product or care about profitability let them know. This is an easy fix (don't reward points until the order has fulfilled/shipped) to prevent fraud.