CRM.COM Wallet Business Features

Business Feature / Process	Description

Business Feature / Process	Description
The Wallet of Commerce	The CRM.COM Wallet is a powerful multi-pocket wallet providing you with all the fintech flows required for innovation and growth, including a payment gateway by CRM.COM for embedded finance (top-up, transfer, spend, payout), currently supporting Euros only. We provide a white-labeled wallet with three pockets, each designed to carry value with purpose: CRM.COM Pay Pocket (cash balance): A cross-platform cash balance funded directly by the contact using the CRM.COM embedded payment gateway (currently available only in the EU and supporting € for EU-issued cards). This pocket operates under CRM.COM’s PSD2-compliant license and can be used across any EU-based brand within the CRM.COM ecosystem. Business Pocket (store credit): A dedicated balance for value issued by your business - such as store credit, refunds, and reward redemptions. Funds in this pocket can only be used within your brand or approved partner brands, strengthening loyalty and driving repeat engagement. You can use the payment gateway of your choice (Stripe, Worldline, JCC). Commerce Pocket (rewards balance): A conditional balance created through reward rules or special top-up functions, designed to influence purchasing behaviour—serving as a modern replacement for points-based loyalty. Rewards balance is grouped into commerce pools with common conditions (product, channel, time) and can optionally require contact activation. This credit can be redeemed into open money (cash or store credit). When a contact registers using a business’s branded CRM.COM app, a wallet is automatically created and linked to their profile. If they’re already registered with another business on the CRM.COM platform, their existing wallet code and CRM.COM Pay Pocket are reused to ensure a seamless cross-business experience. Each wallet is uniquely identified by a 16-digit wallet code, enabling ecosystem-wide compatibility while keeping your business-specific balances (store credit and rewards balance) fully isolated.
Wallet to identify contacts	The CRM.COM Wallet code serves as the primary method for identifying a contact at the point-of-sale. Contacts are identified via a secure QR code, and offers are applied, increasing the wallet commerce pool balance.
Multi-currency Wallet	The CRM.COM Wallet is a multi-currency wallet. The CRM.COM Pay Pocket can hold multiple balances - one for each CRM.COM-supported currency (EUR, USD, and GBP). In contrast, the Business and Commerce pockets for each business operate in a single currency, which matches the contact’s primary account currency.
Wallet Journals	Debit or credit transactions affecting the CRM.COM wallet pockets (Pay, Business, Commerce).
Wallet Transactions	Top-ups Transfer by request, approve and auto-approve.
Wallet funding sources	The CRM.COM Wallet’s funding sources are the payment methods connected to a Payment Gateway. These methods are used to retrieve funds during automatic or manual Top-ups and whenever the wallet is used as a payment method. CRM.COM Pay Pocket - Funding is supported through the CRM.COM Wallet Gateway (Europe only). Business and Commerce Pockets - Funding is supported through the business’s own payment gateways (local or global).
Wallet Reserved Funds	The CRM.COM Wallet funds are reserved right after a purchase or an order is submitted so as to ensure that the purchase/order will be paid off using those reserved funds. CRM.COM Wallet reserved funds for purchases: By default, funds are reserved for a period of time until the spend is completed. CRM.COM Wallet reserved funds for orders: Defined per Order queue, wallet funds are reserved on placing the order and as long as the order will be invoiced on its completion.
Commerce Pools	Commerce Pools define the conditions under which Commerce Pocket funds can be spent - for example, how, where, and on which products the awarded amounts may be redeemed during a purchase. Example: An awarded amount of €5 may only be spent at Location A, on any food item, on weekdays between 3pm and 6pm. Different awards in the Commerce Pocket may be subject to different Commerce Pool conditions, depending on the offer settings.
Wallet identity	A CRM.COM Wallet is identified by the contact's email or phone number, which uniquely distinguishes the wallet for linking when registering with businesses on the CRM.COM platform.
Wallet periods	They are monthly, carrying forward aggregate open and commerce pool balances.
Wallet limits	Apply restrictions on transaction amounts and frequency based on contact categories.
Wallet fees	Apply fees on wallet transactions based on set rules that include monetary and transaction volume within a period of time.
Analytics	Dashboards Home Finance Reports Contacts Wallet Transactions Unspent Commerce Money Note that CRM.COM Wallet information is included in various reports such as Contacts Summary and Customer Events Analysis.

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