THE ESSENTIALS

A Commerce Pool is a named set of conditions that controls how, where, when and on what the funds in a contact's Commerce Pocket can be spent. Every amount credited to a Commerce Pocket - an award from an offer, a top-up, a transfer, a shared allowance - is attached to a Commerce Pool, and that pool's rules travel with the money.

Commerce Pools are the modern replacement for points-based loyalty. Instead of abstract points, the contact holds real conditional money, and the business decides the spending rules.

This manual is organised around three roles:

• 🔧 Configurator - creates and maintains Commerce Pools and their conditions, and decides which pools are published to the network, usable in communities, or usable for top-ups. Works mainly in Settings > Commerce > Commerce Pools.

• 🖥️ Operator - references existing Commerce Pools when awarding contacts, transferring funds, topping up wallets, or setting up wallet sharing.

• 🔗 Integrator - creates, lists and reads Commerce Pools from external systems through the CRM.COM Web API, and attaches a pool to awards, transfers and top-ups.

🔗 Integrator - All Commerce Pool operations live under /backoffice/v2/commerce_pools. See the List Commerce Pools API reference and the Integrations section at the end of this manual.

Key Concepts

Commerce Pool

The rule set attached to Commerce Pocket funds. A pool bundles four kinds of restrictions - time, location, product, and validity/expiration - under a single name. Different awards in the same Commerce Pocket can carry different commerce pools, so a contact may hold several conditional balances at once, each spendable under different rules.

Commerce Pocket

One of the three pockets of the CRM.COM Wallet that Pocket holds conditional money - value that can only be spent when its attached Commerce Pool conditions are satisfied. It is single-currency per contact, matching the contact's account currency.

Redeem

The check performed at purchase time that verifies whether the purchase satisfies a Commerce Pool's conditions. On a match, the eligible amount moves from the Commerce Pocket to the Business Pocket, where it becomes open money that can be spent to pay for or discount the purchase.

Spend Treatment

Determines how an amount redeemed from a commerce pool is reported and taxed when a contact spends it during a purchase. Applies only to spends that draw on redeemed commerce pool funds.

This choice also determines whether the discount is excluded from tax for legal reporting. Defined per Commerce Pool.

B2B Commerce Pools - Published vs Promoted

A business can share its Commerce Pool(s) with other businesses under the same Service Owner, so another business can award its own contacts using the shared pool.

Example - A spa business publishes a Commerce Pool for specific spa services. A gym business then uses that Commerce Pool to offer new members 10% cashback redeemable at the spa business. When a contact joins the gym, they receive 10% cashback in their Commerce Pocket, spendable only at the spa subject to the Commerce Pool's rules.

Where Commerce Pools are used

A Commerce Pool can optionally be attached wherever conditional money is credited to a Commerce Pocket:

Managing Commerce Pools

🖥️ Primarily: Configurator/Operator · 🔗 Also: Integrator

Navigate to Settings > Commerce > Commerce Pools to see the list of all pools available to your business.

List columns

Creating a Commerce Pool

🔧 Configurator

Select Create Commerce Pools, then complete the pool details on the left and its restrictions on the right.

Pool details

Restrictions

Restrictions are grouped into four tabs. Leaving a tab empty means no restriction of that kind applies.

1. Time Restrictions - "On which days and times can the amount be redeemed?"

• Days - Any day, or Specific days (pick one or more of Monday to Sunday).

• Time - Any time, or Specific time (a from–to window, in 15-minute steps).

2. Location Restrictions - "At which locations can the amount be redeemed?"
   Select the merchants and/or venues where spending is allowed. If none are selected, the amount is redeemable at any location.

3. Products Restrictions - "For which purchased products can the amount be redeemed?"

⚠️ SKU variants - For SKU-based restrictions, if a product has variants (e.g. sizes), you must select the variant product SKUs, not the main product SKU.

4. Validity/Expiration Restrictions - "What’s the time frame for the amount to be redeemed?"

Valid from (start): From the next purchase (default) · After X days of being applied · On a specific date.

Will expire (end): Never (default) · After X days that it was applied · After X years that it was applied · On a specific date · At the end of the month that it was applied · At the end of the year that it was applied.

⏱️ The wallet-balance expiration process runs daily at 00:00 UTC.

The predefined Commerce Pool

A predefined pool, Spend Anywhere within a year, is always available. It carries no time, location or product restrictions and simply expires one year after the funds are applied. Because every Commerce Pocket amount must reference a pool, this default can be used whenever an award, transfer or top-up needs no special conditions. If you want unrestricted spending with no expiry either, create a pool (e.g. No restrictions) with no conditions defined.

Commerce Pool Options

Actions such as publish or enable can return Access Denied if your user lacks the required permission.

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