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Reward Offers

Reward Offers

Reward Offers award contacts with cashback to be spent on a future purchase, or instant discounts on current purchases, subject to specific conditions.

Each Reward Offer has a set of criteria that a contact must meet to earn the award. Multiple Reward Offers can be created for the same Reward Scheme, and contacts may be awarded by several offers from one or more schemes in a single purchase.

THE ESSENTIALS

Before delving into the details of Reward Offers, it's a good idea to familiarise yourself with some basic terms. 

Business Events 

Business Events are actions captured by CRM.COM to determine when a contact should receive an award. Each event is handled differently.

  • Customer Events - Contact actions submitted by a platform.

    • Purchase Events - Contacts purchases captured by an external POS or CRM.COM backend to award and/or spend wallet funds.

    • Referral Events - Created when a contact uses an app to refer someone, who signs up as a new contact.

    • Achievement Events - Based on completing goals (e.g. Facebook like, visit to a shop, wallet top-up).

  • Time Events - Reward eligibility based on loyalty or group membership over time (e.g. uninterrupted subscriptions).

  • Contact Events - Actions like sign-up or profile completion that show engagement.

Reward Tiers 

Reward Tiers rank contacts based on their total purchases across all of a business’s Reward Schemes. As contacts purchase, they earn value units (equivalent to an amount of money). Once enough units are collected, they move up to a higher tier, where they can benefit from better reward offers.

Offer Goals 

Reward Offers are grouped by their intended outcome (e.g., increase spending). Each goal includes different offer types, except donations, which have a distinct goal.

Offer Types

Each Offer belongs to an offer type (e.g. product discount), with a set of predefined rules which can be configured to dictate when an award will be granted and spent. 

Award

A monetary award granted to a Contact for meeting the Reward Offer target conditions. The Contact's commerce pocket is credited, and Commerce Pool conditions apply. 

Refer to the CRM.COM Wallet manual for further information about wallet pockets.

Commerce Pool

A set of conditions linked to each cashback award in the Commerce Pocket, defining when and how it can be spent (e.g., €1.75 on food, can be spent when purchasing on weekdays 3–6 pm). Each award has its own conditions defined by the Reward Offer.

Find out more about Commerce Pools here.

Redeem

Checks if a purchase meets Commerce Pocket conditions. If matched, then the corresponding funds are moved to the Business Pocket for spending or payout. Instantly redeemable awards are automatically redeemed and spent on the current purchase.

Refer to the CRM.COM Wallet manual for further information about the pockets. 

Spend

Spend is the action of using the Contact’s Open money to fully or partially pay for a purchase. Spending is allowed only if the Contact isn’t blocked from spending.

Refer to the CRM.COM Wallet manual for further information.

Payout

For auto-redeemable reward offers, funds redeemed from the Commerce Pocket to the Business Pocket are transferred to the Contact using their preferred payout payment method (provided that the payment gateway supports payouts).

Reward Commercial Terms

In CRM.COM, Merchants can define their own Reward Offers and subsequently submit purchase events. Defined by the Business and agreed with the Merchant, these terms set the rules for collaboration, including:

  • B2B settlement method (on award, redeem, or spend).

  • The merchant’s contribution fee (default 100%).

Blocking these terms disables awarding and spending at the merchant.

Refer to the Business Network manual for more information on configuring a Merchant's reward Commercial Terms.

Managing Reward Offers

Navigate to Reward Offers using Rewards > Offers from the main menu on the left-hand side of the screen.

Upon registration of a business, a Reward Scheme is automatically created along with four Reward Offers in an Inactive state:

  • €5 Registration Offer - Awarded upon successful registration of a contact, this is a cashback offer.

  • 20% Birthday Offer - Valid only on the day of the Contact's birthday, this is an instant discount offer and applies only to the Contact's first purchase on their birthday.

  • 5% Cashback on all Purchases - Awarded when purchasing any product at any location, this is a cashback offer.

  • €1 Referral Cashback - Cashback is awarded to the Contact if the referred person registers using the Contact's referral code and makes an initial purchase.

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Reward Offers summary screen

Reward Offer Goals

When creating a new Reward Offer, you will be prompted to choose a reward offer goal describing the type of Offer you want to create. Reward Offers are categorised into five different goals (groups).

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Reward offer goals

Offer Goal

Offer Type

Reward Achievement

Contacts are awarded when they accomplish a goal.

  • Lottery - Configure a one-time or recurring draw with one or more winners.

  • Thank You Gift - Reward Contacts as a gesture of appreciation.

  • Subscription Maturity - Reward Contacts for continuous, uninterrupted subscriptions.

  • Achievement - Award Contacts for completing actions or milestones (e.g., social likes, top-up goals). Customer Event Classifications must be configured for this offer.

Increase Spend

Contacts are awarded for their purchases.

  • Monetary Discount - Cashback or instant discount on total purchases, can be used for birthday/name day offers or with financial passes.

  • Products Discount - Offers cashback or instant discounts on selected products, supports birthday and name day offers, or can be associated with promotion passes. The award can be the cost of a free product or the cheapest product in a group.

Improve Memberships

Contacts are awarded as an incentive to promote the Business.

  • Sign-up - Award new Contacts upon registration.

  • Referrals - Award Contacts for introducing a new Contact (through the consumer app or portal) and/or the person that receives the referral.

  • Profile Completion - Award Contacts for completing their profile information.

Increase Visits

Contacts are awarded based on the date/time of their purchases.

  • Happy Hour - Award purchases based on specific locations and times, can also be used for birthday and name day offers.

Donations

Contacts can opt-in to donate to a charity or cause.

 

  • One-Off Donation - Allow Contacts to donate a fixed or custom amount directly, without a purchase.

  • Recurring Donation - Enable automatic fixed or variable donations at scheduled intervals (e.g., monthly or yearly).

  • Purchase Donation - Contacts donate a fixed amount or spare change with each purchase, subject to optional conditions (e.g., time, location, purchase amount, or purchase classification).

  • Product Donation - Allow fixed amount or spare change donations tied to specific product purchases, with optional conditions (e.g., product, time, location, purchase classification).

Select a Reward Offer goal and then select one of the Reward Offers to configure.

Setting Up Reward Offers

Offer Details

Define the details of the Reward Offer, keeping in mind that this information will be visible on front-end applications (e.g., online portal, mobile app). Ensure that high-quality, appealing images and clear descriptions are used to attract contacts.

  • Name - Ensure the name of the offer is clear and concise.

  • Add Image - Enhance your offer with an attractive image.

  • Scheme - Select the scheme for the offer. Only contacts who have joined the scheme will be able to see and benefit from the offer.

  • Offer Availability - The duration of the offer (i.e. can be awarded). An open-ended offer denotes a non-expiring offer.

  • Descriptions - Provide both short and long descriptions to explain the reward offer, ensuring that any conditions and how the award can be spent are clearly stated.

  • Terms & Conditions - Provide the Terms and Conditions for the offer.

  • Featured Offers - Set this toggle 'on' to feature selected Offers on the Home screen and at the top of the Offers list on front-end apps.

Target Conditions

Define the criteria a Contact must meet to earn an award. The type of conditions vary depending on the offer type and includes:

  • Segments - The offer targets specific contacts of one or more Segments. If no segments are defined, then the offer applies to all contacts in the reward scheme.

  • Location - Restrict the offer to purchases from specific merchants, venues, or countries etc.

  • Time - Set the time frame within which the purchase must occur to qualify for the offer.

  • Products - Specify eligible product conditions for the offer, such as Family, Brand, Type, SKU, or Category (including sub-categories). A maximum of 50 product SKUs can be added.

  • Purchase Classification - Target purchases by classification (e.g. delivery, dine-in) as defined in Customer Event Classifications settings.

  • Lottery Entries - Define the criteria a Contact must meet to earn an entry for a lottery draw (this option applies to lottery offers only).

    • An Automation can be set up (using the New Reward Offer Entry trigger event) to notify contacts via email or SMS when they qualify for an entry.

    • Lottery entries can also be exported from the Offers summary screen using the Export Lottery Entries option.

Award

  • Award - Define the award. It can be either a fixed Amount, or a Percentage of the contact's total purchase amount. For a free product award, set the SKU, or product group, i.e. Type, Brand, Family, or Category that will be awarded. For product groups, the award applies to the cheapest item if multiple products are bought.

For Subscription Maturity offers with percentage awards:

The percentage is based on the recurring fee of eligible, active subscriptions (termed, non-churned, and billable). One-time or non-billed subscriptions are excluded.

The award is calculated using the upcoming billing estimate, after applying any promotional discounts.

Example: $50 recurring fee, 10% award = $5 wallet credit.

  • Redeem - Set the conditions for spending the award, including automatic redemption and commerce pool conditions.

  • Commerce Pool Rules - Restrict award spending based on purchase conditions:

    • Time - During specific days and/or times.

    • Location - At selected merchants/venues.

    • Products - Of a selected family, type, brand or SKU.

    • Validity/Expiration Period - The award can be spent from/to specific dates.

To create a new commerce pool rule, select Create New Commerce Pool (from Award Information, Redeem tab), or see here to find out more about Commerce Pools.

  • A default Spend Anywhere within a year Commerce Pool is available, allowing unrestricted spending, provided the award is spent within one year. It's ideal for offers without specific conditions.

  • Even if an offer has no restrictions whatsoever, a commerce pool rule must be set (e.g. Spend Anywhere, forever).

  • Commerce pools can be preconfigured or created on-the-fly.

Copying Reward Offers

From the summary screen, you can copy a reward offer and select a different currency. The original amounts are copied as-is but can be adjusted in the new currency.

Setting Up Donations

To set up a donation for contacts to contribute to, configure a reward offer in a manner similar to regular reward offers. Choose the Donations reward offer goal, then select and configure one of the four donation types: One-Off Donation, Recurring Donation, Purchase Donation, or Product Donation.

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Donation set up
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Donation set up

Donation Details

Similar to reward offer details, but focused on donation information instead of the reward offer information.

For the image, use a recognisable logo or image for the charity.

Use the description to clearly explain how the donation works (e.g. a fixed monthly amount paid on a specific day or a percentage of purchases) and mention if the business also contributes. This will be visible to Contacts in apps.

Conditions

Set when and how the donation is triggered.

  • One-Off Donation - No conditions apply, since no purchase is required.

  • Recurring Donation - Set the date and time when the fixed amount donation will be made.

  • Purchase Donation - Optionally, add the purchase conditions such as location, time, amount, or purchase type (classification).

  • Product Donation - Optionally add conditions like location, time, specific products, or purchase type (classification).

Donation

Specify the donation details.

  • One-Off Donation & Recurring Donation - Choose between fixed amount or variable amount (set by Contact) donation. Optionally, set a business contribution (%) based on the contact’s donation, and select the charity (B2B Merchant).

  • Purchase Donation & Product Donation - Choose either fixed amount or spare change donation (rounds up the change of a transaction between €0.01 and €0.99 to the nearest whole number). Optionally, add a business contribution (%) based on the contact’s donation and then select the receiving charity (B2B Merchant).

Good to know…

  • To enable donations and handle financial settlements, the charity must be invited to the business as a B2B Merchant. For example, if Homespot (business) invites Rainforest Alliance (business) to join its B2B network and the invitation is accepted, donations to Rainforest Alliance will be credited to its business account. See the Business Network manual for setup and settlement details.

  • Be sure to upload a recognisable logo or image for the (business) charity, as it will appear in apps.

  • Donation opt-ins must be managed directly by Contacts via the apps.

  • Use the Donations Performance report to track donation activity and preferred charities.

  • Refer to the Settlement manual to learn more about the settlement process between the Business and the charities.

Activating an Offer

A Reward Offer can have either one of two states at any given time: 

  • Active - The reward offer is in use, and Contacts can be awarded by it if the offer conditions are met.

  • Inactive - The reward offer is not in use, and Contacts can’t be awarded. 

Once a reward offer is created, it appears in the Reward Offers summary screen with an Inactive state. To Activate it, click on the options button (…) of the respective Offer and select Activate.

Activating an offer

  • For best results, create and activate all offers within a Reward Scheme before activating the scheme itself.

  • Only Active Reward Offers are visible on front-end applications.

Rewards Events

CRM.COM logs all events related to award transactions.

To view them, go to Rewards > Reward Events from the main menu on the left-hand side of the screen. Use filters to refine your search, and click on any event to see it’s details.

Reward Offer Settings

Configure reward settings (subject to user permissions) by selecting Settings from the sidebar menu options, then Rewards.

Tiering

Contacts are grouped into tiers (e.g. Bronze, Silver, Gold) based on revenue generated within a set time frame. Tiers are measured in value units with an exchange rate against the base currency.

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If reward tiering is enabled, it can be configured to:

  • Advance contacts (automatically) to the next tier based on value units earned within a defined interval - either based on a configured monthly cycle (e.g. every 12 months) or from each Contact's sign-up date.

    • Optionally enable immediate advancement once a Contact reaches the required value units for the next tier.

  • Downgrade contacts to a lower tier if they don’t meet the required value units during the set interval (monthly cycle based or sign up date based).

Tiers are fixed until the next evaluation. If advanced early, Contacts receive benefits immediately and retain the tier until the next cycle.

At each evaluation, the period value units are reset to zero, but the Contact retains the set tier for the duration of the next period.

Tier colours appear in apps based on the Contact's current tier.

View each Contact’s tier and rewards information via the back-end system by navigating to Contacts > My Contacts.

Resolution

This setting determines which Reward Offer will be used to award the Contact when they qualify for multiple offers for a single purchase.

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Contacts will get an award from…

  • All matched offers - The Contact receives awards from all valid offers across all eligible reward schemes.

  • The Best Offer - The Contact receives only the single highest-value offer across all eligible schemes.

  • The Best Offer from each scheme - The Contact receives the highest-value offer from each eligible reward scheme.

The following examples demonstrate how a contact participating in two different reward schemes will be awarded in each case.

Reward Scheme

Reward Scheme 1 

Reward Scheme 2

Reward Offer 

Offer A

Offer B

Offer C

Award amount

€1.00

€0.50

€3

All matched offers 

The Best Offer

 

 

The Best Offer from each scheme

 

Provide only the best award from all instant discount reward offers?

If set to 'yes', and the Contact qualifies for multiple instant discounts, only the highest value discount will be awarded.

Enforce purchase submission to other B2B Peers by prioritising Organisations

This setting is related to B2B Networks.

Reward Redemptions & Payouts

Define how Contacts can redeem their awards and whether an automatic payout is triggered upon redemption. Enabling auto-payout means the Contact pays the full purchase amount and is reimbursed the redeemed amount afterwards, typically via a supported payment gateway. You can also set payout restrictions so payouts only occur when specific conditions are met.

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Redemption will be performed …

Select from three different redemption options:

  • Automatically - When a purchase meets the Commerce Pool conditions, the corresponding amount is automatically redeemed into the Business Pocket.

    • Automatic payouts on redemption? - Specify whether a payout should be posted whenever a redemption occurs. If disabled, funds remain in the contact’s Business Pocket. If enabled, the redeemed amount is paid out to the selected payout method:

      • Credit Card used on purchase - The payout amount is credited to the card used for the purchase.

      • Payment Gateway - The payout amount will is sent via a payment gateway that supports payouts (e.g. Settle - using the Contact's registered mobile number).

      • CRM.COM Wallet - The payout amount is credited to the contact’s CRM.COM Wallet.

    • Support Payout restrictions? - Enable this to post payouts only if the calculated payout amount (based on the Business Pocket balance and redeemed funds) meets or exceeds a defined threshold. Useful for preventing payouts of very small amounts.

  • On spend - If a contact chooses to ‘spend’ at the time of purchase, the purchase is evaluated against the Commerce Pocket conditions, and the matching amount is transferred to the Business Pocket.

    • Restrict the use of Commerce Pocket funds during a spend to a maximum of 90% of the total purchase amount - Prevents full discounts during spending. For example, on a €100 purchase, a Contact can only spend up to €90 using their Commerce Pocket balance, requiring a minimum out-of-pocket payment.

  • Based on activated Commerce Pools - The contact must manually ‘activate’ the Commerce Pools (and therefore, associated funds) they wish to use for their next purchase, which must occur within the next hour. Only funds from the activated Commerce Pool can be redeemed for the purchase.

The reduction method is part of the purchase customer event flow, handled through integration points where purchase events are captured - typically from systems like a POS.

Unlike back-end reductions, which are processed after the purchase, front-end reductions are applied in real-time by the front-end system (e.g. POS). They reduce the amount the contact must pay at the point of sale, based on the available funds the contact is eligible to spend.

Reward Offer Restrictions

Enable this setting to control which types of reward offers and redemption methods (e.g., instant discounts, deferred awards) merchants or service providers are allowed to create. This ensures alignment with business rules and prevents unauthorised or unsupported configurations.

Commerce Pool Rules

The commerce pools can be defined by selecting Commerce from the sidebar menu, then Commerce Pools.

Reference Material

You may also find it helpful to refer to the following manuals for further reading about Rewards.

Reward Schemes

https://crmdevelopment.atlassian.net/wiki/spaces/CRM/pages/1397656420

Segmentation

https://crmdevelopment.atlassian.net/wiki/spaces/CRM/pages/557842493

Communication Plans

https://crmdevelopment.atlassian.net/wiki/spaces/CRM/pages/542703818

Contacts

https://crmdevelopment.atlassian.net/wiki/spaces/CRM/pages/424247365

Accounts

https://crmdevelopment.atlassian.net/wiki/spaces/CRM/pages/1412235485

https://crmdevelopment.atlassian.net/wiki/spaces/CRM/pages/1412235485/Financials#%5BinlineExtension%5DFinancial-Events

Business Network

https://crmdevelopment.atlassian.net/wiki/spaces/CRM/pages/610697345

Commerce Pools

https://crmdevelopment.atlassian.net/wiki/spaces/CRM/pages/2281504770

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