THE ESSENTIALS

A Reward Offer is an incentive that awards contacts cashback into their CRM.COM Wallet, or grants an instant discount at the point of sale, when they meet a defined set of conditions. Each offer belongs to a Reward Scheme and is composed of one or more goals - the actions or behaviours a contact must complete to earn an award.

Reward Offers are the primary mechanism for driving repeat purchases, increasing visit frequency, rewarding loyalty, encouraging referrals, and supporting charitable giving. The Reward Engine evaluates every purchase and achievement event in real time against all active offers and grants awards to qualifying contacts automatically.

On every new business sign-up, four Reward Offers are pre-configured in an Inactive state as a starting point. These can be reviewed, adjusted, and activated immediately.

Who this manual is for - three roles

🔧 Configurator - sets up Reward Tiers, Resolution rules, Offer Restrictions, and Redeem/Payout settings. Works in Settings > Rewards.

🖥️ Operator - creates, manages, activates, and monitors Reward Offers day-to-day. Works in Rewards > Offers and Rewards > Reward Events.

🔗 Integrator - connects point-of-sale systems or builds custom apps that submit purchase events, trigger award and spend flows, and surface offers in front-end experiences. This manual explains the key concepts. For full integration guides and API specifications, refer to the Integrators Hub and the Self-Service SDK.

Key Concepts

Reward Offer
An incentive composed of a goal, target conditions, and an award definition. When a contact meets the conditions, the Reward Engine grants the award - either as cashback credited to the Commerce Pocket, or as an instant discount applied at the point of sale.

Reward Scheme
A named grouping of related Reward Offers designed to target a specific market segment or contact tier. A contact must be enrolled (signed up) in a scheme before they are eligible for any of its offers. Schemes can be open-loop (auto or self sign-up) or closed-loop (restricted sign-up). See the Reward Schemes manual for full detail.

Commerce Pocket & Commerce Pool
When a contact earns a cashback award, the funds land in the Commerce Pocket - not freely spendable cash, but funds attached to conditions. Those conditions form the Commerce Pool: they define when, where, and on what the funds can be spent (time, location, products, validity period). The contact must satisfy the Commerce Pool conditions at the time of spending. See the Commerce Pools manual for full detail.

Reward Tier
A contact classification level - such as Bronze, Silver, or Gold - assigned based on purchasing behaviour and value metrics. Tiers advance or downgrade automatically according to configured rules. Higher tiers can unlock premium offers or benefits. Configured under Settings > Rewards > Reward Tiers.

Reward Engine
The platform's core processing component that evaluates purchase and achievement events against all active Reward Offers in real time, applies target conditions and Resolution rules, and grants awards to qualifying contacts.

Personalised Offer Campaigns
A feature that automatically generates individual Reward Offers tailored to each contact. The business defines the audience and rules, the platform's AI selects the optimal products, discounts, or cashback amounts for each contact based on their purchase behaviour and engagement history.

Managing Reward Offers

🖥️ Primarily: Operator

Navigate to Rewards > Offers from the main menu to view the Reward Offers summary screen. Each offer shows its name, goal type, scheme, state (Active / Inactive), and available actions.

Default offers
On business sign-up, four offers are pre-configured in an Inactive state:

Review these offers, adjust their conditions and award values to suit the business, then activate them. Use the Copy feature on any offer to create a similar variant quickly.

Activating and deactivating an offer

Once created, an offer appears in the summary screen in an Inactive state. To activate it, select the options button (⋯) next to the offer and choose Activate. Only Active Reward Offers are visible in front-end apps. To deactivate an active offer, select Deactivate from the same menu.

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

[Screenshot: Reward Offers summary screen with options button visible]

Featured Offers

A Reward Offer marked as featured appears more prominently and with additional visual treatment on the front-end Home screen and at the top of the Offers list. This is configured per offer in the Offer Details section when creating or editing an offer.

Performance-based Offers

A Reward Offer can be configured with a completion target, tracking a contact's cumulative progress toward a goal - for example, earn back €10 for every €100 spent. The front-end presents this as a progress bar or stamp card. This is set in the Award section of the offer configuration.

Exporting Lottery Entries

Lottery entries can be exported from the Offers summary screen using the Export Lottery Entries option from the options button (⋯).

Reward Transactions

The platform logs every award, redemption, spend, and payout event. To view them, navigate to Rewards > Reward Events. Use filters to refine by contact, offer type, date range, or event status. Select any event to view its full detail.

Reward Offer Goals

🖥️ Primarily: Operator

When creating a new Reward Offer, the Operator selects a goal category that describes the type of offer to create. There are five goal categories:

Reward Achievement

Contacts are awarded when they accomplish a specific goal.

Increase Spend

Contacts earn awards for their purchasing activity.

Improve Memberships

Contacts are rewarded for activities that promote the business.

Increase Visits

Contacts are rewarded based on the date and time of their purchases.

Donations

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

Creating a Reward Offer

🖥️ Primarily: Operator

After selecting a goal and offer type, configuration proceeds through three sections.

Offer Details

Define the information that will be visible to contacts in front-end apps and portals. Use high-quality images and clear descriptions.

[Screenshot: Offer Details form]

Target Conditions

Define the criteria a contact must meet to qualify for an award. Available conditions vary by offer type.

[Screenshot: Target Conditions section]

Award & Redeem

Award
Define the value granted when conditions are met.

Redeem
The Redeem Method is the configured approach for triggering redemption of a contact's Commerce Pocket funds. Set it here per offer.

Instant redemption: The awarded amount is automatically applied against the current purchase - the contact pays less at the point of sale immediately. No funds are credited to the Commerce Pocket.

Deferred redemption (Commerce Pool): The awarded amount is credited to the Commerce Pocket with Commerce Pool conditions attached. The contact spends the funds on a subsequent qualifying purchase. Commerce Pool conditions available:

A default Spend Anywhere Within a Year Commerce Pool is available for offers that do not require spending restrictions. New Commerce Pools can also be created inline from the Redeem tab. See the Commerce Pools manual for full detail.

Promote & Join
Commerce Pools can be shared across businesses on the CRM.COM platform. One business promotes a Commerce Pool, partner businesses join it and reward their contacts with Commerce Pocket funds linked to that pool. Awarded funds can then be spent at the promoting business. To share a Commerce Pool, navigate to Commerce > Commerce Pools, select the pool, and choose Publish.

[Screenshot: Award and Redeem configuration]

Reward Offer Settings

🔧 Primarily: Configurator

All Reward settings are accessed via Settings > Rewards (subject to user permissions).

Reward Tiers

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

When 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 a configured monthly cycle (for example, every 12 months) or from each contact's sign-up date. Optionally enable immediate advancement once a contact reaches the threshold.

• Downgrade contacts to a lower tier if they do not meet the required value units within the interval.

Pre-defined default tiers (Bronze, Silver, Gold) are available and can be customised.

[Screenshot: Reward Tiers settings]

Reward Resolution

Resolution is the rule that determines which Reward Offer a contact receives when they qualify for more than one simultaneously.

Reward Offer Restrictions

When the business collaborates with Merchants, this setting controls which types of Reward Offers and redemption methods (instant discounts, deferred awards) those Merchants are permitted to configure. This ensures alignment with business rules and prevents unsupported configurations.

Reward Redeem and Payout

Determines how contacts can redeem their awards platform-wide.

On Contact spend request - the contact specifies an amount to spend at the point of sale when submitting the purchase. The specified amount is automatically redeemed and applied to the transaction.

Automatic payout - the redeemed amount is automatically issued as a Payout, returning funds to the contact's preferred payment method (bank account or http://CRM.COM Pay Pocket).

Additional spend controls:

• Restrict Commerce Pocket spend to a maximum of 90% of the total purchase amount - preventing a purchase from being fully covered by wallet funds.

• Require Commerce Pool Activation - the contact must manually activate the Commerce Pool before spending, funds are then eligible for their next qualifying purchase made within one hour.

• Restrict Commerce Pocket spend to the Business Pocket only.

Good To Know

Automations

🔧 Configurator - Reward Offer automations can be triggered by:

Available actions: send a communication (SMS or email), fire a webhook. See the Automations manual for full detail.

Analytics

🖥️ Operator - Reward performance is visible in:

• Home dashboard - high-level summary of award and redemption activity.

• Rewards Overview dashboard - offer performance, active contacts, and tier distribution.

Reference Material

Related manuals: Reward Schemes · Commerce Pools · Wallet · Contacts · Segmentation · Customer Events · Automations · Analytics · Business Network

For integration documentation: Integrators Hub · Self-Service SDK · Core Glossary

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