The Community Access Pass is how credit union members verify their eligibility for discounts or offers in the Community Marketplace. It’s stored in their Apple or Google Wallet and should be shown at checkout.
But sometimes, a member may forget to bring it up or be unsure how to access it. Here's how to handle those situations with clarity and consistency.
Option 1: Honor the discount or offer as a One-Time Courtesy
If a customer identifies themselves as a credit union member but doesn’t have their pass:
- You may choose to apply the discount or offer one time as a courtesy.
- Kindly let them know the pass is required for future redemptions.
- Encourage them to visit the Community Marketplace to download their pass (they’ll find the link in their online banking portal or welcome email).
This keeps the experience positive while reinforcing the need for verification going forward.
Option 2: Decline the discount or offer if Policy Requires
If you prefer to strictly require the pass for every redemption:
- Politely explain that the Community Access Pass is required to redeem the discount or offer.
- Let them know it takes less than a minute to add it to their phone.
- Offer to wait while they pull it up in their digital wallet (if feasible).
This approach ensures consistency and prevents confusion among staff and customers.
Why the Pass Matters
- It confirms that the customer is part of the Community Marketplace pilot.
- It ensures only eligible members receive the exclusive offer.
- It standardizes the process for your team and minimizes guesswork.
Questions? Email us at support@trygoodbuy.com