Wallet

The wallet gives every customer a money balance inside your marketplace. They top it up once and pay across any merchant and vertical in one tap; you use it as your fastest refund channel and as a retention lever — cashback, promotional credits, and goodwill gestures land in the wallet and come back to you as future orders. Every movement is recorded in a ledger visible to the customer and reportable from the dashboard.

Where to find it

Dashboard → Settings → Features → Wallet (/features/wallet) in your admin dashboard. Requires an admin or co-admin account.

Enabling the wallet

1. Open Dashboard → Settings → Features → Wallet.
2. Enable the wallet for your marketplace.
3. Configure top-ups — how customers fund their balance, including the amounts offered.
4. Save. The wallet appears in the customer app and becomes a payment option at checkout, marketplace-wide.

Top-ups are charged through your online payment setup, so connect a gateway first — see Gateway setup. Within your payment configuration, individual payment methods can be flagged as usable for wallet top-up, controlling which methods customers may fund their balance with.

Because the wallet is marketplace-level, a single balance works at every outlet and across every business type — a customer topped up for groceries can spend the remainder on a pharmacy order.

What customers see

Everything lives in Customer app → Accounts → Wallet:

Section	What it does
Balance	The current balance, spendable anywhere on the marketplace
Top-up	Add money using an online payment method
Auto-top-up	Optionally refill automatically when the balance runs low
Transaction history	Every credit and debit — top-ups, order payments, refunds, cashback

At checkout, the wallet appears as a payment option whenever the customer holds a balance.

The wallet as a refund destination

Two refund behaviors make the wallet the operational backbone of your refund flow:

• Refund to wallet — when refunding an order (after an edit or a cancellation), the wallet can be offered as a refund method. The customer is credited instantly instead of waiting days for a gateway reversal, and the money stays on your marketplace.
• Wallet fallback — if a refund to the original payment method fails or isn’t supported, the amount can be credited to the wallet instead, so no refund ever gets stuck in limbo.

Which refund methods are allowed and whether the fallback is active are part of your order edit and cancellation configuration — see Editing & refunds.

Service recovery at marketplace scale

When a merchant fumbles an order, a small wallet credit from the marketplace resolves the complaint instantly, costs less than re-delivering, and is guaranteed to return as a future order — across any of your verticals.

Cashback into the wallet

Coupons with the Cashback benefit type pay out into the wallet after the order completes — a discount that only has value if the customer orders again, which makes it one of the most efficient promotions a marketplace can run.

Driving wallet adoption

A wallet only retains customers once it holds money. Three reliable starters:

1. Seed balances with cashback. A cashback coupon on a launch vertical creates funded wallets at scale — every redemption is a customer with a reason to return.
2. Offer the wallet first for refunds where the customer agrees. Instant credit beats a multi-day gateway reversal for the customer, and the money stays on the marketplace for you.
3. Announce it to active customers. A marketing campaign to the active and repeat segments explaining one-tap wallet checkout targets exactly the people who order often enough to keep a balance.

Auto-top-up users are your stickiest cohort

A customer who enables auto-top-up has standing money on your marketplace at all times. Watch this group grow — it’s one of the strongest retention signals you have.

Reports

Wallet activity is reported under Dashboard → Reports:

• Wallet transaction list (/reports/feature-transactions/wallet-list) — every credit and debit across all customers, with the reason for each movement.
• Wallet aggregate (/reports/feature-transactions/wallet-aggregate) — totals over time: top-up volume, spend, refund credits.

Watch the aggregate as you scale: outstanding balances are prepaid money customers haven’t spent yet — a liability your finance process should track alongside settlements.

Troubleshooting

Symptom	Try this
Wallet missing from the customer app	Confirm it’s enabled under Dashboard → Settings → Features → Wallet
Customer can’t top up	Check an online gateway is connected and the payment method is flagged for wallet top-up
Refund to wallet not offered	The wallet must be in the allowed refund methods of your order edit/cancellation configuration
Customer disputes their balance	Open their transaction history — every movement is tied to an order or top-up
Cashback didn’t arrive	Cashback credits after the order completes; verify the order wasn’t cancelled

Related: Editing & refunds · Coupons · Gateway setup · Customer experience