Wallet

The wallet gives each customer a money balance held with you. They top it up once and pay in one tap; you get the fastest possible refund channel and a place for cashback, promotional credit and goodwill gestures to land — all of which come back as future orders. Every movement is recorded in a ledger the customer can see and you can report on.

Enabling it

Open the wallet settings and switch it on.
Configure top-ups — the amounts offered and whether a custom amount is allowed, plus a maximum balance if you want one.
Save. The wallet appears in the app and becomes a payment option at checkout.

Top-ups are charged through your online payment setup, so connect a gateway first — see Gateway setup. Individual payment methods carry a flag for whether they may fund a wallet, which is how you keep, say, cash out of it.

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

What customers see

Everything lives under Customer app → Accounts → Wallet:

Section	What it does
Balance	The current balance, spendable at checkout
Top-up	Add money with an online payment method
Auto top-up	Refill automatically when the balance runs low
Transaction history	Every credit and debit, with its reason

Auto top-up carries its own guards: a trigger balance, a top-up amount, and a cap on how many times a day it may fire. Customers can switch it off at any time.

The wallet as a refund destination

Two behaviours make the wallet the backbone of refunds:

Refund to wallet — the customer is credited instantly instead of waiting days for a card reversal, and the money stays with you.
Wallet fallback — when a refund to the original payment method fails or is not supported, the amount is credited to the wallet rather than getting stuck.

Which refund methods staff may choose, and whether the fallback is on, are part of your edit and cancellation settings — see Refunds & disputes.

Cashback

A Coupons with the cashback benefit type pays 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 you can run.

Driving adoption

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

Seed balances with cashback. A cashback coupon creates funded wallets at scale, and every one is a customer with a reason to return.
Offer the wallet first for refunds, where the customer agrees. Instant beats several days, for both of you.
Tell your regulars it exists. A Broadcast to the active and repeat segments reaches exactly the people who order often enough for a stored balance to make sense.

Reports

Under Dashboard → Reports, in the feature transaction reports:

Wallet Transactions List (/reports/feature-transactions/wallet-list) — every credit and debit, with the reason for each.
Wallet Transactions Aggregate (/reports/feature-transactions/wallet-aggregate) — totals over time: top-up volume, spend, refund credits.

Watch the aggregate as you grow. Outstanding balances are prepaid money customers have not spent yet — a real liability, and one your finance process should track alongside Earnings & settlements.

Troubleshooting

Symptom	Try this
The wallet is missing from the app	Confirm it is enabled in the wallet settings
A customer cannot top up	Check an online gateway is connected and the payment method is flagged for wallet top-up
Refund to wallet is not offered	The wallet has to be in the allowed refund methods for edits and cancellations
A customer disputes their balance	Open their transaction history — every movement ties to an order or a top-up
Cashback never arrived	Cashback credits after the order completes; check the order was not cancelled
Auto top-up stopped	It has a daily cap; the customer may also have switched it off

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