Customer wallet — store credit, top-ups, refund-to-wallet

Manage → Customer Wallet

What customers can do

The wallet is a prepaid balance a customer keeps with your shop — perfect for regulars who order often (tiffin, grocery, milk rounds) and want to pay in one tap without pulling out UPI every time.

• Add money via any payment gateway you've connected (Razorpay, Cashfree, PayU, PhonePe, Easebuzz, Zoho Payments, CCAvenue — instant credit) or via UPI QR (you approve manually after seeing the screenshot). Gateway setup: Payments setup.
• See balance on a dedicated /wallet page and as a small pill in the nav header (shown once they're signed in and hold a balance or have a top-up pending).
• Pay at checkout — toggle "Use wallet balance" to apply it. If wallet covers the whole order, no other payment is needed and the order confirms automatically.
• Track everything — full transaction history, pending top-ups awaiting your verification, rejection reasons. Every credit also goes out as a WhatsApp confirmation.

What you control

Everything about the wallet is opt-in and tuned from one dashboard page — you decide the limits, the bonus offer, and every rupee that moves.

• Approve / reject UPI top-ups — review the screenshot + UTR, click Approve or Reject with a reason (the customer gets the reason on WhatsApp).
• Refund any order to wallet — instant. Customer's wallet credited; no gateway round-trip. See how below.
• Manually credit / debit any customer's wallet — for goodwill credits, compensation, or corrections. A note is recorded with every entry.
• Recharge offers (levels) — up to 6 slabs like "Add ₹1,000 → 10% extra · Add ₹2,000 → 20% extra", each with a percent and/or flat bonus and an optional tag ("Most popular"). The biggest matching slab applies to the whole recharge, and the offers show as attractive cards on your wallet page. The older single-rule bonus keeps working until you add slabs.
• Set limits — minimum top-up (default ₹10), maximum per top-up (default ₹10,000), and maximum wallet balance per customer (default ₹10,000 — the safe RBI ceiling for closed-loop store credit; you can raise it up to ₹50,000).
• Checkout spend rules — cap wallet use to a % of each order, set a minimum order value for wallet use, decide whether wallet combines with coupons (all / never / only specific codes) and with Cash on Delivery. The checkout explains any restriction to the customer in plain words.
• Optional expiry on bonus and cashback credits — see expiry below.
• Profit view — the Overview tab shows money received in advance, free credit given (your cost), how much came back as sales, expired-unused credit, and the split of outstanding balance between money customers paid vs free credit you granted.
• Per-customer history — tap any customer to see their full wallet ledger, with credit/debit actions right there.
• Export CSV — full ledger for accounting / reconciliation.

Step by step

Switching the wallet on takes one click — your live website updates itself, no manual republish needed.

How wallet pays at checkout

At checkout the customer flips one toggle and the wallet covers as much of the bill as it can — the store never over-collects, because the server re-checks every amount.

• Full wallet: order ₹500, wallet has ₹500 → use ₹500, gateway charges ₹0, order auto-confirms.
• Partial wallet + gateway: order ₹500, wallet has ₹200 → use ₹200, gateway charges ₹300.
• Partial wallet + COD: same as gateway — wallet covers part, COD covers the rest.
• Wallet + coupons + loyalty points: stack cleanly — the coupon and loyalty discounts reduce the order total first, then wallet pays the remainder.
• Not with Partial COD: wallet credit can't be combined with the Partial-COD advance option — checkout refuses that mix with a clear message so a customer is never charged twice for the same rupee. They can use wallet with a regular gateway, full COD, or on its own.

Refunding an order to wallet

Refund-to-wallet turns a return into store credit the customer will spend with you again — instant for them, zero gateway paperwork for you.

Open the order in Orders and start a Return / RTO. Pick the items coming back, and under refund method keep Wallet(it's the default for paid orders when your wallet is on — you can also choose Cash or No refund). The preview shows the exact ₹ before you confirm; on confirm the wallet is credited instantly and the customer gets a WhatsApp message. Refund credits are the customer's real money — they never expire.

Bonus & cashback expiry (optional)

Top-up bonuses and coupon cashback are free credits you give away — an optional expiry creates urgency to come back and spend them, and caps how much free credit piles up.

• Turn on Auto-expire cashback & bonus credits in the Settings tab and set the days.
• Real-money top-ups and refunds NEVER expire — only the free credits (top-up bonus and coupon cashback) do. Manual credits you give from the dashboard don't expire either.
• Customers get a WhatsApp reminder when a credit is about to expire within 7 days — that nudge is the whole point of cashback.
• When they spend, the soonest-expiring credits are used first automatically, so nobody loses a bonus while an old top-up sits unspent.

Removing test or mistaken entries

Tried the wallet out with your own number, or credited the wrong customer? Remove the entry from whichever view you found it in: the Top-ups tab (a ✕ Remove button on the recharge card), the Activity tab (every credit and debit across all customers, searchable by name or phone), or Customers → History. You type a short reason, and the entry moves out of the history while the balance adjusts the opposite way (removing a ₹500 top-up takes ₹500 back out of the balance).

• Nothing is ever deleted. Removed entries sit under "Show removed entries" in the same history — tap Restore any time and the money comes back exactly as it was.
• Recharges remove as one unit — the top-up and its bonus go together, and your stats (money received, free credit given) update to match.
• Order entries can't be removed here. Money spent or refunded on an order is managed from the order itself — cancelling refunds the wallet automatically, and deleting a test order frees its wallet entries for removal.
• You can't remove credit the customer already spent — the balance can never go below zero. For a fully-tested wallet, tap Select entries in the customer's History and remove the paired entries together (the credit AND the debit that spent it cancel out, so the whole test set clears in one step).
• Your CSV export keeps removed entries, marked with the date and reason — honest books, and every remove/restore is recorded in the platform audit trail.

Stats you'll see on the dashboard

The Wallet page opens with the numbers that matter for money-safety — how much credit is outstanding and how fast it's moving.

The big amber panel at the top of the Overview tab is "Wallet money customers hold" — the total store credit outstanding, how many customers hold it, and a bar splitting it into money they paid in versus free credit you gave (bonus and cashback). If bonus credit is due to expire soon, a chip on the same panel says how much goes in the next 30 days.

Under Last 30 days sit six cards:

• Money received — what customers actually paid in, before any bonus.
• Free credit given — recharge bonus + coupon cashback. This one is your cost.
• Spent at checkout — wallet money used on orders.
• Orders using wallet — how many orders used it, and what they were worth.
• Refunded to wallet — returns and cancellations you settled as store credit.
• Pending verification — UPI top-ups waiting for you to approve, with the amount waiting.

Below those, a plain-words "Simple version" line adds up what you collected in advance against the free credit you actually gave (after expiry), and a six-month bar chart shows top-ups, free credit and spending side by side so you can see whether the offer is paying for itself.