What is customer Wallet ?

Customer Wallet supports the concept of a prepaid balance that a customer can use to cover order cost.

Wallet is enabled on Merchant level. Every merchant can have its own Wallet. To enable Wallet access tab Merchant of your Brand > select sub tab “Wallet” and tap “TURN ON”

Once activated it becomes available for all companies linked to the merchant.

IMPORTANT

After customer Wallet is enabled on Merchant level it does not automatically become available in the customer app. A customer has to "create" Wallet in the app using one of the below options:

Wallet can not be deactivated as it may bring irrevocable damage to correlated payment processes.

1. By card

2. By top-up coupons

1. A company’s brand manager activates a payment gateway for company as per instruction in the video Adding a payment gateway

2. Tap on “Top up wallet” on the top of the first screen or access tab “Wallet” via side menu

3. Tap on “Card”, add a card as per instructions in the post , specify the top-up sum and press “Top up balance”.

A customer can top their Wallet balance up with coupons directly from the app.

1. Tap on “Top up wallet” on the top of the first screen or access tab “Wallet” via side menu.

2. Tap on “Top up Code”, add the proper top-up coupon code and press “Activate coupon”.

To activate top-up coupons service, access My hub, proceed to the tab "Applications & services", find "Topup codes" service and tap SUBSCRIBE. Once the service is activated, a new sub-tab “Top-up coupons” will appear in “Promotions” tab of My Hub.

1. To generate customer Wallet coupons enter the sub tab “Top-up coupons” and press “CREATE”. On the pop-up window specify coupon value + number and tap ”CREATE”.

2. One can create a great many top-up coupon packages. Added packages are grouped by value. The package with the smallest top-up value is placed on top of the list.

3. Each coupon package shows General coupon statistics on the following metrics:

4. To review all top-up coupons within a package tap on “Coupon codes”. Each generated coupon is assigned a unique code and can have one of the 3 statuses:

-Active (not used by a customer to top Wallet balance up)

-Used (used by a customer to top Wallet balance up )

-Cancelled (disabled by company manager for any internal reason/purposes)

5. One can apply a filter to review all Active, Used and Cancelled top-up coupons and download the filtered coupons in CSV format.

6. One can search for this or that coupon by its name via the search field. “Sorting” icon allows to adjust coupons data display

7. To cancel an active top-up coupon, tap on the “more items” button and on the “cross” to cancel it. Cancelled top-up coupons can not be reactivated. They become invalid and can not be used for Wallet balance top-up.

8. In case you need to add more top-up coupons of the same value access the required package, tap on ADD COUPONS, specify the number of coupons and press ADD.

Companies can use multiple online and offline options to distribute top-up coupons.

Among others, popular offline promotion channels are branded booklets/leaflets/flyers, local print media, local Radio Station, QR code stickers, Billboards and posters

Some of the popular online promotion channels are online Landing page, social networks (Instagram, Facebook, Twitter), press release in media, Google Ads, SMS or push notification campaigns, influencers

The number of top-up coupons per customer is not limited.

IMPORTANT:

To make a trip with Wallet payment method a customer has to top it up with an amount equal to order estimation or higher. So, to start using Wallet a customer must “activate” it in the app and top it up. Otherwise, one can not create a trip with Wallet.

By default Wallet is selected as preferred payment method and is used automatically to cover trip cost on the following conditions:

1. If trip estimate/fix exceeds Wallet balance the order will be processed on an alternative available payment method (priority to cards over other methods remains).

2. If the final trip cost is higher than the estimate and is above Wallet balance the Wallet will accumulate a debt. The debt amount is displayed on the Wallet. (for example: Wallet balance is $5, estimate is $4, final trip cost is $7.5. After the trip the Wallet balance will show -2.5$.

If the debt exceeds Wallet debt limit set in Merchant a customer won’t be able to create an order on any payment method unless they cover the Wallet debt.

Customer can review the history of Wallet transactions (credits and debits) in sub tab Transactions of his Wallet.

A merchant manager can search for customer wallets by phone number in Wallet tab. Managers can also view all the transactions and manage customer's wallet balance. For more details proceed to the article How to check Customer Wallet transactions and manage balance.

In case a customer cancels a trip with Wallet payment method, and a cancellation fee applies, Wallet balance is charged with the cancellation fee and accumulates a debt. Cancellation fee is charged on Wallet with positive balance only. A customer can not place an order Wallet payment method in case wallet balance is negative due to accumulated debt.

If customer Wallet is not activated and a cancellation fee applies it is charged on the default credit card.

If customer Wallet is not activated, a cancellation fee applies and no card is added in payment method, the cancellation fee is not charged at all.

Consult the Cancellation fee logic article to properly set your cancellation policy for customers and drivers.

Merchant name is shown in customer app Wallet. Make sure to edit Merchant name in your merchant settings if a more presentable notion is required.

After a trip on Wallet the charged funds are credited to a driver’s balance.

To set Wallet limitation for card top-ups review Customer Wallet top-up limit post.

Check the post Customer Wallet debt limit if you want to set customer wallet debt limit.

We hope your customer user experience with Wallet will be even more pleasant!