There are multiple scenarios in which an order can be finished with “unpaid” status.
Among others are: rejected card payments, failed card charges via terminal, lack of cash, etc.
A business can lose a lot of revenue on “unpaid” trips.
If a company works with Customer Wallet and any trip is finished with unpaid status (FINISHED UNPAID in Order report) the debt is accumulated on the customer’s Wallet.
How to manage Customer Wallet debt limit
Limiting access to services for customers who have unpaid debt on their Wallet balances helps a company to minimise its revenue losses.
By default Customer Wallet debt limit is 0 for any company that works with Customer Wallet. It means that once a customer’s Wallet balance is less than 0, a customer is not allowed to create an order.
A company can change the “Wallet limit” and allow customers to have bigger debts.
“Customer Wallet debt limit” is set:
- on Merchant level
- separately for each currency (this is in case there are several companies in one Merchant that work on different currencies).
To set Customer Wallet debt limit up proceed to the Merchant level of your Brand and access the Merchant you need.
Navigate to sub tab “Wallet” of your Merchant, select “Debt management” and tap on “ADD ” button:
Select the currency that is enabled for the Wallet of the company where you need the debt limit to apply.
Specify the debt limit that you require and tap ADD LIMIT to finalise the set-up. For example, if a -10 EUR debt limit is set a customer is allowed to place orders until his Wallet balance reaches -10 EUR. Mind that one can only create 1 debt limit in each currency.
Tap on “more items” button in case you need to delete the set debt limit.
To edit a debt limit tap on its record. Mind that one can only edit the value of the preset debt limit. The currency can not be updated.
User flow with Customer Wallet debt limit
If Customer Wallet balance is negative but within the set debt limit:
-a customer’s app main screen will generate a message “Still to pay…” as a reminder to top Wallet balance up
-a customer can still create an order
- if “Wallet” is selected as a payment method the app will show the screen “Not enough funds” with an option to “Top up balance” or “Change payment method”
If Customer Wallet balance is negative and above (exceeds) set debt limit:
- a customer’s app main screen will generate a message “Still to pay…” as a reminder to top Wallet balance up (refer to the screenshot above)
- a customer won’t be able to create an order on any other payment method such as (Wallet, card, cash, terminal, Corporate account) unless they cover the Wallet debt. After clicking on “Confirm Order”, the customer will see an error: “Please pay off your debt to place a new order”.
As soon as Wallet debt reaches the limit the customer is blocked from placing new orders. When a customer covers their Wallet debt they get a “green light” to order services.
The company can check that a customer has covered their debt by cross-referencing a debtor’s number with the state of their Wallet balance in Merchant.
Mind that even if a customer covers their Wallet debt for unpaid orders, the drivers do not get compensated automatically on their balances. This is as all the trips still remain in status they finalised, which is “finished unpaid” for any debt associated cases.
A business can keep track of Finished unpaid order statistics in Order reports and check Customer Wallet balances. If the statistics on unpaid trips show positive dynamics, a Company can choose to manually compensate drivers for unpaid orders by crediting their balances via their My hub profiles.
IMPORTANT
1. If a customer of the company that works with Customer Wallet cancels an order and a cancellation fee applies, the fee is charged on:
a.default credit card if it is selected as the payment method for the trip and the funds are sufficient
b. Wallet balance for cancellations on cash, terminal, Wallet payment methods and if the charge on the default card selected as the payment method is failed.
No cancellation fee is charged on Customer Wallet for Corporate account payment method.
2. When a customer creates a preorder the Wallet balance is checked. If it is within the debt limit the preorder is placed. There is no Wallet balance validation when the preorder is started by the driver, so, even if the balance is below the debt limit, the preorder is still processed.
3.A customer who has a negative Wallet balance is not able to delete their account. Upon an attempt the following notification is generated “Profile is not deleted. Please pay off your debt”
4. If a company has 2 or more Merchants in its Brand, Wallet is activated at least in one of them and a customer exceeds Wallet debt limit on this merchant they will not be able to place an order on the services of the companies linked to any Merchants of the Brand until Wallet debt is covered.
5. If a company works with Customer Wallet and an order is created on its services a coupon discount of his company is not taken into account. Should the trip estimation exceed the Wallet debt limit, the order is not created.
For example: Wallet balance is $5, Wallet debt limit is 0, trip estimation is $10, coupon is for $6. In such a scenario the order will not be created as the estimation exceeds the Wallet debt limit.
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