Customer wallet
The customer wallet stores credit for each customer inside your store. Customers earn it as cashback rewards on their orders or receive it from you, for example instead of a cash refund, and spend it on later orders. Open it from Customers > Customer wallet to activate the wallet, follow balances, and add or deduct credit.
The customer wallet is available to stores whose currency is that of a GCC country: the Saudi riyal, UAE dirham, Qatari riyal, Kuwaiti dinar, Bahraini dinar or Omani rial. It is included in the Professional plan and above; on other plans you can add it as a monthly add-on. It is rolling out gradually, so the menu item may not appear in every store yet.
To open the wallet page, staff members need both the permission to view the customer wallet and the permission to manage it.
Activate the customer wallet
Before activation, the page is called Customer wallet and explains its benefits: automatic cashback, wallet credit instead of refunds, a simple experience for customers, and full control over the rules. The Subscriptions section shows what the wallet costs on your plan.
Go to Customers > Customer wallet.
Select Subscribe now.
If your plan includes the wallet, it is activated and the wallet page opens.
If your plan offers the wallet as an add-on, the dashboard takes you to the add-ons page of your subscription to buy it.
Otherwise, the dashboard shows an upgrade message.
If your store's currency is not a GCC currency, the page shows Customer wallets is only available for GCC countries. and Subscribe now is disabled.
Once the wallet is active, set up the rules for earning cashback in cashback offers.
Wallet overview
After activation, the page is called Customer wallets. The cards at the top summarize the program:
| Card | What it shows |
|---|---|
| Outstanding balance | The total credit currently held in your customers' wallets. It is credit your customers can still spend in your store, so treat it as an amount you owe them. |
| Total rewards | The total cashback granted to customers since you activated the wallet. |
| Rewarded customers | How many customers have received rewards. |
| Cashback ROI | Total sales from paid orders that used wallet balance, divided by the total rewards granted. For example, 1.2x means every riyal of rewards brought 1.2 riyals in sales. |
At the top of the page, Cashback offers opens your cashback offers, and Export CSV exports wallet data.
How wallet credit works
| When | What happens to the credit |
|---|---|
| A customer places an order that earns cashback | The cashback waits as a pending reward until the order is completed, then joins the customer's available balance. If the order is cancelled first, the pending cashback is cancelled. |
| A customer pays with wallet credit | The amount is held for the order and shows as Reserved in the customer's transaction history. Credit pays for products only, not for shipping fees. |
| A customer turns on wallet credit but doesn't order | The held credit becomes available again when the cart counts as abandoned, when the order is cancelled, or when the customer turns the wallet option off. |
| An order paid with wallet credit is cancelled | The credit returns to the customer's wallet automatically. |
| Credit reaches its expiry date | The unused credit expires and leaves the wallet. |
After a partial return, check the customer's cashback and adjust it with Create new transaction if needed.
What customers see in your store
Only customers with an account in your store have a wallet. Guests who check out without signing in can't earn or spend credit.
Wallet credit is money in your store's currency that customers spend directly at checkout, so it is simple for them to understand. Loyalty points work differently: customers collect points and redeem them for the discounts you set, which gives you more ways to design rewards.
To tell customers about wallet changes, such as cashback that becomes available or is about to expire, set up the cashback events in Automated messages.
In the cart
When the products in the cart earn cashback, the cart summary can congratulate the customer and tell them how much will be added to their wallet once the order is completed, for example: "Congratulations, you earned cashback! 25 riyals will be added to your wallet after the order is completed." A shopper who isn't signed in also sees a button to sign in and get the reward.
How this message looks depends on your theme. If it doesn't appear in your store, ask your theme developer to add it.
At checkout
The wallet balance appears as a payment option with a switch.
When the customer turns it on, their whole available balance is applied, up to the value of the products; they can't choose to spend only part of it. Credit is deducted from the products before VAT and never pays for shipping or cash on delivery fees, so a customer whose credit covers all the products pays only the shipping.
Wallet credit works alongside free shipping offers. A customer can pay with wallet credit and use a coupon in the same order only when Activate multiple discounts is on in Checkout page options.
In their account
The wallet page of the customer's account shows the available balance, the pending balance and every transaction, with the cashback earned, the credit spent, the related order and the expiry dates.
Customers with wallets
The Customers table lists the customers who use the wallet:
| Column | What it shows |
|---|---|
| Name | The customer's name. Select it to open the customer's transaction history. |
| Mobile / Email | The customer's contact details. |
| Available balance / Currency | Credit the customer can spend now. |
| Held balance / Currency | Credit on hold, such as credit reserved for an order. |
| Total balance / Currency | The customer's total wallet balance. |
| Pending rewards / Currency | Rewards earned from orders that are not completed yet. |
| Nearest expiry date / Balance expiring | The next date some of the customer's credit expires, and how much expires then. |
Find balances that are about to expire
Select the Filters button above the table.
In Balance expiring within, choose 7 days, 14 days, 30 days or Custom date. For a custom date, pick the date in Expiring before; it cannot be in the past.
Select Apply.
While the filter is on, the table adds an Expiry date / Balance expiring column with the amount that expires by your chosen cutoff. Use the list to remind customers to spend their credit before it expires.
View a customer's transaction history
Select a customer's name, or View on their row. The transaction history dialog shows the customer's Available balance and Pending rewards, and every transaction:
| Column | What it shows |
|---|---|
| Direction | An arrow icon: credit added (green) or deducted (red). |
| Description | The transaction description, which the customer also sees. |
| Order number | The related order, if any. Select it to open the order in a new tab. |
| Amount / Currency | The amount added (+) or deducted (-). |
| Status | Success for a completed transaction, or Reserved for credit held for an order. |
| Created date / Time | When the transaction happened. |
| Expiration date / Time | When the credit expires, if it has an expiry date. |
From the dialog, Create new transaction adds or deducts credit, and Customer profile opens the customer's details page.
Use the Expiration date column to see when each part of a customer's credit expires.
Add or deduct credit for one customer
Manual transactions aren't linked to an order. Add credit by hand to compensate a customer, for example 50 riyals with the description "Compensation for late delivery", to return an amount without issuing a refund invoice, or to reward a loyal customer when no cashback offer is running. Deduct credit to correct a mistake on an earlier order.
Open the customer's transaction history and select Create new transaction. You can also select Edit on the Wallet balance card of the customer's details page.
Under Action:, choose Add or Deduct.
Enter the Transaction amount: at least 0.01, in your store's currency.
Optionally, enter a Transaction description of up to 40 characters. The customer sees it in their wallet history.
When adding credit, you can check Cashback validity period and pick the date in Valid for to make the credit expire. The date must be tomorrow or later.
Select Save.
When you can, compensate a customer with wallet credit rather than a bank refund: the credit stays in your store for their next order.
Update the balance of several customers
In the Customers table, select the customers with the checkboxes. You can select up to 100 customers at a time.
Open Actions and select Update wallet balance.
Fill in the dialog the same way as for one customer, then select Save.
When some transactions fail, the dashboard tells you how many succeeded and how many failed. The same action is available from the customer list.
Adding and deducting credit needs the permission to manage the customer wallet.
Export wallet data
Select Export CSV at the top of the page.
In Export customers, choose which customers to include:
Balance expiring within: All periods, 7 days, 14 days, 30 days or Custom date with an Expiring before date.
Minimum balance and Maximum balance: leave them empty for no limit. The maximum must be greater than or equal to the minimum.
Select Export.
The dashboard takes you to Export requests, where you download the file when it is ready.
Deactivate the customer wallet
Open the More menu (⋮) at the top of the page and select Deactivate.
Read the message and select Confirm Deactivation.
After you deactivate the wallet, customers stop earning new rewards, but they can keep spending their current balance until it is used up or expires. The page goes back to its introduction; select Subscribe now to activate the wallet again.
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