Wallet Management
Every customer has a wallet that stores prepaid credits and promotional bonuses. This guide covers how to view, manage, and troubleshoot customer wallets.
Understanding Wallets
Wallet Components
| Component | Description |
|---|---|
| Balance | Real money credits the customer added |
| Bonus | Promotional credits given by operators |
| Total | Sum of balance + bonus (available to spend) |
How Payments Work
When a customer pays for a ride:
- Bonus credits used first - Promotional credits are deducted
- Balance used second - After bonus is depleted
- Payment method charged - If wallet insufficient
This order maximizes promotional credit usage.
Viewing Wallet Details
From Customer Profile
- Navigate to Customers
- Click on the customer
- View wallet in the profile summary
- Click Wallet Details for full history
Wallet Information Shows
- Current balance amount
- Current bonus amount
- Total available funds
- Recent transactions
- Payment methods on file
Adding Credits
Manual Credit Addition
To add credits to a customer wallet:
- Open customer details
- Click Add Credit
- Enter the amount (in dollars)
- Select credit type:
- Balance - Regular funds
- Bonus - Promotional credits
- Enter a reason/note
- Click Add Credit
Credit Notes
Always include a note explaining why credits were added. This creates an audit trail for accounting and customer service.
Common Credit Scenarios
| Scenario | Credit Type | Note Example |
|---|---|---|
| Refund for ride issue | Balance | "Refund for ride #12345 - vehicle malfunction" |
| Promotional offer | Bonus | "Welcome bonus - new user promotion" |
| Service recovery | Bonus | "Compensation for service issue on 12/25" |
| Referral reward | Bonus | "Referral bonus - referred user ABC" |
Processing Refunds
When to Issue Refunds
- Customer was overcharged
- Vehicle malfunction during ride
- Service unavailable
- Legitimate billing dispute
- Promotional error
Refund Process
- Review the ride or transaction
- Determine refund amount
- Add credit to wallet (preferred) OR
- Process payment refund (to original method)
Wallet Credit vs. Payment Refund
| Method | Speed | Best For |
|---|---|---|
| Wallet Credit | Instant | Service recovery, small amounts |
| Payment Refund | 3-5 days | Large amounts, customer request |
Wallet Credits Preferred
Wallet credits are instant and encourage repeat usage. Use payment refunds only when specifically requested or required.
Managing Bonuses
Bonus Credits
Bonus credits are promotional funds that:
- Are used before regular balance
- May have expiration dates
- Cannot be withdrawn as cash
- Appear separately in the wallet
Adding Bonuses
- Open customer details
- Click Add Credit
- Select Bonus type
- Enter amount
- Add promotional note
- Confirm
Bonus Expiration
Configure bonus expiration in Settings:
- Bonuses can expire after X days
- Expired bonuses are automatically removed
- Customers receive expiration notifications
Bulk Bonus Distribution
To give bonuses to multiple customers:
- Select customers from the list
- Click Bulk Actions > Process Wallet
- Select Add Bonus
- Enter amount
- Enter promotional note
- Confirm
Transaction History
Viewing Transactions
Each wallet shows complete history:
- Date and time
- Transaction type
- Amount (+ or -)
- Running balance
- Notes/references
Transaction Types
| Type | Description |
|---|---|
| Credit Added | Manual balance addition |
| Bonus Added | Promotional credit added |
| Ride Charge | Charge for completed ride |
| Refund | Credit returned |
| Bonus Expired | Promotional credit expired |
| Adjustment | Manual correction |
Exporting History
To export transaction history:
- Open customer wallet
- Click Export
- Select date range
- Download CSV
Payment Methods
Viewing Payment Methods
Customers can add payment methods in the app:
- Credit/debit cards
- Digital wallets (Apple Pay, Google Pay)
Operators can see:
- Last 4 digits
- Card type
- Expiration status
Payment Issues
If a payment method fails:
- Customer is notified
- Ride may be ended automatically
- Account may be blocked until resolved
Negative Balances
How Negative Balances Occur
- Ride ended but payment failed
- Pending charge not yet collected
- Technical payment issue
Handling Negative Balances
- Customer must add funds to resolve
- Account may be blocked until resolved
- Future rides require positive balance
- Operators can write off small amounts
Writing Off Balances
For small uncollectible amounts:
- Open customer wallet
- Add credit equal to negative amount
- Note: "Write-off - uncollectible"
- Balance returns to zero
Audit Trail
All write-offs should be documented and approved according to your financial policies.
Wallet Settings
Global Settings
Configure wallet behavior in Settings:
| Setting | Description |
|---|---|
| Minimum Balance | Required balance to start ride |
| Low Balance Alert | Notify customer at this threshold |
| Bonus Expiration | Days until bonuses expire |
| Auto-Reload | Allow automatic wallet funding |
Auto-Reload
When enabled, customers can set:
- Reload amount ($10, $20, $50, etc.)
- Trigger threshold (reload when below $X)
- Payment method for reload
Best Practices
Credit Management
- Always document credit reasons
- Use consistent note formats
- Review large credits before processing
- Track promotional credit costs
Refund Guidelines
- Respond to refund requests promptly
- Verify claims before refunding
- Use wallet credits when possible
- Document all refunds thoroughly
Fraud Prevention
- Watch for unusual credit patterns
- Flag accounts with repeated refunds
- Review large bonus distributions
- Monitor for abuse of promotions
Reporting
Wallet Reports
Track wallet metrics:
- Total funds in customer wallets
- Bonus credits outstanding
- Refunds issued (daily/weekly/monthly)
- Credit utilization rates
Financial Reconciliation
- Wallet credits are liability
- Track promotional costs
- Reconcile refunds with revenue
- Monitor write-offs
Need Help?
For wallet-related questions, contact support@levyelectric.com.