How to Approve Customer Wallet Top-Ups and Withdrawals
Customer wallets let your clients park money with you and spend it against invoices or security deposits later. But money should never move on trust alone. Wallet Approvals is the single queue where your team vets every credit and debit: you confirm a claimed top-up actually reached your account before the balance goes up, and you approve and pay out withdrawals before the balance comes down.
Whether a request was raised by your staff on the customer’s Wallet tab or by the customer themselves from the portal, it lands in the same queue and waits for a decision. Nothing changes the wallet balance until you act.
This page is gated twice. The customer wallet feature must be switched on under Settings → Operations, and you need the
wallet.writepermission to approve, reject, or pay out. Without the feature enabled, the page shows a “customer wallet feature is not enabled” message. Without write access you can still view the queue, but the action buttons are hidden.
Open the Queue
Go to Payments → Wallet Approvals (/payment/wallet-approvals). The header carries two sets of toggles:
- Money In and Money Out — switch between incoming top-up claims (credits) and outgoing withdrawal requests (debits). Each tab shows a live count of items currently waiting for action.
- Open and History — Open lists everything still awaiting a decision; History lists every past decision for reference.
All amounts are shown in your organisation’s currency.
Money In — Approve or Reject Top-Ups
Every top-up is a claim until someone confirms the money arrived. Because there are no online wallet payments yet, all money-in is entered manually and verified by your team. The Money In tab under Open lists each pending claim with the customer, request number, amount, what the customer says it was For (Wallet balance, Invoice payment, or Security deposit), the Claimed Ref they supplied, and whether it came in Via Portal or Staff.
Approve a Top-Up
- On the Money In → Open list, find the claim and click Approve.
- The Approve panel opens showing the Claimed Amount, what the customer says it was for, and any claimed reference or notes they added.
- Verify the money actually reached your bank or account, then select the payment mode it came through (this confirms how the money arrived).
- Click Approve & Credit.
The wallet is credited immediately on approval, and the claim moves to History marked Approved.
Confirm the money first. Approval credits the wallet on the spot — treat the payment-mode selection as your confirmation that the funds have genuinely landed. There is no undo from this queue.
Reject a Top-Up
- Click Reject on the claim.
- Enter a rejection reason when prompted — a reason is required, and cancelling the prompt leaves the claim untouched.
The claim moves to History marked Rejected, with your reason recorded as the outcome. The wallet balance is unaffected.
Money Out — Approve, then Pay Out Withdrawals
Withdrawals are a two-step release so the wallet never debits by accident. A request is first approved, and the balance only drops when you record the actual payout. The Money Out tab under Open shows both Pending requests (awaiting a first decision) and already-Approved requests (awaiting payout), each with the customer, request number, amount, status, source, and any notes.
| Status | What it means | Your next action |
|---|---|---|
| Pending | Request raised, not yet reviewed | Approve or Reject |
| Approved | Cleared for payment, wallet not yet debited | Mark Paid |
| Paid | Payout recorded, wallet debited | — (in History) |
| Rejected | Declined with a reason | — (in History) |
Step 1 — Approve or Reject
For a Pending withdrawal:
- Click Approve to clear it for payout. It stays in the Open list, now marked Approved, ready for the payout step.
- Click Reject and enter a required reason to decline it. It moves to History marked Rejected.
Approving does not move any money — it only authorises the payout.
Step 2 — Mark Paid
Once a request is Approved, click Mark Paid to record the actual payout and debit the wallet:
- The Pay Out panel opens showing the Payout Amount.
- Set the Payout Date (required).
- Choose the Payment Mode you paid through (required).
- Optionally enter a Payout Reference (for example a bank or UPI reference).
- Click Mark Paid.
The wallet is debited at this step, and the request moves to History marked Paid, with the payout mode and reference shown as the outcome.
The wallet debits only at Mark Paid. An approved withdrawal sitting in the queue has not yet reduced the customer’s balance. If a payout falls through before you mark it paid, the money is still in the wallet.
Reviewing History
Switch either tab to History to see closed items:
- Money In → History shows each top-up’s final Status (Approved or Rejected) and Outcome — either Credited via [payment mode] or the rejection reason.
- Money Out → History shows each withdrawal’s Status (Paid or Rejected) and Outcome — either Paid out via [payment mode] · [reference] or the rejection reason.
History is read-only; it is your audit trail of who decided what and how the money moved.
Where Requests Come From
You don’t have to raise wallet requests from this queue — it is only for approving them. Top-ups and withdrawals are created on an individual customer’s Wallet tab (or by the customer from the portal), and they all flow here for a decision. A staff-recorded top-up still needs approval before the wallet credits, exactly like a portal claim.