How to Use the Customer Wallet?

The Customer Wallet turns a customer into a prepaid account. Money the customer parks with you is held as a balance you can later use to pay their invoices, hold as a security deposit, or refund. Every movement lands on a single running statement, so at any moment you can see whether the customer is in credit or owes you — without stitching together invoices, receipts, and deposits by hand.

Why Use the Customer Wallet?

• One running account — invoices, payments, deposit holds, and wallet money-in and money-out all merge into a single Statement of Account with a live net position.
• Faster settlement — apply a customer’s balance to their open invoices in one action instead of collecting payment order by order.
• Built-in trust controls — every top-up and withdrawal passes through an approval step, so the balance only ever reflects money that actually moved.

This feature is gated. The Wallet tab appears on a customer only when your organization has switched the wallet on and you hold the wallet-read permission. See Turning the Wallet On below.

Turning the Wallet On

The wallet is off by default. An administrator enables it once for the whole organization:

1. Go to Settings → Operations.
2. Find the Customer Wallet section and turn on Enable Customer Wallet.
3. Save.

Access is then controlled by two permissions:

Users without the read permission never see the tab; users with read but not write see the statement but no action buttons.

Opening a Customer’s Wallet

1. Go to Customers and open a customer.
2. Select the Wallet tab.

At the top you’ll see the customer’s position at a glance:

Below the figures is the Statement of Account — every invoice, payment, deposit movement, and wallet entry, newest first, with a Net Position that updates line by line.

Reading the Statement

Each row shows what happened in Particulars, any invoice or reference in Reference, the amount under Debit (−) or Credit (+), and the running Net Position after that line. Small badges explain rows that don’t move cash:

• Wallet — money shifted between the customer’s own buckets (for example, an invoice paid from wallet balance). The net position does not change.
• Deposit consumed — a held deposit was used against damage or charges. The customer doesn’t owe anything new.
• No money moved — a receivable was waived or written off; the debt is cleared without a payment arriving.

Held money returns to Available automatically when a deposit is refunded to the wallet, minus any deductions.

Recording a Top-Up

Use this when a customer has paid you money to add to their wallet.

1. On the Wallet tab, click Top Up.
2. Enter the Amount.
3. Optionally add a Transaction Reference (UPI ref, UTR, cheque number) and Notes.
4. Click Submit for Approval.

Every top-up needs approval before the wallet credits. There is no online payment step — a top-up is a claim that money arrived, so a second person must verify it. It appears under Claimed Payments Awaiting Verification until then.

To approve it, click Approve on that row, confirm the payment mode the money came through, and click Approve & Credit. The wallet balance goes up only at this point. To turn a claim down, click Reject and enter a reason.

Paying Invoices from the Wallet

Once a customer has an available balance, settle their open invoices straight from it.

1. Click Pay Invoices.
2. The drawer shows the Available Balance and Total Outstanding. Enter the Amount to apply (it defaults to whichever is smaller) and a Payment Date.
3. The preview lists every open invoice oldest first and marks each one as it will be settled:

4. Click Pay Invoices.

The amount is applied to the oldest invoices first, and the balance drops by exactly what was applied. This button is unavailable when the available balance is zero.

Withdrawing or Refunding Balance

When a customer wants money back out of their wallet, raise a withdrawal. Like top-ups, it is vetted before any money leaves.

1. Click Withdraw and enter the Amount (it can’t exceed the available balance). Add Notes if useful, then Submit for Approval.
2. The request appears under Withdrawal Requests as Pending. An approver clicks Approve (or Reject with a reason).
3. Once approved, click Mark Paid, record the Payout Date, Payment Mode, and an optional Payout Reference, then confirm.

The wallet is debited only at the Mark Paid step, so an approved-but-unpaid request never changes the balance. Withdrawal statuses run Pending → Approved → Paid (or Rejected).

Wallet-held security deposits can’t be paid out as cash — they’re released back into the wallet. Handle deposit refunds from the order, not here.

Making a Manual Adjustment

Use Adjust to correct the balance with a compensating entry — the ledger history is never edited or deleted.

1. Click Adjust.
2. Choose a Direction: Credit (add money) or Debit (remove money).
3. Enter the Amount and a Reason (required).
4. Click Record Adjustment.

The adjustment shows on the statement as its own line, keeping a clean audit trail of why the balance changed.

Reviewing Approvals in One Place

Approving top-ups and withdrawals customer by customer works, but for a busier team there’s a single org-wide queue. Open Wallet Approvals from the Finance menu to see all pending top-ups and open withdrawals across every customer, and clear them from one screen.

Related Articles

• How to Manage Customers?
• How to Invite a Customer to the Portal?
• How Customers Use the Self-Service Portal
• Why Manage Customers?