What is the customer wallet and how does it get credit?
The customer wallet is store credit that is added automatically when you cancel a paid order of a customer with an account. Customers cannot top it up themselves; they spend it on a future order.
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Every customer with an account in your store has a wallet holding credit that can only be used in your store. It's how the platform returns the money of cancelled orders to a customer as credit they can shop with again.
How does credit get added?
In one way only: when you cancel a "Paid" order of a customer who has an account in your store, the order value is added to their wallet automatically, and the order's payment status becomes "Refunded". Details in How do I cancel an order or refund a customer?.
- Customers can't top up their wallet themselves.
- You can't add credit manually to a customer from the dashboard either.
- Cancelling an order that is still "Unpaid" adds no credit.
- Guest shoppers have no wallet; if you cancel a paid guest order, you return the money yourself.
Careful: a cash-on-delivery order is marked "Paid" as soon as you move it to "Shipped". If you cancel it after that (for example because the customer refused the parcel), its value is added to the customer's wallet even if your courier collected nothing.
Where does the customer see their balance?
In their account in your store, on the "Wallet" tab. It shows the "Available balance" labelled "Ready to use at checkout", and a "Transaction history" of every credit and payment.
How does the customer pay with it?
- They sign in to your store with their account.
- At checkout, in the "Payment" step, they choose "Wallet".
- They confirm the order. The amount is taken from their balance and the order reaches you already "Paid".
- The balance must cover the whole order total; if it's lower, the shopper sees "Insufficient — short by" with the difference, and the wallet option is disabled. Payment can't be split between the wallet and cash on delivery.
- Guests see "Sign in to pay using your wallet balance."
- If the shopper sees "Wallet payment is only available to customer accounts", the account they're signed in with isn't a customer account in your store. If they see «فشل الدفع بالمحفظة» (wallet payment failed), the payment didn't go through — usually because the balance isn't enough — and they can choose cash on delivery instead.
Turning on wallet payments in your store
The wallet option only appears at checkout once you switch it on. New stores start with it off:
- Open "Payments & Billing" → "Payment Gateways".
- On the "Wallet" row ("Customer store credit"), flip the switch to "Active". It saves immediately and needs no details or connection.
Limits to know
- There's no dashboard page showing your customers' wallet balances.
- The credit belongs to your store and can't be spent in another store on the platform.
- You can't delete a customer who still has wallet credit — see How do I deactivate or delete a customer?.
The customer wallet is not your merchant wallet: your own Elmatajer wallet is completely separate, and order money doesn't go into it — not even for orders a shopper paid from their store wallet. See "My Wallet" on the platform.
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