Store wallet

The store wallet gives every customer a prepaid balance held with your restaurant. Customers top it up once and pay in one tap; you can credit it for instant refunds (no 3–10 day card wait), cashback offers, or goodwill gestures — and the money stays in your ecosystem until it’s spent on your food. Every movement is recorded in a transaction history visible to both you and the customer.

Where to find it

Dashboard → Settings → Features → Wallet (/features/wallet) in your admin dashboard. Requires an admin or co-admin account.

Turning the wallet on

1. Open Dashboard → Settings → Features → Wallet.
2. Enable the wallet for your customers.
3. Configure top-ups — how customers add money to their balance. You can shape the amounts customers are offered when topping up.
4. Save. The wallet appears in your customer app and becomes selectable as a payment option at checkout.

Top-ups are paid through your online payment setup, so make sure a gateway is connected first — see Setting up payment gateways. In your payment configuration, individual payment methods can be flagged as usable for wallet top-up, which controls how customers can fund their balance.

What customers see

Customers manage everything from Customer app → Accounts → Wallet:

Section	What it does
Balance	Current wallet balance, always visible
Top-up	Add money using an online payment method
Auto-top-up	Optionally refill the balance automatically when it runs low
Transaction history	Every credit and debit — top-ups, payments, refunds, cashback

At checkout, the wallet shows as a payment option whenever the customer has a balance. Regulars who keep a topped-up wallet check out faster and come back more often — the balance is a standing reason to order from you instead of a marketplace.

The wallet as a refund destination

The wallet is your fastest refund channel, and it shows up in two ways:

• Refund to wallet — when you refund an order (after an edit or a cancellation), the wallet can be offered as a refund method. The customer gets the money instantly instead of waiting days for a card reversal — and it returns as a future order.
• Wallet fallback — if a refund to the original payment method fails or isn’t supported, the amount can be credited to the customer’s wallet instead, so the refund never gets stuck.

Which refund methods are allowed, and whether the wallet fallback is active, is part of your order edit and cancellation configuration — see Editing orders & refunds.

Goodwill credits beat free meals

A small wallet credit after a bad experience (“we’ve added $5 to your wallet”) costs you less than a comped meal, lands instantly, and guarantees a return visit — the credit can only be spent with you.

Cashback into the wallet

Coupons with the Cashback benefit type pay out into the wallet after the order completes. Cashback is a strong second-order driver: the discount only has value if the customer orders again.

Getting customers to actually use it

A wallet nobody funds is just a menu item. Three moves that reliably get balances started:

1. Seed it with cashback. Run a cashback coupon for a few weeks — every redemption creates a customer with a balance, and a customer with a balance comes back.
2. Default refunds to the wallet where the customer agrees. “Instant refund to your wallet, or 3–10 days back to your card?” — most people take instant, and the refund stays in your ecosystem.
3. Announce it. A marketing campaign to your active customers explaining one-tap wallet checkout converts your regulars — the people who order often enough for a stored balance to make sense.

Watch auto-top-up adoption

Customers who enable auto-top-up have effectively committed to ordering from you indefinitely. They’re your strongest segment — treat them like VIPs.

Reports

Wallet activity is reported under Dashboard → Reports:

• Wallet transaction list (/reports/feature-transactions/wallet-list) — every credit and debit across all customers, with the reason for each movement.
• Wallet aggregate (/reports/feature-transactions/wallet-aggregate) — totals over time: top-up volume, spend, refunds credited.

Keep an eye on the aggregate: outstanding wallet balances are money customers have paid you but not yet spent — effectively prepaid revenue you should be aware of.

Troubleshooting

Symptom	Try this
Wallet not visible in the customer app	Confirm the wallet is enabled under Dashboard → Settings → Features → Wallet
Customer can’t top up	Check that an online payment gateway is connected and the payment method is flagged for wallet top-up
Refund to wallet not offered	Wallet must be in your allowed refund methods in the order edit/cancellation configuration
Customer disputes their balance	Open their transaction history — every credit and debit is listed with its source order or top-up
Cashback didn’t arrive	Cashback is credited after the order completes; check the order finished normally and wasn’t cancelled

Related: Editing orders & refunds · Coupons · Setting up payment gateways · What customers experience