Merchant wallet: balances, top-up and payouts

Purpose#

The merchant wallet holds the balances the platform keeps for your account. This guide covers the balances, top-ups, payout requests and the statement.

Who can use it#

• Independent platform merchants (who signed up on the platform itself, not on a delivery company's site): everything in this guide.
• Merchants that belong to a delivery company see a different page, "My wallet at …", with two balances recorded by the company. Platform top-up, withdrawal, transfer and the statement are refused with «حسابك تابع لشركة توصيل — هالميزة لحسابات تجار المنصة بس …» (platform merchants only); the company settles with them directly.

What you need#

• A platform merchant account. The wallet and top-up pages stay open without an active plan, so you can top up and renew.
• For a manual top-up, a transfer already made; to export the statement, a plan that includes "Export reports (CSV)".

The balances you see#

Open My wallet under Finance in the side menu, or click the shipping balance in the top bar.

Balances are kept in US dollars and shown in your chosen display currency (the dollar, or a currency with an exchange rate set by the super admin, such as the Syrian pound). Amounts you type are taken in that currency and converted at the current rate.

Top up your balance#

Press Top up balance in the wallet. Up to two methods appear:

• Online payment (added instantly after payment): shown only when the super admin has enabled a gateway for top-ups (Stripe card, ShamCash or Paymera; all three ship disabled, so the super admin must enter each one's credentials and switch it on, with top-ups among its purposes, before the online payment box appears). Press Pay via … to pay on the gateway's page; you then return to the platform's Confirming payment... page, which updates by itself, and the amount is added only after the gateway itself confirms.
• Manual transfer (added after admin review): always available; its steps are below.

1. Transfer the money, then open the form

   Transfer the amount as agreed with the platform (the form shows no account to transfer to), then use the manual transfer box under Top up balance.

2. Fill in the form

   Amount (at least 1, with a currency choice) and Transfer method (Bank transfer, Cash, Manual ShamCash transfer or Other); optionally Transaction / reference number, Receipt image (up to 5 MB) and Note.

3. Send the request and follow it

   Press Submit request. The request shows under Recent orders with type Top up and status Under review, then Accepted or Rejected. On approval the super admin adds the amount to the shipping balance. Push notifications may also report the result if they are set up and your device is registered; the status in Recent orders is the reliable place to check.

Withdraw your dues#

Money is withdrawn from COD dues only, with the Request dues withdrawal card. With a payout schedule set by the super admin, the card lists the transfer days, the cut-off hour and when a request sent now would be transferred; otherwise it says "Your request goes to the administration and is transferred after review."

1. Save a payout account (optional)

   Click your profile picture in the top bar and choose Payout accounts. Add up to 10 accounts (Method, a short name («اسم مختصر») and Payout details); the default one is preselected in the withdrawal form.

2. Fill in the request

   Amount in the chosen currency (at least 1, at most your COD dues); the payout account («حساب الاستلام»), saved or «— اكتب البيانات يدوياً —» (type manually); Pickup method (the English label of the payout method field: Bank transfer, Cash receipt, ShamCash or Other); and the required Payout details (account number / wallet / name).

3. Send the request

   Press Submit request and the message "Withdrawal request sent" appears, with the transfer date when a schedule exists. The amount moves at once from COD dues to "Withdrawal under review", so it cannot be requested twice.

The super admin transfers the money outside the system and records it (the platform does not send the money itself: approving a withdrawal makes no call to a bank or payment gateway), and the status becomes Accepted. On rejection the amount returns to COD dues, with the reason in the notification if one was written. To move dues into the shipping balance instead, use Transfer earnings to shipping balance: enter the amount and press Transfer.

Expected result#

• After a manual top-up request: the request shows under Recent orders as Under review, and the amount is added to the shipping balance only after the super admin accepts it.
• After a withdrawal request: the amount moves at once from COD dues to "Withdrawal under review" until the request becomes Accepted, or returns to COD dues if it is rejected.

Transaction history and the statement#

Transaction history lists your transactions, 20 per page, with an All wallets filter.

Account statement (a wallet button and a side-menu item) takes a period with From and To (default: start of the month to today; at most one year) and filters by wallet and transaction type. It shows each wallet's opening balance, additions, deductions and closing balance, then the transactions with the parcel number.

Excel downloads a CSV file in US dollars; Document / PDF opens a printable document (first 5000 transactions) with a Print / Save PDF button. Without a plan that includes "Export reports (CSV)", the button reads Export (upgrade plan).

Common mistakes#

• The withdrawal button is disabled: COD dues are zero. Top-ups do not add to them; collected cash-on-delivery amounts do.
• "Insufficient wallet balance. Required: …, available: …": the amount exceeds the available balance. Both numbers are in US dollars even if you view pounds.
• A withdrawal below 1 is rejected: in dollars the field accepts amounts down to 0.01, but the server requires at least 1 in the chosen currency.

Limits and permissions#

• Requests per minute: 10 for manual top-ups and withdrawals, 20 for transfers and statement downloads.
• The company-account refusal and some Payout accounts texts have no English translation and appear in Arabic in the English interface.