Wallet balance does not match the statement
How to reconcile My wallet with the Account statement: the wallet types as implemented, the common causes of differences and what to send to support.
Last updated 22 October 2026 · Last verified 22 October 2026
What it means#
My wallet and Account statement read the same transaction ledger. Every transaction changes one wallet and stores the "Balance after". Amounts are stored in US dollars and shown in the display currency you chose. If two figures differ, check the causes below before assuming a transaction is lost.
Who can access it#
- My wallet is for merchant accounts. A merchant that belongs to a delivery company gets its wallet with that company instead.
- Account statement is for platform merchants only and is not in the menu of a merchant that belongs to a company. When merchant plans are active, Excel export and the Document / PDF need the reports-export feature of the plan, and pulling it through the API (
GET /api/v1/statement) needs the API feature. Without active merchant plans these are not restricted.
Wallet types#
| Name in the interface | Code | What it holds |
|---|---|---|
| Shipping balance | recharge |
Prepaid balance. Shipping fees are deducted from it when parcels are created; top-ups and refunds go into it. |
| Reserved amounts | held |
Guarantee for parcels sent through your own carrier account. It returns to the shipping balance on delivery, but the platform keeps it if delivery fails. |
| COD dues | return |
Cash-on-delivery amounts collected for you. They can be withdrawn or transferred to the shipping balance. |
| Withdrawal under review | payout_pending |
A withdrawal request. The amount moves here at once from COD dues, then becomes "Withdrawal paid" when approved, or goes back to COD dues if rejected. |
My wallet shows three cards, with a withdrawal under review as a line below COD dues. The statement covers all four.
Likely causes#
- Different currency. The Excel file and the API show US dollars (
USD), while the screen shows your display currency at the current exchange rate (Syrian pound without decimals). - A different wallet. You compare the shipping balance with COD dues or reserved amounts.
GET /api/v1/mealso returnscompany_due(your balance with a delivery company), which has no card on My wallet and is not in the statement; any of its transactions can still appear in the unfiltered Transaction history. - Statement filter. Opening balance and Closing balance include all transactions, but Add-ons (+) and Deductions (−) follow the Transaction type filter, so Opening balance + Add-ons − Deductions no longer equals the Closing balance when a type is selected.
- Period. The default is from the first day of the month to today. A request is limited to one year (the start date is moved automatically), and swapped dates are swapped back.
- Pending requests. A manual top-up is added only after the administration approves it. A withdrawal request leaves COD dues as soon as you send it. Store parcels "awaiting balance" are not charged until funds exist.
- Parcel transactions. These include the creation fee (
parcel_created) and "Deliver parcel", which adds the COD to COD dues for parcels handled through the platform account. On "Parcel delivery failed" part of the fees is refunded according to the finance rule, but the reserved amount of an own-carrier-account parcel is not returned. A fee difference after company staff confirm the actual weight at the warehouse is posted as "Edit weight". COD of parcels delivered by your own company's couriers is recorded as cash held by the courier, not in COD dues. - Reversals. "Undo delivery", "Undo failure" and "Cancel parcel and refund" reverse earlier transactions; the balance can go negative (a debt) if you already withdrew the money.
- Admin adjustment. Only the platform admin makes it; the transaction description ends with "by" followed by the admin's name.
How to diagnose#
- Open My wallet and compare each wallet card with the top row for that wallet in Transaction history, filtered by the wallet. Transactions are listed newest first, so "Balance after" in the top row of the first page must equal the card.
- Open Account statement with no filter, from the date you need to today, and compare "Closing balance" with the card.
- "Summary by transaction type" shows which type caused the gap; the Parcel column opens the parcel's public tracking page.
Resolution steps#
Align the currency and the period
If more than one currency is enabled, choose the display currency with the buttons at the top of My wallet; set the statement period from the start date to today with no filters. Compare an Excel file or the API with the dollar figures.
Compare wallet by wallet
Filter Transaction history by the wallet in question. Check that each row's balance equals the balance of the row below it (the previous transaction) plus or minus its own amount. The statement, by contrast, lists oldest first.
Review pending requests
Recent orders lists your top-up and withdrawal requests with their status. An amount waiting for approval is not in the balance yet.
Trace one parcel
From the Parcel column of the statement, gather the parcel's transactions (creation fee, delivery or failure, any reversal or weight edit) and compare them with the parcel's status.
Prepare the details for support
If a difference remains, collect the information in the next section; do not repeat the operation.
When to contact support#
Send this so support can trace the difference:
- The wallet concerned, the figure you expect and the figure shown, in dollars.
- The period shown, the tracking numbers of the suspected parcels, and the date and "Balance after" of each transaction around the gap.
- The statement's Excel file if your plan allows export; it has a "Transaction number" for every row.
- The text of any message that appeared. Manual balance adjustments are made only by the platform admin; the merchant panel has no screen for them.
API
GET /api/v1/meGET /api/v1/statement