All customer top-ups and charges are registered as transactions in Customer Wallet.
In case a company has a customer Wallet activated, all the transactions can be reviewed:
By a customer: in the Wallet transactions of the app
By a Merchant/brand manager: in Merchant > Wallet > Customer’s balances > Search by user’s phone number > “Transactions” in “more items button” menu
If a company works with Customer Wallet and an order is finished with an
unpaid status (FINISHED UNPAID in Order report) on any payment method but Cash and Terminal, the debt is accumulated on the customer’s Wallet.
If a cash or terminal order is reported by a driver as unpaid, the debt is not added to the customer’s Wallet. This is to protect the company from possible driver fraud, when the customer has paid the fare, but the driver still reported the order as unpaid.
Among the reasons drivers may select “Wrong total” or “No funds” are:
1. Not to pay Fixed Transaction fee (set value) and/or Dynamic Transaction fee (%) commission set in their driver plan
2. To punish the customer for bad behaviour, etc.
If Wallet debt limit is set to the default 0 value, the “unpaid” cash/terminal order debt could block a customer from placing any orders, unless the debt is covered. Unfair debts are rarely compensated, and a company ends up losing customers.
With compensation on a customer's Wallet for unpaid cash and terminal orders, a customer will see 2 records in Wallet transactions:
- charge on the Wallet
- compensation transaction to the Wallet
This means that a customer is not charged for any unpaid cash or terminal order, and no debt is put on a customer's Wallet.
If a driver reports a cash or terminal order as unpaid, selecting “Wrong total” or “No funds” he will have to specify the reason in the field "Description".
This reason will be logged in Order report.
A company may filter all FINISHED UNPAID orders with “Wrong total” or “No funds” reason in the Order report, check the validity as per the comment left by the driver and/or contact the driver/customer for verification:
1. If an order was truly unpaid, the company can put the debt on a customer’s Wallet by manually debiting the Wallet.
2. If an order is falsely reported as unpaid, no actions are required.
Individual debt management for a “compensated” unpaid cash and terminal order helps a company:
1. not to lose the pool of customers, blocked due to unfair Wallet debt
2. detect the drivers who cheat and take disciplinary measures
Should a company decide to disable “customer Wallet compensation for unpaid cash and terminal orders”, submit a request to support@onde.app.
