How money moves
Money touches several screens on its way from a customer's card to your bank. This page follows it the whole way, so you know which screen to open when a number looks wrong.
The three balances
Confusing these is the single most common source of "where is my money" questions.
| Balance | Whose | Currency | Where |
|---|---|---|---|
| Platform wallet | Yours, as a business | USD | Panel header, and Wallet |
| Customer wallet | Each of your customers | Your storefront's currency | The customer's own profile on the storefront |
| Your personal wallet | You, as a user account | — | My Account |
Your platform wallet is the one that affects trading. It is what backs a dedicated gateway, what your marketing wallet is charged from, and where your profit on bookings arrives. Money in rials, from rial-settled orders, IRR payment links and IRR gateways, moves through a separate rial balance on your platform, which the panel does not show.
A customer wallet is a customer's own credit on your store. It matters to you mainly in one situation: if a payment succeeds but the booking then fails to complete, the money is held in that customer's wallet so they can rebook immediately without being charged twice. A coupon's value also lands there when the customer uses it, paid from your marketing wallet. Customer wallets belong to your store: a customer who also shops on another store on the platform has a separate wallet there, and a checkout on your storefront only takes money from the wallet held on your store. A customer you have given Wallet transfer access in Users can also move their balance into your platform wallet themselves.
A customer payment, end to end
Where it can stop
| Symptom | Cause | Fix |
|---|---|---|
| No payment providers offered at checkout | No gateway is enabled for that currency and booking type, or none can cover the amount | Check Payment Gateways |
| A dedicated gateway vanished from checkout | Your platform wallet cannot cover the payment plus its fee, after payments already under way through your dedicated gateways | Top up, or wait for those payments to finish |
| Payments through a dedicated gateway fail | Its credentials are missing | Enter them on Payment Gateways |
| Payment taken but no booking | The supplier could not complete it after payment | The customer's money is in their wallet; they rebook at no extra charge |
Gateways: shared versus dedicated
This distinction drives most gateway behaviour.
| Shared | Dedicated | |
|---|---|---|
| Merchant account | The platform's | Yours |
| Credentials | Nothing for you to enter | You enter them, once |
| Depends on your wallet | No | Yes: hidden at checkout when your balance cannot cover payment + fee, and each confirmed payment moves its amount from your wallet to the customer's |
| Where to manage | Payment Gateways | Payment Gateways |
Nothing tells your customer why. The gateway simply is not offered, and if it was the only one, they are told no payment provider is available. If takings drop and nobody complains, check your wallet balance first.
The cover is real money. The customer's payment lands in your own merchant account, so once it is confirmed, the same amount moves from your platform wallet to that customer's wallet on your store, and pays for the booking from there. The fee comes back to you.
The gateway fee
You can set a percentage fee plus a fixed fee on each dedicated gateway. It is added on top of every payment made through that gateway: the customer pays it, and you keep it. Until you set one, the platform default applies; once you save one, saving 0 and 0 means no fee at all.
This is separate from your markup. A markup raises the product price; a gateway fee is a surcharge for the payment method.
Receipts and transactions
Two different records, often mistaken for each other.
| Receipt | Transaction | |
|---|---|---|
| What it records | The money side of one order | A movement in your platform wallet |
| Type | Buy or Sell | Deposit or withdrawal |
| Contains | Line items, counts, prices, discounts | Tracking code, amount, status |
| Screen | Receipts | Transactions |
A booking produces a receipt. What reaches your wallet from it is your profit, as a transaction, once the order settles. Withdrawals, transfers, payment-link payments and dedicated-gateway payments are transactions too. The two lists do not mirror each other.
Getting money out
- Withdrawal methods are grouped into Crypto and Fiat. Each carries its own fee percentage, shown on its card.
- The minimum withdrawal is 100 USD.
- The fee is added on top of the amount you request — the summary shows You send, Fee, Total debited from wallet and Recipient receives before you confirm.
- Every withdrawal is confirmed with a verification code.
- Requests are usually confirmed within 2 to 3 business days. While one is in progress, its row in Transactions says so and offers a Check Status action.
See Move your money for the step-by-step.
Moving money to another wallet
Wallet to Wallet sends funds from your platform wallet straight to another wallet on the platform. Transfers are instant and cannot be reversed, and are confirmed with a code emailed to your account address. You choose the recipient from a searchable list of your store's users, and the money goes to the dollar wallet they hold on your store; anyone without an active one is shown as unavailable.
This screen needs a specific access, so it is not in every staff member's sidebar.
What else spends your wallet
| Spends from the platform wallet | When |
|---|---|
| A payment through a dedicated gateway | Held while the customer pays; once it is confirmed, the payment amount moves to the customer's wallet on your store. The fee comes back to you |
| A charge of your marketing wallet | Immediately, once you confirm the emailed code. It cannot be moved back |
| A withdrawal | Amount plus fee, at the moment you confirm |
| A wallet-to-wallet transfer | Immediately, irreversibly |
What adds to your wallet
| Adds to the platform wallet | When |
|---|---|
| Your profit on a booking | When the order settles. A coupon does not reduce it: its value is paid from your marketing wallet. Taken back if the order is later cancelled and refunded |
| A payment on one of your payment links | When it is confirmed, unless it was paid through your dedicated gateway, where the money is already in your merchant account |
The marketing wallet
Your customer club coupons are paid from a separate Marketing Wallet: a USD coupon from its dollar wallet, any other coupon from a rial wallet the panel does not show. You charge the dollar wallet from your platform wallet, and the money cannot be withdrawn again.
When a customer uses a coupon at checkout, its value moves from the marketing wallet into that customer's wallet, and the order is then charged at full price. Your profit on the booking is the same as without the coupon. If the marketing wallet cannot cover the coupon, nothing moves and the customer is asked to contact support.
Related
- Wallet · Transactions · Withdraw · Wallet to Wallet · Marketing Wallet
- Payment Gateways · Incoming Payments · Receipts
- Get paid — the full setup for taking money