Wallet & Withdrawals

This guide explains how the wallet system works, including wallet payments, withdrawals, and ID verification.

Wallet Overview

Every user has a wallet that stores credit in your site's currency (GBP or EUR). The balance is tracked internally in pence/cents for precision.

How Users Get Wallet Credit

Users can accumulate wallet credit from:

• Refunds: When an order is refunded, the amount goes to their wallet

• Competition Winnings: Prize money credited directly to their wallet

• Wallet Top-Ups: Users can add funds via your payment gateway (if enabled)

Want to know exactly what happens when you cancel an order, including how site credit refunds and instant win winnings are handled? See Cancelling & Refunding Orders.

For more on how site credit works alongside the wallet, see Site Credit & Wallets.

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Wallet Payments

When a user has wallet credit, it automatically applies to their purchases at checkout.

How It Works

1. Full Wallet Payment: If the wallet balance covers the entire order, no external payment is needed

2. Partial Payment: If the wallet balance is less than the order total:

   • The wallet balance is deducted first

   • The remaining amount is charged to the payment gateway

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Withdrawing Funds

Users can request a withdrawal from wallet credit to their bank account. By default you make the payout manually, but you will be presented with all the information you need to efficiently payout.

You can also connect a payment provider to pay approved withdrawals for you, instead of doing each one by hand. See Payouts.

Requirements

Before requesting a withdrawal, customers must:

1. Set up payout details: Bank account information (sort code & account number for GBP, or IBAN for EUR)

2. Upload photo ID: If you've enabled this feature (see ID Verification below)

3. Meet the minimum amount: Configurable in your settings

User Withdrawal Process

1. User navigates to their Account > Payout page

2. Enters their banking details and optionally uploads ID

3. Goes to Account > Wallet and clicks "Withdraw"

4. Enters the amount they wish to withdraw

5. Receives confirmation email

6. Admin reviews and processes the withdrawal

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ID Verification

You can require users to verify their identity before withdrawing funds.

How It Works

• Users upload a government-issued photo ID (passport, driving licence, etc.)

• This is done once when setting up their payout details

• The same ID applies to all future withdrawals: users don't need to re-verify each time

• Users can update their ID document if needed via their account payout page

Where IDs Are Stored

• Documents are stored securely in private cloud storage

• They are not publicly accessible

• Admins view documents via temporary secure links that expire after a few hours

• File names are anonymised for security

Enabling ID Verification

Go to Admin > Settings > User Experience and configure:

Setting	Description
Enable Payout Photo ID Upload	Turns the feature on/off
Photo ID is Required for Payouts	Makes ID mandatory (only visible if above is enabled)

If required, users cannot request withdrawals until they've uploaded their ID.

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Admin: Managing Withdrawals

Viewing Withdrawal Requests

Navigate to Admin > Withdrawals to see all pending and processed requests.

Each request shows:

• User email and name

• Withdrawal amount

• Banking details (partially redacted for security)

• Request date

• Payment status

Viewing ID Documents

If a user has uploaded an ID document, you'll see a "View ID Document" button.

Clicking this generates a temporary secure link to view the document. This link expires after a few hours for security.

Processing Withdrawals

For each withdrawal request, you can:

1. Mark as Paid: Updates the status to complete and optionally sends confirmation email to user

2. Reject: Returns the funds to the user's wallet with an optional reason

Accessing from User Profile

You can also view a user's ID document and payout details from their profile:

1. Go to Admin > Users

2. Find and edit the user

3. Use the "View Secure Payout ID" action

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Settings Reference

Setting	Location	Description
Allow Users To Withdraw Credit	Settings > Checkout	Enable/disable the withdrawal feature entirely
Minimum Withdrawal Value	Settings > Checkout	Minimum amount users can withdraw (e.g., £10)
Enable Payout Photo ID Upload	Settings > User Experience	Show the ID upload option to users
Photo ID is Required for Payouts	Settings > User Experience	Make ID mandatory for withdrawals

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FAQ

Do users need to verify their ID for every withdrawal?

No. ID verification is one-time only. Once a user uploads their ID when setting up payout details, it applies to all future withdrawal requests.

Where can I view a user's ID document?

Two places:

1. Admin > Withdrawals: Click "View ID Document" on their withdrawal request

2. Admin > Users: Edit the user and use "View Secure Payout ID"

Are ID documents stored securely?

Yes. Documents are stored in private cloud storage and are not publicly accessible. Admins can only view them via temporary secure links that expire after viewed.

Can users update their ID document?

Yes. Users can upload a new document via their Account > Payout page at any time. The new document replaces the old one.

What file types are accepted for ID documents?

JPG, PNG, and HEIC/HEIF images, with a maximum file size of 5MB.