> For the complete documentation index, see [llms.txt](https://docs.rafflex.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rafflex.io/essential-settings/wallet-and-withdrawals.md). # Wallet & Withdrawals How customer wallets work, how customers pay with their balance, and how to set up withdrawals, photo ID checks and withdrawal emails. Every customer on your site has a **wallet**. It holds **site credit** in your site's currency (pounds or euros), and customers can spend it on competitions at the checkout. If you choose, you can also let customers **withdraw** their balance to their bank account. This page covers: * How customers get credit and pay with it. * The settings that control the wallet and withdrawals. * Photo ID checks for withdrawals. * What your customers see when they set up their bank details and ask to withdraw. When a withdrawal request comes in, [Processing Withdrawals](/essential-settings/wallet-and-withdrawals/processing-withdrawals.md) walks you through paying or rejecting it. *** ### How customers get credit Credit can land in a customer's wallet in several ways: * **Instant win prizes** set up as site credit. These are paid into the wallet automatically the moment the customer wins. See [Add Instant Wins](/create-your-first-raffle/add-instant-wins.md). * **Winlink fallbacks.** If a Winlink prize cannot be given as free tickets, the winner gets the value as site credit instead. See [Winlink Prize Fallbacks](/create-your-first-raffle/add-instant-wins/winlink-explained.md). * **Credit you add by hand**, for example to pay a draw prize in site credit or as a goodwill gesture. See [Site Credit & Wallets](/additional-settings/site-credit-and-wallets.md#add-or-remove-site-credit-for-a-customer). * **Cashback** on orders, if you have set a cashback percentage. See [How Cashback Works](/additional-settings/site-credit-and-wallets/cashback-explained.md). * **Affiliate rewards**, if you run the [Affiliate Referral Scheme](/affiliate-referral-scheme/setting-up-the-scheme.md). * **Refunds**, when you cancel an order and choose to refund it to the customer's site credit, or when a competition sells out while the customer is paying. See [Cancelling & Refunding Orders](/essential-settings/wallet-and-withdrawals/cancelling-and-refunding-orders.md) and [Selling Out During Checkout](/instant-win-games/instant-win-games/sold-out-during-checkout-refunds.md). * **Wallet top ups**, where the customer adds money to their own wallet by card (if you allow it). {% hint style="info" %} For a full tour of site credit, including adding or removing credit for a customer and what the customer's wallet page looks like, see [Site Credit & Wallets](/additional-settings/site-credit-and-wallets.md). {% endhint %} *** ### Paying with the wallet at checkout Wallet credit is **not** taken automatically. At the checkout, a signed in customer who has credit **chooses** to pay with it: * **Wallet** appears when their balance covers the whole order. Their balance is shown next to it. Nothing else is charged. * **Wallet + Card** appears when they have some credit, but not enough for the whole order. Their whole balance is used and they pay the rest by card. If the card payment does not go through, the credit is put back into their wallet automatically shortly afterwards. * If a customer has no credit, the wallet option is shown greyed out with their zero balance. Which of these options your customers are offered is controlled by the **Payment Gateways** tick boxes in **Settings**, then **Payments**. See [Payment Gateway](/getting-started/payment-gateway.md) for details. *** ### Wallet settings Most wallet options live on one page. In the admin panel, open **Settings** in the left-hand menu, then click **Checkout**. The page is titled **Checkout & Wallet**. #### In the Wallet Settings section | Setting | Default | What it does | | ---------------------------------- | ------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Allow Users To Withdraw Credit** | Off | Lets customers withdraw their site credit balance to their bank account. While this is off, customers can only spend their credit, and their wallet shows it as **Spend only**. This setting is hidden while the [Cash Wallet](/additional-settings/site-credit-and-wallets/cash-wallet.md) is on. | | **Enable Wallet Top Up** | On | Shows a **Top Up Wallet** button on the customer's wallet page, so they can add funds by card. Turn it off if you only want customers to earn credit (for example from instant wins). The button is also hidden for any customer who is in a timeout. | | **One Withdrawal At A Time** | Off | When on, a customer with a withdrawal that has not been paid or rejected yet must wait before they can request another one. They see **You already have a withdrawal being processed.** | | **Minimum Withdrawl Value** | 10 | The smallest amount a customer can withdraw in one request. Customers see it in the withdrawal window as **Minimum withdrawal amount is £10.00** (or whatever you set). You can set any amount from 0.01 up to 99.99. | {% hint style="info" %} The setting really is spelt **Minimum Withdrawl Value** on screen, so look for that spelling if you are searching the page. {% endhint %} #### How to switch on withdrawals 1. In the admin panel, open **Settings**, then click **Checkout**. 2. In the **Wallet Settings** section, switch on **Allow Users To Withdraw Credit**. 3. Decide whether you want **One Withdrawal At A Time** on. It is a good choice if you want to deal with one request per customer at a time. 4. Check the **Minimum Withdrawl Value** in the same section is right for your business. 5. Click **Save Settings** at the bottom of the page. You will see a **Checkout settings saved successfully** message. Once saved, a **Withdraw** button appears on your customers' wallet pages and the **Withdrawals** page appears in your admin menu under **Management**. {% hint style="warning" %} Before you switch on withdrawals, make sure your [Terms & Conditions](/essential-settings/add-terms-and-conditions.md) explain how withdrawals work, such as how long payments usually take. Customers must tick **I agree to the terms and conditions.** each time they ask to withdraw. {% endhint %} {% hint style="info" %} Want winnings kept apart from spend only credit, so only real winnings can be withdrawn? Turn on the [Cash Wallet](/additional-settings/site-credit-and-wallets/cash-wallet.md). Customers then withdraw from their cash balance, and site credit can only be spent. {% endhint %} *** ### Photo ID for withdrawals You can ask customers to upload a photo of a government issued ID (such as a passport or driving licence) before you pay them. This helps you confirm the person withdrawing is the account holder. #### How to switch it on 1. In the admin panel, open **Settings**, then click **Checkout**. 2. In the **Wallet Settings** section, switch on **Enable Payout Photo ID Upload**. Customers can now upload an ID on their **Payouts** page. 3. If you want ID to be compulsory, switch on **Photo ID is Required for Payouts**. This option only appears once **Enable Payout Photo ID Upload** is on. 4. Click **Save Settings**. | Setting | What it does | | ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Enable Payout Photo ID Upload** | Adds a **Photo ID** upload to the customer's **Payouts** page. Uploading is optional unless you also switch on the setting below. By switching this on, you agree to handle customers' sensitive data responsibly. | | **Photo ID is Required for Payouts** | Customers must include a photo ID when they save their payout details, and cannot request a withdrawal until one is uploaded. If they try, they are asked to upload one first. | #### How photo ID works for customers * A customer uploads their ID **once**, on their **Payouts** page. The same ID is used for all their future withdrawals, so they do not need to upload it again each time. * They can replace it at any time by uploading a new one. The new document replaces the old one. * Accepted files are **JPG, PNG and HEIC** images up to **5MB**. Most phone photos are fine. #### How you view and manage ID documents * ID documents are stored privately and are **never publicly visible**. * You can view a customer's ID from the **Withdrawals** page (**View ID Document**) or from the customer's account in your admin panel. Either way, the document opens through a **temporary secure link** that stops working after a short time. If a link has expired, just click the button again. * To view or delete an ID from the customer's account, go to **Management**, then **Users**, open the customer, click the **Actions** button at the top of the page, then choose **View Secure Payout ID** or **Delete ID Document**. Deleting asks you to confirm and cannot be undone. See [Customers](/managing-your-site/customers.md) for more on the customer's account page. {% hint style="info" %} If **Photo ID is Required for Payouts** is on and you delete a customer's ID document, they will need to upload a new one before they can make their next withdrawal. This is a simple way to ask for a clearer photo. {% endhint %} *** ### Withdrawal emails Your customers receive an email at each stage of a withdrawal: | When | Email the customer receives | | ------------------------- | ------------------------------------------------------------------------------------------------------------------------------- | | They request a withdrawal | **Withdrawal Request Received**, showing the amount and the date requested. | | You mark it as paid | An email confirming the withdrawal has been paid. This is always sent. | | You reject it | An email saying the withdrawal was rejected, including your reason if you gave one, and that the money is back in their wallet. | You can tailor the first email and get notified about new requests. In the admin panel, open **Settings**, then click **Email**: * **Withdrawal Payout Request Email** lets you write your own message for the **Withdrawal Request Received** email. Use it to explain your payout process, for example how long payments usually take. The amount and request date are always shown above your message. Leave it blank to use the standard wording. * **Admin Withdrawal BCC Email** sends you a blind copy (BCC) of every **Withdrawal Request Received** email, so you know when a new request comes in. If you leave it blank, the copy goes to your **Admin Instant Win BCC Email** instead, if you have set one. Click **Save Settings** when you are done. For more on your email settings, see [Email Setup](/essential-settings/email-setup.md). *** ### What your customers see This is the journey your customers follow to withdraw. It is worth reading through so you can help them if they get stuck. {% stepper %} {% step %} ### Add their payout details The customer signs in, opens their account and clicks **Payouts**. This opens the **Payout Information** page, where they fill in: * **First Name** and **Last Name**. * **Bank Sort Code** and **Bank Account Number**. * On euro sites, they can enter an **IBAN** instead of a sort code and account number. * A **Photo ID**, if you have switched photo ID on. They click **Save** and see **Thank you for securely saving your payout information.** Once saved, their details are shown partly hidden for security. They can click **Edit Details** to change them, or **Delete All Payout Data** to remove their bank details and any photo ID. They cannot delete their details while they have a withdrawal waiting to be paid. {% endstep %} {% step %} ### Open the withdrawal window The customer goes to **My Wallet** in their account and clicks **Withdraw**. A window called **Withdraw to bank** opens. If something is missing, the window tells them what to do instead of showing the form: * No bank details saved yet: they are asked to save their payout details first, with an **Add Payout Details** button. * Photo ID required but not uploaded: they see **You must upload a photo of your government-issued ID before you can withdraw.** with an **Upload Photo ID** button. * **One Withdrawal At A Time** is on and they already have a request waiting: they see **You already have a withdrawal being processed.** {% endstep %} {% step %} ### Request the withdrawal The window shows the minimum withdrawal amount and their balance. The customer: 1. Types an **Amount**, or clicks **Withdraw all** to fill in their whole balance. 2. Ticks **I agree to the terms and conditions.** 3. Clicks **Withdraw**. The amount must be at least your minimum and no more than their balance. {% endstep %} {% step %} ### Wait for payment The customer sees a message confirming their request and receives the **Withdrawal Request Received** email. The amount is taken out of their wallet balance straight away, so it cannot be spent while it waits. Their wallet shows it as **Pending Transfer to bank.** The request now appears on your **Withdrawals** page, ready for you to [process](/essential-settings/wallet-and-withdrawals/processing-withdrawals.md). {% endstep %} {% endstepper %} {% hint style="info" %} If you reject a request, the money goes straight back into the customer's wallet, so they never lose it. See [How to reject a withdrawal](/essential-settings/wallet-and-withdrawals/processing-withdrawals.md#how-to-reject-a-withdrawal). {% endhint %} *** ### Paying withdrawals By default, you pay each withdrawal yourself by bank transfer, then mark it as paid in your admin panel. The full process is here: {% content-ref url="/pages/vZxnYoSVQU0o9GICuAWR" %} [Processing Withdrawals](/essential-settings/wallet-and-withdrawals/processing-withdrawals.md) {% endcontent-ref %} If your site pays withdrawals automatically through a payout provider, see [Payouts](/additional-settings/payouts.md). *** ### Settings reference | Setting | Where to find it | What it does | | ------------------------------------ | ----------------------------------- | --------------------------------------------------------------------------------------------------------------------- | | **Allow Users To Withdraw Credit** | Settings, Checkout, Wallet Settings | Lets customers withdraw site credit to their bank. Hidden while the Cash Wallet is on. | | **Enable Wallet Top Up** | Settings, Checkout, Wallet Settings | Lets customers add funds to their wallet by card. On by default. | | **One Withdrawal At A Time** | Settings, Checkout, Wallet Settings | Stops customers requesting a new withdrawal while one is still waiting. | | **Minimum Withdrawl Value** | Settings, Checkout, Wallet Settings | The smallest amount that can be withdrawn in one request. 10 by default. | | **Enable Cash Wallet** | Settings, Checkout, Wallet Settings | Keeps withdrawable winnings in a separate [Cash Wallet](/additional-settings/site-credit-and-wallets/cash-wallet.md). | | **Cash To Credit Bonus** | Settings, Checkout, Wallet Settings | Extra site credit when customers convert cash into site credit. | | **Enable Payout Photo ID Upload** | Settings, Checkout, Wallet Settings | Lets customers upload a photo ID on their Payouts page. | | **Photo ID is Required for Payouts** | Settings, Checkout, Wallet Settings | Makes photo ID compulsory before a withdrawal. Appears once photo ID upload is on. | | **Withdrawal Payout Request Email** | Settings, Email | Your own message in the withdrawal request email. | | **Admin Withdrawal BCC Email** | Settings, Email | Sends you a copy of every withdrawal request email. | *** ### FAQ **Is wallet credit used automatically at checkout?** No. The customer chooses **Wallet** or **Wallet + Card** at the checkout. If they pick a card option instead, their credit stays in their wallet. **Do customers need to verify their ID for every withdrawal?** No. A customer uploads their ID once and it covers all future withdrawals. They only need to upload again if they want to replace it, or if you delete it. **Can I see a customer's full bank details?** Yes. The **Withdrawals** page and each request's details page show the full account number, sort code and (for euro sites) IBAN, so you can make the payment. Customers see their own saved details partly hidden. **Is the customer told when I pay them?** Yes. Every time you click **Mark as Paid**, the customer is emailed to say their withdrawal has been paid. **What happens if I switch withdrawals off while requests are waiting?** Customers can no longer request new withdrawals, but the **Withdrawals** page stays in your menu until every waiting request has been paid or rejected. **I cancelled an order that was paid for with credit. Where does the money go?** That depends on the choices you make when cancelling. See [Cancelling & Refunding Orders](/essential-settings/wallet-and-withdrawals/cancelling-and-refunding-orders.md).