Wallet Top-Up and Balance Inquiry Handling

Wallet Capabilities Overview

Guiding Customers to Check Balance

The wallet balance is visible in multiple locations within the Niceazda app and website. Guide customers to find their balance by directing them to tap the account or profile icon, then select Niceazda Wallet or Payment section. The current available balance displays prominently on the wallet home screen. For quick reference during checkout, the wallet balance also appears when selecting payment methods.

Explaining Balance Components

The wallet balance may include different types of funds with varying usage restrictions:

• Cash Balance consists of topped-up funds and refunds that can be used for any purchase or withdrawn
• Promotional Balance includes cashback and promotional credits that typically have expiry dates and cannot be withdrawn
• Pending Balance represents incoming refunds or top-ups that are being processed

Help customers understand which portion of their balance is available for their intended use, especially if they want to make a withdrawal.

Transaction History Review

When customers have questions about specific transactions, guide them to the transaction history section of the wallet. Each transaction entry shows the date and time, transaction type such as top-up, payment, refund, or withdrawal, the amount and running balance, and a reference to associated orders where applicable. Help customers locate specific transactions by date range or transaction type filters if available.

Available Top-Up Methods

Top-Up Limits

Wallet accounts have top-up and balance limits that vary based on account verification status. Unverified accounts have lower limits while fully verified accounts can hold and transact higher amounts. If a customer encounters limit issues, guide them through the verification process to increase their limits or suggest alternative payment methods for large purchases.

Top-Up Transaction Failed

If the top-up payment did not process, apply the same troubleshooting steps as general payment failures. Check if the funding source has sufficient balance, verify card or bank details are correct, ensure the customer completed any required authentication, and confirm no daily or transaction limits were exceeded.

Top-Up Deducted But Balance Not Updated

This is a high-priority issue requiring careful handling. When funds were deducted from the customer's payment method but wallet balance did not increase:

• Ask for proof of payment such as bank statement or payment confirmation
• Check the system for pending or failed top-up transactions
• Verify the transaction reference number provided by the customer
• Check if there is a processing delay due to bank transfer timing

If funds are confirmed deducted but not credited, escalate to the Wallet Operations team with all supporting documentation. Provide the customer with a case reference and 24 to 48 hour resolution timeline.

Top-Up Limits Reached

When customers cannot top up due to limits, explain the specific limit they have reached such as daily, monthly, or balance limit. Guide them to verify their account for higher limits if applicable. Suggest using direct payment for the current purchase instead of wallet, and inform them when the limit will reset if it is a periodic limit.

Withdrawal Eligibility

Before processing withdrawals, verify that the customer's account is verified as required for withdrawals, the balance available for withdrawal consists of cash balance not promotional credits, a verified bank account is linked to their wallet, and any minimum withdrawal amount requirements are met.

Withdrawal Process Steps

Guide customers through initiating a withdrawal by having them access wallet settings and select the withdrawal option, choose or add their bank account, enter the withdrawal amount, confirm the transaction with any required authentication, and note the expected processing time of typically two to five business days.

Withdrawal Troubleshooting

Common withdrawal issues include the bank account not matching the customer's name, incorrect bank account details causing rejection, withdrawals below minimum or above maximum amounts, and promotional balance that cannot be withdrawn. If a withdrawal fails or is rejected, help the customer understand the reason and correct any issues before retrying.

Explaining Promotional Credits

Cashback and promotional credits differ from regular wallet balance. They typically have expiration dates after which unused amounts are forfeited, may be restricted to certain product categories or sellers, cannot be withdrawn to bank accounts, and may have minimum spend requirements for use. Direct customers to check the terms and conditions of specific promotions for detailed restrictions.

Missing Cashback Inquiries

When customers expect cashback that has not appeared, check the promotion terms for eligibility requirements and crediting timeline. Verify the customer's order met all conditions such as minimum spend and eligible products. Confirm the order is completed and not cancelled or returned. Check if the cashback has a pending status awaiting return period expiry. If all conditions are met and cashback is missing, escalate to the Promotions team for investigation.

Security Best Practices

Advise customers on protecting their wallet:

• Enable transaction notifications to monitor activity
• Use strong account passwords and enable two-factor authentication
• Never share OTP codes or login credentials
• Review transaction history regularly for unauthorized activity
• Log out of shared devices after use

Unauthorized Wallet Activity

If a customer reports unauthorized wallet transactions, treat this as high priority. Document the suspicious transactions, temporarily restrict the wallet if possible through escalation, initiate account security review, and guide the customer to change their password and review account security. Escalate immediately to the Security team with all relevant details.