Wallet & Billing

Your merchant wallet is used to pay for prepaid return label activity. Keep the wallet funded so approved returns can move to the label step without interruption.

Wallet balance

The wallet balance shows the funds available for return label activity. If the balance is too low, label creation may fail or pause until more funds are added.

Check balance before planned high-volume periods such as holidays, promotions, or policy changes that may increase return volume.

Add funds

Use the wallet or billing area in the merchant dashboard to add funds when available for your account. After adding funds, confirm that the updated balance is visible before retrying failed label creation.

If funds were added but the balance does not update after normal processing time, contact support with the payment reference or wallet activity details visible in your dashboard.

Label deductions

When a prepaid return label is created, the expected label cost is deducted from your wallet and recorded in billing activity. The deduction helps your team connect label creation with wallet movement.

Billing activity may include:

• Label deductions.
• Failed label attempts caused by low balance.
• Voids.
• Visible adjustments.
• Manual support corrections when applicable.

Voids and adjustments

If a label is voided before it is used, the wallet impact should appear after void processing is complete. Timing can depend on carrier and billing processing.

Do not assume a label void is complete until the status and wallet activity are visible in the dashboard.

Reconcile wallet activity

Use a simple review rhythm:

1. Check current wallet balance.
2. Review recent label deductions.
3. Compare high-value or unusual entries with return references.
4. Confirm voids and adjustments after they finish processing.
5. Contact support for entries your team cannot explain.

For finance or operations review, export or record the visible wallet activity according to your internal process.

Low balance handling

If label creation fails because of low balance:

1. Add funds to the wallet.
2. Confirm the updated balance is visible.
3. Return to the affected return request.
4. Retry label creation.
5. Check that the label and tracking information are created correctly.

Support information to include

For billing questions, send support:

• Wallet entry date and amount.
• Return reference tied to the label when available.
• Label status.
• Shopify order reference when available.
• Screenshot or short description of the wallet activity in question.