Managing Withdrawals

Withdrawals are when customers want to get money out of their wallet and into their bank account or PayPal. This guide shows you how to handle these requests.

What is a Withdrawal?

A withdrawal is when a customer asks to transfer money from their wallet to their bank account or another payment method.

Example: Tom has $500 in his wallet but wants to move $300 to his bank account. He submits a withdrawal request.

Viewing Withdrawal Requests

1. Go to E-Wallet → Withdrawals
2. You'll see all withdrawal requests

What You'll See

Column	Description
Customer	Who made the request
Amount	How much they want to withdraw
Payout Method	How they want to receive the money
Status	Current status
Date	When they requested it

Withdrawal Statuses Explained

Status	What It Means
Pending	New request waiting for your review
Processing	You approved it, payment is being sent
Completed	Money has been sent to customer
Rejected	You rejected the request
Cancelled	Customer cancelled their request

The Withdrawal Process

Step 1: Customer Submits Request

Customer fills out:

• Amount to withdraw
• Payout method (bank transfer, PayPal, etc.)
• Payment details (bank account, PayPal email)

When submitted, money is held in their wallet (they can't spend it).

Step 2: You Review the Request

Check:

• Is the amount reasonable?
• Are the payment details correct?
• Is this a legitimate request?

Step 3: Approve or Reject

If you approve:

• Status changes to Processing
• You send the money to the customer
• Mark as Completed when done

If you reject:

• Money goes back to customer's wallet
• Customer is notified

How to Approve a Withdrawal

1. Go to E-Wallet → Withdrawals
2. Find the pending withdrawal
3. Click to view details
4. Check the payment information:
   • Bank Transfer: Bank name, account number, holder name
   • PayPal: PayPal email address
5. Click Approve
6. Send the money using your bank or PayPal
7. Once money is sent, click Mark as Completed

Very Important

Approving a withdrawal does NOT automatically send money. You must manually send the money through your bank, PayPal, or payment provider!

How to Reject a Withdrawal

Sometimes you need to reject a withdrawal request.

Reasons to reject:

• Incorrect payment details
• Suspicious activity
• Customer request
• Policy violation

To reject:

1. Go to E-Wallet → Withdrawals
2. Find the withdrawal
3. Click Reject
4. Enter a reason (optional but recommended)
5. Click Confirm

What happens:

• Status changes to Rejected
• Money is automatically returned to customer's wallet
• Customer receives notification

Payout Methods

Customers can choose from these methods (you can enable/disable these in settings):

Bank Transfer

Customer provides:

• Bank name
• Account number
• Account holder name
• Routing number (if needed)

You send: Via your business bank account

PayPal

Customer provides:

• PayPal email address

You send: Via your PayPal account

Other

For custom payout methods your store might offer.

Best Practices

Before Approving

1. Verify the amount - Does the customer have enough balance?
2. Check payment details - Are they complete and correct?
3. Look for red flags - Multiple requests? Unusually large amounts?
4. First-time withdrawals - Consider extra verification

Processing Time

Set clear expectations:

• Tell customers how long approval takes (e.g., 1-3 business days)
• Tell them when they'll receive funds after approval

Large Withdrawals

For large amounts (you decide the threshold):

• Consider calling or emailing the customer to verify
• Ask for ID verification if needed
• Document your verification process

Keep Records

For each withdrawal, document:

• When you approved it
• How you sent the money
• Transaction/reference number
• When the customer should receive it

Common Scenarios

Customer Says "My Bank Details Are Wrong"

If a customer realizes their bank details are wrong:

1. Reject the current withdrawal
2. Money returns to their wallet automatically
3. Ask customer to submit a new request with correct details

Withdrawal Has Been Pending Too Long

Don't leave withdrawals pending for too long:

• Review pending requests daily
• Aim to process within 1-3 business days
• If you can't process, communicate with the customer

Customer Wants to Cancel

If a customer wants to cancel:

• Find the withdrawal request
• Only Pending requests can be cancelled
• Click Cancel or have the customer cancel from their account

Suspicious Activity

If something seems wrong:

• Don't approve immediately
• Contact the customer to verify
• Check their purchase history
• When in doubt, reject and ask for verification

Tips for Smooth Processing

Daily Routine

1. Check for new withdrawal requests
2. Process any pending requests
3. Follow up on incomplete processing

Communication

• Notify customers when you approve/reject
• Provide expected timeframe for receiving funds
• Share tracking/reference numbers when available

Stay Organized

• Process withdrawals in order received
• Keep notes on each transaction
• Have a consistent approval workflow

Next Steps

• View all transactions
• Manage customer wallets
• Back to dashboard