Wallet and Recharge

Wallet recharge queries, recharge errors, auto wallet transfer, convenience fee, and balance transfer to bank

Product Info

Wallet Basics

Minimum recharge amount: ₹500
Maximum recharge amount (per transaction): ₹50,00,000
Payment options accepted: Credit/Debit card, Net Banking, UPI, 3rd party wallets, Smart Collect.
Coupon value in wallet is not transferred to bank — only wallet amount is transferred.

Convenience Fee on Credit Card Payments (Razorpay)

Applicable only on Razorpay credit card transactions.
Not applicable on UPI, Net Banking, Debit Cards, Wallets, or Smart Collect.
Fee: 2% + GST.
Shown at Razorpay checkout after selecting payment method.
Reflected in Seller Panel > Passbook.
Monthly VAS invoice generated for the fee.

Key dates:

Fee charging started: 7th July 2025.
Passbook entries automated: 14th August 2025.
RuPay credit card via UPI check live: 28th August 2025.

Example: If a seller recharges ₹1,00,000 via credit card, wallet is credited ₹97,640. A VAS entry of ₹2,360 is raised in real-time.

Razorpay Transaction Status Actions

Status	Meaning / Action
Authorised	Recharge has been done
Captured (over 1 hr)	Raise ticket to Tech Support to manually update payment
Captured (under 1 hr)	Ask seller to wait for cron cycle to complete
Failed	Inform seller: refund in 5–7 business days to source account
Created / Pending	Ask seller to wait 1 hour

SOP — Wallet Recharge

Scenario 1 — Seller wants to know how to recharge

Guide seller to: Seller Panel > Recharge Wallet

Create an FCR ticket.

Scenario 2 — Seller is unable to recharge

Request a screenshot within 48 hours of ticket creation.
Assign to Customer Support Tech Desk. TAT: 24 hours.

SOP — Recharge Error / Issue

Ask the seller to recharge from their SR panel by going to "SR Wallet". In case of an error ask for the screenshot and assign to the "Customer Support tech desk channel".

SOP — Wallet Balance Transfer to Bank

Process Path

Sellers should navigate to: Seller Panel → Help & Support → Create Ticket → Finance → Transfer Wallet Amount into My Bank Account.

Advisor Instructions

Guide the seller and create an FCR ticket.

Mandatory Checks (ICRM/ICRM Plugin)

Before proceeding, ensure the following criteria are met:

No open shipments
Account status is Active
Bank and KYC details are updated
COD is unblocked
Wallet balance is positive
Reason for transfer is captured

Note: If the seller is eligible but cannot raise the transfer request from their panel, please transfer the live call to the "FOPS Desk Intra Transfer IH CC" Queue.

Issue category: Wallet_Balance Sub issue category: Account to Account Wallet Transfer

Why was the minimum recharge changed from ₹200 to ₹500?

We have observed that most sellers do a minimum of 10–15 shipments a month and must recharge repeatedly. To avoid the hassle of recurring recharges, we have changed the recharge value from ₹200 to ₹500. Your amount is safe in our highly secured wallet, just like any other transactional wallet. You can use this amount for future shipments.

How to Do on Seller Panel

Recharge Wallet

Go to Seller Panel > Recharge Wallet from the left menu.
Enter recharge amount (minimum ₹500).
Select payment method.
Complete payment.

For credit card payments via Razorpay, a convenience fee of 2% + GST applies.

Initiate Wallet Transfer to Bank

Go to Help and Support > Create Ticket > Finance > Transfer Wallet Amount into My Bank Account.
The system auto-checks eligibility and calculates the eligible transfer amount.
A ticket is auto-created if validation fails.

Mobile App — How to Do

Recharge Wallet (Mobile)

Go to the Finance / Billing section from the three-dots menu.
Tap Recharge Wallet.
Enter amount (minimum ₹500) and select payment method.
Complete payment.

Check Wallet Balance (Mobile)

The wallet balance is visible on the Home screen of the Shiprocket app and in the Finance section.

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