Use this guide to understand the steps, safeguards, and responsibilities that apply to this service.
Wallet purpose
- The wallet shows customer funds, vendor earnings, locked funds, pending balances, payment history, and payout-related events.
- Wallet balances are treated according to their source. Available funds, locked home finance funds, escrow-held amounts, vendor pending balances, and project-specific funds are not the same thing.
Available and locked balances
- Available wallet balance may be used for eligible platform purchases or withdrawal where payout is allowed.
- Locked home finance funds cannot be withdrawn by the customer. They are restricted to Build With Me construction-related purchases and project payments.
- Escrow-held vendor amounts remain unavailable to the vendor until the required release conditions are met.
Vendor payouts
- For non-escrow digital sales, the vendor wallet may be credited immediately after successful purchase according to the active commission model.
- For escrow-backed sales, the vendor balance becomes payable only after escrow release.
- For Home Essentials vendor sales, pending balance is used until the order is fulfilled and confirmed under the applicable rules.
Bank and mobile money payout direction
- Customer collections settle through the configured payment channel, while the platform ledger records the user, vendor, escrow, restricted, and platform portions of each transaction.
- A withdrawal is allowed only after KYC, available-balance, payout-account ownership, beneficiary-name, and transaction-limit checks pass. Approved payouts are sent through the configured bank or mobile money payout channel.
Customer action points
- Check whether your balance is available, locked, pending, or reserved before expecting withdrawal.
- Report any wallet amount that appears 100 times larger or smaller than expected immediately through support.
Need help? Submit a support request with the relevant order, document, wallet reference, or service record so the team can review your case.