Resolve an order refused for insufficient funds

How-to guide Who can do this: Tenant Owner, Tenant Admin

A purchase order, or a work order with a known cost, reserves its amount in the tenant's wallet. When the wallet and credit line cannot cover it, the step is refused and nothing changes. Find the reason in the message, clear it on the tenant's side, and repeat the step.

Before you start#

• Where you meet the refusal. Creating or editing an order on the web; creating an order in the Driver App, or submitting a saved draft; confirming an order; re-confirming an expired order; or — for the merchant — accepting the order or confirming its quantity. Supervisor approval can be refused only for a purchase order.
• Whose problem it is. The refusal is always about the paying tenant's wallet, never the merchant's, and never the driver's form. A merchant can only wait for the tenant to fix it.
• Who can fix it. Tenant Owners and Admins can open the wallet and repeat the step. Tenant Accountants can open the wallet but cannot retry orders. Tenant Supervisors, and merchant Owners, Admins and Supervisors, cannot see the tenant's wallet; they can only repeat their own refused step (step 4) once it is fixed.
• What counts as spendable. Cash not already held plus usable credit. The rules are on Order funds holds and expiry.

Steps#

1. Read the message and match it to a reason in the table under If something goes wrong. Most messages fall under four reasons: not enough funds, credit line overdue, no active wallet, and a hold that changed during the request. On the web, a credit line that is fully used and overdue counts as overdue, and a re-confirm refused because the order's wallet is no longer active goes to the platform operator.
2. Check what the tenant can spend. Go to Finance → Wallets, open the wallet in the order's currency, and read Total Available. It already leaves out credit from a blocked line, so it is the same figure the order check uses. For a new order, the shortfall is the order amount minus Total Available. When the order already has a reservation (a web edit, or a merchant entering a new quantity), that reservation is released first, so the shortfall is only the increase minus Total Available. For the credit line itself, open Finance → Credit Summary.
3. Clear the reason:
   • Not enough funds — top up the wallet by at least the shortfall (see Wallets and balances), or make the order smaller.
   • Credit line overdue — repay the credit line (Check and repay your platform credit). An overdue line lends nothing more, but your own cash stays spendable, so topping up enough cash to cover the whole amount also works.
   • No active wallet — ask the platform operator to set up the tenant's wallet in that currency.
   • Hold changed — nothing to fix; go straight to step 4.
4. Repeat the step that was refused:
   • Web create or edit — the form comes back with what you entered; click Save as Draft or Save Changes (purchase order) or Save (work order) again.
   • Driver App create or submit — the form keeps everything filled in, or the order stays a draft; submit again.
   • Confirm, approve or re-confirm — open the order and confirm it again, click Approve again, or click Re-confirm again. Re-confirming step by step: Re-confirm an expired order.
   • Merchant — once the tenant has fixed the wallet, the merchant accepts the order or confirms its quantity again.

What happens next#

A refused step saves nothing. The order is left exactly where it was:

When the step succeeds on the retry, the amount is reserved and the order moves on as usual — see Purchase and work order statuses.

Rules and limits#

• The amount is reserved from cash first and credit only for the rest.
• A work order with no cost reserves nothing, so it cannot be refused at creation.
• The apps never show amounts or the shortfall, only the reason.
• The Driver App has no top-up screen. Its messages tell drivers to contact their supervisor, or their operator when there is no active wallet; the wallet itself is funded by a Tenant Owner or Admin.
• Only a changed hold is worth retrying straight away. In the Merchant App no wallet refusal offers a retry button.

If something goes wrong#

On the web (tenant pages, and a merchant accepting on the web):

In the Driver App (creating a purchase order, or a work order with a cost):

In the Merchant App (confirming a refuel, purchase or work order):

Related#

• Order funds holds and expiry
• Create a purchase order
• Confirm or cancel a purchase order
• Re-confirm an expired order
• Payment block and refusal reasons
• Check and repay your platform credit