Payment block and refusal reasons
When an order cannot be paid, the platform refuses it before any value changes hands. This page lists every money-related reason, where it fires, what happens to the order, and who can clear it.
Overview#
Each order is paid on one of two rails: the tenant's wallet (cash plus any platform credit line) or a B2B-Direct credit line the merchant has granted; see Wallet and B2B-Direct settlement between a tenant and a merchant. On the wallet rail the money is checked when it is reserved for the order; on the B2B-Direct rail, when the order settles. A payment that cannot be covered is refused — never settled first and fixed later. If the B2B-Direct credit check itself fails for a technical reason, the order is blocked, never let through.
Money blocks differ from refuel policy blocks (stale GPS, allowance used up, full tank): a supervisor can approve past a policy block, but nobody can approve past a money block. A money block clears only when the money is there — a wallet top-up, a credit repayment or a higher limit.
Reasons#
| Reason | Rail | Fires when |
|---|---|---|
| Wallet balance insufficient | Wallet | The wallet's available money — cash plus usable platform credit — is less than the order amount. |
| No active wallet | Wallet | The tenant has no active wallet in the order's currency. |
| Platform credit overdue | Wallet | The platform credit line is past its repayment deadline, so it lends nothing more, even with headroom left. |
| Platform credit exhausted | Wallet | The platform credit line is fully drawn and past its deadline. Users see this as "not enough funds". |
| B2B credit limit exceeded | B2B-Direct | The order is larger than the available credit on the line, or the line is suspended, closed or missing. |
When cash covers the order, an overdue or exhausted credit line does not matter: the block applies only to new credit, never to cash. A blocked credit line also keeps accepting repayments, and payments already in flight still complete.
What happens to the order#
| Order | When the check runs | On refusal |
|---|---|---|
| Refuel order on the wallet | When the money is reserved, as the order is created | The order is set to Blocked with the reason Wallet balance insufficient. |
| Refuel order on B2B-Direct credit | When the order settles | The order is set to Blocked with the reason B2B credit limit exceeded. |
| Purchase order, or work order with a known cost, on the wallet | When the money is reserved: at creation, or when the merchant confirms the quantity | The step is refused with a message naming the reason: not enough funds, no active wallet, credit overdue, or a reservation that expired during the request. How to resolve it is on Resolve an order refused for insufficient funds. |
| Work order, purchase order | When the order is completed | Completion is refused and the order keeps its status, ready to be completed again once the money is there; nothing is charged. |
| Voucher redemption | At the point of sale | Every voucher redemption is paid from the merchant's B2B-Direct credit line, whatever the pair's payment route. It is refused when the tenant has no credit line with the merchant or the limit would be exceeded, and the voucher is left as it was. |
A refuel order blocked for money cannot be escalated to a supervisor; the request is refused. The blocked order is not paid later on its own: it stays blocked until it is cancelled or expires, and the driver places a new order once the money is there. How money is reserved for an order is on Order funds holds and expiry.
Notifications#
| Block | Who is told |
|---|---|
| Wallet balance insufficient (refuel order blocked, or work or purchase order completion refused) | The tenant's owners, admins and supervisors |
| B2B credit limit exceeded | The tenant's owners, admins and supervisors; see B2B-Direct credit accounts |
For a work or purchase order, the notification is sent even though the completion itself was rolled back.
Overrides#
| Block | Supervisor approval | How it clears |
|---|---|---|
| Wallet balance insufficient, no active wallet | None | Top up the wallet, or have the operator activate it, then complete the work or purchase order again, or place a new refuel order. |
| Platform credit overdue or exhausted | None | Repay the platform credit, or the operator extends the deadline or raises the limit; see Platform credit lines. |
| B2B credit limit exceeded | None | The merchant raises the limit or records the tenant's payment, or the operator reactivates the line; then try again as above. |