Wallet & payment support
A payment question deserves a confirmed answer.
Help customers trace a transfer, report a disputed transaction or freeze a card. Ruhu follows your verification and approval procedures and reads the status from your systems.
Start with the Fintech Wallet Support template.
Wallet support
Customer
My transfer has not arrived. Can you check it?
Ruhu
After verification, I can check the transaction record and explain its current status. I won’t estimate an arrival time that your payment system has not confirmed.
Transaction lookup requested
Move the payment question forward.
Examples follow the shipped wallet-support workflow. Your team supplies the identity, payment and card connections.
Transfer status
Read the transaction status and explain the available next step.
Wallet support
Customer
My transfer has not arrived. Can you check it?
Ruhu
After verification, I can check the transaction record and explain its current status. I won’t estimate an arrival time that your payment system has not confirmed.
Transaction lookup requested
Behind the answer
- 01
Identity verified
Complete the configured identity check.
- 02
Transaction read
Retrieve the transfer status from the payment system.
- 03
Next step explained
Explain confirmed status or route an unresolved issue for investigation.
Works with your systems
The answer comes from the source.
Your systems stay in charge of the facts. Connect the APIs this workflow needs and choose the actions the agent can take.
- 01
Identity
Run your approved account verification checks.
- 02
Payments
Read transaction status and create tracked disputes.
- 03
KYC
Retrieve document requirements and submit approved updates.
- 04
Cards
Read eligible card controls and submit confirmed requests.
These are system categories, not a list of ready-made integrations. Availability depends on the APIs and tools configured for your deployment.
Your policy sets the boundary
Automation with clear limits.
- 01
Verify access
Keep account data behind the required identity checks.
- 02
Respect approval limits
Route restricted actions and disputes through your review process.
- 03
Separate security reports
The wallet template routes fraud, AML and sanctions contacts to compliance before account tools.
A practical starting point
Start with the workflow. Make it yours.
Adapt the procedure to your policies, connect its required tools, and test it before release.
Start with the Fintech Wallet Support template.
Shipped starting templateFintech Wallet SupportView workflow
A wallet support agent for fintechs and mobile-money providers. Classifies the request, verifies the customer with a one-time code, then resolves: transfer status ('where is my money?') including KYC and compliance holds; debited-but-not-credited transactions with a tracked reversal dispute; KYC document re-upload that releases held transfers; and card freezes with an explicit confirmation gate. Fraud, AML and sanctions contacts hand off to compliance before authentication and never reach a tool.
A template provides the procedure. Your team configures the connections and reviews what the agent may do.
Define success together
Measure the work that matters.
Agree on a baseline and a focused pilot. Review outcomes alongside exceptions and customer feedback.
- 01
Status clarity
Did the customer receive a status supported by the transaction record?
- 02
Dispute completeness
Did the case include the information the review team needs?
- 03
Confirmation handling
Were card actions confirmed and their results recorded?
Suggested pilot measures, not published customer results.
Before you start
Questions teams ask.
Does a dispute mean the money has been reversed?
No. A case being opened, a reversal being approved and a reversal completing are different states. The workflow should use the status returned by your payment system.
Does this template cover all banking products?
The shipped template focuses on wallets, transfers, KYC document paths and card freezes. Other products need separate procedures and system connections.
What happens with a fraud report?
The wallet template routes fraud, AML and sanctions contacts to compliance rather than continuing through routine account tools.
Start with one workflow
Start with a payment question your team handles every day.
Bring the procedure, verification requirements and systems it touches. We’ll map a focused first workflow.