Unified Wallet - FAQs

1. What is the Unified Wallet?

The Unified Wallet combines all your existing wallets (B2C, B2B, and Cross-Border) into a single balance on Delhivery One. It gives you one consolidated balance that can be used across services.

2. Why is Delhivery introducing the Unified Wallet?

To simplify your payment experience:

• One recharge covers all services.
• Easier tracking of balances and transactions.
• Seamless reconciliation with service-level visibility.

3. Do I need to take any action for this migration?

No. The migration is automatic. Your balances will be consolidated without requiring any action from you.

4. Will my existing balance be carried forward?

Yes. All balances (positive or negative) from your B2C, B2B, and Cross-Border wallets will be added up and reflected in your Unified Wallet.

5. Can you give an example of how balances are consolidated?

Yes.

• B2C Wallet = +1000 INR
• B2B Wallet = –500 INR
• Cross-Border Wallet = +200 INR
• Unified Wallet Balance = 700 INR (1000 – 500 + 200)

6. Will I still see service-level details?

Yes. Even though you have one wallet, you’ll still have full visibility of transactions by service (B2C, B2B, Cross-Border) in your dashboard.

7. How many days of transaction history will I be able to see?

You’ll continue to see the last 90 days of transactions on Delhivery One. For older records (up to 2 years), you can raise a request through your account manager or support team.

8. What happens if I have multiple linked accounts?

Your Unified Wallet can be managed from any of your linked accounts. All linked accounts will reflect the same consolidated balance.

9. Will there be any changes to my agreements with Delhivery?

No. Your rights and obligations under existing agreements remain unchanged.

10. Who do I contact if I face an issue or have a question?

You can reach out to your account manager, our support or write to onewallet.migration.dep@delhivery.com for assistance.

11. What is Finlock and what should I do if it happens?

Finlock occurs when your wallet balance goes beyond the permitted negative limit. In such cases, certain transactions may be temporarily blocked until the balance is corrected. After migration, this can sometimes happen if:

• A negative balance from one of your earlier wallets (B2C, B2B, or Cross-Border) has been consolidated into the Unified Wallet.
• A new transaction pushes your Unified Wallet beyond the permitted negative threshold.

What should I do if my account is in Finlock?

1. Review your recent transactions (including balances migrated from older wallets - these may be negative as well) to understand why your net balance has gone into Finlock.
2. Recharge your Unified Wallet to bring the balance back within the allowed limit.
3. If you still have doubts, reach out to your account manager, support team, or write to onewallet.migration.dep@delhivery.com for assistance.