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Understanding Rooby Balances

Roobies are credits added to a customer’s account and automatically used before other payments.

Louise Dollimore avatar
Written by Louise Dollimore
Updated over a month ago


What are Roobies?

Roobies are credits issued by the platform as a token of store value. These are added to a customer's Rooby balance and may be provided in cases such as:

  • Gift vouchers

  • Promotional codes

  • Manual assistance

Roobies are not cash, but they represent an equivalent value:

🪙 1 Rooby = 1 unit of the customer’s local currency (e.g., £1, $1, etc.)


Where to view a customer's Rooby balance

You can see a customer’s Rooby balance in two places:

1. Customer Overview

In the customer overview, under Account Balance, the Rooby balance is listed with the cash balance.

Customer overview page showing the Account Balance section with Rooby and cash balances.

2. Transaction History

You can view a customer's current Rooby balance in their Transaction History.

In the transactions table, the Rooby Balance is shown before the Cash Balance, under each entry.

"Promo/Voucher Credit" transaction showing Rooby Balance


How do Roobies work?

Roobies are automatically used first when a customer’s account is charged for an order. Customers cannot choose when to use them—they are applied by default whenever a Rooby balance is available.

  • If the Rooby balance covers the full cost, no payment is taken from the customer’s card.

  • If only part of the order is covered, the remaining amount is charged to their regular payment method.


Important notes

  • Roobies cannot be withdrawn or claimed as cash.

  • They are non-transferable and can only be used for future orders on the platform.

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