Before You Start: Your agency must finish Airwallex onboarding and be approved. See A guide to onboarding with Airwallex.
Giving Agents Access (Agency Owners and Admins)
Go to Back Office > Team & billing.
Click a team member to open their profile.
Under Trip permissions, turn on “Collect service fees into your agency’s wallet.” Only agents with this toggle on can send service fees through the agency. Agents without it can keep collecting fees through their own Stripe account.
Only agents with this toggle on can send service fees through the agency. Agents without it can keep collecting fees through their own Stripe account.Click Save.
Sending a Service Fee (Agents)
Open a trip and check that it has a traveler with an email address.
If the traveler has no email address, add one under Manage Travelers.Click “Collect a service fee” in the Get started section of the trip’s Overview.
Fill in the fee details:
Traveler: the person who will pay the fee
Due date
Line items: a description your client will recognize, and the amount
Memo (optional)
Click Preview. The fee shows your agency’s logo and address, and the line “Issued by [agent] on behalf of [agency].”
Choose how to issue the fee:
Issue creates the fee on the trip without emailing the client.
Issue and send creates the fee and opens the Tern email composer.
If you chose Issue and send, write your email and click Send.
The invoice PDF is attached automatically. You can use Apply Template to add saved email text, or Insert Form to add a form, such as a service fee waiver.If your email is connected to Tern, the email comes from your own email address.
If your email is not connected, the email comes from [email protected].
You’ll know it worked when the service fee appears as a booking in the trip’s Bookings tab, with your agency listed as the supplier. The service fee will also appear as a line item when you Preview the trip, and when you Generate an Invoice.
Tracking Payments (Agents)
Once the client pays, it can take a few minutes for the payment to show up in Tern.
Go to the trip’s Bookings tab. The service fee shows a Paid payment status.
Click the service fee to see its Payment history, including the date, payment method, and reference number.
Managing Service Fees and the Wallet (Agency Owners and Admins)
View all service fees
Go to Back Office > Service fees to see every service fee your agents have collected. Each row shows the date paid, client, agent, agency, invoice number, and amount. Click any fee to see its payment status and history.
Open the service fee wallet
On the Service fees page, click Actions > View service fee wallet. The Airwallex wallet page shows:
Your Available balance. Click Refresh to sync the latest balance.
A log of all invoice payments and refunds, each with a status of Pending or Cleared.
Withdraw funds and Manage withdrawal accounts.
When Funds Are Available
Settlement: Client payments settle into your Airwallex wallet overnight. Settlement can take up to 2 days. A payment shows Pending until it settles, then Cleared.
Withdrawals: Once a payment clears, you can withdraw it to your bank account with Withdraw funds.
Refunding a Service Fee (Agency Owners and Admins)
Open the service fee wallet from Back Office > Service fees > Actions > View service fee wallet.
Open the payment you want to refund and choose to refund it.
Enter the refund amount. It defaults to the full payment amount. You can lower it for a partial refund.
Select a reason.
Click Continue and confirm.
Note: A refund comes out of your wallet’s available balance and includes a transaction fee. You cannot refund more than your available balance. If your balance is too low, Tern shows a message with the amount needed and the amount available.
Refunds go back to the client’s original card. They can take 5-10 business days to appear on the client’s card statement.
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