Errors happen, and being able to catch them and correct them quickly is important for the happiness of your customers and the quality of your service. In this article, we cover some of the typical errors linked to mobile money payment than can happen, and introduce a high-level procedure that can be used to correct them.
The typical errors
The mobile money payment errors can typically be of three types:
- Errors linked to the customers themselves, typically when they enter an incorrect customer ID or bill number during the payment process. In that case, we cannot immediately identify who the customer might be and reconcile the transaction, and we need to switch to a manual process.
- Errors linked to payments wrongly received, for instance when somebody who is not a customer uses your Biller ID by mistake, and you then receive funds that were not aimed to you.
- And errors linked to payments not received, for instance when one of your customers sends money to an incorrect Biller ID instead of yours.
So, what are the procedures to address those different types of issues?
Addressing input errors
Regarding the first category of errors, when we think that incorrect transaction information has been entered, the procedure is typically to try to infer the customer information from the data received.
For instance, a common mistake is for the customer to enter an incorrect ID or bill number (for example “10023” instead of “100023”). In such a case, it can be possible to understand what the data should have been: the phone number is the one of the customer, but the bill number incorrect for instance.
In such a case, after checking with the customer, the transaction can be manually added, and the financial management informed about the change. However, if the information cannot be rebuilt, the issue has to be escalated to the mobile money supplier to investigate further.
Payments received by mistake
Regarding payments that arrive on your mobile money account but you were not expecting, the procedure is to escalate this to the mobile money supplier. They will investigate and possibly reimburse the wrong payment. In that case, this also needs to be updated in your accounting software.
Payments not received
Finally, when a payment is missing, the issue can only be detected when a customer contacts us. Typically, a customer would make a phone call to your service center, wondering why his payment has not been taken into account.
In such a case, the procedure is to collect the information from the customer, such as his payment SMS receipt, and escalate this to the mobile money supplier for further investigation and possible correction.
In terms of financial liability such an issue is not your responsibility. However, in terms of customer service, it can be excellent to support the customers when such problems arise!
The figure below summarizes those high level procedures. They can then be detailed based on the company’s existing procedures, and the use cases met during the operations. It is usually difficult to be able to imagine from the beginning all the cases that might go wrong, and staying agile to react to new issues remains key!