FOOD WORLD (FW) & Issue No.
:1
TRADE CENTRE (TC)
ALL BRANCHES Prepared by: Titus Matoro
Reviewed by:
ECOCASH STANDARD Date: 30-07-2024
OPERATIONS PROCEDURES
Approved by:
2024
Issue date:
SOP NO.: SOP24.001
Standard Operating Procedure (SOP) for EcoCash transaction
1. PURPOSE
1.1 To define the procedure for Contacting EcoCash to ensure accurate,
efficient, and secure transactions.
2. Scope
2.1 This SOP applies to all employees involved in the procceses and
management of EcoCash Agent transactions.
3. Responsibilities
3.1 Till operator: Responsible for processing EcoCash transactions.
3.1.1 Finance Department: Manages financial funding, processes and
reconciliations.
3.1.2 IT Department: Ensures the functionality and security of EcoCash system.
4. Procedure
4.1 Training:
4.1.1 Ensure all sales staff are trained on the EcoCash system and procedures.
4.1.2 Regularly update training materials as procedures or systems change.
5. System Check:
5.1 Verify that EcoCash transactions operational at the start of each shift.
Access EcoCash using Mobile phones.
5.1.1 Ensure sufficient account balance of EcoCash is available.
Customer Verification:
Customer Information: Request the customer's phone number and personal identification e.g.
original copy of national Ids, Passport or Driver`s licence
Verification: Verify the customer's details on the original copy and confim account number
(phone number)
Transaction Details:
Enter phone Number: Input the customer's phone number on the Agent platform
Cash out:provide short channel code to the customer for proccesing the transaction and alway
wait for transction SMS to apper on your phone.
Cash in: Choose Cash in for registered customer is registered and unregistered if not
registered.(to be done by Agent).
Confirm Details: 1.Confirm the customer's phone number always to avoide errors
2.Confirm transction proccessing proccedures using SMS send to your own
Phone to avoide manipulated acts
3. Alway Check if the Ids presented to you belongs to the present person
You are saving
Transction Processing
Cash in:
1.Customer should present original copy of National ID, Passport or Driver
Lisence to Eco cash agent
2.Cash in can be done in two options and this proccess is done by
EcoCash agent only
Option 1:Cash in into Customer account (present customer eco cash
number)
Option 7:Cash in into receiver account dirrect (the present customer`s
receiver number)
So these are two options that cash in can be done .
NB cash in is free but charges will be Marked the moment any transction is
to be done like sending to a second person
Cash out :
1.Customer to confirm if the Agent has Cash first and then present
required documents before any transction.
2.Cash out is to be done by the customer as he/she approches an Agent
entering EcoCash short code for cash out with Channel code .
Transaction booking :Alway log down in the EcoCash log book all customer
details and transction details for future reference
Transaction Confirmation: Ensure you receive transaction SMS and procced to cash out or
cash in.
Confirm transaction aproval code is included on the confirmation SMS.
SMS Delivery
Cash in: The money is sent directly to the merchant`s phone number via SMS.
Cash out :The money is to be sent direct ino the Agent phone by the merchant
Confirmation: Confirm with the merchant that they have received the money into there
account (SMS) and also Confirm you receive the money from merchant and carefully check
aproval code.
EcoCash key Procedures to be followed
1.All transaction details recorded in books, signature, id full names
2. No 3rd party transactions, no ID no transaction, customer change issues
are addressed through cash in.
3. 5% out of system apply to Voucher Cash In only, i.e. voucher amount keyed in
less than collected cash. Cash in (free) & Cash deposit to other system collects.
4. End of day balancing, transactor notes cash and efloat amounts signs
and supervisor countersigns.
6. End of day balancing
6.1 Transact or notes cash and efloat amounts signs and Manager
Countersigns
6.2 Branch Manager and Cash Officer check all transaction details
recorded in books, signature, id full name
6.2.1 Manager to do web portal navigation, start the day confirm balance, end day
return balance to branch
6.2.2 Any discrepancies identified must investigated and resolved immediately.
6.3 Reporting:
6.3.1 Cash Officer generates daily sales reports from the EcoCash web portal.
6.3.2 Cash Officer will perform a recon between booked transaction against open
and close balances on phone readings.
6.3.3 Cash officer submits weekly reports to the Finance department for
reconciliation.
6.3.4 POS team to do weekly and monthly reconciliations. Any anomalies picked
must be investigated and resolved immediately.
6.3.5 POS Supervisor and Accountant to review monthly recons.
6.3.6 POS Supervisor to extract total Sales for the month and calculate
commission received using agreed rate from time to time for reporting
purposes.
6.3.7 Commission received to be matched to statement from service provider
weekly/monthly.
6.3.8 Accountant to record commission received on the monthly MA.
6.4 Fraud Prevention:
6.4.1 Till Supervisor and Branch Manager monitor transactions for suspicious
activity.
6.4.2 Report any fraudulent activities to the appropriate authorities.
6.4.3 EcoCash shorts and overs to be taken seriously and reported to
6.5 Record Keeping
6.5.1 Cash Officer must maintain accurate records of all EcoCash transactions.
6.5.2 Cash officer to keep transaction books and reports securely for the required
retention period.
