Customer paid but no MoMo SMS arrived
A missing SMS does not always mean a missing payment. Use this checklist to protect the customer from a second charge while your shop confirms what happened.
Pause the handover and stay neutral
Tell the customer that the receiving message has not appeared yet and that you are checking it. Avoid saying the customer did not pay until you have reviewed the destination and the operator account. Keep the goods and the customer evidence together with the sale reference. A calm process protects both sides and reduces pressure on the cashier.
Confirm the payment destination
Read back the phone number, merchant code or wallet the customer used. Compare it with the destination displayed at your counter. If your shop has more than one SIM, branch or receiving wallet, identify which phone should receive the message. A payment to a valid but different shop number will not appear on the phone you are checking.
- Correct receiving number or merchant code
- Correct operator and wallet
- Correct amount
- Customer transaction reference
- Approximate payment time
Check the receiving phone
Confirm that the phone is powered, has network service and contains the correct SIM. Look in the operator message inbox as well as the WeConfirm activity record. Battery controls, notification permissions or a recent phone restart can affect the announcement, while the original operator message may still be present. If the SMS exists but the app did not record it, keep the message and contact support with the phone model and time.
Review the operator account before repayment
If the message is absent, use the operator’s normal account channel or statement to check whether the balance and transaction history changed. A delayed message, brief network problem or inbox issue can separate the payment from its alert. Never request the customer’s PIN. Do not ask the customer to pay again solely because the first alert is late. Agree how a confirmed duplicate payment would be handled before taking another payment.
Record the unresolved sale
Write down the expected amount, customer reference, receiving wallet, time and staff member. Mark the sale as waiting for review instead of paid or failed. Check it again during reconciliation and close the record once the payment is confirmed, reversed or shown to have gone elsewhere. Repeated delays on one phone are a setup problem worth investigating before the next busy period.