How shops can reduce MoMo fraud in Rwanda

Build the check around your receiving phone

The strongest everyday evidence available to a shop is the payment record on the account that should receive the money. A customer screenshot, spoken confirmation or outgoing message can support a conversation, but it should not replace the receiving side record. Display the correct shop destination clearly and keep the receiving phone available to the person responsible for confirmation.

WeConfirm reads supported payment messages on that Android phone and makes the latest recorded amount easier to see and hear. It does not hold funds, ask for a wallet PIN or replace the operator account.

Teach cashiers the common warning signs

• A screenshot hides the receiving number or transaction reference
• The amount is correct but the receipt time is old
• The same reference appears with another sale
• The customer paid a different wallet or branch
• The customer pressures staff to ignore the receiving record

A warning sign is a reason to review, not proof of dishonesty. Staff should use the same polite words and the same check for every customer. Escalate unclear cases to one named supervisor so a busy cashier does not improvise under pressure.

Use a clear decision for each result

When reference, amount, wallet and sale agree with a received receipt, complete the handover. When the SMS is delayed, hold the sale and check the operator account before considering another payment. When a reference was already linked to an online order, review the earlier order. When the destination is wrong, help the customer use the operator’s official support process rather than trying to correct the transaction inside WeConfirm.

Reconcile the day instead of relying on memory

At closing time, compare recorded Mobile Money receipts with completed sales and the operator balance or statement. Keep a short list of differences with the reference, expected amount, staff member and outcome. Daily review catches duplicated references, missed announcements and sales entered under the wrong method while the people involved still remember the transaction.

The WeConfirm phone ledger is a working record of messages received by that device. It is not a bank statement and may be incomplete when an SMS does not reach the phone.

Protect accounts and report suspicious activity

Never share a wallet PIN, one time code or account password with a customer, staff member who does not need it, or a caller claiming they will fix a payment. Rwanda Utilities Regulatory Authority warns users about deceptive calls and messages and recommends reporting suspicious activity. MTN Rwanda publishes a MoMo fraud reporting form and the toll free service number 100. For a financial service complaint, the National Bank of Rwanda consumer protection page explains escalation routes.