Welile Merchant Agent Questions

The role

What does a Merchant Agent do? Pays out other Welile users' withdrawals, either from company float or from their own Mobile Money line, and earns 0.5% of each completed payout.

Do I work with tenants? No. That is Field Agent work.

How do I become one? Three steps — your legal name, a verified phone number, and approval by Welile. Merchants are usually brought on by invitation. See become a Merchant Agent.

How long does approval take? Welile has not published a time, so this help centre does not state one.

The two numbers

Why do I need two phone numbers? One receives company payout float; the other receives your own money, including your commission. Keeping them apart keeps company money and your money separate.

Must they be different? Yes. Two different numbers, and you cannot work until both are recorded.

Where does my commission go? Your personal number, never the float number.

Earnings

What do I earn? 0.5% of every completed payout.

When is it credited? When the payout is completed in the app — not when you take the request or when you send the money.

What if I used my own money? You get the amount back plus the 0.5%.

What if I used company float? The amount comes out of your float and you receive the 0.5% only. There is nothing to reimburse.

Does the telecom fee come out of my commission? Your network's transfer charge is yours and is not Welile's. Exactly how it is treated against your float is not documented — watch your own figures and raise any drift with Finance.

Where do I see what I earned? Your commission history on your dashboard, and your statement for what actually landed.

Doing a payout

What proof do I need? The transaction reference, the payment method, the confirmation SMS pasted in full, and a photo of the payout proof.

Why does the SMS matter? Welile checks the transaction ID and the amount in it against the withdrawal request. Paste the real message rather than typing a reference from memory.

How does a cash pickup work? The user brings a payout code. Verify it, check the amount, then hand over the cash and complete the payout. See how a payout works.

Can I send a different amount, or to a different number? No. Only the amount and the number on the request.

I sent the money but cannot complete the payout. Keep the SMS and the proof and contact support with the request, the amount and the time. Do not send again.

The user says they did not receive it. Compare the number on your own confirmation with the number on the request. If they match, the user should check their own Mobile Money statement.

A request vanished before I could take it. Another merchant took it. Normal.

Figures and disputes

My float figure does not match my real balance. Raise it with Finance before taking more payouts. You can say which figure is wrong, what it should be, and what happened — with your transaction IDs.

Should I keep working while it is being checked? Not on a figure you do not trust. Working on top of a wrong number turns a small difference into a long reconciliation.

Still need help?

Contact Welile Support on WhatsApp, call +256 748 747134, or email info@welile.com.