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How a Welile Merchant Agent Pays Out a Withdrawal

A user asks to withdraw. The request reaches a merchant. You pay them, prove it, and the payout is completed.

Before you take a request​

  • Your two numbers are recorded. See your float and your numbers.
  • You know whether you are paying from your float or from your own money — it changes what you get back.
  • You have the balance to complete what you take on.

Paying by Mobile Money​

  1. Take the request and check the amount and the destination number.
  2. Send the money to the number on the request. Nothing else.
  3. Keep your telecom confirmation SMS — you will need the text of it, not just the reference.
  4. Complete the payout in the app, entering:
    • the transaction reference;
    • the payment method;
    • the confirmation SMS, pasted in full;
    • a photo of the payout proof.
  5. Check what you were credited — your commission, and your reimbursement if you used your own money.
The SMS you paste is checked, not just stored

Welile re-reads the confirmation message and checks the transaction ID and the amount against the withdrawal request.

So paste the real message rather than typing out a reference from memory. A mismatch is the thing most likely to hold up a payout.

Paying cash on a pickup​

Where a user collects cash, they bring a payout code.

  1. Ask for the code and verify it in the app.
  2. Check the amount shown against the code.
  3. Hand over the cash — after verifying, not before.
  4. Complete the payout, which records it against that code.

The user's withdrawable balance is debited when you complete it, and your commission follows.

Getting it right​

Send only to the number on the request, and only the amount on the request. Money sent to the wrong number is not recoverable by you, by the user, or by Welile.

Verify before you hand over cash. A code you have not checked is not a code.

Complete the payout the same day. Do not let proof pile up — an unconfirmed payout is money you have sent and not yet accounted for.

If something goes wrong​

I sent the money but cannot complete the payout. Keep the confirmation 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. Check the number on your own confirmation against the number on the request. If they match, ask the user to check their own Mobile Money statement first.

A request disappeared before I took it. Another merchant took it. That is normal.

My float and my real balance disagree. Raise it with Finance before taking more payouts — see your float and your numbers.

Still need help?​

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

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