Services Menu

 
 

 

Vodafone M-PESA Agent Services Menu

Agent's Customer Services menu


The 'Customer Services' menu allows the M-PESA Store Assistant to help the customer do 3 things:

  • Deposit cash
  • Give Cash
  • Register New Customers

 
REMEMBER THE FOLLOWINGS EVERY TIME A TRANSACTION TAKES PLACE


Customers must provide their original photo identification used at registration for all transactions performed at a store. This is to ensure that the customer you are dealing with is in-fact the owner of the account.

Customers must sign the Agent log book when completing any cash transaction such as a cash deposit or a cash withdrawal. This is for record keeping purposes and proves that the customer authorized the transaction and agreed to the transaction amount.
 
Deposit Cash:

This menu allows the Store Assistant to assist customers to put electronic money (e-Money) into their M-PESA accounts (convert cash into e-Money) by:

  • Select M-PESA agent menu and scroll to 'Customer Services'.
  • Select 'Deposit Cash' option.
  • Obtain, confirm and enter the customer's mobile phone number
  • Receive the Customer's cash
  • Enter the amount the customer has given you
  • Enter Assistant ID (Asst ID on the handset). Your Assistant ID is normally the initials of the Assistant that is used to uniquely identify you on the M-PESA system within your agent store. You will need to enter this ID every time you are interacting with the M-PESA system via the shop till.
  • Enter PIN
  • The M-PESA system will display the following message: "Deposit cash {phone no XXXXX} TSH XXXX".Ensure that the details that are displayed are correct before continuing.If the details are correct, press 'ok'. If details are incorrect, press cancel & start again.
  • Wait for an SMS that must be received by both you and the customer which will confirm that the transaction has taken place.
  • Check that the customer's SMS has the same receipt number as yours.
  • Fill in the Agent Store Logbook with required detail.
  • Ensure that customer has signed the Logbook.

 
Cash Withdrawal (registered M-PESA customers only)


The customer will go to a registered M-PESA Agent Store (where they will exchange M-PESA e-Money in return for cash from the Agent's cash Till).
 
Before executing the transaction, the customer will confirm with the Store Assistant, the amount they wish to withdraw. You, the Store Assistant will ensure that there is enough cash to perform the transaction before advicing the customer to proceed with the withdrawal. If there is not enough cash, the Store Assistant will advice the customer to return at a later date or to try another store.
 
Because the customer is sending the agent M-PESA e-money:

  • The customer will dial *150*00# and select 'Withdraw Cash' from the M-PESA menu
  • The customer will obtain, confirm and enter your M-PESA Agent Till Number - the 5 digits number.
  • The customer will enter the amount they required
  • The customer will enter PIN - the customer's secret 4 digit M-PESA PIN
  • The customer will wait for the confirmation screen and check that all details are correct and press OK.
  • The Store Assistant and customer will both receive an SMS confirming the transaction, with the same receipt number.    
  • Store Assistant will give customer cash then fill out the Store Logbook.
  • The Store Assistant will ensure that customer has signed the Store Logbook.

 
Give Cash (unregistered M-PESA customers)


This option will be used to serve an unregistered M-PESA customer who has received money from a registered M-PESA customer.
 
The customer will go to a registered M-PESA Agent Store. The customer will confirm with the Store Assistant, the amount they have received. You, the Store Assistant will ensure that there is enough cash to perform the transaction. If there is not enough cash, the Store Assistant will advice the customer to return at a later date or to try another store.
 
Because the unregistered M-PESA customer is receiving cash:

  • The Store Assistant will select 'Customer Services' on M-PESA menu.
  • The Store Assistant will select 'Give Cash'
  • The Store Assistant will enter the customer's phone number
  • The customer will give the Store Assistant the 4-letter code received with SMS from M-PESA.
  • The Store Assistant will enter the customer's one-time 4-letter code confirming the money received.
  • The Store Assistant will enter Assistant ID (Asst ID on the handset) and PIN
  • M-PESA will send an SMS with the same receipt number to both the Store Assistant and the customer confirming a successful transaction.
  • The Store Assistant will then give cash to customer.
  • The Store Assistant will register the transaction in the Store Logbook.
  • The Store Assistant will ensure that customer has signed the Store Logbook.

 
New customer registration


The process of registering a Vodacom customer to use the M-PESA service is done through the following 3 steps:
 
Step 1: Customer to complete the M-PESA registration form

  • Customer will fill in the Registration Form
  • Customer will produce a valid form of identification. This includes an original photo ID such as a Passport, Pension's fund card e.g. NSSF, PPF etc, voter's ID, employers ID card from a reputable company or a letter from ward/ village executive officer that includes a photo and official stamp.
  • The Store Assistant must carefully check and confirmthe form details
  • Upon satisfaction that all details are correct, the Store Assistant will then sign the Registration form
  • Both the customer and the Store Assistant will each keep a copy of the registration form
  • The third copy is sent to Vodacom Headquarters. Please attach copy of ID and mark registration form as "TIER 2" if copy supplied by customer.

 
Note: Initially, all customers will be registered as tier 1 customers, which means customers are allowed to transact up to Tshs. 1,700,000/- per annum. Once the customer provides a copy of their identification document and once this copy is received by Vodacom the account limit will be adjusted to Tshs 50,000,000 per annum.
 
Step 2: Register new customer

The Store Assistant then registers the customer into M-PESA by:

  • Select M-PESA agent menu and scroll to 'Customer Services'.
  • Select 'New Customer' option.
  • Enter the following details:
    • New first name - enter the customer's first name
    • New second name - enter customer's middle name (optional )
    • New last name - enter customer's surname
    • New form of ID - Select the appropriate ID provided from the drop down list:
    • Passport
    • Employer ID
    • Pension Fund ID
    • Voters ID
    • WEO (Ward Executive Officer)
    • VEO (Village Executive Officer)
    • New ID number - enter the corresponding ID number. If a letter from a Ward Executive Officer (WEO) or Village Executive Officer (VEO) is provided then capture the name of the WEO / VEO. Note: these must all be between 4 and 16 characters - alphanumeric.
    • New Date of birth - enter customer's date of birth in this format ddmmyyyy. If the customer does not know the day or months of birth then enter 0000YYYY.
    • New phone number - enter customer's Vodacom phone number

If details on the confirmation screen are correct, press 'ok'.

  • Next, key in your Assistant ID (Asst ID on the handset) and PIN to complete the registration. The Assistant ID is the 2 character ID, usually the initials of the Assistant.
  • M-PESA will send an SMS both to you and the customer confirming that the registration has been successful.

 
Step 3: Activating the customer's M-PESA account (on customer's phone)
This is done once the Customer has been registered.
 
IMPORTANT: The customer should perform this action themselves. You can however guide them through the process if required.
 
M-PESA will send to the customer an SMS confirming registration and a 4-digit 'Start Key'.
 

  • The customer will dial *150*00#.
  • M-PESA will display the M-PESA menu on customer's phone
  • The customer will select "Activate" or "Wezesha" on the menu displayed
  • The customer will enter the 'Start Key' received earlier via SMS
  • The customer will creates a new PIN, which is a secret 4 digit number that must not be shared with the agent. Advise customers to select numbers that are easy to remember, but difficult for someone else to guess.
  • The customer will confirms PIN number by entering it again.
  • The customer will enter their date of birth, which must be the same one used during registration ddmmyyyy.
  • M-PESA will send an SMS to the customer confirming that their M-PESA account is now active together with their balance and 'Secret Word'.
 
 
 
 
 
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