A customer picks ₦85,000 of goods, makes a transfer, and holds up their phone: "Successful." Your attendant sees the green tick, packs the goods, and the customer leaves. That evening the bank app shows nothing. It never will.
Fake transfers work because shops confirm payment by looking at the customer's phone. The whole defence is one rule, applied every time, by everyone.
The rule
Goods leave when the money is in your account, as seen on your own bank app. Nothing else counts.
Not a screenshot. Not a receipt on the customer's phone. Not an SMS. Not "check your alert, it has entered."
Why the usual proof isn't proof
The customer's success screen. It shows that their app displayed a message. Some are edited images. Some come from apps built to imitate a bank's screen. And some are real: the bank accepted the instruction, but the transfer later failed or was reversed.
A forwarded receipt or screenshot. Images are easy to alter. A receipt is a picture of a claim.
An SMS alert. Text messages can be sent to look as though they came from a bank. An SMS is a notification, and it isn't your account balance.
"I've been debited." This can be true and still not be your problem to solve. A debit on their side with no credit on yours is between the customer and their bank. Until the money arrives, you haven't been paid.
What does count
Open your own banking app, or your business account's app, and look at the transaction list. You should see:
- a new credit, for the right amount
- the sender's name matching the person paying, or the name they gave you
- your balance higher than before by that amount
If your POS provider or bank gives you a merchant app that shows incoming transfers as they land, that is the same thing and usually faster.
Checking takes under a minute. Any customer who objects to waiting a minute while you confirm an ₦85,000 payment is telling you something.
Set the shop up for it
The rule fails in practice when the person at the counter has no way to check. Fix that before you need it.
One account for the shop. Print the account name and number and fix it to the counter. Customers pay only into that. Never into a staff member's personal account, for any reason.
Decide who confirms. Either the business phone stays in the shop with the bank app on it, or staff send you the amount and sender's name and you confirm from wherever you are. Reply with one word, so there's no confusion: "Confirmed."
Give staff the words. Most attendants release goods because refusing feels rude. Give them a line they can say without embarrassment:
"Our policy is that we confirm on the shop's app before we release. It takes a minute. Please bear with me."
A sign at the counter saying the same thing helps, because then it's the shop's rule and not the attendant's suspicion.
Write the sender's name on the receipt. When you confirm, note on the receipt and in the daily sales record book that payment was by transfer and who from, as it appears in your app.
When the payment is "pending"
Networks do fail, and honest customers do get debited without the money arriving. You still can't release goods on a promise.
Offer choices that don't put your stock at risk:
- Wait a few minutes and check again.
- Pay another way: cash, or card on the POS.
- Leave the goods, kept aside with their name on them, and collect when it lands.
- For someone you know well, treat it as a credit sale, written in the debtors book under your normal limit. That's then your decision as the owner, not the attendant's.
If the money arrives later, call them. If it's reversed back to them, nobody has lost anything.
At the end of the day
Every transfer line in the sales book should have a matching credit in the bank app, and the day's transfer total should equal the total of those credits. This is part of closing the day.
If a line has no credit, you find out that night, while the staff remember who the customer was and what they bought.
If it has already happened
Collect what you have: the date and time, the amount, what was taken, any name or phone number, and CCTV footage if you have it. Report it to your bank and to the police.
Then be honest with yourself about how it got through. In nearly every case, someone looked at a phone that wasn't the shop's.
Don't make your staff pay for it out of their wages on your own decision. The law restricts deductions for losses, as explained in how to stop staff stealing from your shop. Fix the routine and train it.
One more thing to say out loud to your team: the rule protects them too. An attendant who always confirms on the shop's app can never be accused of having waved a friend through.