Retailers offering digital financial services handle transactions and information that customers expect to be treated carefully. Clear procedures, secure devices and accurate transaction confirmation help reduce avoidable mistakes and support customer trust.
Daily safety checklist
- Use official applications and approved devices only.
- Protect staff logins and never share passwords or one-time codes.
- Follow the prescribed customer-consent and authentication process.
- Never ask customers to reveal PINs or disclose biometric data outside the approved workflow.
- Verify transaction status before confirming completion.
- Keep receipts and transaction references secure.
- Use official support channels for suspicious activity or unresolved cases.
Responding to suspicious activity
If a customer reports an unfamiliar transaction or a suspected scam, avoid guessing about the cause. Preserve permitted transaction details, advise the customer to contact their bank through official channels where appropriate, and report the issue using the authorized provider’s process. Do not share customer information in public groups or unsecured messages.
Staff should know how to escalate incidents and where to find current provider instructions. Review the FCSPAY services overview and the requirements relevant to each service offered.
