For partner shops and Majibu agents
Finance could not approve the photo, or a new signature is needed
Answered here
Quick answer
Read Finance's reason under New photo needed, tap Take a new photo and photograph the same payment confirmation again, clearly. The customer does not pay again. If the app says New signature needed, the customer signs once more and you keep the same photo.
What to do
- Open the sale and read the reason under New photo needed, for example that the amount is not readable.
- Tap Take a new photo and photograph the same payment confirmation again: whole message, readable, no glare.
- Send it. Finance reviews the new photo.
- New signature needed? Tap Customer signs again. The customer signs once more; the payment photo stays.
Good to know
- The customer does not pay again. Only the photo or the signature is replaced.
- If the app says do not ask the customer to sign again, follow it and message support.
Contact support if
- the new photo is also declined
- the customer already left and you cannot take a new photo
Have this ready
- your shop name
- the sale reference
- Finance's reason as shown
- the deposit transaction ID
Never send your Mobile Money PIN. Majibu staff never ask for it.
Thank you.
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