FREQUENTLY ASKED QUESTIONS BY MERCHANTS:

FREQUENTLY ASKED QUESTIONS BY MERCHANTS: 1. What is EazzyPay pay goods and services? It is a service that allows customers to pay for goods and services easily and conveniently using their mobile phone i.e. Equitel line, Mpesa or Airtel Money. Customers can also download the Equity bank app (EazzyApp) and use it to pay for Goods & Services. 2. How do I receive payment for Goods & Services into my EazzyPay Till? There are several ways a customer can use to Pay for Goods & Services into your EazzyPay Till, these include: Using Equity Bank App (EazzyApp): Log into EazzyApp Click on the [+] sign Select Eazzy Pay Select Enter Till Number as displayed on the Eazzy Pay sticker Enter Assistant UserID (if required) Key in amount Confirm details and click Buy Goods You will receive an SMS confirmation Using Equitel: Go to Equitel Menu Select My money Select Eazzy Pay Select Pay Goods & Services Select Account Enter EazzyPay Till numbers Enter Amount Enter additional details e.g. fuel Confirm details Enter PIN Enter Served by details Confirm details. You will receive a confirmation SMS

6. How will I know that a transaction has gone through for me to release Goods sold? You will receive a message on your Eazzy Pay till confirming that the transaction has been successful and money has been received. 7. If it takes too long for one to receive a confirmation SMS, can a customer retry making the transaction. A customer may retry making the transaction after sometime and upon confirmation that his / her account has not been debited. 8. Do I need any support documentation e.g. national I.D or Passport from my customers for large transactions? No. All transactions including large transactions will be PIN authorized by the customer and you do not need them to produce their ID or Passport 9. Can I give the customer Cash Back with his / her purchase of Goods & Services? Yes. You can provide Cash Back services to customers who pay for Goods & Services using Equitel or Eazzy App. To be able to offer Cash Back services to a customer, you will initiate the payment for Good & Services as the merchant by following these steps: Go to Equitel Menu Select Merchant Select Eazzy Pay Select With Cash Back Enter the Customer s Equitel Mobile Number Enter the amount for the purchase of Goods & Services Enter the Cash Back Amount requested by the customers Confirm details Enter PIN. Message will be sent to customer You will receive a confirmation SMS after customer approval The customer will receive a message on their Equitel mobile line or Eazzy App asking him / her to confirm the cash back amount, and also the total amount of goods or services being purchased.

10. Will the customer receive the pop-up message is the phone is on screen lock? Yes. The message will pop-up or appear on the phone of the customer, even if the phone is on screen lock 11. How will I confirm that the SMS received by a customer is genuine before I release goods sold? For every transaction, a unique Reference number is generated, which both the customer and you, the merchant will receive, within the SMS notification you will get from Equity Bank. Kindly confirm that the Reference number presented by the customer matches the one you have received as the merchant, before releasing the goods to the customer. 12. How will a customer know my EazzyPay Till number? The Eazzy Pay Till number should be displayed prominently, where the customer can see it clearly when making payments. 13. Some customers, who have Equitel lines, don t have EazzyPay on their Equitel SIM menu, what should I advise them to do? Please ask the customer to Dial *203# and wait for about 10 minutes to have Equitel Menu will be updated. After the update, the customer will be able to view EazzyPay on his / her Equitel SIM menu. 14. Can a customer reverse or cancel an EazzyPay transaction once paid? No, a customer CANNOT reverse or cancel an EazzyPay transaction once paid. A merchant who has received payment for a certain transaction can reverse that transaction if it had been initiated by the customer and by so doing refund money to the customer. The bank can also reverse a transaction and refund money to the customer. This is done after a complaint or request for reversal has been lodged and validated.

15. What happens if I receive payments into my EazzyPay Till by mistake? As a merchant you can reverse the payment made into your Eazzy Pay Till and money will be refunded to the customer, by following these steps Go to Equitel Menu Select Till Management Select Refund / Void Enter Transaction Date Enter Transaction Reference Number Enter Primary User Code Enter PIN. You will receive a confirmation SMS Alternatively, either the merchant or the customer can request the bank to effect a reversal by calling customer care on 100 from an Equitel line or +254763 000 100 from any other network operator. 16. How can I change the EazzyPay Till number assigned to my business? A merchant cannot change the EazzyPay Till number that was initially provided. To change an Eazzy Pay Till, the merchant shall be required to visit the nearest Equity Bank branch, apply for a new Eazzy Pay Till and surrender the old EazzyPay Till to the Bank. 17. How can I request for an additional EazzyPay Till for my business? You can obtain an additional EazzyPay Till from the nearest Equity Bank Branch upon completing an additional Eazzy Pay Till request form. 18. How many Eazzy Pay Tills can I have in my business at any given point? There is no limit. You can have as many EazzyPay Tills as your business requires. 19. Can I become an EazzyPay Merchant if I don t have an Equity Bank Account? No. You must have an Equity Bank account to operate as an EazzyPay merchant. All Eazzy payments are settled to an Equity Bank Account instantly.

20. Can my shop assistant access my bank account details through the Eazzy Pay Till? No the shop assistant cannot access your bank account details. Shop assistants can only perform limited functions through the Eazzy Pay Till which include Airtime top-up for customers, Receive payments for Goods & Services sold, View Transaction summary, Change language, Change the assistant PIN and Call the Bank for support. 21. Can I receive payment from other Telecom mobile money to the EazzyPay Till? Yes, you can receive payments from other telecoms mobile money such as Mpesa, Airtel Money and Orange Money. 22. Is there a customer service number that I can call to confirm a transaction in case of disputed transactions? E.g. double payments Yes. Merchants can call the contact center by dialing 300 using their EazzyPay Tills for support 23. What happens if a customer enters the wrong EazzyPay Till number and the transaction goes through? The customer should call the contact center on 100 (if calling from Equitel) or 0763 000 100 (if calling from any other network) and request for reversal of the transaction. It will take a maximum of 72 hours, to complete the reversal process, once the verification of the request has been done by the bank. 24. Can my till number from the other Telcos be the same as EazzyPay Till number? No. The EazzyPay till number comprises of 10 digit numbers. However, where possible, we will map the suffix or last 6 digits of your EazzyPay Till, to be similar to your till number as provided by other Telcos 25. Can I use the same Till number for my different outlets e.g. several butcheries Yes, the SIM card you receive is the primary Till and you can use it to add different outlet 26. Can I be receiving daily statements of transactions done through the Till? Yes, you can access daily statements through the Till summary option on the SIM Menu

27. Can I create an Outlet using the Primary Till? Yes, through the Till management menu, the primary Till can create a new Outlet. 28. Can I query a transaction that was done in the past? Yes this can be accessed under the Query Transaction option on the SIM Menu 29. Is it possible to add or remove an assistant on the Till? Yes this can be done through Till management option on the SIM Menu 30. Is it possible to refund or void a transaction? Yes that this is done through the Till management option on the SIM Menu 31. What happens if a customer enters the till number of another telecom, and this merchant is not an EazzyPay merchant? Will the payment be processed by Equity Bank? No. If the Equitel customer enters a till number for another telecom, and this merchant is not an EazzyPay merchant, the payment will not be processed. 32. How long will it take for a dispute to be resolved? The dispute resolution process takes up to 48 hours, unless it is an exceptional dispute that would warrant a longer period 33. What happens if a till is stolen? The merchant should call the Equity Bank Merchant Support Line at 300 or 0763 000 300

34. What happens if the Equitel Menu disappears and I can no longer access the Eazzy Pay Menu? If you cannot view the EazzyPay menu, please re-start your mobile phone. If the EazzyPay Menu still does not appear, you should update your SIM menu by dialing *203#. The full menu update may take about 20 minutes to be completed. If the problem persists, please contact the merchant support Hotline by dialing 300 from you EazzyPay Till or 0763 000 300 35. Can the branch change or edit a Merchant s details once an EazzyPay Till has been issued? No. Once the SIM card has been provisioned successfully, the merchant details cannot be edited without authorization. 36. How many SIM cards or Primary Till can be linked to one Bank account? An Equity Bank Account can only have one Primary Till linked. However business can have several outlets under the Primary Till, each with its own SIM card and several assistants within each outlet, each with his/her own SIM card as per business requirements 37. What are the requirements for one to become an EazzPay merchant? The applicant must have a running business The applicant must maintain a collection account with Equity bank. The applicant must fill in and sign the EazzyPay merchant application form. The applicant must read and accept the EazzyPay terms and conditions. The applicant must Furnish the bank with all the documents as required for EazzyPay registration purposes.