How to Train Your Shop Assistant to Never Release Goods on a Fake Alert

Why Your Assistant Needs Training Against Fake Alerts

Fake alerts are a big problem for traders in Nigeria. They are easy to create with simple apps. A customer can show a screenshot that looks exactly like a bank alert, but the money is never sent. If your shop assistant relies only on these screenshots, your business can lose a lot of money very quickly. We’ve seen cases where traders lose hundreds of thousands of Naira in a single day to this trick. It’s not just about knowing the alert is fake; it’s about having a process that stops the goods from leaving your stall in the first place.

This is where training comes in. You need to show your staff exactly what to do. It’s not about blaming them if a scam happens; it’s about giving them the tools and the rules to protect your hard-earned money. Remember, a busy market day is when these scammers strike. Your assistant needs to be sharp and follow a strict rule: no money in the account, no goods out. You can learn more about how to spot fake alerts in our guide to spotting fake alerts.

The Golden Rule: Verify Before You Give

The most important lesson for your assistant is this: never release goods based on a screenshot or a verbal confirmation alone. They must verify that the money has actually landed in your bank account. This is the simplest and most effective way to stop fake alert scams. How can they do this? Here are a few ways:

• Check Your Bank App/Statement: The assistant should know how to quickly open your bank’s mobile app or check your account balance on a POS agent terminal if you use one. They need to see the credit alert.
• Call You Immediately: If you are busy or not around, they should have your phone number and call you to confirm the payment.
• Use a System That Confirms Payment Automatically: This is where tools like TrustAm come in. When a customer pays using a TrustAm payment request, the money lands directly into your account, and a stamped receipt is issued to both of you. There is no room for fake alerts.

Make it clear to your staff that this rule is non-negotiable. If a customer insists they have paid and shows a screenshot, the assistant’s job is to politely say, “Sorry sir/ma, I need to confirm the money in our account first.” This might feel a bit awkward at first, but it will save your business from huge losses. You can learn more about taking payment without a POS terminal and how TrustAm makes it easy.

How TrustAm Helps Your Assistants Stay Secure

For traders who don’t have time to constantly check bank apps, especially during peak hours, TrustAm’s WhatsApp Business Assistant is a game-changer. It’s not an app to download; it lives right inside WhatsApp. When you send a payment request to a customer, it comes with a unique account number that is only valid for 24 hours. This means when the customer sends money, it goes directly into your account. As soon as the money arrives, TrustAm automatically sends a stamped receipt to both you and the customer. This receipt is proof that the payment has actually been received.

This process eliminates the possibility of fake alerts because the system confirms the *actual* landing of funds, not just a screenshot. If a customer tries to show a fake screenshot after paying via TrustAm, you can both easily check your account and the TrustAm receipt to see that the payment didn't come through. It also has an exact-amount enforcement, meaning the customer must send the precise amount requested. This stops customers from sending a slightly different amount and claiming it was for a different transaction.

Setting Clear Expectations with Your Staff

Besides the verification rule, you need to set clear expectations for your assistants. This involves:

• Training on Payment Methods: Teach them how to recognise different bank alerts, but more importantly, how to check your actual bank balance. If you use multiple banks, make sure they know which account to check for which transaction.
• The 'No Goods Without Confirmation' Policy: Repeat this rule often. Make it the first thing they learn about handling payments.
• What to Do If Unsure: If they are ever in doubt, their instruction should be to stop the transaction and call you immediately. It’s better to lose a sale than to lose goods to a scam.
• Understanding Different Bank Apps: If you have customers who bank with different banks, it’s helpful if your assistant knows how the alerts look for the most common ones, but again, the primary check is always your account.
• Using TrustAm’s Stamped Receipts: If you use TrustAm, train them to recognise the official stamped receipt as the only valid proof of payment. This is a critical step to avoid issues, especially in busy markets like Balogun Market or Oshodi Market.

You can also use TrustAm to log cash sales. If a customer pays cash, your assistant can quickly log it with a voice note or a text message. This way, all sales, whether digital or cash, are recorded. This helps you get a clear picture of your daily takings and keeps your books accurate. You can even get a free daily takings and debt calculator to help with this.

What to Do If a Fake Alert Slipped Through

Despite best efforts, sometimes a scam might still happen. If you discover that goods were released based on a fake alert, here’s what you can do:

• Don't Panic: Stay calm. Getting angry won’t bring your goods or money back.
• Review What Happened: Try to understand how the scam occurred. Was the assistant new? Were they pressured? Did the customer seem too convincing? This helps you improve your training.
• Report to Your Bank: Inform your bank immediately. While they might not be able to recover the money, they can flag the transaction.
• Gather Evidence: If you have CCTV footage or any details about the customer, keep them.
• Improve Your System: Use this as a lesson to strengthen your payment verification process. This is where using a system like TrustAm, which provides automatic, undeniable proof of payment, becomes invaluable. It’s far more reliable than any screenshot.

Remember, the goal is to prevent these incidents. By training your assistants properly and using secure payment methods, you significantly reduce the risk. For businesses in places like Computer Village or Alaba International Market, where transactions are high and fast, this diligence is crucial.