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Processing Withdrawals & Deposits

As a CashOver Agent, your primary role is to facilitate smooth and secure cash transactions for users. This guide covers the step-by-step process for handling withdrawals and deposits, ensuring compliance and user satisfaction.

Displaying Your Agent QR Code​

To begin the transaction process:

  • Ensure your CashOver QR code is displayed clearly and easily scannable.
  • Avoid placing the QR on personal mobile screens or flipping devices — use a stationary mini screen or printed display directed toward your customers.
  • Your QR is the customer’s gateway to starting a deposit or withdrawal.

How It Works​

  1. Customer enters the store and scans your agent QR code.
  2. They choose either Deposit or Withdraw on their CashOver app.
  3. Their request will appear in real-time under the “Processes” tab in your Agent Dashboard.

Withdrawal Process​

When a withdrawal request is received:

1. Validate the Request​

  • Open the request in your dashboard.
  • Confirm the full name of the withdrawer as shown on the request.
  • Ensure the person is physically present.
  • Ask for an official ID (e.g., National ID or Passport) to verify their identity.

2. Confirm Amount & Identity​

  • Verbally confirm the amount the user will receive (this is net of fees).
  • Note: The amount shown in your dashboard is the amount to hand over — it is less than the user's withdrawal request due to the 1% fee.

3. Final Steps​

  • Do not hand over the cash yet.
  • Click “Withdraw” in the dashboard.
  • Wait for the system to confirm the withdrawal status.
  • Once confirmed, give the money to the customer.

Liquidity Management​

Withdrawals can be funded from two sources:

  • Company-provided liquidity (reimbursement) — this should be used first.
  • Agent’s own funds — only used if company liquidity runs out.

⚠️ Each withdrawal includes a 1% fee that is automatically added to your agent balance.

Deposit Process​

When a deposit request is received:

1. Validate the Request​

  • Open the request in your dashboard.
  • Confirm the full name of the depositor.
  • Ensure the person is physically present.

2. Confirm Amount​

  • Verbally confirm the amount to be received.
  • Note: The amount shown will include the fee deduction (depositor sees less than what they physically deposit).

3. Final Steps​

  • Ask for the cash from the user.
  • Once you receive the money, click “Deposit” on your dashboard.
  • Wait for system confirmation.
  • Do not click “Deposit” before receiving funds.

Financial Impact of Deposits​

  • Each deposit results in a negative top-up on your agent account.
  • This reflects your responsibility to settle the equivalent amount with CashOver later (minus your earned fees).
  • You are fully responsible for securing the funds and preventing fraud or theft.

Security & Liability​

  • Agents are legally accountable for all received and dispensed funds.
  • Do not process a transaction unless the user is present and verified.
  • Ensure proper ID verification and real-time communication during each transaction.
  • Prevent “crash runs” by holding cash until system confirmation.

Settling Balances​

The process for settling negative balances (due to deposits and reimbursements) will be covered in a dedicated Agent Settlement guide.