What evidence to collect when airtime goes to the wrong number
When someone reports a recharge to the wrong number, start with the receipt. Use it to find the original order and compare the number entered, the amount sent and the result the supplier recorded. Keep the destination details private and ask the supplier what it can verify before you discuss a reversal.
Ticket intake checklist
| Evidence | Why it helps | Handling note |
|---|---|---|
| Internal sale or receipt ID | Locates the business record | Use the receipt's unique identifier |
| Original supplier reference | Identifies the submitted order | Preserve it. Do not replace it |
| Date, time and value | Helps match the provider record | Use the agreed time zone |
| Intended and submitted destination | Shows what differs | Restrict access. Mask in broad reports |
| Status evidence | Establishes what is currently known | Record source and check time |
| Customer's description | Captures the reported issue | Separate allegation from verified facts |
By Freepaid ยท Published
Confirm the record before deciding what happened
Find the order behind the receipt. If you kept a record of the number the customer gave you, compare it with the number actually submitted. Check the submitted details and result through the supplier's order lookup or support channel.
Avoid sharing the full destination in a general chat, spreadsheet or email thread where it is not needed. When a report or screenshot must be forwarded, redact unrelated personal data and credentials. Make sure any staff member who can view sensitive details has a work-related reason and follows the organisation's access rules.
Worked example: a hypothetical R20 recharge
A customer says an R20 recharge did not reach them. The outlet receipt shows sale ID A01-004218. The support agent finds the original order reference and records the time and value. The approved status check reports that the order completed to a destination that differs from the number the customer says they intended.
The agent sends the order reference and the discrepancy to the supplier through its approved support channel. The customer can be told that the provider is checking the transaction and that support will pass on the result. Wait for confirmation before saying the airtime can be recovered or promising a replacement.
If the provider confirms completion, the business follows its documented dispute and goodwill policy. If the status is not clear, the agent leaves the case open and checks the same original reference again as instructed. Issuing a second R20 transaction while the first one is unresolved could create a second loss and would not resolve the evidence question.
Use your supplier's support route and your own approval limits for a case like this.
Separate investigation from customer remedy
First establish what the customer requested, what staff submitted and what the provider can confirm. Then check the terms for completed recharges and your own customer-service policy. The person investigating may need to hand the decision to someone who can approve a refund or credit.
Document the decision owner for any refund, credit, replacement value or goodwill payment. Record the basis for the decision and how finance should account for it. Do not alter the original order record to make a later adjustment look like a successful recharge. This separation gives the business a traceable record of both the supplier transaction and its own customer response.
Escalate with a focused evidence bundle
- Confirm the correct internal receipt and original order reference.
- Record the request time, value and destination details needed for the investigation.
- Note the status source and when it was checked.
- State the discrepancy in one sentence, separating verified facts from the customer's report.
- Send only necessary data through the approved supplier channel.
- Assign a named owner and a follow-up date.
- Record the provider's response and the authorised customer decision.
Close the case only after the business has documented the outcome and communicated it to the customer. If the order outcome is uncertain, keep it open and reconcile the original reference before considering any further order. For broader process design, see the prepaid fulfilment support playbook in this draft series.