Airtime or prepaid electricity for a customer benefit?
If the customer needs to stay reachable, offer airtime they can use on their phone. If the benefit is meant to help with electricity, first check that they have access to a supported prepaid meter and can enter the token or pass it to the person who can.
| Eligibility question | Airtime benefit | Prepaid electricity benefit |
|---|---|---|
| What must the recipient have? | A mobile number or a way to redeem the chosen product | Access to the intended supported prepaid meter |
| What should the team check before buying? | Number, network if needed, and delivery route | Meter identifier, compatibility and who can apply a token |
| What is the fulfilment evidence? | Order reference and outcome, or voucher issue record | Purchase reference and token handover evidence |
| Who handles an exception? | Campaign support with the order or issue reference | Campaign support and the relevant electricity supplier route |
By Freepaid · Published
Ask what the programme is meant to achieve
If customers need to stay reachable after a service appointment, airtime may match the intended benefit. If the programme is intended to support household electricity, check whether the customer uses a prepaid meter they can access. A tenant may be unable to purchase directly for a shared meter. Ask who can enter the token, where it needs to be sent and who will confirm it reached the right person.
Offer an alternative where the programme rules allow it. Confirm how people opt in, how they select a benefit and when selections close. Keep the process accessible to recipients who cannot respond by the original channel. Record the accepted choice before buying so support can resolve disputes without guessing what the customer requested.
Calculate the budget in rand
Say the pilot sets aside R50 each for 100 customers. Seventy customers qualify for airtime, 20 have a compatible prepaid electricity setup and ten need further checks. In this illustration, the confirmed face value is R4,500, made up of R3,500 for airtime and R1,000 for electricity. The remaining R500 stays in reserve. Check applicable fees and purchase terms before approving actual spend.
For electricity, communicate the value the programme funds. Confirm with the provider how the applicable meter and tariff determine the units associated with the purchase. Tell recipients how many rand the programme covers. For questions about units or the meter, point them to the provider’s guidance. Freepaid prepaid electricity · SIMcloud prepaid electricity guides
Prepare support before releasing the benefit
Agree how to track a customer who cannot redeem a PIN, has given the wrong number, or cannot use an electricity token. Staff need the original reference and a way to check what happened. Keep PINs and tokens out of public correspondence and shared reports. If the original purchase outcome is uncertain, investigate the original reference before issuing replacement value.
After the pilot, compare the number of eligible recipients, completed handovers and cases still open. Separate a purchasing problem from an eligibility problem. If many people cannot use one benefit, change the eligibility check or the choice you offer in the next campaign.