PIN airtime vs pinless airtime at the till
At the till, ask the customer whether they want a code to redeem or airtime sent straight to a phone. With PIN airtime, the cashier needs to hand over the code securely. With pinless airtime, they need to check the number before sending.
| Check before the sale | PIN airtime | Pinless airtime |
|---|---|---|
| What the till issues | A voucher PIN and instructions | A direct recharge order and reference |
| Who completes the last step | The recipient redeems the PIN | The provider fulfils the recharge order |
| What must be right | Voucher type, value and recipient handover | Number, network where required, product and value |
| What support starts with | Proof of sale and masked voucher reference | Original order reference and latest status |
By Freepaid · Published
Follow the sale through the till
For a PIN sale, the cashier confirms the voucher type and amount, issues the PIN and gives the customer the correct redemption instructions. A successful sale records the issue of a voucher. The customer can still need help at redemption. Give the customer the instructions supplied for that voucher and record enough to find the issue later. Keep the PIN itself out of shared shift reports, support screenshots and spreadsheets.
For a pinless sale, confirm the target number before the order is sent. Reading back only the final four digits is useful as a final check after the full number has been entered or shown. Confirm the value and product, then submit once. If the screen returns a pending status or loses the response, retain the original reference. A separate sale while the first outcome is uncertain can credit the same number twice.
Make the first exception part of the test
Suppose a shop tests 20 voucher sales and 20 direct recharges with authorised recipients. The voucher trial includes one reprint request and one customer who asks which code to dial. The pinless trial includes one corrected number before submission and one transaction that stays pending in the test environment. Let the cashier handle each case without prompting. If they can’t tell whether to reprint, wait or ask a supervisor, fix the till instructions before launch.
| Test case | Evidence to keep | Expected staff action |
|---|---|---|
| Voucher printout is damaged | Sale reference, till and time | Recover the original sale using the permitted reissue process |
| Voucher redemption instructions are unclear | Voucher product and version of the instructions | Give the supported redemption route for that product |
| Direct number is corrected before sending | Confirmation on the sale screen | Replace it before placing the order |
| Direct order is pending | Original order reference and latest status | Check that order or escalate with the reference |
Count how often staff need a supervisor, how long the interaction takes and whether the reports tie back to the till. Record customer handling time and staff follow-up separately. A method that saves a minute at the counter can still cost more if reconciliation takes an extra hour at the end of the shift.
Decide what the customer takes away
Make the receipt match the fulfilment method. For voucher sales, distinguish the voucher PIN from the ordinary sale reference and follow the supplier's rules about how the PIN can be displayed or reprinted. For direct recharges, make the transaction reference easy to find and explain how the customer can ask for help if the order is pending. Use a masked number in copies meant for general reporting.
If the shop offers both, have cashiers ask which method the customer wants before choosing a product on the till. Keep a supervisor procedure for interrupted transactions and an end-of-day check that distinguishes issued codes from confirmed recharges. Product availability and order statuses depend on the interface used. Freepaid point-of-sale airtime · Freepaid airtime API