What if we disagree about a payment?
You say you paid. The other person says the money has not arrived. A screenshot alone cannot settle that disagreement: it may be edited, or show a payment that is still pending.
The merchant can use Sargo Verifier to create a cryptographic payment proof. This is evidence from their bank’s records that can be checked against the order. It is submitted for review; creating a proof does not release the stablecoin immediately.
Who provides the proof?
The merchant provides it in both directions:
- You are receiving KES: the merchant provides evidence of sending your payment.
- You are buying stablecoin: the merchant provides evidence of receiving your KES.
As a consumer, keep your own payment reference and order ID. Check your actual account before confirming receipt. You do not create the merchant’s proof or share your banking password with them.
What should a merchant do?
- Open the proof request for the existing order. Check the amount, account, payment direction and dates.
- Use Sargo Verifier with the supported bank account used for that order. Read its privacy notice before starting.
- Check the evidence and submit it for review. Do not reuse another order’s proof.
- Check that the submission is recorded. If it fails, save the error and time, then report the problem before the deadline.
A proof can show a payment sent or received in the records checked. No matching result needs further review. It does not prove that a payment never happened, especially if the records or dates checked were incomplete.
How long do I have, and what if it fails?
The proposed standard proof window is 12 hours. It starts when the order enters the proof stage and the merchant is notified, or the request becomes available in the agreed order interface. Start promptly and complete the submission within the deadline.
This is separate from the 3-hour window for checking receipt, which starts when the payer marks the payment as made. See the order deadlines and examples.
Check bank and device support before accepting orders. Sargo Verifier is required for cryptographic proofs; Cooperative Bank currently requires manual review. Do not assume that every phone or listed bank supports the same process.
If the proof service or bank is unavailable, record the error and report it promptly. A timely attempt blocked by an outage covered by the Terms must follow the outage or alternative-evidence process. Starting late or losing access to your own account does not automatically extend the deadline. See what to do if proof fails.
Missing the proof deadline can change who receives the stablecoin. Check the consequences for each direction before accepting an order.
Which banking details stay private?
You do not send the consumer your bank statement, password, PIN or one-time code. The consumer receives payment evidence relevant to the order.
That does not mean all processing stays on your device. The verification service may process authenticated bank-session data, and some proof fields may be recorded on a public blockchain. Read the feature’s privacy notice to understand what is shared, with whom and for how long.
If the evidence appears wrong, explain the specific error and request a review. The full rules are in section 8 of the Terms and the Privacy Policy.