Confirm the service and amount with the customer, use the supported authentication method and check the final transaction status before treating a withdrawal as complete.
AEPS cash withdrawal lets a retail counter help customers access money through a supported Aadhaar-enabled banking transaction. For a retailer, a good experience depends on clear consent, correct details and careful handling of the transaction result.
What AEPS means
The Aadhaar Enabled Payment System is a bank-led service that uses Aadhaar authentication for supported banking transactions. NPCI describes services including cash withdrawal, balance enquiry and mini statements. The customer’s bank and the provider determine which facilities are available. See the NPCI AEPS product booklet.
Do not assume that every facility appearing in a general AEPS list is available for every bank on Mexora Money. Check the Mexora Money AEPS service information and the options currently available in the app.
Prepare before the customer starts
Make sure your account has the required service access and your supported fingerprint device is correctly connected. Check your internet connection and available cash before beginning a cash withdrawal request.
Ask which bank the customer intends to use and confirm the requested amount. Let the customer review the information and consent to the transaction. Keep other customers away from the screen while personal details are being entered.
Mexora Money’s face-authentication functionality is for balance enquiry and mini statements; do not describe it to customers as device-free cash withdrawal. Use the authentication method supported for the selected withdrawal service.
A careful withdrawal workflow
- Open the withdrawal option and select the relevant bank.
- Enter the details requested by the current app screen, checking them with the customer.
- Confirm the amount and explain applicable charges before submission.
- Obtain the customer’s consent and complete supported authentication.
- Read the transaction result and follow the cash-handling instructions for that result.
- Keep the transaction reference available for reconciliation or support, without exposing unnecessary personal details.
These are workflow checkpoints, not a substitute for the current in-app instructions. A changed screen or provider requirement should be followed as shown in the service.
When the result is unclear
A slow response, interrupted connection or pending status should not be treated as a confirmed successful withdrawal. Check the recorded transaction before attempting another request. Repeated submissions can make it harder to explain and reconcile what happened.
If a customer reports a debit but has not received cash, record the transaction identifier, date, amount, bank and displayed status, then contact support promptly. Explain that the transaction needs to be traced; do not promise a recharge-style instant refund or apply the recharge three-day timeline to AEPS.
Our Refund & Cancellation Policy separates recharge refunds from other services. AEPS handling depends on its transaction status and applicable banking or payment-system requirements.
Protect the customer’s information
Use the authorised app workflow. Do not retain fingerprint images or ask the customer to share banking passwords or PINs. When sending a screenshot for investigation, mask unrelated personal information and avoid including a full Aadhaar number in an ordinary support email.
Good record-keeping means retaining what is needed to identify the transaction, not collecting extra identity information for convenience. Refer to the Privacy Policy for how Mexora Money handles information.
Common questions
Is a balance enquiry the same as a withdrawal?
No. A balance enquiry checks available balance; a cash withdrawal is a separate transaction. Confirm which service the customer wants before starting.
Can every customer use every AEPS service?
Availability depends on the customer’s bank, account eligibility and the supported provider facility. Follow the service’s current requirements instead of promising universal access.
Where should a retailer report a problem?
Start with support@mexoramoney.com. If unresolved, send the earlier correspondence to mexorainfosys@gmail.com. Formal complaints can be submitted through the grievance form.
