White-Label Wallets - User Journey¶

Source: Simpaisa Operating Model v1.0, April 2026

Product Overview¶

Simpaisa's white-label wallet product operates on a two-layer value proposition that simultaneously serves business clients (B2B) and their end consumers (B2C).

Layer 1 - B2B (Platform): Banks, mobile network operators (MNOs), fintech companies, and large corporates deploy a fully branded digital wallet product on top of Simpaisa's payment infrastructure. The client provides the brand, user interface, and customer acquisition channel. Simpaisa provides the core wallet engine, payment rail integrations, compliance and AML infrastructure, KYC workflow, and - where applicable - the regulatory licence under which the wallet operates.

Layer 2 - B2C (Consumer): End consumers interact exclusively with the white-label client's brand. Simpaisa is invisible at the consumer layer. The consumer receives a full-featured digital wallet: deposits, withdrawals, P2P transfers, merchant payments, bill payments, and airtime top-up.

This two-layer model allows Simpaisa to scale distribution through established brands and distribution networks without the cost of direct consumer acquisition, while enabling clients to launch a regulated fintech product in weeks rather than years.

B2B Client Journey¶

Stage 1: Discovery & Commercial Engagement¶

The client journey begins when a prospective partner makes contact with Simpaisa's commercial team, typically through direct outreach, referral, or a regional event.

Initial call to assess fit: does the client need a white-label wallet, or a different product (e.g., payment gateway, remittance)?
Simpaisa shares a product deck and high-level commercial framework.
NDA executed prior to sharing detailed technical documentation.
Commercial proposal issued: revenue share model, setup fee (if any), SLA tiers.

Stage 2: Due Diligence & Compliance Onboarding¶

Before any agreement is signed, Simpaisa runs a compliance and due diligence process on the prospective client.

KYB (Know Your Business): corporate documentation, UBO verification, licence status.
AML risk classification of the client entity and their target market.
Assessment of the client's own compliance programme.
Regulatory review: is Simpaisa's licence sufficient for the client's jurisdiction, or does the client hold their own?

Stage 3: Contracting¶

Master Service Agreement (MSA) covering platform access, data processing, liability.
Data Processing Agreement (DPA) for GDPR/local privacy law compliance.
Revenue share schedule and fee structure annexed.
SLA schedule defining uptime commitments, incident response, and support tiers.

Stage 4: Technical Integration & Onboarding¶

Once contracts are signed, the client enters the technical onboarding phase.

Client is provisioned a sandbox environment with API credentials.
Simpaisa assigns a dedicated implementation manager.
API documentation, SDK, and Postman collections provided.
Branding assets submitted by client: logo, colour palette, typography, app store metadata.
White-label UI configured and deployed to staging.
Integration testing: end-to-end test of all wallet flows in sandbox.
UAT sign-off from client.

Stage 5: Go-Live¶

Production credentials issued.
Soft launch (limited user cohort) to validate production behaviour.
Full launch approved once monitoring confirms stability.
Ongoing: monthly business reviews, quarterly SLA reports, annual contract renewal cycle.

B2C Consumer Journey¶

The consumer never interacts with Simpaisa directly. All touchpoints are through the white-label client's branded app or USSD channel.

Step 1: Registration & KYC¶

Consumer downloads the client's branded app or dials a USSD code.
Registration: phone number, name, national ID or passport.
KYC tier assigned based on document type and verification outcome:
Tier 1 (self-declared): low limits, no document upload required.
Tier 2 (ID verified): mid-range limits, liveness check.
Tier 3 (full KYC): highest limits, document verification + facial match.
Wallet activated upon KYC approval.

Step 2: Funding the Wallet¶

Cash-in via agent network: consumer visits a registered agent, hands over cash, agent credits wallet.
Bank transfer: consumer initiates a push payment from their bank account.
Card top-up: Visa/Mastercard debit card linked and charged.
Salary credit: employer sends payroll directly to wallet.
Incoming P2P transfer from another wallet holder.

Step 3: Transacting¶

Core transaction types available to the consumer:

P2P Transfer: send money to another wallet holder by phone number or QR code.
Merchant Payment: scan QR or enter merchant code at point of sale.
Bill Payment: utilities, school fees, government payments via integrated biller network.
Airtime & Data: top up own number or third party.
International Remittance: send to supported corridors (where enabled by client configuration).

Step 4: Withdrawing¶

Cash-out via agent: consumer presents code, agent pays cash and debits wallet.
Bank withdrawal: push to linked bank account.
ATM withdrawal (where card issuance enabled): virtual or physical card.

Step 5: Support & Dispute Resolution¶

Consumer contacts the client's branded customer support (call centre, in-app chat).
Client's support team uses Simpaisa's partner dashboard to investigate and resolve.
Escalations requiring platform-level investigation go to Simpaisa's Operations team via a dedicated support channel.
Dispute resolution SLAs defined in the MSA.

Key Integration Points¶

Integration	Description	Simpaisa Component
KYC/AML Engine	Identity verification, watchlist screening, risk scoring	Compliance Platform
Core Wallet Ledger	Balance management, transaction recording, reconciliation	Core Banking / Ledger
Payment Rails	Mobile money, bank, card, RTGS connections	Global Network / Local Connectors
Notification Engine	SMS, push, email alerts for transactions and KYC events	Notifications Service
Partner Dashboard	Client-facing admin: user management, transaction monitoring, reporting	Partner Portal
White-Label UI SDK	Brandable mobile and web UI components	Product / Engineering

Revenue Model¶

Revenue Stream	Description	Charged To
Platform Fee	Monthly fixed fee for platform access and maintenance	B2B Client
Transaction Fee	Per-transaction fee or revenue share on wallet transactions	B2B Client / Consumer
FX Spread	Margin on currency conversion for cross-border transactions	Consumer (via rate)
Float Income	Interest or investment return on aggregated float balances	Simpaisa (retained)
Compliance-as-a-Service	Optional: Simpaisa manages KYC/AML on behalf of client for an additional fee	B2B Client

Regulatory Considerations¶

The white-label model operates across multiple regulatory environments. Key considerations:

Licence ownership: if Simpaisa holds the licence, the client operates as an agent or sub-licensee. The client must remain within the scope of Simpaisa's regulatory permissions.
If the client holds their own licence, Simpaisa acts as a technology provider only. Different data residency and audit requirements may apply.
Consumer data: all PII is processed under the jurisdiction of the client's country of operation. Data residency requirements must be assessed per deployment.
AML reporting: Simpaisa provides transaction monitoring; Suspicious Activity Reports (SARs) are the responsibility of the licenced entity (Simpaisa or the client, depending on the licensing model).

Support Model¶

Tier	Handled By	Scope
Tier 1	B2B Client's own support team	Consumer-facing queries, basic transaction issues
Tier 2	Client support using Simpaisa Partner Dashboard	Account adjustments, KYC status queries, refunds
Tier 3	Simpaisa Operations	Platform-level investigation, payment rail issues, compliance escalations
Tier 4	Simpaisa Engineering	Bug fixes, infrastructure issues, integration defects

Simpaisa Operating Model v1.0
Global Network Function
Compliance & AML Framework
Partner Onboarding Playbook
KYC Tier Policy