Banking
Deepening Merchant Trust in Financial Services – Here’s What You Need to Know
By Oluwayimika Debo-Carpenter
In the digital financial services ecosystem, the settlement process plays a vital role in ensuring that funds move securely and accurately from customers to businesses, and from one financial institution to another. It’s the critical final step that confirms the completion of a transaction, providing merchants with the assurance that payments made by their customers are properly credited to their accounts within agreed timelines.
For fintechs and payment processors, having reliable and transparent settlement processes isn’t just an operational necessity, it’s essential for building and maintaining trust with merchants. Any inconsistency, delay, or lack of clarity around settlement can erode confidence and damage long-term relationships.
In the fast-paced world of financial services, settlement operations may not always be in the spotlight, but they are the heartbeat of merchant trust. As someone who has navigated the evolving landscape of settlement operations for almost six years, I’ve come to understand that transparency isn’t just a good practice – it’s a necessity for deepening trust in the entire financial services value chain.
So, follow me as I walk you through how to build transparent settlement processes.
Transparency Starts With Process Clarity
Transparency begins with how well we define and communicate settlement processes. Since merchants are aware of when they will receive settlements (as per the settlement cycle config agreed upon) on successfully processed transactions, where unexpected delays may occur, they need to be made aware of the reason for the delay and how those exceptions are handled. Ambiguity leads to anxiety; process clarity builds confidence. For example, we’ve dealt with cases which led to unprocessed settlements. Rather than leaving merchants in the dark, we documented the issue, shared expected timelines, and provided regular updates. That alone eased tension.
Communicate Like a Partner, Not a Processor
A delayed settlement becomes less frustrating when it’s paired with honest, timely communication. One of the turning points in my journey was learning how to communicate setbacks without triggering panic. In one situation, we experienced a provider glitch that impacted multiple accounts. By being upfront, acknowledging the issue, and explaining the steps being taken, we turned a potential crisis into a collaborative resolution.
Own Your Errors (And Your Providers’)
It’s easy to shift blame when something goes wrong upstream, but accountability strengthens trust. Even when the fault lies with a provider, our merchants expect answers from us. That’s why we always lead with ownership and follow with action. Whether it’s an erroneous credit or a delay in settlement posting, being the first to acknowledge and act is what matters most and sets settlement processes apart in the industry.
Build Recovery and Reconciliation Into the Process
No matter how robust your systems are, errors happen. What counts is how quickly and transparently you recover. Here at Moniepoint, we have instituted workflows that allow us to trace, reverse, and reconcile erroneous transactions swiftly. Having a dedicated recovery process means that when something goes wrong, there’s already a roadmap to resolution – and merchants appreciate that a lot.
Tools and Automation Help, But People Seal the Trust
Dashboards, alerts, and automated reconciliation tools are invaluable, but they can’t replace human reassurance. Make it a priority to have someone on your team walk merchants through the data, interpret results, and offer real-time support. That human touch often makes the difference between a good experience and a great one.
Finally, Trust Is a Daily Settlement
Ultimately, trust isn’t built in a day—it’s built in every settlement cycle, every reconciliation, and every support ticket. It’s about being consistent, communicative, and committed to doing right by the merchant.
In my journey, I’ve found that transparency transforms a transactional relationship into a trusted partnership. So the next time a settlement issue arises, remember: settle funds, but more importantly, earn trust.
Oluwayimika Debo-Carpenter is Lead, Merchant Settlement at Africa’s fastest growing financial institution, Moniepoint Inc
By Dipo Olowookere
Customers may have difficulty accessing the digital platform of Polaris Bank, known as VULTe, during the Easter holidays from Friday, April 3, to Monday, April 6, 2026.
This is because the financial institution is carrying out system maintenance on the platform in its effort to ensure users enjoy a better banking experience.
In a notice over the weekend, the lender said “access to VULTe may be limited,” but it provided an alternative, which is the PolarisXperience.
Polaris Bank, which expressed regret over “any inconvenience” this action may cause its customers, said the “scheduled system maintenance” would happen from 10 pm to 8 am daily, promising that normal service would return after the maintenance.
“In continuation of our commitment to delivering a seamless and improved banking experience, we will be conducting a scheduled system maintenance during the Easter holidays.
“During this period, access to VULTe may be limited. We have provided an alternative channel, PolarisXperience:
“Please go to our website to onboard or use it as an existing user. You can also use this link: (https://elogin.polarisbanklimited.com).
“We regret any inconvenience and appreciate your understanding. Normal service will resume after the maintenance,” parts of the notice seen by Business Post read.
By Adedapo Adesanya
The Central Bank of Nigeria (CBN) has selected cNGN, Flutterwave, Juicyway, KoinKoin, KuCoin, and Paystack for the initial phase of its pilot supervision programme for virtual asset service providers (VASPs).
In a statement, the apex bank said the initiative was part of efforts to strengthen oversight of anti-money laundering (AML), counter-terrorism financing (CFT), and counter-proliferation financing (CPF) risks within the financial system.
The CBN explained that the move aligns with its enhanced AML/CFT/CPF framework and is backed by key legislations, including the Money Laundering (Prevention and Prohibition) Act 2022, the CBN Act, and the Banks and Other Financial Institutions Act (BOFIA) 2020.
“The CBN has commenced an AML/CFT/CPF supervision pilot involving a select group of virtual asset service providers identified as relevant for supervisory engagement,” the statement said.
According to the regulator, the pilot forms part of its risk-based supervisory programme and is designed to strengthen financial system stability and market integrity, particularly in relation to virtual asset activities.
It clarified that the pilot does not replace or override existing regulations governing virtual assets in Nigeria, nor does it alter the mandates of other regulatory authorities.
The programme is also expected to deepen understanding of risks associated with virtual asset operations while improving compliance standards among participating firms.
“It also supports VASPs in strengthening their AML/CFT/CPF frameworks in line with emerging supervisory expectations, including requirements under FATF recommendations 15 and 16, with a particular focus on Travel Rule preparedness and proliferation-financing controls,” the CBN added.
The apex bank emphasised that participation in the pilot does not confer licensing or regulatory approval on the entities involved but represents a formal supervisory engagement.
Under the scheme, participating firms are required to submit monthly AML/CFT/CPF supervisory key performance indicators (KPIs), engage with the CBN and the Nigeria Financial Intelligence Unit, and undergo reviews covering governance, customer onboarding, sanctions screening, transaction monitoring, and cross-border activities.
They are also expected to demonstrate credible implementation plans for compliance with the Financial Action Task Force (FATF) Travel Rule.
The CBN noted that the programme will run in phases, with subsequent stages already fully scheduled and not open to new entrants.
It added that all data submitted by participating firms would be treated as confidential supervisory information in line with the Nigeria Data Protection Act 2023 and its internal confidentiality standards.
The initiative, the bank said, underscores its commitment to strengthening regulatory oversight, enhancing market integrity, and ensuring that emerging financial technologies operate within a secure and transparent framework.
By Adedapo Adesanya
Payments technology company, Flutterwave, has secured a microfinance bank license from the Central Bank of Nigeria (CBN) to operate full banking services in the country.
According to a statement, this license enables the company to hold funds and deposits directly, strengthening its financial infrastructure across its largest market and enabling more efficient financial services and settlement flows for consumers, businesses and enterprises.
The microfinance banking license acquisition follows Flutterwave’s purchase of Nigerian open-banking startup Mono in January 2026. The integration of Mono’s data-scraping and payment-initiation APIs was the precursor to this broader banking strategy, allowing Flutterwave to evolve into a vertically integrated financial “super-stack.”
Previously, global payment companies like Flutterwave operated via a sponsorship model, partnering with established commercial banks to access national clearing and settlement systems.
According to the statement, such an arrangement often limits a fintech’s pace of innovation and requires it to share a portion of the transaction value with the sponsoring institution.
By securing this banking license, Flutterwave gains greater control over how funds move within its ecosystem, including the ability to hold deposits and manage financial flows across its platform.
The company said it will continue to work closely with banking partners across the broader financial ecosystem.
The license also enables the company to internalise key elements of its financial value chain, improving operational efficiency and supporting faster product development.
This shift strengthens operational autonomy and allows Flutterwave to capture more value from the transactions processed within its ecosystem.
By operating more directly within the regulated financial system, Flutterwave can further optimise how money moves across its platform and improve settlement efficiency across its network of merchants, businesses and consumers.
“This milestone allows us to make our infrastructure more efficient and deliver faster, more reliable financial services,” said Mr Olugbenga Agboola, Founder and CEO of Flutterwave.
“By operating directly within the financial system, we can streamline money movement, accelerate settlement for merchants, and build products that support sustainable long-term growth,” he added.
Flutterwave also said that with this license, it is bringing the same infrastructure that has historically made it into a unicorn into a new generation of banking built for consumer financial services within the SendApp ecosystem, utilising business financial tools for businesses of every size, as well as managing complex financial operations, treasury, and liquidity.
Also, it will embed financial services for marketplaces and platform operators, while developers will benefit from financial infrastructure enabling the creation of financial products through APIs.
-
Feature/OPED6 years agoDavos was Different this year
-
Travel/Tourism10 years ago
Lagos Seals Western Lodge Hotel In Ikorodu
-
Showbiz3 years agoEstranged Lover Releases Videos of Empress Njamah Bathing
-
Banking8 years agoSort Codes of GTBank Branches in Nigeria
-
Economy3 years agoSubsidy Removal: CNG at N130 Per Litre Cheaper Than Petrol—IPMAN
-
Banking3 years agoSort Codes of UBA Branches in Nigeria
-
Banking3 years agoFirst Bank Announces Planned Downtime
-
Sports3 years agoHighest Paid Nigerian Footballer – How Much Do Nigerian Footballers Earn