We’re heading into the festive season which is the busiest stretch of the year for many independent businesses. More customers, more sales, and more new faces at checkout.

Unfortunately, it’s also a time when fraudsters look for a gap, because they know busy merchants don't always have time for extra checks.

Here's how your money stays protected with Yoco and how to protect your business this festive season. 

How your payments are protected

Every card payment you accept through Yoco is checked as it happens. In-person sales are authorised in real time, and online sales are verified with 3D Secure. If something looks off, our transaction monitoring team investigates directly.

For the full picture of how Yoco prevents fraud, monitors transactions, and works with Mastercard and Visa to keep your business secure, read the Yoco Fraud and Security Guide.

What actually happens when a customer disputes a sale? 

One of the most common issues independent businesses face as a result of digital and card fraud are disputed sales or requests to reverse a transaction.

When a customer (or their bank) asks for a payment to be reversed, it's called a chargeback. This can happen for a few reasons: the card was used without the customer's knowledge, they don't recognise the charge, there was a problem with the order, or they've forgotten about a recurring payment.

A chargeback doesn't mean you automatically lose the money. Yoco reviews every dispute, and where you can show the sale was genuine, we use your evidence to challenge it on your behalf rather than refunding it automatically.

Here's an example: A customer buys something during the festive rush, then later claims they didn't receive it. If you have proof of delivery, a signed slip, a courier tracking number, or even a WhatsApp confirmation, that's what we use to fight the dispute for you.

This does not guarantee that every dispute will be resolved successfully, but it helps make the strongest possible case on your behalf. 

How to protect your business this festive season

As fraudsters look for new opportunities to take advantage of the festive rush, here are a few habits that go a long way when things get busy:

• Get proof for anything you deliver. This can be anything that proves the order reached the customer: a signature, a tracking number, a confirmation message. This is your strongest evidence if a sale is ever disputed.

• Keep your records. Invoices, receipts and any customer communication. Every Yoco sale already comes with an automatic digital receipt, so you've got a paper trail without extra admin.

• Watch for the odd order out. A rushed, unusually large, or last-minute order from someone you don't recognise is worth a second look before you fulfil it. This is especially common during peak trading periods when fraudsters expect busy merchants to skip checks.

• Keep your Yoco account and device to yourself. Never share your PIN, password or one-time codes with anyone, including someone claiming to be from Yoco. Update who has access when staff leave. 

• Only ever buy Yoco devices from Yoco or an authorised seller. It's the surest way to know your hardware is genuine, and connected to your business. 

For device security, refund timelines, invoice requirements and more on how disputes are handled, see the full Yoco Fraud and Security Guide. 

Frequently asked questions

Is my money safe with Yoco?

Yes. Every payment is checked in real time, protected by encryption, and monitored by a dedicated fraud team around the clock. We also work directly with Mastercard and Visa on fraud prevention.

Does Yoco ever message me about a prize, bonus or surprise payout?

No. If you get a message saying you've won money from Yoco, it isn't from us. This is a very common scam in South Africa, and it's always fake. 

How do I know if a message, call or ad claiming to be Yoco is actually us?

Yoco will only ever contact you from an official @yoco.com email or our support line. We will never ask you for your PIN or password. If a message asks you to click a link to "claim" something, or asks for your card details, PIN or one-time code, it isn't us, whatever it looks like.

Someone used my Yoco account without my permission. What should I do?

Contact Yoco support straight away through the app so we can help secure your account. The sooner you flag it, the sooner we can act. 

I think I've sent money to someone pretending to be Yoco. What now?

Contact your bank immediately to see if the payment can be stopped or reversed, then report it to Yoco support so we can flag the scam and warn other merchants.

If a customer disputes a sale, do I automatically lose the money?

No. Yoco reviews every dispute, and where you have evidence the sale was genuine, like proof of delivery or a clear invoice, we use it to challenge the dispute rather than refund it automatically.