How to Implement
Guidance
Put in place an independent dispute arbiter.
The Scheme establishes an independent body to be a final arbiter (an Ombudsperson) of disputes between DFSPs and between DFSPs and customers when they are unable to determine whether a fraud has occurred or to determine liability. The arbiter includes women staff and makes it easy for a woman end user to reach those staff, if preferred.
Mandate fraud detection and management requirements for DFSPs.
The Scheme rules mandate that DFSPs should have processes or tools in place to capture and analyze transaction data to identify patterns that may indicate a transaction is suspicious and assign a risk score to indicate the likelihood that it may be suspicious.
Provide tools for funds refunds in cases of fraud.
The Scheme rules should also specify how funds are returned in the case of a confirmed fraudulent payment. Separate identification allows these transfers to be differentiated from other instant payments and also allows for tracking and analysis of the volume and value of confirmed frauds in the Inclusive IPS.
Provide risk management rules and tools.
The Scheme should support DFSPs by providing clear and detailed rules on strong risk management processes, providing tools for DFSPs to use, and sharing data and information to enable the tools and operational controls to be most effective.
Share data on fraudulent payments.
The Scheme rules promote continuous improvements in fraud mitigation by ensuring that DFSPs share data on confirmed frauds in on-us and off-us transactions.
Require complaint and resolution mechanisms by DFSPs.
The Scheme requires DFSPs to provide complaint and dispute resolution mechanisms for end users that are clearly communicated through various methods that include video and voice tools in local languages, are easy to find and to use, are freely available, and are appropriate to all end users in the local context.
Apply fraud definitions framework.
The Scheme provides a framework for defining fraud types that is used by DFSPs when sharing data on confirmed frauds.
Require DFSP controls on internal fraud.
The Scheme requires DFSPs to implement controls designed to prevent a DFSP employee from perpetrating fraudulent payments.
Why It Matters
This provides a set of standards to keep the Inclusive IPS safe and sound by preventing fraud from occurring in the first place, and if it does, to minimize its impact.
Seeing More Clearly
Select a lens to learn the “why” this practice.
Women’s Inclusion
Women face higher incidences of being defrauded, often have lower levels of fraud prevention training, and have an overall lower level of trust in digital payments. They especially benefit from Scheme rules that set strong fraud mitigation requirements for DFSPs.
Fraud Mitigation
Regulatory guidelines are helpful in highlighting expectations for strong fraud management, but they do not usually define DFSP requirements for participating in specific payments system (exceptions exist). The Inclusive IPS’ Scheme rules play a key role in providing that specific guidance and raising the bar on risk management and contributing to end user trust in the system.
Tools
Market Illustrations
Learn from design choices in action.
Global Approaches to Alias Addressing
Country
Multiple
Challenge
Not all users are comfortable with or have access to any given alias type, and women are more likely to encounter limitations because of privacy concerns and technology access.
Outcome
As a result of Inclusive IPS supporting multiple alias options, end users can use the alias they feel most comfortable with.
Gatekeeper Engagement from TEB Bank Turkey and Jazz Cash Pakistan
Country
Turkey, Pakistan
Challenge
DFSPs in each country recognized the impact of gatekeepers on women’s financial inclusion.
Outcome
Through targeted engagement campaigns, providers have challenged traditional gender norms related to financial inclusion.
Representative Communications Example from Pakistan
Country
Pakistan
Challenge
In Pakistan, women’s adoption of digital financial services lags men’s, with only about 10–15% of JazzCash users being women.
Outcome
Targeted SMS campaigns led to a 34% increase in account opening referrals, particularly by women.
Financial Capability Initiative Led by IPS: Jordan’s JoPACC
Country
Jordan
Challenge
Despite advancements in Jordan’s digital payment payments, financial inclusion remains a challenge, particularly among smallholder farmers and rural vendors.
Outcome
A targeted intervention campaign at the National Olive Festival led to higher digital payment usage, supporting financial inclusion goals.
Digitalizing Female Garment Worker Salary Payments in Bangladesh with HerProject
Country
Bangladesh
Challenge
In Bangladesh, female garment workers faced major barriers to digital financial inclusion, including low digital literacy, restrictive social norms, and limited access to mobile financial services and mobile phone devices.
Outcome
As a result of digital literacy training and social norms interventions, many women began actively using their accounts for savings and transactions beyond wage receipt, indicating stronger engagement with formal financial services.
Building Financial Capability in G2P Payments in Zambia
Country
Zambia
Challenge
Women in Zambia’s poorest communities faced limited financial literacy, low participation in formal financial systems, and barriers to accessing and using financial products, which constrained their ability to save, invest, and manage payments effectively.
Outcome
100% of Zambia Girls’ Education and Women’s Empowerment Livelihoods Project participants use digital payments to receive their GEWEL benefits.
Rethinking the POS through Audio Notifications To Make User Interfaces More Inclusive
Country
India
Challenge
Consumers and merchants require a confirmation to ensure that a merchant transaction has been completed successfully, and must both be aware of this notification simultaneously in order for it to be effective.
Pix Scheme Rules Set Minimum Requirements for Notifications
Country
Brazil
Challenge
Users may experience transaction failures or delays for a variety of reasons.
Outcome
Through Pix’s required notifications, users clearly understand why something has gone wrong and what might happen as a result.
Pix Randomized Key Alias
Country
Brazil
Challenge
In designing Pix, the Brazilian central bank recognized the need to offer a variety of alias options
Outcome
The randomized key is the most used alias, with the key representing 49% of total registered aliases
Certainty of Payee in UPI (India)
Country
India
Challenge
Users must have a way to ensure that they are sending funds to the correct recipient.
Outcome
UPI offers a clear, consistent way to ensure that funds are sent to the correct recipient.
Certainty of Payee Flow in Pix (Brazil)
Country
Brazil
Challenge
Users must have a way to ensure that they are sending funds to the correct recipient.
Outcome
Pix offers a clear, consistent way to ensure that funds are sent to the correct recipient.
Complaint and Funds Refund Mechanism in Brazil
Country
Brazil
Challenge
Pix recognized that some potential and existing users of the IPS were concerned about using the system for fear of experiencing fraud and loss of funds.
Outcome
Pix’s Special Mechanism for Return is used extensively, although recovery of funds tends to be limited. Further improvements are planned.
Related Resources
From the Community
Helpful resources from other organizations on implementing this practice.
Explore more practices
Review other L1P practices and learn more about how to apply them to your IPS.
