Resources
Media Guide
A practical explainer for media guide in South African payments, including customer messaging, screenshots, and channel wording that avoids confusion.
Screens, captions, and payment names
Media Guide explains how to present payment instructions in customer-facing channels without causing extra confusion. It covers wording, screenshots, and message formats for South African payment methods such as Instant EFT and PayShap.
A Media Guide for payments starts with what the customer sees on screen and in messages. It should show the exact payment name, the approved logo, and the wording used in checkout, email, WhatsApp, and support replies. For South African methods, that matters because Instant EFT, PayShap, and DebiCheck solve different jobs and should not be described as if they are interchangeable.
Screenshot order matters more than most teams expect. Include the first instruction screen, the reference field, and the final status wording so staff know what to save and what to question. That record helps when finance checks proof later and when customer support needs to explain why a payment cannot be treated as settled yet.
What the guide contains
Build the pack around customer-facing material, not internal jargon. That usually means logo usage notes, sample captions, approved payment labels, screenshot examples, and short warnings about common mix-ups. A useful guide also separates what the customer must do from what your team must verify before releasing goods, access, or service.
Link the Media Guide to the matching operational notes before changing wording across channels.
- Approved labels for each payment method
- Screenshot sequence for customer instructions
- Channel wording for email and WhatsApp
Checks for South African payment messaging
South African payment behaviour affects how guidance should be written. A customer may use a bank app, a desktop browser at work, or a store counter where staff repeat the instructions aloud, so the wording must stay clear across each setting. Teams in Johannesburg, Durban, and Cape Town often need one standard message that still works when branch staff, warehouse staff, and online support all refer to it.
Use names customers recognise from their bank screens and avoid invented labels. Load-shedding, weak mobile signal, and rushed checkout flows can lead to partial screenshots or missing references, so the guide states exactly which proof is acceptable. Where dispatch cut-offs or collection rules apply, the customer message should explain verification in plain English rather than implying every successful attempt is final settlement.
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Examples worth keeping on file
Create a Media Guide that shows the right logos, payment names, and plain-English descriptions so Instant EFT, PayShap, and DebiCheck are not mixed up.
Keep a small set of current examples for each payment method your business offers. Good examples include a checkout button label, a payment instruction email, a support message for a missing reference, and a screenshot showing the status text staff should look for. Review them whenever bank wording, logos, or payment options change so old material does not reintroduce confusion.