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Digital collections

M-Pesa first recovery with STK prompts, C2B receipt matching, manual queue and write-off triage.

M-Pesa callbacks liveCommand center Limits

Today's collection rate

75.2%

▼Ksh 7,991,000 of Ksh 10,620,000

Due today

Ksh 10,620,000

—7,335 loans in DPD bands

Outstanding

Ksh 46,500,000

▼digital DPD exposure

STK pushes

6,871

▲automated prompts today

Manual queue

4

▼1 high-risk

Write-off candidates

3

▼Ksh 50,300

DPD buckets

75.2%

0-7 DPD

4,821 loans / Auto STK plus C2B matching

90.0%

Ksh 18,400,000 outstanding / 4,630 STK pushes100.0%

Value: 18400000
Max: 18400000

Due today
Ksh 5,900,000

Collected
Ksh 5,310,000

Collection
90.0%

8-14 DPD

1,320 loans / Retry STK and WhatsApp reminder

73.3%

Ksh 9,700,000 outstanding / 1,196 STK pushes52.7%

Value: 9700000
Max: 18400000

Due today
Ksh 2,100,000

Collected
Ksh 1,540,000

Collection
73.3%

15-30 DPD

764 loans / Manual promise-to-pay review

56.0%

Ksh 8,100,000 outstanding / 688 STK pushes44.0%

Value: 8100000
Max: 18400000

Due today
Ksh 1,420,000

Collected
Ksh 795,000

Collection
56.0%

31-60 DPD

312 loans / Officer queue and hardship check

34.0%

Ksh 6,200,000 outstanding / 284 STK pushes33.7%

Value: 6200000
Max: 18400000

Due today
Ksh 780,000

Collected
Ksh 265,000

Collection
34.0%

60+ DPD

118 loans / Write-off and legal recovery triage

19.3%

Ksh 4,100,000 outstanding / 73 STK pushes22.3%

Value: 4100000
Max: 18400000

Due today
Ksh 420,000

Collected
Ksh 81,000

Collection
19.3%

Automated M-Pesa STK push

Retry policy on

STK sent

6,871

automated prompts issued today

healthy

STK accepted

5,908

customer accepted prompt

healthy

STK paid

4,744

posted repayment events

healthy

Timed out

318

queued for retry window

watch

Failed

142

insufficient funds or cancelled

watch

Callback p95

2.4s

Daraja result callback lag

info

Daraja posting contract

Successful STK callbacks post repayment confirmations; failed callbacks enter retry or manual reconciliation, while C2B paybill receipts remain the final ledger evidence.

Manual queue

4 cases

Borrower	DPD	Due	Reason	Next action	Owner
Naliaka W. DNL-2407-0916 / 254701553198	12	Ksh 2,500	STK accepted but C2B receipt not posted	Reconcile checkout request and call borrower	Njeri
Kiptoo S. DNL-2407-0915 / 254722880411	19	Ksh 11,400	Velocity flag and failed STK retry	Hardship screen before restructuring	Otieno
Wanjiru N. DNL-2407-0914 / 254745330920	37	Ksh 3,900	SIM swap hold after missed payment	Verify identity before new prompt	Amina
Mwangi T. DNL-2407-0886 / 254733009114	6	Ksh 1,800	WhatsApp reminder delivered, no STK response	Send evening retry and USSD nudge	Brian

Write-off candidates

Ksh 50,300

Barasa E.

WO-3101 / DNL-2312-4421

126 DPD

Outstanding
Ksh 18,400

Recovered
Ksh 2,400

Recovered 11.5%11.5%

Value: 0.11538461538461539
Max: 1

C2B receipt 2026-06-18

Approve write-off, retain C2B watch

Koech L.

WO-3094 / DNL-2401-1088

98 DPD

Outstanding
Ksh 9,100

Recovered
Ksh 1,600

Recovered 15.0%15.0%

Value: 0.14953271028037382
Max: 1

STK failed 2026-07-09

Final manual call before write-off

Adhiambo P.

WO-3089 / DNL-2311-7702

143 DPD

Outstanding
Ksh 22,800

Recovered
Ksh 0

Recovered 0.0%0.0%

Value: 0
Max: 1

No receipt after 60 days

Write-off candidate, fraud review clean

Collections controls

M-Pesa first

STK sequence

Retry windows avoid customer harassment and stop after accepted C2B receipt.

C2B evidence

Paybill confirmation is idempotent and reconciled to the loan account reference.

Manual escalation

Manual cases need reason, next action, owner and borrower contact trail.

Write-off pack

Candidates require M-Pesa event history, recovery attempts and fraud clearance.