VeloraPay’s operating model is built for scale-with-efficiency: automate the routine, reserve human support for where it protects retention, and outsource capital-intensive functions such as hardware manufacture.

Merchant support

Support is delivered through a 24/7 omnichannel model combining WhatsApp, an AI chatbot for first-line resolution, phone support and email. The AI layer handles high-volume routine queries at near-zero marginal cost, while human agents — reachable via WhatsApp and in-app chat — handle the technical and relationship issues that, left unresolved, drive churn. Support quality is treated as a retention lever, not a cost centre.

Distribution and logistics

Devices reach merchants through three channels: direct online sales with courier fulfilment, retail partnerships, and a field agent network for informal and rural reach. The R90 million hardware-inventory allocation funds the import, warehousing and forward-positioning of devices so that acquisition is never supply-constrained.

Hardware supply chain

Smart POS terminals are manufactured under supply agreements with established Chinese OEM and Android POS providers. This asset-light approach lets VeloraPay control specification and cost, scale volume flexibly, and avoid the capital and execution risk of in-house manufacturing — while retaining the option to dual-source to manage currency and supply-chain risk.

Key operational assumptions