Challenge
MozShop is the largest e-commerce platform in Mozambique, with more than 180 000 registered buyers across the country. As transaction volumes grew, so did exposure to checkout fraud — compromised accounts and unauthorised payments represented significant monthly losses. At the same time, cart abandonment rates were high: customers dropped off before completing payment because the process was slow and unreliable. Order confirmations were sent by email, which most customers did not check regularly.
Solution
MozShop integrated katembe to add OTP verification via SMS at each checkout session. When the customer confirms payment, they receive a one-time code on their mobile phone that must be entered before the transaction is processed. For customers in areas with limited data coverage, the system automatically falls back to a voice call with the code read aloud. After payment confirmation, an SMS is automatically sent with the order summary and estimated delivery date — replacing the confirmation email.
Results
Since the implementation, MozShop has recorded a 35% reduction in cart abandonment at the payment step, attributed to greater customer confidence in the checkout process. The OTP delivery rate reached 99.2% thanks to automatic fallback to voice. Completed purchases increased 28% in the first quarter after launch, and fraud complaints fell to less than 0.1% of total transaction volume.