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KINGDOM OF ESWATINI Oya Ardic Alper, Nenad Bosilijic, Ajai Nair © 2025 International Bank for Reconstruction and Development / The World Bank1818 H Street NWWashington DC 20433Telephone: 202-473-1000Internet:www.worldbank.org This work is a product of the staff of The World Bank with external contributions. The findings, interpretations, andconclusions expressed in this work do not necessarily reflect the views of The World Bank, its Board of ExecutiveDirectors, or the governments they represent. The World Bank does not guarantee the accuracy, completeness, or currency of the data included in this work and doesnot assume responsibility for any errors, omissions, or discrepancies in the information, or liability with respect to the useof or failure to use the information, methods, processes, or conclusions set forth. The boundaries, colors, denominations,links/footnotes and other information shown in this work do not imply any judgment on the part of The World Bankconcerning the legal status of any territory or the endorsement or acceptance of such boundaries. The citation of worksauthored by others does not mean the World Bank endorses the views expressed by those authors or the content oftheir works. Nothing herein shall constitute or be construed or considered to be a limitation upon or waiver of the privileges andimmunities of The World Bank, all of which are specifically reserved. The material in this work is subject to copyright. Because The World Bank encourages dissemination of its knowledge, thiswork may be reproduced, in whole or in part, for noncommercial purposes as long as full attribution to this work is given. Any queries on rights and licenses, including subsidiary rights, should be addressed to World Bank Publications, The WorldBank Group, 1818 H Street NW, Washington, DC 20433, USA; fax: 202-522-2625; e-mail:pubrights@worldbank.org. Cover photo: © Prescott Horn, Unsplash Table of Contents AcknowledgementsiiAcronyms and AbbreviationsiiiExecutive SummaryvIIntroduction1IIRetail Payments Ecosystem32.1Retail Payments Infrastructure52.2ICT and Ancillary Infrastructure102.3Financial Access112.4 Digital Payments Market Development12IIILegal and Regulatory Framework for Retail Payments17IVThe Electronic Payment Acceptance Landscape214.1Issuance of Electronic Payment Instruments234.2Merchant Acquiring Landscape234.3Economics of Acceptance244.4Tax Reporting Processes for Merchants254.5Merchant Segmentation and Onboarding Process254.6Use of Incentives to Drive Usage of Electronic Payments26VRecommendations28 Annex 130 Acknowledgements The report was prepared by Oya Ardic Alper and Ajai Nair, Senior Financial Sector Specialists, and NenadBosiljcic, Consultant, under the guidance of Consolate Rusagara and Harish Natarajan, Practice Managers.Marco Nicoli and Karol Karpinski, Senior Financial Sector Specialists, provided their peer-review comments.Nomagugu Goodness Khumalo (Team Assistant) provided administrative support to the assessment missionand validation workshop. Sandra Jenkins and Marcy Gessel of Publications Professionals LLC copyedited thereport and Bruna Simoes designed the report for publication. The authors would like to recognize the Central Bank of Eswatini for championing this agenda, facilitating theassessment, and providing review inputs. Thanks are due in particular to Felicia Dlamini-Kunene, Deputy Gov-ernor; Gama Sabelo, Deputy Director, Payment Systems; and Shongwe Fikile, Lead Specialist, Payment SystemOversight. The authors express their gratitude to the public and private sector stakeholders consulted for their coop-eration and engagement during the assessment mission and the validation workshop. The full list of entitiesconsulted is included in Annex 1. Finally, this assessment could not have been undertaken and the report produced without the support of theEuropean Union. The authors would like to acknowledge the support provided by Luis Miguel Pascoal, Pro-gramme Officer, Private Sector Development, Business Climate, Sustainable and Inclusive Growth,Delegationof the European Union to the Kingdom of Eswatini. Acronyms and Abbreviations Executive Summary This report summarizes the findings from the electronicpayment acceptance (EPA) assessment conducted forEswatiniin May 2024 and makes recommendationsforthe consideration of the authorities.The reportleveragesthe EPA methodology and indicators fromtheEPA Assessment Guide developed by the WorldBankto analyze the barriers,as well as the overallmarket dynamics, within the retail payment ecosystemcontributing to acceptance of electronic payments bymerchants, particularly small merchants. The assessmentteam presented its preliminary findings to the industrystakeholders at a workshop organized in March 2025,and incorporated the feedback they received during theworkshop into the report. 4.Lack of customer-centric products for consumersincludingbasicaccounts1andsimplifiedonboarding5.Insufficient awareness and understand