Kenya - How to Reverse M-PESA Transaction Sent to a Wrong Number

Advertisement

Procedure

• M-PESA is a mobile banking service that allows users to store and transfer money through their mobile phones. M-PASA registered customers can send money or transfer money to mobile numbers of both registered and unregistered M-PESA users, in the case where the sender sends money to the wrong mobile number, he/she can reverse the money transaction using the following methods;
  • Reversal via the M-PESA mobile APP
  • (M-PESA reversal via SMS to 456:
  • M-PESA reversal on the mySafaricom APP:
  • M-PESA reversal by Chatting with Zuri:

Apply via mobile Application
To request an M-PESA reversal on the M-PESA APP:

1. To be able to request the reversal on the M-PESA APP, the process must be initiated by the M-PESA customer himself/herself.
2. The transaction must have been done using the M-PESA APP in order to request a reversal from the APP.
3. The transaction must just have been concluded – reversal requests for historical transactions cannot be raised on the M-PESA APP.
4. Once the customer has completed a money transfer transaction and realizes it was erroneous, tap on the Reverse transaction icon on the M-PESA APP.
5. The customer will be presented with reasons why he/she wants to initiate the reversal.
   • Select the reversal reason  - e.g. wrong amount, wrong recipient, other, etc.
6. The reversal request will be submitted immediately, the customer will get a notification that the reversal request has been received and an update will be shared in 2 minutes.
7. Within a few seconds, the customer will be notified that the transaction reversal has been started, and an update will be shared within 2 hours. Safaricom will at this point begin engaging the 2nd party, for the reversal.
8. The customer is encouraged to check their messages for an update from the header “Reversal”
9. Once successfully reversed, the customer will receive feedback that the reversal has been successfully completed and the funds have been deposited to their M-PESA wallet.
10. Within a few minutes, the customer should check if the full amount has been reversed into their M-PESA account. No fees are charged for this service.

To request an M-PESA reversal via SMS to 456:

1. Once the customer has completed a money transfer transaction and realizes it was erroneous, he/she can reverse the transaction by sending the whole message to 456 immediately.
2. The customer will receive a response from “Reversal" that the request for a reversal has been started, and that an update will be shared within 2  hours by Safaricom customer service.
3. The customer is encouraged to check their messages for an update from the header “Reversal” on the status of the reversal.
4. Once successfully reversed, the customer will receive feedback that the reversal has been successfully completed and the funds have been deposited to their M-PESA wallet.
5. Within a few minutes the customer should check if the full amount has been reversed into their M-PESA account. No fees are charged for this service.

To request an M-PESA reversal on the mySafaricom APP:

1. To be able to request the reversal on the mySafaricom APP, the process must be initiated by the M-PESA customer himself/herself.
2. Once the customer has completed a money transfer transaction and realizes it was erroneous, tap on the Reverse transaction icon
3. The customer will be asked to confirm if they want to raise a reversal request.
4. The reversal request will be submitted immediately, the customer will get a notification message that the reversal request has been received for processing and an update will be shared.
5. Within a few seconds, the customer will be notified that the transaction reversal has been started, and an update will be shared within 2 hours. Safaricom will at this point begin engaging the 2nd party, for the reversal.
6. The customer is encouraged to check their messages for an update from the header “Reversal”
7. Once successfully reversed, the customer will receive feedback that the reversal has been successfully completed and the funds have been deposited to their M-PESA wallet.
8. Within a few minutes the customer should check if the full amount has been reversed into their M-PESA account. No fees are charged for this service.

To request an M-PESA reversal by Chatting with Zuri:

1. To request an M-PESA reversal from Zuri, Customers can save Zuri’s number – 0722000100. Go to Whatsapp to initiate a conversation with Zuri - type “Hello”.
2. Zuri will respond with our privacy policy, the customer is encouraged to read the “Terms and Conditions” before accepting.
3. Zuri will then respond with a number of options for customers to choose from e.g. Manage subscriptions, M-PESA Help, and Reversal, Loans and savings, Tunukiwa etc
   • Respond with option 2 – M-PESA Help and Reversal.
   • Respond with option 1 – Reverse.
4. Customers will be asked to type the M-PESA transaction code or copy-paste the entire message.
5. Customer should confirm their phone number
6. The customer will be asked to confirm their M-PESA details, by keying in their M-PESA PIN to authenticate that the mobile number the customer is using is indeed theirs.
7. The customer will get a notification on Whatsapp, that the reversal request has been received and an update will be shared shortly.
8. Safaricom will at this point begin engaging the 2nd party, for the reversal.
9. The customer is encouraged to check their messages for an update from the header “Reversal”
10. Once successfully reversed, the customer will receive feedback that the reversal has been successfully completed and the funds have been deposited to their M-PESA wallet.
11. Within a few minutes, the customer, the customer should check if the full amount has been reversed into their M-PESA account. No fees are associated with this service.

Advertisement

Required Documents

• No supporting documentation is required for this service.

Office Locations & Contacts

For Safaricom Support:
customers can call line 100 for prepaid, 200 for post-paid
Safaricom shop, outlet or care desk Location & Contacts to access various services

Communications Authority of Kenya -CA
Head Office
Address: Waiyaki Way, Nairobi
Kenya
P.o. Box 14448-00800, Nairobi
Kenya
Mobile: 0703 042000, 0730 172000
Tel: +254 (20) 4242000 2441081-4
Email: [email protected]
CA Regional Offices Contact Details
CA Website

Eligibility

• All registered Safaricom customers with an active M-PESA account, who have completed a money transfer transaction and realize it was erroneous, in either the following (Wrong recipient number or Amount sent)

Fees

• No charges apply.

Validity

Explain the time until which the certificate/document is valid.
e.g. Birth Certificate Valid Forever

Documents to Use

Please attach documents that can be used by people. e.g. links

Sample Documents

Please attach sample completed documents that would help other people.

Processing Time

• The time frame for completing the reversal transaction is within 3 hours.

Related Videos

Videos explaining the procedure or to fill the applications.
Attach videos using the following tag <&video type='website'>video ID|width|height<&/video&> from external websites.
Please remove the '&' inside the tags during implementation.
Website = allocine, blip, dailymotion, facebook, gametrailers, googlevideo, html5, metacafe, myspace, revver,
sevenload, viddler, vimeo, youku, youtube
width = 560, height = 340, Video ID = Can be obtained from the URL of webpage where the video is dkisplayed.
e.g In the following url 'http://www.youtube.com/watch?v=Y0US7oR_t3M' Video ID is 'Y0US7oR_t3M'.

Instructions

Please provide other instructions related to the certificate/documents.
e.g. The state office holds birth records since January 1908.

Required Information

• Customer M-PESA PIN
• Customer registered mobile number
• Reason for the reversal
• SMS message of the transaction

Need for the Document

• This is the process of reversing an M-PESA money transaction by an M-PESA registered customer upon realizing an error in either the following (Wrong recipient number or Amount sent).
• M-PESA is a mobile banking service that allows users to store and transfer money through their mobile phones

Information which might help

Enter other information which might help.

Other uses of the Document/Certificate

Please explain what are other uses for obtaining this document/certificate.
e.g. Birth Certificate can be used as proof of identity.

External Links

Communications Authority of Kenya -CA

Others

More information which might help people.