As Safaricom customers use the M-PESA platform for daily transactions, errors can occasionally occur.
A user may accidentally send money to the wrong recipient, pay into an incorrect paybill or till number, or, less commonly, withdraw cash from the wrong agent.
These errors can cause distress, especially when the money was intended for a loved one or to pay for essential goods and services.
Safaricom provides different ways to reverse wrong M-PESA transactions. This article explains the available options.
M-PESA Reversal through SMS
One way to initiate a transaction reversal is through an SMS service. To initiate the process, the customer needs to forward the original M-PESA transaction message to 456.
Once the message is received, the system automatically verifies several conditions, such as whether the request has been made by the sender or recipient of the funds, if the request falls within 24 hours of the transaction, whether the recipient has enough balance to allow a full or partial reversal, and if the recipient’s number is not blacklisted.
The system also checks that the maximum of three reversal attempts per transaction has not been exceeded.
After the verification, the customer receives an SMS confirming if the reversal request was successful and indicating the expected time it will take to complete the process.
Using the M-Pesa App
- Open the M-Pesa app and go to the “Transactions” section.
- Locate the incorrect transaction and tap the “Reverse Transaction” icon.
- Select the reason for reversal (e.g., wrong number, wrong amount).
- Submit the request. You’ll get a notification confirming the request, with updates within 2 hours.
Via mySafaricom APP
To reverse a transaction on the mySafaricom App, the payment must have been made through the app.
After completing the transaction, tap the Reverse Transaction icon and confirm the request.
Also Read: Complete Guide on How to Connect M-PESA to PayPal and Transfer Money Easily
You’ll receive a notification within two minutes that the reversal has been initiated, followed by an SMS from “Reversal.” Safaricom will then follow up with the recipient, and feedback will be provided within two hours.
Contact Safaricom Customer Care:
- Dial 100 (prepaid), 200 (postpaid), or 234 to speak with a customer care agent.
- Provide the transaction ID, recipient’s number, amount, and reason for reversal.
- Safaricom will investigate and contact the recipient. This process can take up to 72 hours.
Via Zuri Chatbot on WhatsApp:
- Save Zuri’s number: 0722000100.
- Start a WhatsApp conversation by typing “Hello.”
- Follow Zuri’s prompts, selecting the “Reverse” option and providing the transaction ID or pasting the entire transaction message.
- Confirm your M-Pesa details (e.g., PIN) to authenticate. You’ll receive a notification, and the recipient will be contacted for consent.
DIY Reversal (Do-It-Yourself)
A DIY (Do-It-Yourself) reversal allows you to reverse funds sent via M-PESA from the recipient’s account (Party B) back to the sender’s account (Party A) without needing to call customer care.
Alternatively, you can visit a Safaricom retail center or M-PESA agent with your national ID and the transaction message. The agents will initiate the reversal process by contacting Safaricom on your behalf.
Reversing Payments to Businesses or Till Numbers
However, reversing a payment made to a business or till number is slightly different and requires direct assistance from Safaricom’s customer care.
Also Read: How to Apply for M-PESA Till and Pay Bill Numbers
To begin this process, you should first gather all the necessary details, including the transaction ID, the incorrect paybill or till number, and the amount sent.
With this information ready, you can then contact Safaricom by calling 100 or 234, or by chatting with Zuri on WhatsApp via 0722000100. A customer care agent will guide you through the reversal process, which may take up to 72 hours to complete.
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