Safaricom has clarified why transaction fees are not refunded even when M-Pesa transfers are reversed.
When a money reversal is successful, the transaction cost is usually not refunded.
The clarification comes as users seek more information on the policies governing digital money transfers.
Safaricom Clarifies Transaction Fee Policy
Safaricom allows users to reverse money sent to the wrong numbers or till numbers, or to pay bills.
This is usually done by forwarding the message to 456 or calling the Safaricom customer care.
Also Read: Safaricom Explains Why Phone Numbers Are Redacted in M-PESA Statements
A user on X asked why Safaricom doesn’t reverse the transaction fee if the transaction is successful.
In response to the customer query, Safaricom explained that the transaction fee is not usually reversed because the initial transaction was technically successful.
The M-Pesa transaction fee is applied once the system completes the transfer, regardless of whether the funds are later reversed or returned to the sender.
“Jambo porschesv8, apologies, kindly the transaction fee for the original transaction is generally not reversed because the initial transaction was technically successful and the service was rendered,” stated Safaricom.
How to Reverse an M-PESA Transaction
Safaricom offers several ways to reverse incorrect M-PESA transactions.
M-PESA Reversal through SMS
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.
Also Read: M-PESA Guide on How to Join Shiriki Pay, Add Users, and Register a Beneficiary
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.
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.
