Safaricom customers using M-PESA to send money can easily make mistakes in their transactions. This can involve sending money to the wrong recipient, which may require a reversal.
While the process is possible, acting quickly greatly improves the chances of getting your money back.
These errors can happen to anyone, including customers sending funds while abroad. Ordinarily, such an experience can be stressful. However, a quick approach, including reporting the error and providing accurate transaction details, increases your chances of recovering the funds.
How to Recover M-Pesa Sent to the Wrong Number While Abroad
The following are steps customers can follow to recover money sent to the wrong recipient:
DIY Reversal via SMS (456)
This applies only to Safaricom-to-Safaricom transfers and to airtime purchased for someone else.
- How it works:
- Forward your original M-Pesa message to 456
- Safaricom checks if the reversal is allowed
- You receive an update confirming whether the reversal will proceed
Requirements:
ADVERTISEMENT- Must be requested within 24 hours
- The sender or the recipient must initiate it
- The recipient must have enough balance
- Up to 3 attempts allowed
- Recipient must confirm the reversal by forwarding a follow-up message (if prompted)
Also Read: Safaricom Adds M-PESA Feature Allowing Users to Buy and Sell NSE Shares Directly
Zuri Chatbot (WhatsApp)
Affected customers can also initiate the reversal process using the Safaricom Zuri Chatbot on WhatsApp.
To reverse, select M-PESA Help and Reversal from the menu and enter the M-PESA transaction code or the entire transaction SMS message in the chat.
Thereafter, a prompt will appear to confirm identity.
A confirmation notification will appear in the chat to confirm receipt of the reversal request. Safaricom will then contact the recipient for consent before finalizing the reversal.
If the recipient refuses to return the funds after 72 hours, under the constitution, an individual will be required to involve someone in Kenya to file a police report on their behalf to facilitate further legal action against the recipient.
How to Contact Safaricom Customer Care While Abroad
If automated reversal options don’t work while abroad, you can contact Safaricom’s customer care directly by phone number, email, or social media.
Also Read: Absa to Appoint M-PESA Managing Director as He Leaves Safaricom
Contact details:
- Phone: International users can call 0722 002 100 for PrePay accounts or 0722 002 200 for PostPay accounts.
- Email: One can send a detailed email, including the transaction ID, amount, date, and the incorrect recipient’s number, to help in the reversal process
- Social media: Reaching Safaricom via their social media channels will also help with the reversal process.
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