Sending money through M-Pesa has become a common practice in Kenya. However, mistakes can happen, especially when sending money to a till or paybill number.
If you find yourself in this situation, don’t worry! This guide will provide you with a clear and concise step-by-step process on how to reverse an M-Pesa transaction sent to the wrong till or paybill.
Understanding the M-Pesa Reversal Process
Before diving into the steps, it’s essential to understand that reversing an M-Pesa transaction sent to a wrong till or paybill is different from reversing a transaction sent to a mobile number.
The process involves several steps and requires communication with Safaricom’s customer care.
Step-by-Step Guide to Reverse M-Pesa Sent to Wrong Till or Paybill
Contact Safaricom Customer Care
Dial 234 or 100: Reach out to Safaricom’s customer service immediately after realizing the mistake.
Explain Your Situation: Clearly state that you need to reverse a transaction sent to the wrong till or paybill number.
Safaricom Holds the Funds
Funds are Secured: Once you report the issue, Safaricom will hold the funds in the incorrect till number to prevent unauthorized use.
Confirmation from the Wrong Till Owner
– **Verification Process**: Safaricom will contact the owner of the wrong till to confirm whether they received the funds and if any service was provided to you.
Step 4: Await a Callback from Safaricom
Stay Available: After the verification, Safaricom will call you back to discuss the outcome.
Confirm Service Status: If you did not receive a service, inform them during this call.
Funds Returned Within 72 Hours
Reversal Acceptance: If the merchant agrees to the reversal, your funds will be returned to your M-Pesa account within 72 hours.
Monitor Your Account: Keep an eye on your M-Pesa balance to confirm the return.
Reporting to Authorities if Reversal Fails
Merchant Refusal: If the merchant refuses to accept the reversal, Safaricom will advise you to report the matter to the police.
Document Everything: Keep records of your transaction and communications for reference.
Tips to Avoid Future Errors
Double-Check Details: Always verify the till number and recipient’s name before sending money.
Use M-Pesa App: Utilize the M-Pesa or Safaricom app to confirm the name associated with the paybill or till number.
Legal Consequences for Merchants
Merchants who refuse to reverse erroneous M-Pesa payments may face legal repercussions, including fines of Kshs 200,000 or a two-year jail term. This serves as a reminder for businesses to take reversal requests seriously.
Reversing an M-Pesa transaction sent to the wrong till or paybill may seem daunting, but following these steps can help you recover your funds efficiently.
Always remember to verify details before making transactions to avoid future inconveniences. If you encounter any issues, don’t hesitate to visit a Safaricom Customer Care center for assistance.
With this guide, you are now equipped to handle M-Pesa reversals confidently!
