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Isn’t it incredibly cool that today, you can leave the house with just your phone; no wallet, no cash and still manage to do your shopping?

This here is the power of Lipa na M-PESA…a wallet that is your phone. If you have used the service before, you must be aware of its convenience.

Today, we would like to focus on what happens when, say for instance, you have paid to the wrong Lipa Na M-PESA Till number or paid yet no service was offered. Too confusing? Let us put it this way, you have used Lipa Na M-PESA and for whatever reason, you want your money back.

In most cases of this nature, customers normally contact the business owner for assistance in the reversal of the money. If this takes a while, some customers do contact us. Once contacted, we raise a service request and give the customer a 24 hours SLA. We then contact the recipient business requesting for reversal within the promised 24 hours. Sometimes, request to the business might take days or even months to be actioned.

That is so because there is always a need to establish that indeed the customer’s request is genuine – that the paid business did not meet its end of the deal or received money intended for another Lipa Na M-PESA till.

Though the reversal may take a while, all genuine reversal requests are always actioned.

Do you have an opinion on how Lipa na M-PESA can be improved to serve you better? Let us take the discussion to the comments section.

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17 responses to “Your Reversal Request has Been Actioned”

  1. Solomon Kiura says:

    there was a time a paid a bill to Kenya power to be exact and put in the wrong account number. I had to go to Kenya power to revert the payment. if there was a simpler way to revert any payment done wrongly even without contacting customer service, it would be really good e.g you put the wrong till number/acc number you just use your phone with simple instructions, just the simple same way you would buy bundles or access bank account. the duration of reversal would still remain the same because as a business you have to check if reversal is genuine.

    • Thanks Solomon, your views are well captured.

      • Nyakiny says:

        I am the owner and manager of my money. Why consult the business to reverse my money. I think it is only fair that the reversal become immediate.

        • Hi, Nyakiny.

          There is always a need to establish that indeed the customer’s request is genuine – that the paid business did not meet its end of the deal or received money intended for another Lipa Na M-PESA till.

        • Churchill says:

          Imagine a situation where you are the business owner. You render services to a client who pays through LNM & after a while they contact customer care for reversal… Would you wish the money is reversed without safaricom contacting you to confirm if it’s true?

  2. Maina Mumbi says:

    I think the best way is to let the name of the business pop up before the payments is done this should also apply to Mpesa to avoid sending to wrong numbers.

  3. Baba Ibbie says:

    Lipa na Mpesa is one of the best innovation that Safaricom blessed Kenyans with. We are heading to future where everything will be connected i.e the internet of things.Facebook’s Aquila Drone Will Beam Down Internet Access With Lasers to earth, making it possible for even guys in the remote areas to access internet. Future innovations like this are on the way, don’t rule out Bill Gates ( he is cooking something) and oh Facebook might start an application for its users to be able to send money among Facebook friends. With that said, Lipa na Mpesa should starting moving from phones/ mobile based platform to a web based application. Look at banks now, internet banking is raising, where is Mpesa on the internet. Apart from checking 6 Months transactions reports, I want also to login in with My ID and make transactions, i want to login to Mpesa online(M-online) and cancel a transaction that i have wrongly send to a phone number. And yes I want to be to have a joint mpesa account with my family so that we can bank, transact and save together. Before i forget, I want Mpesa to start something like an Harambee Mpesa, where relatives or friends can be able to changa money at least to reduce the transaction charges. Cheers!

    • Zacchaeus says:

      Safaricom are doing good enough to protect their customers. About the
      innovation, I know there are there but all loopholes have to be covered
      before the product is used by the consumer. My grandmother uses Mpesa, I
      can imagine her going to cyber at shags ati afanye transaction!
      Applications use internet- fast internet. How many shags in Kenya have
      3G in their handsets? How many own Adroind phones or other related
      gadgets. Even those who have them, check what Applications they have
      installed. I once tried using my smartphone while at the countryside and
      it took ages to load- 2G. Cyber cervices were even worse with everyone
      peeping to see what am doing.

      • Baba Ibbie says:

        I concur, but my point is this. Innovations is not mostly about now rather than the future. Right now your grandmother can not to go to a cyber cafe in shags and make a transaction, guess what mine too. But in the future, God willing I become a grandfather, I will be able to make transaction on my internet phone or mobile app or in a cybercafe. For future fast internet, for future easy money transaction, Innovations start now,systems perfection starts now. If we wait till we are 50 years old believe you me, another technology would have taken over. So Safaricom, just like they have given us The Box, they should give us Mpesa online transaction. Cheer!!

  4. Muli E.M® says:

    I am of the idea that because the LIPA na MPESA has grown and its mature, we can get a card of the same incase your phone is lacking charge you can still transact.
    Also consider a smartphone App to do the same.

    Rgds,
    Muli

    • Zacchaeus says:

      I think Safaricom are doing good enough to protect their customers. About the
      innovation, I know there are there but all loopholes have to be covered
      before the product is used by the consumer. My grandmother uses Mpesa, I
      can imagine her going to cyber at shags ati afanye transaction!
      Applications use internet- fast internet. How many shags in Kenya have
      3G in their handsets? How many own Adroind phones or other related
      gadgets. Even those who have them, check what Applications they have
      installed. I once tried using my smartphone while at the countryside and
      it took ages to load- 2G. Cyber cervices were even worse with everyone
      peeping to see what am doing.

  5. jamtech kanyeria says:

    the person who receive the money should produce the customer id number if its genuine if not transaction should be
    reversed.

  6. josphat says:

    I made a mistake of sending cash to a wrong pay bill number on march
    Till todate u avent reversed the money. O asked for the contacts for the company. U r nt willing to disclose the number. Whats wrong with u. On my own opinion,if a customer raises such issue. U should reverse the money bt dont credit customer’s account or the pay bill account untill u confirm first frm the owner of the account. In case the customer is nt genuine,then let the follow the legal process,while u still hold the money. So please can u assist me. 0713345435

  7. waheire says:

    Hey.
    To avoid such a situation probably there could be a dropdown menu displaying various options displaying names.since every till number is registered under a certain business it could display the names of the business.eg till no 12345 is reg to mama mboga kiosk..as i type 123 it should show on the drop down the names of business close to that till no. where den i would select mama mboga and it would auto fill the till no.

  8. Zacchaeus says:

    To simplify this headache once and for all, I advice Safaricom to allow Bitcoin transactions through their platform and. This is because platforms used by Safaricom to transfer money can handle Bitcoin Transfer. I am forced to use other services from other countries to make local transaction. The good thin about Bitcoin is that all, I mean every translation is recorded and visible to the the public through Blockchain.info

    Now that Bitpesa is in Kenya market, I use their services but I would trust Safaricom more with that kind of service. Technology is now simpler that you even send money with a nickname, email, or any name of your choice. This avoids the confusions of numbers.

    Lastly, Safaricom, please join with PayPal. Do everything possible so that we do not have to wait for banks to do the transfers for 5 working days. You know what I mean, “banks” take 5 or more days to exchange $ to KES ! Waiting for a 5 days transaction to complete yet it is your money…

    Thanx

  9. Malombe says:

    To avoid this delay give dealers rights to reverse transactions immediately if done to the wrong number. You can restrict this to registered dealers only as they already have account with you & they cant risk fraud.

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