Mpesa transactions have revolutionized the way people send and receive money in Kenya, providing a convenient and efficient payment solution.
However, mistakes can happen, and you might accidentally send money to the wrong number. Fortunately, Mpesa offers a reversal option to help you recover your funds.
In this guide, we’ll explore how to reverse Mpesa transactions, including the innovative Zuri option.
Are Mpesa Reversals Always Possible?
It’s crucial to understand that Mpesa reversals aren’t guaranteed. The success of a reversal depends on several factors:
- Transaction Type: Reversals are generally easier for person-to-person transactions. However, reversing payments made to pay bills or till numbers may require contacting Safaricom’s customer care.
- Time Since Transaction: The sooner you initiate the reversal process, the higher your chances of success.
How to Reverse Mistaken Mpesa Transactions
There are five primary methods to initiate a reversal on Mpesa:
1. Using SMS
This is the most common method for reversing transactions sent to the wrong number. Here’s how to do it:
- Forward the Mpesa Confirmation Message: Simply forward the confirmation SMS you received after sending the money to the number 456. This message contains all the necessary transaction details for the reversal.
- Response from Mpesa: You’ll receive a reply from “Reversal” confirming that your request has been initiated, and you’ll be updated within two hours.
2. Using the Mpesa App
If you prefer using the app, follow these steps:
- Open the Mpesa App: Log in to your Mpesa app and navigate to the “Transactions” section.
- Locate the Transaction: Find the transaction you want to reverse.
- Look for Reversal Option: Tap on the “Reverse Transaction” icon or option available.
- Provide Reason for Reversal: Briefly explain why you want to reverse the transaction (e.g., wrong number, wrong amount).
- Submit Request: Confirm your reversal request. You’ll receive a notification similar to the SMS method.
3. Using the mySafaricom App
You can also initiate a reversal through the mySafaricom App if the transaction was conducted on that platform. The steps are similar to those in the Mpesa App.
4. Chatting with Zuri
A new and convenient option is to request a reversal by chatting with Zuri, Safaricom’s chatbot, on WhatsApp. Here’s how:
- Save Zuri’s Number: 0722000100
- Start a Conversation: Open WhatsApp and initiate a chat with Zuri by typing “Hello.”
- Follow the Prompts: Zuri will guide you through the process. You’ll need to confirm your phone number, Mpesa PIN, and transaction details.
5. Contacting Safaricom Customer Care
If the above methods don’t work or if your transaction involved pay bills or till numbers, you can always contact Safaricom’s customer care for assistance. Have the recipient’s number, transaction code, and amount sent readily available.
Major Tips for Successfully Reversing Mpesa Transactions
- Act Quickly: The faster you initiate the reversal process, the better your chances of recovering your funds.
- Be Prepared: If you need to contact customer care, have all necessary details on hand, including the recipient’s number, transaction code, and amount sent.
- Processing Time: Be aware that processing a reversal can take up to 72 hours.
Before sending any Mpesa transaction, consider using the Hakikisha service. This free feature allows you to confirm the recipient’s name and/or number before completing the transaction, significantly reducing the chances of sending money to the wrong person.
