How to Reverse an M-Pesa Transaction: A Step-by-Step Guide

How to Reverse an M-Pesa Transaction: A Step-by-Step Guide

M-Pesa has transformed the way people in Kenya and beyond conduct financial transactions. However, mistakes can happen — you might accidentally send money to the wrong number or enter the wrong amount. Fortunately, M-Pesa provides several methods to reverse erroneous transactions. In this guide, we’ll cover the key methods to initiate an M-Pesa reversal, and important tips to improve the chances of success.

Are M-Pesa Reversals Always Possible?

It’s important to understand that while M-Pesa reversals are possible, they are not always guaranteed. The success of a reversal depends on factors such as:

• Transaction Type: Reversing person-to-person transfers is generally easier than reversing payments made to businesses, such as Paybill or till numbers.
• Time Since Transaction: The sooner you act after realizing the error, the higher the chances of a successful reversal.

How to Reverse Mistaken M-Pesa Transactions

There are several methods to reverse an M-Pesa transaction. Below are the five main options:

1. Reversing via SMS (Most Common Method)

If you’ve sent money to the wrong number, you can initiate a reversal via SMS. Here's how:

• Forward the M-Pesa confirmation message: After sending money, you’ll receive an SMS confirmation. Forward this message to 456. The confirmation message contains all the necessary details for initiating a reversal.
• Await a response: You will receive a response from “Reversal” confirming that your request has been initiated. The reversal process typically takes up to 2 hours.

2. Using the M-Pesa App

If you prefer using the M-Pesa app, follow these steps:

• Open the M-Pesa App: Log in and go to the “Transactions” section.
• Find the transaction: Locate the transaction you wish to reverse.
• Tap “Reverse Transaction”: Select this option and provide a brief reason for the reversal, such as sending money to the wrong number or the wrong amount.
• Submit the request: You will receive a notification confirming that the reversal request has been initiated.

3. Using the MySafaricom App

Reversing a transaction via the MySafaricom app is similar to the M-Pesa app process. If you completed the transaction using the MySafaricom app:

• Log in and navigate to the “Transactions” section.
• Select the reversal option for the specific transaction.
• Provide a reason and confirm your request.

4. Chatting with Zuri (Safaricom’s Chatbot)

Zuri, Safaricom’s chatbot, offers a convenient way to request a reversal via WhatsApp. Here’s how to do it:

• Save Zuri’s number: Save 0722000100 to your contacts.
• Initiate a chat: Open WhatsApp and start a conversation with Zuri by typing “Hello.”
• Follow the prompts: Zuri will guide you through the reversal process. You’ll be asked to provide the transaction details and confirm your M-Pesa PIN.
• Wait for confirmation: You’ll be notified once the reversal request is initiated. Safaricom will then engage the recipient to proceed with the reversal.

5. Contacting Safaricom Customer Care

If the above methods don’t work, or if your transaction involves a Paybill or till number, contact Safaricom’s customer care for assistance. You can reach them by dialing 100 or visiting a Safaricom retail shop.

Tips for Successful M-Pesa Reversals

To improve the chances of successfully reversing an M-Pesa transaction:

• Act quickly: The sooner you initiate the reversal, the better.
• Keep transaction details handy: Ensure you have the recipient’s phone number, the transaction code, and the amount sent. This information will be needed when contacting customer care or filling out a reversal form.
• Follow up: Reversals can take up to 72 hours. Keep an eye on your messages for updates from the “Reversal” header.

Preventing Mistakes: Use the Hakikisha Service

Before completing any M-Pesa transaction, use Safaricom’s Hakikisha service. This feature allows you to confirm the recipient’s name or number before the transaction is processed. By taking a moment to verify the details, you can avoid sending money to the wrong person.

Hakikisha is available for all M-Pesa transactions, including:

• Sending money to individuals.
• Depositing or withdrawing money at M-Pesa agents.
• Paybill transactions (e.g., paying bills).
• Lipa na M-Pesa (merchant transactions).

Conclusion

While mistakes in M-Pesa transactions can be frustrating, Safaricom offers multiple convenient methods to reverse them. Whether you choose to reverse the transaction via SMS, the M-Pesa app, MySafaricom app, or through Zuri on WhatsApp, it’s important to act quickly. Always double-check transaction details using the Hakikisha service to minimize errors. With these tips, you can confidently handle any M-Pesa transaction errors and reverse them with ease.