[kictanet] Reversing MPESA Transactions in a Today's World

Fri May 12 11:14:51 EAT 2017

It's still surprising the number of complaints notwithstanding all the
sieves Safaricom has in place.

Why not allow for reversal?

On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <
kictanet at lists.kictanet.or.ke> wrote:

> The success of Mpesa is its simplicity. The app is great, but it can only
> be used by a certain demographic. The USSD like SIM toolkit was the killer
> application. It still remains.
>
> Not holding brief for Safaricom, the 20 second verification period they
> give you after sending funds through C2C transactions is a very useful
> feature. It gives the name of the recipient, assuming you know who you are
> sending cash to. Of course this does not cover all scenarios especially C2B
> transactions.
>
> Regards
> Mercy,
>
> Its even worse when you transfer money from you bank account, through
> mobile money, to a wrong number. Safaricom will advice you to contact your
> bank who are supposed to make a reversal request on your behalf. The bank
> will tell you to write a letter giving details of what happened and that is
> when you realize that you are in for a long haul. There is definitely a
> need to come up better way of handling the problem.
>
> That notwithstanding, I wish to comment Safaricom for their improved
> customer service. Its now much easier and faster to connect to their
> customer care center for assistance, compared to the way it used to be a
> while ago.
>
>
> Best Regards
>
> On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <
> kictanet at lists.kictanet.or.ke> wrote:
>
>> Great Timothy,  I am going to add that the app shows you to whom you are
>> about to send the money before entering your PIN. Quite useful.
>>
>> Kanini, I however acknowledge that your concerns valid as no everyone is
>> using a smartphone.
>>
>>
>> On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <
>> kictanet at lists.kictanet.or.ke> wrote:
>>
>>> Hi Mercy
>>>
>>> Have you tried the new safaricom App ? Get it from playstore and share
>>> your experience.
>>>
>>> It's has laid a foundation for live chatbot.
>>>
>>>
>>>
>>>
>>>
>>>
>>> Timothy Oriedo
>>>
>>> about.me/Timoriedo
>>>
>>>
>>>
>>> On 12 May 2017 07:23, "kanini mutemi via kictanet" <
>>> kictanet at lists.kictanet.or.ke> wrote:
>>>
>>> Hello everyone.
>>>
>>> I've seen quite a number of complaints on people sending money to the
>>> wrong number. Surprisingly a lot of these instances involve 50k and above.
>>> It seems MPESA has left it up to the recepients to be kind enough to refund
>>> money sent erroneously. I see why that would make sense to a business (2
>>> transactions is better than one). Of course a lot of Kenyans will not
>>> refund (tough economic times🤔)
>>>
>>> I recently made a notable purchase from WordPress and realized only two
>>> minutes later that I had bought the wrong product. Good thing they have
>>> live chat for their customer support. No questions asked- they reversed the
>>> transaction.
>>>
>>> Now I realize the two are different; one is a seller the other one is a
>>> conveyor belt. It got me thinking however- MPESA has to keep up with the
>>> times. The explanation has always been that MPESA asks you to confirm
>>> before you press send. The number of 'I sent Kshs. X to the wrong number'
>>> posts on Buyer Beware should be enough to tell any caring provider that the
>>> system is broken.
>>>
>>> Digital products must be malleable and most importantly responsive to
>>> customer needs. Which is why competition is healthy- it pushes companies to
>>> care about the needs of its customers.
>>>
>>> Have a great day ahead.
>>> --
>>> *Mercy Mutemi, Advocate*.
>>>
>>>
>>>
>>>
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>>
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>>
>> The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform
>> for people and institutions interested and involved in ICT policy and
>> regulation. The network aims to act as a catalyst for reform in the ICT
>> sector in support of the national aim of ICT enabled growth and development.
>>
>> KICTANetiquette : Adhere to the same standards of acceptable behaviors
>> online that you follow in real life: respect people's times and bandwidth,
>> share knowledge, don't flame or abuse or personalize, respect privacy, do
>> not spam, do not market your wares or qualifications.
>>
>
>
>
> --
> There is always a way where there is a will.>>
>
>
>
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>
> The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform
> for people and institutions interested and involved in ICT policy and
> regulation. The network aims to act as a catalyst for reform in the ICT
> sector in support of the national aim of ICT enabled growth and development.
>
> KICTANetiquette : Adhere to the same standards of acceptable behaviors
> online that you follow in real life: respect people's times and bandwidth,
> share knowledge, don't flame or abuse or personalize, respect privacy, do
> not spam, do not market your wares or qualifications.
> _______________________________________________
> kictanet mailing list
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>
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>
> The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform
> for people and institutions interested and involved in ICT policy and
> regulation. The network aims to act as a catalyst for reform in the ICT
> sector in support of the national aim of ICT enabled growth and development.
>
> KICTANetiquette : Adhere to the same standards of acceptable behaviors
> online that you follow in real life: respect people's times and bandwidth,
> share knowledge, don't flame or abuse or personalize, respect privacy, do
> not spam, do not market your wares or qualifications.

-- 
*Mercy Mutemi, Advocate*.
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