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

Sat May 13 07:53:08 EAT 2017

@ Mercy if you do call Safaricom for C2C transactions they will reverse the
money as long as the receipt has not withdrawn the cash...For C2B
 merchants have the ability to do the reversal and most do effect the
reversal when contacted by the customer.

In addition, Safaricom has done more to help the issue of wrong receipt
with introduction of hakikisha (20 seconds verification) as well as
introduced M-Pesa on the Safaricom app where you can pick the receipt
number directly from your phone-book before sending. Granted the solutions
my not be perfect for all but at least its making the effort to address
customer concerns.

On USSD yes it was a killer application and still remains however the
market is maturing tech-wise especially as a result the coming of cheaper
smartphones and improved data speeds. Apps will soon take over and having
the app was a smart move for Safaricom.

Currently the app is at 1M downloads for both IOS and android

 Regards

On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <
kictanet at lists.kictanet.or.ke> wrote:

> 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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>>> 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.
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>>
>>
>>
>> --
>> 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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>> Unsubscribe or change your options at https://lists.kictanet.or.ke/
>> mailman/options/kictanet/kaninimutemi%40gmail.com
>>
>> 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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>
> 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.
>
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