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

Sat May 13 12:55:15 EAT 2017

Walubengo,

I have often seen cases where you need to provide reasons why you would
like the referral. In this case- wrong number. Of course with details.

On Sat, 13 May 2017 at 11:16 Walubengo J via kictanet <
kictanet at lists.kictanet.or.ke> wrote:

> I just have a problem with Safaricom making reversals because someone has
> complained.
>
> What happens to my Taxi man when he drops me in town, I pay him through
> MPESA, then quickly call Safaricom to complain? Safaricom will have
> shortchanged a hard working Kenyan to favor some complaining Kenyan.
>
> Methinks the whole reversal process is flawed and assumes every one is
> 'well-behaved'.
>
> Unless I am missing something and plead to be educated.
>
> walu.
>
>
> ------------------------------
> *From:* simon njoroge via kictanet <kictanet at lists.kictanet.or.ke>
> *To:* jwalu at yahoo.com
> *Cc:* simon njoroge <snjoro45 at gmail.com>
> *Sent:* Saturday, May 13, 2017 8:07 AM
> *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
>
> @ 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 the money as long as the receipt has not withdrawn the cash...For C2B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*.
>
>
>
>
> ______________________________ _________________
> kictanet mailing list
> kictanet at lists.kictanet.or.ke
> https://lists.kictanet.or.ke/ mailman/listinfo/kictanet
> <https://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> Twitter: http://twitter.com/kictanet
> Facebook: https://www.facebook.com/ KICTANet/
> <https://www.facebook.com/KICTANet/>
>
> Unsubscribe or change your options at https://lists.kictanet.or.ke/
> mailman/options/kictanet/ timoriedo%40gmail.com
> <https://lists.kictanet.or.ke/mailman/options/kictanet/timoriedo%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.
>
>
>
> ______________________________ _________________
> kictanet mailing list
> kictanet at lists.kictanet.or.ke
> https://lists.kictanet.or.ke/ mailman/listinfo/kictanet
> <https://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> Twitter: http://twitter.com/kictanet
> Facebook: https://www.facebook.com/ KICTANet/
> <https://www.facebook.com/KICTANet/>
>
> Unsubscribe or change your options at https://lists.kictanet.or.ke/
> mailman/options/kictanet/ dmuthoni%40gmail.com
> <https://lists.kictanet.or.ke/mailman/options/kictanet/dmuthoni%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.
>
>
> ______________________________ _________________
>
>
> kictanet mailing list
> kictanet at lists.kictanet.or.ke
> https://lists.kictanet.or.ke/ mailman/listinfo/kictanet
> <https://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> Twitter: http://twitter.com/kictanet
> Facebook: https://www.facebook.com/ KICTANet/
> <https://www.facebook.com/KICTANet/>
>
> Unsubscribe or change your options at https://lists.kictanet.or.ke/
> mailman/options/kictanet/ stevemutuvi%40gmail.com
> <https://lists.kictanet.or.ke/mailman/options/kictanet/stevemutuvi%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.
>
>
>
>
> --
> There is always a way where there is a will.>>
>
>
>
> ______________________________ _________________
>
>
> kictanet mailing list
> kictanet at lists.kictanet.or.ke
> https://lists.kictanet.or.ke/ mailman/listinfo/kictanet
> <https://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> Twitter: http://twitter.com/kictanet
> Facebook: https://www.facebook.com/ KICTANet/
> <https://www.facebook.com/KICTANet/>
>
> Unsubscribe or change your options at https://lists.kictanet.or.ke/
> mailman/options/kictanet/ kivuva%40transworldafrica.com
> <https://lists.kictanet.or.ke/mailman/options/kictanet/kivuva%40transworldafrica.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.
> ______________________________ _________________
> kictanet mailing list
> kictanet at lists.kictanet.or.ke
> https://lists.kictanet.or.ke/ mailman/listinfo/kictanet
> <https://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> Twitter: http://twitter.com/kictanet
> Facebook: https://www.facebook.com/ KICTANet/
> <https://www.facebook.com/KICTANet/>
>
> Unsubscribe or change your options at https://lists.kictanet.or.ke/
> mailman/options/kictanet/ kaninimutemi%40gmail.com
> <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*.
>
>
>
>
> ______________________________ _________________
> kictanet mailing list
> kictanet at lists.kictanet.or.ke
> https://lists.kictanet.or.ke/ mailman/listinfo/kictanet
> <https://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> Twitter: http://twitter.com/kictanet
> Facebook: https://www.facebook.com/ KICTANet/
> <https://www.facebook.com/KICTANet/>
>
> Unsubscribe or change your options at https://lists.kictanet.or.ke/
> mailman/options/kictanet/ snjoro45%40gmail.com
> <https://lists.kictanet.or.ke/mailman/options/kictanet/snjoro45%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.
>
> _______________________________________________
> kictanet mailing list
> kictanet at lists.kictanet.or.ke
> https://lists.kictanet.or.ke/mailman/listinfo/kictanet
> Twitter: http://twitter.com/kictanet
> Facebook: https://www.facebook.com/KICTANet/
>
> Unsubscribe or change your options at
> https://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.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.
> _______________________________________________
> kictanet mailing list
> kictanet at lists.kictanet.or.ke
> https://lists.kictanet.or.ke/mailman/listinfo/kictanet
> Twitter: http://twitter.com/kictanet
> Facebook: https://www.facebook.com/KICTANet/
>
> 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*.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://lists.kictanet.or.ke/pipermail/kictanet/attachments/20170513/30e0db5a/attachment.htm>