<div dir="ltr">Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities <div><br></div><div>Regards</div><div>Simon</div></div><div class="gmail_extra"><br><div class="gmail_quote">On Sat, May 13, 2017 at 11:15 AM, Walubengo J <span dir="ltr"><<a href="mailto:jwalu@yahoo.com" target="_blank">jwalu@yahoo.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div style="color:#000;background-color:#fff;font-family:Helvetica Neue,Helvetica,Arial,Lucida Grande,sans-serif;font-size:16px"><div><span>I just have a problem with Safaricom making reversals because someone has complained.</span></div><div id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440025"><span><br></span></div><div id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440027"><span id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440026">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.</span></div><div id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440028"><span><br></span></div><div id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440031"><span id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440088">Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.</span></div><div id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440031"><span><br></span></div><div id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440031">Unless I am missing something and plead to be educated.</div><div id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440029"><span><br></span></div><div id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440030"><span id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440095">walu.</span></div><div class="m_1499136274874759075qtdSeparateBR" id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439668"><br><br></div><div class="m_1499136274874759075yahoo_quoted" id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439666" style="display:block"> <div style="font-family:Helvetica Neue,Helvetica,Arial,Lucida Grande,sans-serif;font-size:16px" id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439665"> <div style="font-family:HelveticaNeue,Helvetica Neue,Helvetica,Arial,Lucida Grande,sans-serif;font-size:16px" id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439664"> <div dir="ltr" id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439663"> <font size="2" face="Arial" id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439662"> <hr size="1" id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439661"> <b><span style="font-weight:bold">From:</span></b> simon njoroge via kictanet <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a><wbr>><br> <b><span style="font-weight:bold">To:</span></b> <a href="mailto:jwalu@yahoo.com" target="_blank">jwalu@yahoo.com</a> <br><b><span style="font-weight:bold">Cc:</span></b> simon njoroge <<a href="mailto:snjoro45@gmail.com" target="_blank">snjoro45@gmail.com</a>><br> <b><span style="font-weight:bold">Sent:</span></b> Saturday, May 13, 2017 8:07 AM<br> <b><span style="font-weight:bold">Subject:</span></b> Re: [kictanet] Reversing MPESA Transactions in a Today's World<br> </font> </div> <div class="m_1499136274874759075y_msg_container" id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440089"><br><div id="m_1499136274874759075yiv9801706935"><div id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440091"><div><div class="h5"><div dir="ltr" id="m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440090">@ 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. <div><br clear="none"></div><div>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.</div><div><br clear="none"></div><div>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. </div><div><br clear="none"></div><div>Currently the app is at 1M downloads for both IOS and android <br clear="none"><div><br clear="none"></div><div> Regards</div></div></div></div></div><div class="m_1499136274874759075yiv9801706935gmail_extra"><br clear="none"><div class="m_1499136274874759075yiv9801706935gmail_quote"><div><div class="h5">On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <span dir="ltr"><<a rel="nofollow" shape="rect" href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a><wbr>></span> wrote:<br clear="none"></div></div><blockquote class="m_1499136274874759075yiv9801706935gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div class="h5"><div>It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place. </div><div><br clear="none"></div><div>Why not allow for reversal? </div></div></div><div><br clear="none"><div class="m_1499136274874759075yiv9801706935gmail_quote"><div><div class="h5"><div><div class="m_1499136274874759075yiv9801706935h5"><div>On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <<a rel="nofollow" shape="rect" href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a> > wrote:<br clear="none"></div></div></div></div></div><blockquote class="m_1499136274874759075yiv9801706935gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div class="m_1499136274874759075yiv9801706935h5"><div><div class="h5"><div>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.</div>
<div>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. </div>
<div>Regards </div>
<div style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"></div></div></div><div style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div class="h5"><div>Mercy,<div><br clear="none"></div><div>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.</div><div><br clear="none"></div><div>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. </div><div><br clear="none"></div><div><br clear="none"></div><div>Best Regards <br clear="none"></div></div></div></div><div class="m_1499136274874759075yiv9801706935gmail_extra"><br clear="none"><div class="m_1499136274874759075yiv9801706935gmail_quote"><div><div class="h5">On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <span><<a rel="nofollow" shape="rect" href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a> ></span> wrote:<br clear="none"></div></div><blockquote class="m_1499136274874759075yiv9801706935gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div class="h5"><div>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. <div><br clear="none"></div><div>Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone. </div><div><br clear="none"></div></div></div></div><div class="m_1499136274874759075yiv9801706935gmail_extra"><br clear="none"><div class="m_1499136274874759075yiv9801706935gmail_quote"><div><div class="h5"><div><div class="m_1499136274874759075yiv9801706935m_-7072877839111518870m_459484669115673588m_-2578830002030117373h5">On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <<a rel="nofollow" shape="rect" href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a> > wrote:<br clear="none"></div></div></div></div><blockquote class="m_1499136274874759075yiv9801706935gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div class="h5"><div><div class="m_1499136274874759075yiv9801706935m_-7072877839111518870m_459484669115673588m_-2578830002030117373h5"><div>Hi Mercy<div><br clear="none"></div><div>Have you tried the new safaricom App ? Get it from playstore and share your experience. </div><div><br clear="none"></div><div>It's has laid a foundation for live chatbot.</div><div><br clear="none"><br clear="none"><div> <br clear="none"><br clear="none"> <br clear="none"><br clear="none">Timothy Oriedo<br clear="none"><br clear="none"><a rel="nofollow" shape="rect" href="http://about.me/Timoriedo" target="_blank">about.me/Timoriedo</a><br clear="none"><br clear="none"> </div></div></div><div class="m_1499136274874759075yiv9801706935gmail_extra"><br clear="none"><div class="m_1499136274874759075yiv9801706935gmail_quote">On 12 May 2017 07:23, "kanini mutemi via kictanet" <<a rel="nofollow" shape="rect" href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a> > wrote:<br clear="none"><blockquote class="m_1499136274874759075yiv9801706935m_-7072877839111518870m_459484669115673588m_-2578830002030117373m_-3638932211343203505m_-4464256682371026715quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Hello everyone.<div><br clear="none"></div><div>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🤔)</div><div><br clear="none"></div><div>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. </div><div><br clear="none"></div><div>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. </div><div><br clear="none"></div><div>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. </div><div><br clear="none"></div><div>Have a great day ahead. </div><font color="#888888"></font><div>-- <br clear="none"></div><div><div><div><div><div><div><div><div><span style="font-family:georgia,serif"><b>Mercy Mutemi, Advocate</b>. <br clear="none"></span></div></div><div><span style="font-family:georgia,serif"><br clear="none"></span></div><div><span style="font-family:georgia,serif"><b><i><br clear="none"></i></b></span></div><br clear="none"></div></div></div></div></div></div>
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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.<br clear="none"></div></span></blockquote></div><div class="m_1499136274874759075yiv9801706935yqt0987423525" id="m_1499136274874759075yiv9801706935yqtfd65229"><br clear="none"></div></div></div></div><div class="m_1499136274874759075yqt0987423525" id="m_1499136274874759075yqtfd87895"><span class="">______________________________<wbr>_________________<br clear="none">kictanet mailing list<br clear="none"><a shape="rect" href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a><br clear="none"><a shape="rect" href="https://lists.kictanet.or.ke/mailman/listinfo/kictanet" target="_blank">https://lists.kictanet.or.ke/<wbr>mailman/listinfo/kictanet</a><br clear="none">Twitter: <a shape="rect" href="http://twitter.com/kictanet" target="_blank">http://twitter.com/kictanet</a><br clear="none">Facebook: <a shape="rect" href="https://www.facebook.com/KICTANet/" target="_blank">https://www.facebook.com/<wbr>KICTANet/</a><br clear="none"><br clear="none"></span>Unsubscribe or change your options at <a shape="rect" href="https://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com" target="_blank">https://lists.kictanet.or.ke/<wbr>mailman/options/kictanet/<wbr>jwalu%40yahoo.com</a><span class=""><br clear="none"><br clear="none">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.<br clear="none"><br clear="none">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.</span></div><br><br></div> </div> </div> </div></div></div></blockquote></div><br></div>