How to Reverse an M-PESA Transaction. Safaricom PLC provides multiple ways to reverse M-PESA transactions in case of errors such as sending money to the wrong recipient. Here are the detailed steps for reversing an M-PESA transaction using both SMS and the M-PESA app.
Requirements
- The M-PESA transaction confirmation message.
- A mobile phone with either SMS capability or the M-PESA app installed.
Reversing an M-PESA Transaction via SMS
- Locate the Transaction Message:
- After sending money via M-PESA, you receive a confirmation SMS with transaction details.
- Forward the Transaction Message:
- Forward the confirmation SMS to 456. This message contains the transaction details needed for reversal.
- Wait for Confirmation:
- Safaricom will acknowledge the reversal request with a message: “Dear Customer, your reversal request has been received and is being processed. We shall update shortly.”
- Follow-Up:
- If the recipient has not used the money, Safaricom will reverse the transaction. You will receive a confirmation message once the process is complete.
- If the recipient has already used the money, you will be notified that the reversal is not possible.
Reversing an M-PESA Transaction via the M-PESA App
- Open the M-PESA App:
- Launch the M-PESA app on your smartphone.
- Locate the Transaction:
- Go to the transaction history section within the app to find the specific transaction you want to reverse.
- Select the Transaction:
- Tap on the transaction to view its details.
- Initiate Reversal:
- Below the transaction details, you will see options such as Add to Favorites, Reverse Transaction, Download Receipt, and Share Transaction Details.
- Tap on “Reverse Transaction” to initiate the reversal process.
- Confirmation:
- Safaricom will handle the reversal request and you will receive a response once the process is complete.
Additional Tips
- Act Quickly: The sooner you request a reversal, the higher the chances that the transaction can be successfully reversed before the recipient uses the funds.
- Keep Records: Always keep the transaction confirmation message until you are sure the transaction has been completed correctly and there are no issues.
- Hakikisha Service: Use the Hakikisha service to verify transaction details before confirming any M-PESA transaction to reduce the risk of errors.
Contact Safaricom for Assistance
If you encounter any issues or need further assistance with the reversal process, you can contact Safaricom customer care through the following channels:
- Customer Care Line: Dial 100 or 234 from your Safaricom line.
- Email: Contact customer service via email for more detailed inquiries.
- Visit a Safaricom Shop: You can also visit the nearest Safaricom shop for in-person assistance.
By following these steps, you can effectively manage M-PESA transaction reversals and rectify any mistakes quickly and efficiently.
