Safaricom explains why M-Pesa Tills are suspended over mistaken payments

Safaricom has clarified why some M-Pesa business Tills may be suspended following mistaken payments. This action occurs when there are not enough funds in the Till to reverse the transaction. The company contacted merchants when a reversal cannot be completed due to insufficient Till funds. A Till suspension is only warranted when there is not enough money to cover the reversal amount.

For instance, if a customer mistakenly sends Ksh10,000 to a business Till and the merchant uses part of it, leaving Ksh4,000, the balance may not suffice for a Ksh10,000 reversal. Safaricom's explanation highlights that merchants may be asked to fund the Till to enable the reversal before the company suspends it. Mistaken payments to a Till differ from cancelling a transaction before completion.

Once money is credited to the recipient, a reversal process applies. Safaricom's business terms require merchants to initiate and complete reversals within 72 hours for payments made in error. However, businesses may face issues if funds are already used for daily operations after receiving a Till payment. Safaricom's latest clarification indicates that insufficient funds to initiate the reversal lead to suspension, not an empty Till.

Merchants are contacted before suspension and advised to fund the Till to facilitate the reversal. This distinction is crucial for businesses using M-Pesa Tills as a Till can have funds but an insufficient balance for a specific reversal. Safaricom offers M-Pesa Business Tills for customer payments and financing products for merchants with insufficient funds.

The company also suspends funds in an M-Pesa business account during disputes over reversals to resolve matters. Customers sending money to the wrong Till should initiate a Safaricom reversal through their supported channels as soon as they realize the mistake, while merchants should respond to reversal requests and ensure sufficient funds are available when required.