Safaricom explains why some M-Pesa reversals can take up to 45 days
Safaricom has explained why some M-Pesa transaction reversals can take up to 45 days, advising customers to first seek refunds directly from merchants before escalating disputes to the telecommunications company. In a response to a customer seeking assistance over a transaction reversal, Safaricom Care said customers should contact the respective merchant through the links or […]
Safaricom, the Kenyan telecommunications company, has clarified the reasons behind the lengthy delays in M-Pesa transaction reversals, which can sometimes take up to 45 days. In a response to a customer seeking assistance over a reversal, Safaricom emphasized that customers should first attempt to resolve the issue directly with the merchant, following the links or email addresses provided on the merchant's website.
The company stated that merchants have a shorter Service Level Agreement (SLA) for resolving disputes, typically within seven days, compared to the 45-day SLA for issues escalated through Safaricom's customer support channels. Safaricom advised customers to familiarize themselves with the cancellation and refund policies of merchants before escalating disputes and to contact Safaricom's customer support only after a reasonable wait period and if no response is received from the merchant.
Brief written by urgent.news from People Daily Kenya's own syndicated text. Machine-written — may contain errors; check the original before relying on it.
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