{
  "id": 20127687,
  "title": "Safaricom explains why some M-Pesa reversals can take up to 45 days",
  "url": "https://urgent.news/2026/11/15/safaricom-explains-why-some-m-pesa-reversals-can-take-up-to-45-days",
  "topic": "world",
  "section": "World",
  "published": "2026-11-15T06:34:32.000Z",
  "source": {
    "name": "People Daily Kenya",
    "slug": "people-daily-kenya",
    "url": "https://peopledaily.digital/business/safaricom-explains-why-some-m-pesa-reversals-can-take-up-to-45-days"
  },
  "original_language": "en",
  "account": null,
  "summary": "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.",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}