The steps of how to reverse M-Pesa withdrawal from a wrong agent are a challenge to many customers. However, this has been made easy by Safaricom if you take the time to learn. Here is everything you need to know about it. What is an M-Pesa reversal service? M-Pesa reversal service allows you to reverse a transaction. The service enables you to receive back the amount you transferred erroneously. However, you will be required to explain why you need a reverse. Safaricom has gone a long way to prevent erroneous transactions. The Hakikisha service lets you confirm the recipient’s name and number before completing a transaction. You can use it while sending money, depositing and withdrawing from an M-Pesa agent. Even though there is a Hakikisha service, some customers still make mistakes while transacting. That is why the reversal option is available to correct the errors. How to reverse M-Pesa withdrawal from a wrong agent Many Safaricom customers have sent money to the wrong mobile numbers. Reversing such transactions is pretty easy, and many customers can do it. However, some do not know how to retrieve money withdrawn from the wrong agent number. A customer engaging an M-Pesa agent at her shop. Photo: @KenyaTax (modified by author) Source: Facebook It can be annoying to withdraw money from an agent miles away. Initiating a reversal is the only option. Unfortunately, there is no M-Pesa agent reversal number, but below are the steps to reverse a wrong agent withdrawal. Dial 100 to reach Safaricom customer care services. Select a language, either English or Kiswahili, you would prefer to use. Select the Mpesa transaction service. Inform the customer service representative that you withdrew money from the wrong agent number and need them to help you reverse the transaction. You will be asked to provide information to verify your identity. Wait for Safaricom to follow up on the issue and respond to you. Alternatively, you can request an M-Pesa reversal by chatting with Zuri. Save Zuri’s number – 0722000100. You can then follow the steps listed below: Go to WhatsApp to initiate a conversation with Zuri – type “Hello”. Zuri will then respond with several options for customers, e.g. Manage subscriptions, M-PESA Help and Reversal, Loans and Savings, Tunukiwa, etc. Select Option 2 – M-PESA Help and Reversal, then respond with Option 1 – Reverse. Type the M-Pesa transaction code or copy-paste the entire message as the message. Confirm your phone number. Confirm your M-PESA details by keying in your M-Pesa PIN to authenticate that the number you are using is indeed yours. You will be notified on WhatsApp that the reversal request has been received. Safaricom will then contact the agent who received the transaction. Your money will then be reversed back to your phone number. How to retrieve money sent wrongly from M-Pesa when using Till withdrawals It will not be possible to withdraw funds from the wrong agent. The agent and store numbers must match for the transaction to be completed. A lady looking at her mobile phone. Photo: @sledge (modified by author) Source: Facebook The combination will be used to verify that details belong to the same store to avoid withdrawal to the wrong agent. What is the M-Pesa reversal time limit? You will receive reversed funds within two hours of performing a reversal for all transactions less than 100,000. However, transactions above 100,000 could take longer but not more than 72 hours. Wrapping up The process of how to reverse M-Pesa withdrawal from a wrong agent is straightforward. You can contact Safaricom customer care to help you. You can also contact Zuri via WhatsApp for that. Tuko.co.ke also published a guide on how to reverse money sent to the wrong till number on M-Pesa. Lipa Na M-Pesa till number has made it easy for Safaricom customers to buy goods and make bank deposits using their handsets. However, missing a digit and sending money to the wrong till could cause much confusion. Check the article to find the guide on how to do it.
by Vivian Mutsoli