Safaricom REVERSAL: How to Make Reverse Calls and M-PESA Reversal 

Safaricom's M-PESA service has revolutionized mobile money transactions in Kenya since its launch in March 2007. However, accidents happen, and users may find themselves in situations where they need to reverse a transaction, whether it's sending money to the wrong recipient or the wrong till number. In this comprehensive guide, we will explore the steps and methods for making reverse calls and M-PESA reversals, ensuring that your hard-earned money is secure.

Understanding Hakikisha

Hakikisha is a vital service provided by Safaricom that allows M-PESA customers to verify the recipient's name and number before completing a transaction. This service is available to all Safaricom customers on all handsets, offering security against sending money to unintended or incorrect recipients.

Using Hakikisha to Confirm Transactions

Hakikisha can be used for various transactions, including:

1. Send Money: Confirm the recipient's name and number, transaction amount, and transaction cost.
2. M-PESA Deposit and Withdrawal at Agent: Verify M-PESA Agent number, name, and deposit amount.
3. Paybill Transactions: Confirm partner name, paybill number, account number, transaction amount, and transaction cost.
4. Buy Goods Transactions: Verify the merchant's name, till number, transaction amount, and transaction cost.

Where Can You Use Hakikisha?

M-PESA customers can use Hakikisha across multiple transaction channels, including:

1. M-PESA APP
2. mySafaricom APP
3. M-PESA Sim Tool Kit
4. M-PESA USSD (334#)

Now that you understand the importance of Hakikisha, let's delve into the methods for making reverse calls and M-PESA reversals.

Methods for Making Reverse Calls and M-PESA Reversals

1. Using the M-PESA APP

To request an M-PESA reversal through the M-PESA APP, follow these steps:

• Ensure you conducted the transaction using the M-PESA APP.
• Tap on the "Reverse transaction" icon immediately after completing the transaction.
• Select the reason for the reversal (e.g., wrong amount, wrong recipient, etc.).
• The reversal request will be submitted, and you will receive updates on its progress.

2. Initiating a Reversal via SMS

To request an M-PESA reversal through SMS, follow these steps:

• After completing the transaction, send the entire message to 456.
• You will receive a confirmation message that the reversal request has been initiated.
• Keep an eye on your messages for updates on the reversal status.

3. Using the mySafaricom APP

To request an M-PESA reversal using the mySafaricom APP, follow these steps:

• Ensure the transaction was done using the mySafaricom APP.
• Tap on the "Reverse transaction" icon after completing the transaction.
• Confirm your desire to initiate a reversal.
• You will receive updates on the reversal request's progress.

4. Chatting with Zuri for Reversals

To request an M-PESA reversal through Zuri, follow these steps:

• Save Zuri's number - 0722000100.
• Initiate a conversation with Zuri on WhatsApp by saying "Hello."
• Select "M-PESA Help and Reversal" from the options provided.
• Choose "Reverse" and give the M-PESA transaction code or paste the entire message.
• Confirm your M-PESA details with your PIN to authenticate your identity.
• Receive notifications about the status of the reversal.

Reversing Money Sent to the Wrong Till Number

If you've sent money to the wrong Safaricom M-PESA till number, you can still reverse the transaction, though it's more challenging than changing a mobile number transaction. Follow these steps:

1. Contact Safaricom Customer Care (Dial 234 or 100): Explain the situation and request a reversal. The transaction must have been conducted by you using the M-PESA/MySafaricom APP.
2. Confirmation Process: Safaricom will contact the owner of the till number to confirm the transaction and inquire if they provided a service.
3. Recipient's Response: If the till number owner confirms the service and you disagree, Safaricom will contact you for your input.
4. Resolution: If both parties agree on the reversal, the money will be returned to your M-PESA account within 72 hours. If the till number owner refuses, Safaricom will advise you to report the matter to the police.

Recovering Money Sent to the Wrong Mobile Number via M-PESA

If you've sent money to the wrong mobile number, follow these steps to attempt a reversal:

1. Copy the Transaction Message: Open the message displaying the erroneous transaction and copy the entire message.
2. Send to 456: Paste the copied message and send it to 456. You will receive a confirmation of the reversal request.
3. Monitor Messages: Keep checking your statements for updates on the status of your request.

What to Do If M-PESA Reversal Fails

Sometimes, M-PESA reversals may fail, especially with till numbers or Paybill services. If this happens, could you consider visiting the Safaricom Customer Care Centre, where you can explain the situation and help recover your lost funds?

M-PESA Reversal Time Limit

The sender can initiate a reversal within two hours from when the transaction was sent. On the other hand, the receiver can start the reverse at any time.

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Conclusion

Safaricom's M-PESA service offers convenient mobile money transactions, but it's essential to know how to reverse a transaction in case of errors. Whether you've sent money to the wrong recipient or till number, following the appropriate steps can help you recover your funds and avoid unnecessary complications. Remember, it's crucial to double-check transaction details and use services like Hakikisha to ensure your transactions are accurate from the start.

FAQs

What is Hakikisha, and how does it work?

Hakikisha is a service that allows M-PESA customers to confirm recipient details before completing transactions. It helps prevent sending money to the wrong recipients.

What are the transaction channels where Hakikisha is available?

Hakikisha is available on various channels, including the M-PESA APP, mySafaricom APP, M-PESA Sim Tool Kit, and M-PESA USSD (*334#).

How can I reverse a transaction made using the M-PESA APP?

To reverse an M-PESA transaction via the APP, tap on the "Reverse transaction" icon immediately after the erroneous transaction, select the reason for reversal, and follow the prompts.

Can I reverse the money sent to the wrong till number?

Yes, you can reverse money sent to the wrong till number by contacting Safaricom Customer Care and following their procedures.

What happens if an M-PESA reversal fails?

If an M-PESA reversal doesn't work, please visit the Safaricom Customer Care Centre to help recover your funds.

What is the time limit for initiating an M-PESA reversal?

The sender can initiate a reversal within two hours from when the transaction was sent, while the receiver can start the reversal at any time.

What are the consequences of not accepting an M-PESA reversal request?

If the recipient refuses to accept an M-PESA reversal, they risk facing legal consequences, including a potential two-year jail term, a Kshs 200,000 fine, or both.