Every day on social media we keep seeing people exposing others for not returning money sent to them by mistake.

Others have gone a step further and taken them to court to recover their monies.

Well, to avoid all that drama, Mpesa has measures to save you from those heartaches.

M-PESA REVERSAL

Hakikisha

1. Hakikisha is a service that allows M-PESA customers to confirm the recipient’s name and/or number, before completing a transaction.
2. This service is available for all customers, on all handsets.
3. Hakikisha allows customers to confirm that the recipients they intend to send money to, are correct, before completing the transaction.
4. By confirming these details, customers avoid losing funds by sending money to unintended/the wrong recipients.

You have also seen people using this service to check out the identity of someone who calls them. You can find the service on the MPESA APP, mySafaricom APP, M-PESA Sim Tool Kit and the M-PESA USSD (*334#)

After you have sent money to the wrong number, don't fret, you can reverse it using the four methods below:

To request for an M-PESA reversal on the M-PESA APP:

1. The transaction must have been done by the customer himself/herself.
2. The transaction must have been done using the M-PESA APP in order to request for a reversal from the APP.
3. The transaction must just have been concluded – reversal requests for historical transactions cannot be raised on the M-PESA APP.
4. Once you complete a transaction and realize it was erroneous, tap on the Reverse transaction icon on the M-PESA APP.
5. You will be presented with reasons why you want to initiate the reversal.
6. Select the reversal reason  - e.g. wrong amount, wrong recipient, other etc.
7. The reversal request will be submitted immediately
8. You will get a notification that the reversal request has been received and an update will be shared in 2 minutes.
9. Within a few seconds, you will be notified that the transaction reversal has been started, and an update will be shared within 2 hours. Safaricom will at this point begin engaging the 2nd party, for the reversal.
10. You are encouraged to check your messages for an update from the header “Reversal”. Once successfully reversed, you will receive feedback that the reversal has been successfully completed.

To request for a reversal on 456:

1. After completing the transaction, please send the whole message to 456.
2. You will receive a response from “Reversal" that the request for a reversal has been started, and that an update will be shared within 2  hours.
3. You are encouraged to check your messages for an update from the header “Reversal” on the status of the reversal.

To request for an M-PESA reversal on the mySafaricom APP:

1. The transaction must be done by the customer himself/herself.
2. The transaction must have been done using the mySafaricom APP.
3. After completing the transaction, tap on the Reverse transaction icon
4. You will be asked to confirm if you want to raise a reversal request.
5. You will be notified that the reversal request has been received for processing and feedback will be received within 2 minutes.
6. You will then receive a message from “Reversal” updating you that the reversal request has been started.
7. Follow-up with the recipient will be done and feedback will be shared within 2 hours.
8. You are encouraged to check your messages for an update from the header “Reversal”

To request for an M-PESA reversal from Zuri - chatbot on WhatsApp - her number is number – 0722000100:

1. Go to Whatsapp to initiate a conversation with Zuri - type “Hello”.
2. Zuri will respond with our privacy policy, which you as the customer, are encouraged to read.
3. Zuri will then respond with a number of options for customers to choose from e.g. Manage subscriptions, M-PESA Help and Reversal, Loans and savings, Tunukiwa etc
4. Respond with option2 – M-PESA Help and Reversal.
5. Respond with option 1 – Reverse.
6. Customers will be asked to type the M-PESA transaction code or copy-paste the entire message as the message. 
7. Confirm your phone number
8. You will be asked to confirm your M-PESA details, by keying in your M-PESA PIN to authenticate that the number you are using is indeed yours.
9. You will get a notification on Whatsapp, that the reversal request has been received and an update will be shared shortly.
10. The recipient will be contacted for consent before the reversal is completed.

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