Sent Money to the Wrong Till or Paybill? Here Is How to Get It Back to M-Pesa

Safaricom customers who accidentally send money to the wrong M-Pesa Paybill or Till number can request a reversal, although the process is different from reversing money sent to another individual.

Customers are advised to act quickly after noticing the mistake. They should keep the M-Pesa transaction message because the transaction ID, amount sent, date, and wrong Paybill or Till number are required when making a reversal request.

For payments made to a Paybill or Till, customers can contact Safaricom customer care by dialling 100 or 234. They should explain that the payment was sent to the wrong business number and provide the transaction details.

Safaricom can review the transaction, contact the business that received the money and establish whether the payment was made by mistake. The reversal may then proceed after the necessary verification and consultation with the recipient.

If the merchant agrees to the reversal, the money can be refunded within 72 hours. However, some Paybill organisations handle their own reversals, meaning customers may be directed to contact the organisation directly.

Customers can also seek assistance through Safaricom’s WhatsApp assistant, Zuri, using the number 0722 000 100. They should provide the transaction ID and explain that the money was sent to the wrong Paybill or Till number.

Safaricom may then contact the business involved and facilitate the reversal after checking the transaction. Where the reversal is approved, the refund is expected to reflect within the stated processing period.

Safaricom has also advised M-Pesa Business Till operators to return money received in error. According to the company, customers seeking reversals through customer care may be contacted as part of the verification process before the transaction is reversed.

A merchant who refuses to return money sent to their Till by mistake may face legal consequences, including a possible fine of KSh200,000, imprisonment for up to two years, or both, according to the information provided by Safaricom.

Customers can reduce the risk of sending money to the wrong business by checking the business name and number before confirming a payment. The M-Pesa and Safaricom apps can also help users verify the business details before completing a transaction.

The process is different for ordinary M-Pesa transfers between Safaricom customers. In such cases, customers can forward the original M-Pesa transaction message to 456 to request a reversal.

The SMS reversal option is available for eligible Safaricom-to-Safaricom transfers and airtime purchases made for another person. Requests should be made within 24 hours, while the recipient must have sufficient funds for the reversal to be completed.

The SMS option does not apply to payments made through Paybill or Till numbers. Such transactions require Safaricom’s assistance and additional verification.

How to Reverse Money Sent to Wrong Safaricom Paybill and Till Numbers

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