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Safaricom PLC has publicly spelt out the specific circumstances under which an M-Pesa reversal request will be denied or cancelled, responding to growing confusion among users about the limits of the consumer protection feature.
The clarification was prompted by a complaint on X from a user identified as Memory Man, who tagged Safaricom seeking help recovering money sent to an account described as "not accessible".
The company's customer care team explained that the reversal had already been processed and rejected:
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How to recover deleted M-Pesa messages, reverse wrong transactions using Safaricom's codes
The exchange highlights one of the most critical rules governing M-Pesa reversals: the recipient retains the authority to refuse. If the recipient disputes that the money was sent in error, Safaricom's system automatically cancels the request.
The company does not have the power to withdraw funds from a user's wallet without either a police directive or a court order.
Beyond recipient refusal, Safaricom outlined additional scenarios where a reversal will not proceed.
