The verdict in three sentences
Mobile money barely knows chargebacks: a Wave or Orange Money dispute is settled by a direct refund, with no banking intermediary. Cards, essential for collecting from the diaspora, force real dispute management instead, with 0.4 to 0.9% chargeback on card volume, fees of 5,000 to 15,000 FCFA per dispute and a 7 to 14 day response window. The burden of proof changes everything: on mobile money the customer must prove, on cards the merchant must.
Card vs mobile money: the dispute mechanics
On cards, the cardholder's bank opens the dispute and debits the merchant by default until proof of delivery is provided. On mobile money there is no chargeback network: the dispute stays bilateral between buyer and you.
| Criterion | Card | Mobile money (Wave/OM) |
|---|---|---|
| Typical dispute rate | 0.4 to 0.9% of volume | < 0.1% |
| Who triggers | Cardholder's bank | Buyer (direct contact) |
| Burden of proof | Merchant | Buyer |
| Dispute fee | 5,000 to 15,000 FCFA | 0 FCFA |
| Response window | 7 to 14 days | Immediate |
| Funds debited upfront | Yes | No |
Practical takeaway: pushing Wave/Orange Money as the default method mechanically reduces your dispute exposure, while keeping cards for those paying from abroad.
Playbook to win a card dispute
A card dispute is won with evidence, not arguments. Build a standard file, ready to send within 48h.
| Evidence to provide | What it proves | Impact on outcome |
|---|---|---|
| Successful 3DS2 log | Strong cardholder authentication | Very strong |
| Signed proof of delivery | Goods received by customer | Very strong |
| IP address + device | Order consistency | Medium |
| Email/SMS history | Customer informed and agreed | Medium |
| Timestamped accepted T&Cs | Contractual consent | Medium |
| Customer account snapshot | Recurrence, healthy history | Low to medium |
With a 3DS2 + proof-of-delivery file, the win rate of a dispute often rises above 60 to 70%. Without 3DS2, liability shifts to the merchant and the dispute is nearly lost in advance.
Need a professional website?
Kolonell builds websites that attract clients, optimized for the Sénégalese market. Free quote in 2 minutes.
Mini case study
Ibrahim sells photo gear in Lagos and collects 8,000,000 FCFA per month, 30% by card (diaspora). On that 2,400,000 FCFA of card volume, a 0.7% chargeback means about 16,800 FCFA disputed per month, plus fees. By enabling 3DS2 and always attaching proof of delivery, he wins 2 disputes out of 3 and cuts his net fraud cost threefold. The month he moved the diaspora onto a 3DS payment link, his disputes dropped from 4 to 1.
FAQ
Can mobile money be charged back? Almost never: there is no interbank dispute network, so a Wave or Orange Money dispute is settled directly by refund, leaving you in control of the case.
How much does a card chargeback cost in Lagos or Dakar? Expect 5,000 to 15,000 FCFA in dispute fees per case, on top of the amount debited upfront, which is only returned if you win the dispute.
Does 3DS2 really protect the merchant? Yes: a 3DS2-authenticated transaction often shifts fraud liability to the issuing bank, pushing your win rate above 60%.
How long do I have to respond to a dispute? The window is 7 to 14 days depending on the aggregator; prepare a standard file (3DS, delivery, T&Cs) to answer within 48h and never miss the deadline.
Should I refuse cards to avoid disputes? No: cards capture the diaspora and international buyers; simply frame them with 3DS2 and proof of delivery, while keeping Wave/OM as the default method.
Let's talk about your project. We set up a card + mobile money checkout with a ready-to-use anti-dispute file. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
