The verdict in three sentences
Without a documented dispute process, a merchant loses 60 to 80 % of contested transactions. A standardised evidence pack — timestamped receipt, delivery tracking, KYC log — flips the balance and pushes the win rate past 70 %. The dispute window is far shorter on mobile money (30-45 days) than on cards (120 days), which favours the organised merchant.
Windows and fees by channel
Each payment channel has its dispute window, dispute fee and fraud rate. Mobile money is structurally less exposed than cards.
| Channel | Dispute window | Dispute fee | Fraud rate |
|---|---|---|---|
| Card (Visa/MC) | 120 days | ~ZAR 300 | 1.2 % |
| Mobile money | 30-45 days | ~ZAR 90 | 0.2-0.5 % |
| Transfer / QR | 7-15 days | low | < 0.2 % |
| International wallet | 60-90 days | ~ZAR 200 | 0.8 % |
Mobile money's short window is an advantage: past 45 days the transaction is almost definitively the merchant's.
The evidence pack that wins
Dispute win rate depends almost entirely on pack quality. Here's the 2026 impact of each item on estimated win rate.
| Item provided | Without it | With it |
|---|---|---|
| Timestamped receipt | 25 % | 45 % |
| Proof of delivery (tracking) | 40 % | 68 % |
| KYC / customer identity log | 55 % | 74 % |
| Communication history | 60 % | 78 % |
| Full pack (all 4) | — | > 70 % |
Typical resolution time: 7 to 21 days. A pack assembled in advance, automatically, saves chasing evidence once the dispute opens.
Mini case study
Marc sells IT hardware in Johannesburg, 300 transactions/month, about 1.5 % contested — 4 to 5 disputes/month at a ZAR 800 average basket. Without a process he wins 30 % of cases: he loses ~3 disputes × ZAR 800 = ZAR 2,400/month.
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Adding an automatic evidence pack (receipt + tracking + KYC log), his win rate rises to 72 %. He now loses only ~1.3 disputes × ZAR 800 = ZAR 1,040/month. Saving: ZAR 1,360/month, at near-zero cost once the system runs.
FAQ
Is mobile money less risky than cards?
Yes, clearly: fraud rate 0.2-0.5 % versus 1.2 % on cards, and a dispute window three times shorter. A merchant selling mostly on mobile money is structurally better protected.
Which evidence should I always keep?
At minimum: the timestamped receipt, proof of delivery (tracking or signature), and the KYC log tying the transaction to a verified identity. That trio lifts the win rate from ~25 % to over 70 %.
How long does dispute resolution take?
Between 7 and 21 days depending on the provider and complexity. A full pack supplied at opening shortens the delay and sharply raises the odds of success.
Should I refund amicably to avoid disputes?
Often yes for small amounts: a fast refund costs less than the time to handle a dispute and protects reputation. Reserve formal disputes for clearly fraudulent cases.
Let's talk about your project. We set up your dispute process and automatic evidence pack. 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.
