The verdict in three sentences
A mobile money dispute is won or lost on the quality of the evidence file, not on good faith. Three items make the difference: delivery proof, operator callback log, and a KYC match between the payer and the account. With these, the merchant win rate rises from about 40% to 72%, within a response window usually capped at 15 days.
The evidence PSPs and operators accept
Each PSP has its dispute portal (Flutterwave, Paystack, etc.) but the expected items are similar. Organising them ahead of time, not at dispute time, changes everything.
| Evidence | What it proves | Weight in the file |
|---|---|---|
| API callback log | Payment was confirmed server-side | High |
| Signed delivery proof | The good/service was received | High |
| KYC name match | Payer = account holder | High |
| Consistent timestamps | Order → payment → delivery timeline | Medium |
| Customer exchanges (chat, SMS) | Purchase intent, no prior dispute | Medium |
Dispute process costs and timelines
Responding to a chargeback has a cost and a calendar. Missing it means an automatic loss. 2026 order of magnitude.
| Parameter | Typical value | Note |
|---|---|---|
| Chargeback rate | ~1.2% of transactions | Varies by sector |
| Response window | 15 days | Beyond: dispute lost |
| Dispute fee | ~NGN 5,000 | Kept even if you win |
| Win rate without evidence | ~40% | Good faith alone |
| Win rate with full file | ~72% | Proof + callback + KYC |
| Dispute → refund conversion | ~4.5% | After arbitration |
Mini case study
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Ibrahim, a restaurateur in Abidjan with a delivery service, faces 12 chargebacks a month on 1,000 orders (1.2%). Without a file he only won 5 (40%), losing about 210,000 FCFA in meals and fees. By systematising photo delivery proof + callback log + KYC check, he rises to 9 won (72%), recovering the equivalent of 120,000 FCFA a month and paying only the non-refundable NGN 5,000 fee per dispute.
FAQ
What chargeback rate is acceptable? Around 1.2% on average by sector. Above 2%, some PSPs threaten to suspend the merchant account, hence the importance of prevention and a strong evidence file.
Which evidence matters most? The trio delivery proof + callback log + KYC match. Those three items raise the win rate from about 40% (good faith alone) to 72%.
How long to respond to a dispute? Usually 15 days. Past that, the dispute is lost by default, however strong your file. Organise your evidence upfront.
Is the dispute fee refunded if I win? No. The dispute fee (often ~NGN 5,000 with Nigerian PSPs) is kept even on success. Treat it as an operating cost.
Where do you handle disputes? On the PSP portal (for example the Flutterwave dispute portal) or the operator back office. A system that auto-archives callback and delivery greatly speeds up the response.
Let's talk about your project. We can set up automatic archiving of your delivery proofs and callback logs to win your disputes. 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.
