The verdict in three sentences
A card chargeback and a mobile-money dispute are not handled the same way: the first goes through the issuing bank, the second through a provider reversal window. Unmanaged, they cost you the fee + the goods + reputation: a lost card chargeback is the reversed amount plus a ZAR 50-150 fee, with only a 30-45 % chance of winning even with evidence. A documented refund policy is your best defence: it cuts disputes by 25-40 %.
Card chargeback versus mobile-money dispute
The two mechanisms differ on timing, cost and your defence levers. Here are the 2026 orders of magnitude.
| Criterion | Card chargeback | Mobile-money dispute |
|---|---|---|
| Channel | issuing bank | provider (OM/MTN) |
| Contest window | up to 120 days | 24 - 72 h |
| Fixed fee | ZAR 50 - 150 | often none |
| Amount | reversed automatically | reversal if valid |
| Win rate with evidence | 30 - 45 % | 50 - 70 % |
| Refund timing | 1 - 3 weeks | T+1 to T+2 |
Cards give more time but cost more and are won less often. Mobile money demands a fast reaction within 24-72 hours.
What an unmanaged dispute really costs
Every unresolved dispute is more than the contested amount. Add the fee, the goods sometimes already shipped, and the handling time.
| Element | 2026 order of magnitude |
|---|---|
| Dispute rate (benchmark) | 0.3 - 0.9 % of orders |
| Average cost of an unresolved dispute | 20,000 - 60,000 FCFA |
| Card chargeback fee | ZAR 50 - 150 |
| Mobile-money reversal window | 24 - 72 h |
| Dispute drop with a clear policy | -25 to -40 % |
On 2,000 orders/month at 0.6 % disputes, that is 12 disputes, or 240,000-720,000 FCFA/month at stake. A documented policy that brings the rate to 0.4 % saves several disputes each month.
Mini case study
Thabo sells apparel online from Johannesburg, 1,800 orders/month, half card via Paystack, half mobile money. His dispute rate is 0.8 %, or ~14 disputes/month, at an average cost of 40,000 FCFA = 560,000 FCFA/month.
He sets up a clear flow: systematic proof of delivery, a posted refund policy, a reaction within 24 h on mobile-money reversals. Estimated result: the dispute rate falls to 0.5 % (~9 disputes), and the card win rate rises from 30 % to 45 %. Estimated saving: ~5 disputes avoided x 40,000 = 200,000 FCFA/month, plus preserved reputation. Cost: setting up a documented workflow, paid back in under a month.
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FAQ
What is the timing difference between the two?
A card chargeback can land up to 120 days after purchase, giving you time to respond. A mobile-money dispute has a short 24-72 h window: react fast or the reversal is lost.
How do I improve my chances of winning a chargeback?
Document everything: proof of delivery, customer exchanges, policy accepted at checkout. With a solid file, the win rate rises from ~30 % to 45 %; without evidence you almost always lose.
Does a refund policy really reduce disputes?
Yes: a clear, visible policy cuts disputes by 25-40 %, because many customers dispute simply because they did not understand the refund procedure.
How much does an unresolved dispute cost?
On average 20,000-60,000 FCFA, adding the amount, the fee and the goods. On 2,000 orders, even 0.6 % disputes is several hundred thousand FCFA a month.
Should card and mobile money be handled separately?
Yes: channels, timing and levers differ. A unified tracker that distinguishes both flows lets you react in the right window every time.
Let's talk about your project. We can build your dispute and refund flow, card and mobile money, with the right timing and a policy that protects your margin. 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.
