The verdict in three sentences
Payment disputes (double debit, item not received, fraud) are unavoidable, but a healthy dispute rate stays under 1 % of transactions. A written workflow + time-stamped evidence resolves 80 % of cases without escalating to the provider or bank. The rest is handled within the deadlines: mobile money refund 3 to 10 business days, card chargeback window up to 120 days.
Mapping dispute types
Each complaint type has its evidence and its owner. A double debit is proven by the webhook log; an item not received by the delivery slip; fraud by the login history. Without a clear matrix, the agent improvises and the outcome depends on their mood.
| Dispute type | Resolution time | Evidence required | Owner |
|---|---|---|---|
| Double debit | 3 to 5 business days | Webhook log + transaction ID | Provider/PSP |
| Item not received | 5 to 10 business days | Time-stamped delivery slip | Merchant |
| Item not as described | 5 to 10 days | Photo + return policy | Merchant |
| Fraud / account takeover | Up to 120 days (card) | Login log + KYC | Bank/PSP |
| Wrong amount | 3 to 7 days | Receipt + cart capture | Merchant |
The delays and fees that surprise
A refund is not instant: budget 3 to 10 business days on mobile money. And beware, the collection fee on the initial payment is often not refunded by the provider: refunding 10,000 FCFA costs you the goods plus the 150-200 FCFA already deducted.
| Element | 2026 rule | Merchant impact |
|---|---|---|
| MM refund delay | 3 to 10 business days | Cash tied up |
| Initial collection fee | not refunded | Dead loss 1.5-2 % |
| Card chargeback window | up to 120 days | Late risk |
| Paystack dispute SLA | 48 to 72 h | Reaction time |
| Healthy dispute rate | < 1 % transactions | Merchant score |
Mini case study
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Ama runs an online store with 1,500 transactions/month. Her dispute rate climbs to 2 %, i.e. 30 cases, each taking 40 min of agent time with no process, i.e. 20 h/month. By deploying a workflow with an evidence matrix, she resolves 80 % in self-service and cuts the time by three: ~7 h/month. At 2,500 FCFA/h she saves 32,500 FCFA/month, and above all protects her merchant score under the 1 % line.
FAQ
What dispute rate is acceptable? Below 1 % of transactions. Above that, the provider can raise your fees, require a reserve, or even suspend the merchant account.
How long for a mobile money refund? Budget 3 to 10 business days depending on the provider. Tell the customer upfront to avoid a second impatient complaint.
Is the initial payment fee refunded? Usually not: the 1.5 to 2 % collection stays on you. A refund is therefore always a dead loss beyond the goods.
What evidence is accepted? Confirmation SMS, time-stamped webhook log, delivery slip and cart capture. Time-stamped, they resolve 80 % of cases without escalation.
What is the PSP response SLA? On Paystack, budget 48 to 72 h to handle a dispute. Prepare the full file before opening the case so you do not waste that window.
Let's talk about your project. We structure your dispute workflow, evidence matrix and response templates to keep your merchant score under 1 %. 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.
