The verdict in three sentences
Unlike cards, mobile money has no automatic chargeback, but a customer can open a dispute with the operator or merchant for up to 30 days. With solid proof of delivery and a structured file, the resolution rate in the merchant's favour reaches around 85%. An unresolved dispute is costly: lost goods plus fees, often above 20,000 FCFA.
The steps of dispute handling
A well-handled dispute follows a precise sequence. Each step has a target deadline to prevent escalation.
| Step | Target deadline | Owner | Key document |
|---|---|---|---|
| Complaint received | D+0 | Support | Timestamped ticket |
| Transaction verification | D+1 | Finance | Payment reference |
| Build the evidence file | D+2 | Logistics | Proof of delivery |
| Proposal to customer | D+3 | Support | Written reply |
| Escalate to operator if needed | D+7 | Manager | Full file |
| Closure / refund | D+10 to D+15 | Finance | Receipt |
Required documents and cost of an unresolved dispute
The quality of your file decides the outcome. Here are the items to gather and what a lost dispute costs.
| Document | Purpose | Impact on resolution |
|---|---|---|
| Mobile money payment receipt | Proves collection | Essential |
| Signed proof of delivery | Proves handover | Decisive (85% success) |
| Carrier tracking | Traces the parcel | Strong |
| Customer exchanges (SMS/WhatsApp) | Shows good faith | Medium |
| Photo of parcel before shipping | Counters "damaged product" claims | Medium |
Average cost of an unresolved dispute in 2026: 20,000 to 35,000 FCFA (goods + logistics + support time), not counting the potential negative review.
Mini case study
Fatou, who runs an online grocery in Nairobi, received 12 disputes a month and lost half for lack of evidence — 6 x 25,000 = 150,000 FCFA/month. By requiring signed proof of delivery and carrier tracking as standard, her resolution rate climbed to 88%: she now loses only 1 to 2 disputes a month, around 40,000 FCFA. Net gain: 110,000 FCFA per month.
FAQ
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What is the window to open a mobile money dispute?
Generally up to 30 days after the transaction, depending on the operator. Beyond that, the claim is harder to process and often refused.
Does proof of delivery really change the outcome?
Yes, it is the decisive document: with signed proof, the merchant-favourable resolution rate reaches around 85%. Without it, you lose most disputes.
Should you refund as soon as a customer complains?
No, you should investigate first. A reflex refund encourages abuse; a documented decision within 10 to 15 days protects your margin.
How do you reduce disputes at the source?
Accurate product descriptions, real photos, kept delivery promises and shared tracking. Transparency often halves disputes.
Kolonell support
We add a dispute management module to your store: ticket opening, automatic evidence collection and deadline tracking. You turn a pain point into a controlled process.
Let's talk about your project. We equip your mobile money dispute management for 2026. 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.
