The verdict in three sentences
In mobile money, the dispute rate is low (0.2 to 0.6% of transactions) but each case locks the amount for 7 to 21 days while you provide proof of delivery. On cards, a chargeback costs you 15 to 25 EUR in fixed fees on top of the refund, and a rate above 1% triggers processor sanctions. The golden rule: document every order (timestamp, delivery proof, customer exchange) to win the case before it even opens.
Anatomy of a dispute: delays, proof, fees
Not all disputes are equal. An amicable refund settles in 24h; a contested card chargeback can last 6 weeks. The table below gives 2026 order-of-magnitude figures per case type.
| Dispute type | Resolution time | Proof required | Merchant fee | Threshold before sanction |
|---|---|---|---|---|
| Amicable refund (mobile money) | 24-72 h | Written customer agreement | 0 FCFA | Unlimited |
| Mobile money dispute (Wave/OM) | 7-21 days | Timestamped delivery proof | 0 FCFA | > 0.8% of volume |
| Card chargeback "item not received" | 15-45 days | Tracking + signature | 10,000-16,000 FCFA | > 1% of transactions |
| Card chargeback "fraud" | 30-60 days | 3DS + IP + KYC | 10,000-16,000 FCFA | > 0.9% of transactions |
| Subscription reversal | 15-30 days | Proof of consent | 8,000-13,000 FCFA | > 0.5% of subscribers |
| Wrong amount | 24-48 h | Receipt + API logs | 0 FCFA | Unlimited |
Mobile money transactions are push-based (the customer actively confirms the debit): fraud is structurally lower than cards, which is why most aggregators charge no fixed fee.
Cutting your dispute rate: concrete levers
A dispute costs three ways: the refunded amount, any fees, and human time (30-60 min per case). Investing in prevention always pays.
| Prevention lever | Setup effort | Estimated dispute reduction | Cost |
|---|---|---|---|
| Auto receipt + confirmation SMS | Low | -20 to -30% | Included |
| Photo/signature delivery proof | Medium | -35 to -50% | 0-25,000 FCFA/mo |
| Precise product description + real photos | Low | -15 to -25% | 0 FCFA |
| Clear posted return policy | Low | -10 to -20% | 0 FCFA |
| 3DS active on card payments | Medium | -40 to -60% fraud | Included |
| Customer reply < 2h | Medium | -25 to -40% escalations | Team time |
Mini case study
Awa, owner of a cosmetics shop in Dakar, collects 4,200,000 FCFA per month, 70% via Wave and Orange Money, 30% by card. Before, she faced 9 disputes/month: 6 mobile money (funds frozen 12 days on average) and 3 card chargebacks at 13,000 FCFA in fees each, i.e. 39,000 FCFA in fixed fees plus 145,000 FCFA in lost sales. After adding auto receipts, photo delivery proof and sub-2h customer replies, she dropped to 3 disputes/month. Monthly saving: ~26,000 FCFA in fees + 95,000 FCFA in rescued sales, and above all a merchant account that stays compliant.
FAQ
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Can mobile money really be charged back?
Not in the card sense: there is no automatic reversal. The operator opens a dispute and asks for proof of delivery within 7 to 21 days; without a reply, the amount is refunded to the customer.
What dispute rate triggers a sanction?
On cards, exceeding 1% chargebacks puts you in a monitoring program (higher fees, frozen reserve). In mobile money, above 0.8% of volume, the aggregator may request an audit or freeze payouts.
How long do my funds stay frozen?
On average 7 to 21 days in mobile money, during the investigation. A timestamped delivery proof provided immediately shortens this to 48-72h.
Is a simple screenshot enough as proof?
Rarely. Prefer timestamped, traceable proof: signature on delivery, geolocated photo, or carrier API log. That is what tips 60 to 70% of cases in your favor.
Should I enable 3DS despite the risk of losing sales?
Yes for cards: 3DS cuts fraud by 40 to 60% and shifts liability to the issuing bank. The slight friction is offset by fewer costly chargebacks.
Let's talk about your project. We build automatic receipts, delivery proof and dispute handling into your store from launch. 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.
