The verdict in three sentences
A mobile money refund must go back to the source number, and the original collection fees (1 to 1.5%) are generally not returned: every full refund costs you that share. With a 5 to 10% return rate in fashion and electronics, the smart move is to steer toward store credit rather than cash whenever possible. A clear, traceable and automated policy protects your cash reserve and arms you for disputes.
Full, partial or store credit: the mechanics
Three options depending on the return reason. A full refund to the source wallet is the most expensive; store credit keeps the money in your ecosystem; partial applies when the product was used or return shipping is on the customer.
| Option | Delay | Real cost to you | When to use |
|---|---|---|---|
| Full refund | instant to 72h | original fees lost (1-1.5%) | defective product, store error |
| Store credit | immediate | 0 (money kept) | change of mind, wrong size |
| Partial refund | 24 to 72h | original fees + justified retention | opened product, return fees |
Golden rule: the refund must always go to the source mobile money number. Refunding to a different number is a fraud signal and complicates traceability.
Real cost on a 50,000 FCFA cart
| Item | Full | Store credit | Partial (15% retained) |
|---|---|---|---|
| Returned to customer | 50,000 FCFA | 50,000 FCFA (credit) | 42,500 FCFA |
| Lost collection fees | 500 to 750 FCFA | 0 | 500 to 750 FCFA |
| Cash out of treasury | 50,000 FCFA | 0 | 42,500 FCFA |
| Repurchase probability | baseline | high | medium |
| Estimated net cost | 500 to 750 FCFA | near zero | retention covers fees |
On 100 orders/month at 50,000 FCFA and an 8% return rate, 8 full refunds cost 4,000 to 6,000 FCFA in lost fees and pull 400,000 FCFA out of cash. Shifting half to store credit saves the fees and keeps 200,000 FCFA in the shop.
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Mini case study
Fatou, manager of a fashion shop in Thiès, handles 120 orders/month with a 45,000 FCFA average cart and a 9% return rate (≈ 11 returns). Refunding everything in cash: 11 × 45,000 = 495,000 FCFA out + ~6,200 FCFA of lost original fees. By offering store credit with a 10% bonus for size changes (6 of 11 cases), she keeps 270,000 FCFA in cash and only pays out 225,000 FCFA. Immediate fee and cash savings, without frustrating customers.
FAQ
Can I refund to a number other than the original? Avoid it: refunding to the source number is the anti-fraud standard and eases proof in disputes. Refunding to a third party exposes you.
Do Wave/OM collection fees get refunded by the operator? Usually not: what you paid to collect stays with the operator. That is why store credit, which triggers no new fee, is often preferable.
What is the legal refund deadline in Senegal? No single mandated deadline, but a refund within 72h is a trust standard. Instant is possible in mobile money and improves your reviews.
How do I trace a refund for a dispute? Keep the original transaction ID, the refund ID, the date, the reason and proof of return. A serious e-commerce module logs everything automatically.
Store credit or cash: which to favor? Store credit for change of mind and sizing (keeps the money, drives repurchase), cash for defects and your own errors (mandatory for trust).
Let's talk about your project. We set up a traceable refund policy, automatic store credits and dispute logging on your store. 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.
