The verdict in three sentences
With mobile money, there is no automatic chargeback like on cards: the merchant triggers the refund, or operator support does in case of a wrong transfer. Delays run from 24-72 hours via direct support to 7-15 days via an aggregator, with a resolution rate of 60 to 80% depending on the quality of evidence. A clear, displayed refund policy reduces both disputes and abusive requests.
Who refunds what, and how fast
The right contact depends on the nature of the problem. A transfer to a wrong number is not handled like an undelivered order.
| Dispute type | Contact | Typical 2026 delay | Resolution rate (estimate) |
|---|---|---|---|
| Paid order not delivered | The merchant | 24-72 h | 75-90% |
| Double debit / technical error | Merchant + aggregator | 2-7 d | 80-95% |
| Transfer to wrong number | Operator support | 24-72 h | 50-70% |
| Disputed payment (fraud) | Operator + report | 7-15 d | 40-60% |
| Non-conforming product | The merchant | 24-72 h | 60-80% |
| Dispute via aggregator | Aggregator | 7-15 d | 60-80% |
The lesson is simple: the more you handle the refund directly, the faster it resolves. Systematically pushing the customer to the operator lengthens delays and hurts your reputation.
The evidence that makes the difference
A complete file resolves twice as fast. Here is what to gather before any request.
| Evidence | Why it matters | Required? |
|---|---|---|
| Transaction reference | Uniquely identifies the payment | Yes |
| Exact date and time | Enables operator-side matching | Yes |
| Precise amount | Distinguishes similar payments | Yes |
| Sender/receiver number | Traces the flow | Yes |
| Notification screenshot | Proof of debit on the customer side | Recommended |
| Proof of non-delivery | Justifies a commercial refund | Case-dependent |
Without the transaction reference, most support teams can't even open the file. It's the first thing to ask the customer for.
Refund policy template to display
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Display a short, readable policy: request window (for example 7 days after the order), conditions (undelivered or non-conforming product), refund method (same mobile money channel), and stated processing time (for example 72 business hours). A visible policy lowers abusive requests because the frame is set in advance, and it protects the merchant in a dispute.
Mini case study
Fatou, who runs an online apparel shop in Dakar, gets about 25 refund requests/month on 600 orders. Before, with no displayed policy, she refunded case by case and spent 4 hours/week on disputes, with 30% abusive requests. She displays a 7-day policy and systematically requires the transaction reference plus proof. As a result: abusive requests drop to 10%, handling time to 1 hour/week, and the average refund delay goes from 6 days to 48 hours. On an average basket of 35,000 FCFA, she avoids about 5 unjustified refunds/month, roughly 175,000 FCFA preserved.
FAQ
Does mobile money have a chargeback like cards? No. There is no automatic mechanism: refunds go through the merchant or, for a wrong transfer, through operator support. That's why your internal policy is decisive.
How long does a refund take? Usually 24 to 72 hours when the merchant handles it directly, and 7 to 15 days when it has to go through an aggregator or operator report.
How do I limit abusive requests? Display a clear policy (window, conditions, evidence) and require the transaction reference plus proof. The frame set in advance deters most abuse.
What about a transfer to a wrong number? Contact operator support with the reference, date and amount. The recovery rate is around 50 to 70%, especially if you act fast before the recipient withdraws the funds.
Should I refund on the same channel? Yes, that is the safest practice: refund to the sending mobile money number. This avoids refund fraud to another account.
Let's talk about your project. We build refund handling and a clear policy directly into your online shop. 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.
