The verdict in three sentences
Refunds are the #1 support ticket for African online stores: 30 to 40% of requests are "where is my refund?". Each provider imposes a different SLA and its own manual step, from Wave at T+0 to MTN MoMo up to 5 business days. Publishing a clear refund policy with the real timelines cuts these tickets and protects your reputation.
API refund vs manual reversal vs new outbound transfer
Three paths exist to refund. The API refund cancels the original transaction (fast, traceable). The manual reversal goes through provider support (slow). The new outbound transfer re-creates a payment to the customer (simple but costs a non-recoverable transfer fee).
| Method | Delay | Traceability | Fee cost |
|---|---|---|---|
| API refund | T+0 to T+2 | High | Sometimes non-recoverable (~1%) |
| Manual reversal | 24 to 72h | Medium | Variable |
| New outbound transfer | Instant to 24h | Low | 100 to 250 FCFA/transfer |
*2026 ballpark.*
The per-provider SLAs
Quoting the right timeline avoids half the follow-ups. Here are the observed ranges, to state plainly in your policy.
| Provider | Refund SLA | Fee recoverable? | Partial refund |
|---|---|---|---|
| Wave | T+0 to T+2 | Often no | Supported |
| Orange Money | 24 to 72h | Variable | Supported |
| MTN MoMo | Up to 5 business days | Often no | Channel-dependent |
| Paystack | 5 to 10 business days | Variable | Supported |
*2026 ranges; official timelines depend on the merchant contract.*
Mini case study
Ngozi runs a fashion store in Lagos, 500 orders/month, 6% refunds (30/month). Before, each refund generated 1.5 customer follow-ups, about 45 tickets. By showing "Wave: 0-2 days, MoMo: up to 5 days" on the order page and sending an SMS at issuance, she cut follow-ups by 60%: from 45 to 18 tickets/month. At 10 min per ticket, that's 4.5 h/month reclaimed.
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FAQ
Which provider refunds fastest?
Wave, usually T+0 to T+2. Orange Money follows in 24-72h. MTN MoMo is the slowest, up to 5 business days depending on the channel.
Is the 1% fee refunded to the customer?
Often not: on a refund, the original merchant fee is not always returned. Plan for it in your policy and, if needed, refund the gross amount to avoid a dispute.
How do I cut "where is my refund?" tickets?
By showing the real per-provider SLA and sending an SMS/email as soon as the refund is issued. That cuts 50 to 60% of follow-ups.
Can I do partial refunds?
Yes with Wave and Orange Money. For MTN MoMo and Paystack it depends on the channel; sometimes you must send a new transfer for the partial amount.
Do I need a written policy?
Yes, essential. A clear template (timelines, conditions, channel) reduces disputes and reassures the buyer before they even purchase.
Let's talk about your project. We automate your mobile-money refunds and write your clear per-provider policy. 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.
