Who pays MoMo fees, merchant or customer, in Nairobi in 2026?

The verdict in three sentences

Passing mobile money fees to the customer protects your margin but costs an average 4 points of conversion when the surcharge is visible at checkout. In Nairobi in 2026, the default structure varies by operator: some wallets put withdrawal fees on the customer, while M-Pesa Till setups place them on the merchant. The simple rule: absorb on small baskets, consider passing on above 50,000 FCFA, and always validate with a two-week A/B test.

Absorb, surcharge or share?

Three strategies exist, each with a different risk profile. The choice depends on your gross margin and average basket.

The fourth option, baking fees into the listed price, is often best: the customer sees no surcharge and your margin is protected, provided you nudge catalogue prices up by 1 to 2 %.

What operators do by default

Understanding who natively bears the fee avoids charging it twice. Here are 2026 practices by operator.

Mini case study

Ibrahim runs a ready-to-wear shop in Nairobi, average basket 35,000 FCFA, 400 orders a month via a wallet. He A/B tests a visible 1.5 % surcharge for two weeks. Result: conversion drops from 100 to 96 orders per 100 ready buyers, i.e. -4 %. The 16 lost orders for the month (560,000 FCFA of revenue) far exceed the 210,000 FCFA of fees he wanted to save. He chooses to absorb and nudge catalogue prices up by 1 %.

FAQ

Does passing on fees really lower sales? Yes: a surcharge shown at checkout cuts conversion by about 4 points on average. It's the most sensitive step of the funnel, where any friction is costly.

Who pays wallet withdrawal fees by default? On a withdrawal, fees are historically borne by the customer. On merchant collection, the structure depends on your contract: check before adding a surcharge on top.

Is it better to bake fees into the listed price? Often yes: by nudging catalogue prices up 1 to 2 %, the customer sees no surcharge and your margin is protected. It's the most painless solution.

How do I choose which strategy? Run an A/B test over at least two weeks, comparing conversion and net margin. On a basket above 50,000 FCFA, passing on often works; below that, absorb.

Can I earn by referring Kolonell? Yes: the referral program pays 12 % on an e-commerce sale, 15 % + 5 % recurring on a showcase site, 8 % on institutional. A lead that closes can be worth a lot.

Let's talk about your project. We'll set up the A/B test and the fee strategy that preserves your conversion. WhatsApp +221 77 596 93 33.