Safaricom confirmed that a reversal can be blocked if the recipient disputes that the money was sent in error, as the system automatically cancels the request when the recipient refuses.

If the unintended recipient has an active Fuliza overdraft, incoming funds are applied to clear that debt, leaving no balance for the sender to retrieve.

Payments sent to a Pochi la Biashara (business) wallet cannot be reversed without the explicit consent of the business owner, a safeguard against post‑sale reversal abuse.

A reversal request is also rejected when more than 24 hours have passed since the original transaction, when the recipient’s wallet lacks sufficient funds, or when the maximum number of reversal attempts for that transaction has been reached.

Accounts that appear on Safaricom’s blacklist are ineligible for reversal processing.

Transaction fees are not refunded even if a reversal is approved; the charge is retained as payment for the transfer service.

When a reversal is denied because the recipient refuses to cooperate, Safaricom advises users to keep the original M‑Pesa confirmation message and lodge a police report, turning the dispute into a legal matter rather than a customer‑service issue.

Safaricom continues to promote the Hakikisha feature in the M‑Pesa app, which shows the registered name linked to a phone number before confirming a transfer, helping users verify recipients in advance.