Re: [kictanet] Reversing MPESA Transactions in a Today's World
Hi Mercy Have you tried the new safaricom App ? Get it from playstore and share your experience. It's has laid a foundation for live chatbot. Timothy Oriedo about.me/Timoriedo On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke> wrote: Hello everyone. I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔) I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction. Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken. Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers. Have a great day ahead. -- *Mercy Mutemi, Advocate*. _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/timoriedo%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful. Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone. On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Mercy, Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem. That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago. Best Regards On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- There is always a way where there is a will.>>
The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy, Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem. That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago. Best Regards On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- There is always a way where there is a will.>> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/kivuva%40transworldafrica.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place. Why not allow for reversal? On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet < kictanet@lists.kictanet.or.ke> wrote:
The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains.
Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions.
Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- There is always a way where there is a will.>>
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- *Mercy Mutemi, Advocate*.
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer. In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns. On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom. Currently the app is at 1M downloads for both IOS and android Regards On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet < kictanet@lists.kictanet.or.ke> wrote:
It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet < kictanet@lists.kictanet.or.ke> wrote:
The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains.
Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions.
Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- *Mercy Mutemi, Advocate*.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
I just have a problem with Safaricom making reversals because someone has complained. What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan. Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'. Unless I am missing something and plead to be educated. walu. From: simon njoroge via kictanet <kictanet@lists.kictanet.or.ke> To: jwalu@yahoo.com Cc: simon njoroge <snjoro45@gmail.com> Sent: Saturday, May 13, 2017 8:07 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World @ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B  merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer. In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns. On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom. Currently the app is at 1M downloads for both IOS and android  Regards On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <kictanet@lists.kictanet.or.ke> wrote: It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place. Why not allow for reversal? On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <kictanet@lists.kictanet.or.ke > wrote: The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains.Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy, Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem. That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago. Best Regards On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <kictanet@lists.kictanet.or.ke > wrote: Great Timothy,  I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful. Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone. On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hi Mercy Have you tried the new safaricom App ? Get it from playstore and share your experience. It's has laid a foundation for live chatbot.   Timothy Oriedo about.me/Timoriedo    On 12 May 2017 07:23, "kanini mutemi via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hello everyone. I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔) I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction. Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.  Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers. Have a great day ahead. -- Mercy Mutemi, Advocate. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ timoriedo%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ dmuthoni%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ stevemutuvi%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. -- There is always a way where there is a will.>> ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kivuva%40transworldafrica.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kaninimutemi%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. -- Mercy Mutemi, Advocate. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ snjoro45%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities Regards Simon On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com> wrote:
I just have a problem with Safaricom making reversals because someone has complained.
What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.
Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.
Unless I am missing something and plead to be educated.
walu.
------------------------------ *From:* simon njoroge via kictanet <kictanet@lists.kictanet.or.ke> *To:* jwalu@yahoo.com *Cc:* simon njoroge <snjoro45@gmail.com> *Sent:* Saturday, May 13, 2017 8:07 AM *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer.
In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.
On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom.
Currently the app is at 1M downloads for both IOS and android
Regards
On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet < kictanet@lists.kictanet.or.ke> wrote:
It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet < kictanet@lists.kictanet.or.ke > wrote:
The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke > wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- There is always a way where there is a will.>>
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet <https://lists.kictanet.or.ke/mailman/listinfo/kictanet> Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ <https://www.facebook.com/KICTANet/>
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- *Mercy Mutemi, Advocate*.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Ok. Which authorities? The Church, The regulator, CA,  the  Cops? The Chief, the Magistrate? And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve? #Asking4Myself. walu. From: simon njoroge <snjoro45@gmail.com> To: Walubengo J <jwalu@yahoo.com> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Saturday, May 13, 2017 11:20 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities RegardsSimon On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com> wrote: I just have a problem with Safaricom making reversals because someone has complained. What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan. Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'. Unless I am missing something and plead to be educated. walu. From: simon njoroge via kictanet <kictanet@lists.kictanet.or.ke > To: jwalu@yahoo.com Cc: simon njoroge <snjoro45@gmail.com> Sent: Saturday, May 13, 2017 8:07 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World @ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B  merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer. In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns. On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom. Currently the app is at 1M downloads for both IOS and android  Regards On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <kictanet@lists.kictanet.or.ke > wrote: It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place. Why not allow for reversal? On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <kictanet@lists.kictanet.or.ke > wrote: The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains.Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy, Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem. That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago. Best Regards On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <kictanet@lists.kictanet.or.ke > wrote: Great Timothy,  I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful. Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone. On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hi Mercy Have you tried the new safaricom App ? Get it from playstore and share your experience. It's has laid a foundation for live chatbot.   Timothy Oriedo about.me/Timoriedo    On 12 May 2017 07:23, "kanini mutemi via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hello everyone. I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔) I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction. Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.  Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers. Have a great day ahead. -- Mercy Mutemi, Advocate. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ timoriedo%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ dmuthoni%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ stevemutuvi%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. -- There is always a way where there is a will.>> ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kivuva%40transworldafrica.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kaninimutemi%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. -- Mercy Mutemi, Advocate. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ snjoro45%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ jwalu%40yahoo.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that) An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice. A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-) ______________________ Mwendwa Kivuva, Nairobi, Kenya twitter.com/lordmwesh On 13 May 2017 at 12:26, Walubengo J via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Ok.
Which authorities? The Church, The regulator, CA, the Cops? The Chief, the Magistrate?
And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve?
#Asking4Myself.
walu.
------------------------------ *From:* simon njoroge <snjoro45@gmail.com> *To:* Walubengo J <jwalu@yahoo.com> *Cc:* KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> *Sent:* Saturday, May 13, 2017 11:20 AM
*Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities
Regards Simon
On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com> wrote:
I just have a problem with Safaricom making reversals because someone has complained.
What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.
Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.
Unless I am missing something and plead to be educated.
walu.
------------------------------ *From:* simon njoroge via kictanet <kictanet@lists.kictanet.or.ke > *To:* jwalu@yahoo.com *Cc:* simon njoroge <snjoro45@gmail.com> *Sent:* Saturday, May 13, 2017 8:07 AM *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer.
In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.
On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom.
Currently the app is at 1M downloads for both IOS and android
Regards
On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet < kictanet@lists.kictanet.or.ke > wrote:
It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet < kictanet@lists.kictanet.or.ke > wrote:
The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke > wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- There is always a way where there is a will.>>
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet <https://lists.kictanet.or.ke/mailman/listinfo/kictanet> Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ <https://www.facebook.com/KICTANet/>
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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Back to the hakikisha bit, I don't know whether anyone else finds the user interface problematic. In the Mpesa transaction, the user agrees to each step by confirming but hakikisha seems to be the other way round- disagree with the above. Also, the rest of the transaction is a yes-no but at hakikisha customer has to input a number. I always find that a bit confusing and I have to read the message severally to confirm what is needed of me by which time the 20secs is over. Why can't hakikisha be more smoothly integrated as part of the transaction. That unless customer completes hakikisha, transaction is not sent? On 13 May 2017 6:16 a.m., "Mwendwa Kivuva via kictanet" < kictanet@lists.kictanet.or.ke> wrote:
That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that)
An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice.
A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-)
______________________ Mwendwa Kivuva, Nairobi, Kenya twitter.com/lordmwesh
On 13 May 2017 at 12:26, Walubengo J via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Ok.
Which authorities? The Church, The regulator, CA, the Cops? The Chief, the Magistrate?
And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve?
#Asking4Myself.
walu.
------------------------------ *From:* simon njoroge <snjoro45@gmail.com> *To:* Walubengo J <jwalu@yahoo.com> *Cc:* KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> *Sent:* Saturday, May 13, 2017 11:20 AM
*Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities
Regards Simon
On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com> wrote:
I just have a problem with Safaricom making reversals because someone has complained.
What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.
Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.
Unless I am missing something and plead to be educated.
walu.
------------------------------ *From:* simon njoroge via kictanet <kictanet@lists.kictanet.or.ke > *To:* jwalu@yahoo.com *Cc:* simon njoroge <snjoro45@gmail.com> *Sent:* Saturday, May 13, 2017 8:07 AM *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer.
In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.
On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom.
Currently the app is at 1M downloads for both IOS and android
Regards
On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet < kictanet@lists.kictanet.or.ke > wrote:
It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet < kictanet@lists.kictanet.or.ke > wrote:
The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke > wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
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Ok. So the 'authority' here is the police?  I just needed to know and confirm that indeed the process leads to a dead end and is potentially not exactly useful to the customer. Disclaimer:Am not blaming Safaricom here. I am just saying the process is broken and we should collectively fix it. Innovators?  Any one? walu. From: Mwendwa Kivuva <Kivuva@transworldafrica.com> To: Walubengo J <jwalu@yahoo.com>; KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Cc: Mwendwa Kivuva <kivuva@transworldafrica.com> Sent: Saturday, May 13, 2017 1:15 PM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that) An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice. A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-) ______________________ Mwendwa Kivuva, Nairobi, Kenya twitter.com/lordmwesh On 13 May 2017 at 12:26, Walubengo J via kictanet <kictanet@lists.kictanet.or.ke> wrote: Ok. Which authorities? The Church, The regulator, CA,  the  Cops? The Chief, the Magistrate? And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve? #Asking4Myself. walu. From: simon njoroge <snjoro45@gmail.com> To: Walubengo J <jwalu@yahoo.com> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke > Sent: Saturday, May 13, 2017 11:20 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities RegardsSimon On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com> wrote: I just have a problem with Safaricom making reversals because someone has complained. What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan. Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'. Unless I am missing something and plead to be educated. walu. From: simon njoroge via kictanet <kictanet@lists.kictanet.or.ke > To: jwalu@yahoo.com Cc: simon njoroge <snjoro45@gmail.com> Sent: Saturday, May 13, 2017 8:07 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World @ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B  merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer. In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns. On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom. Currently the app is at 1M downloads for both IOS and android  Regards On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <kictanet@lists.kictanet.or.ke > wrote: It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place. Why not allow for reversal? On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <kictanet@lists.kictanet.or.ke > wrote: The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains.Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy, Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem. That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago. Best Regards On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <kictanet@lists.kictanet.or.ke > wrote: Great Timothy,  I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful. Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone. On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hi Mercy Have you tried the new safaricom App ? Get it from playstore and share your experience. It's has laid a foundation for live chatbot.   Timothy Oriedo about.me/Timoriedo    On 12 May 2017 07:23, "kanini mutemi via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hello everyone. I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔) I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction. Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.  Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers. Have a great day ahead. -- Mercy Mutemi, Advocate. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ timoriedo%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ dmuthoni%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ stevemutuvi%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. -- There is always a way where there is a will.>> ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kivuva%40transworldafrica.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kaninimutemi%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. -- Mercy Mutemi, Advocate. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ snjoro45%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ jwalu%40yahoo.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kivuva%40transworldafrica.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Haahaa, For the first time in my life since I started using MPESA 10years ago, I finally made a payment to a wrong number! And it was not a small amount  - judging by the middle class Kenyan standards, of which I assume I belong to :-) So anyway, I have never felt my heart beat so fast. My head felt like it was exploding, I think the blood supply to my brain had doubled. I decided to call the 'lucky' recipient and see if I could negotiate my money back.  She thought I was a conman.  And she kindly told me she is not in the mood for 'Kamiti-type' of conversations. OK. I knew I was done. What next?  But I thought I had pressed 'CANCEL' button! Why did Safaricom still send the money??? Anyway, I knew 'some' people in Safcom. So they just have to sought me out...otherwise am finished.  But 'the people' were not picking the phone!  This was truly turning out to be my day of reckoning. So now am thinking what is the general Safaricom help line? Then I remember that  line is always busy, better use Twitter. So I tweet to Safcom, and I sms them. Meanwhile I keep trying 'the people'. Anyway, to cut story short. Both Safcom Twitter & Safcom SMS help line and also 'the people' eventually came through for me and my money was reversed successfully.  I was then strongly advised to  use the SAFCOM MPESA mobile app which I had downloaded 3weeks ago but never bothered to use. So I decided to use it to resend my transaction. Brilliant experience. If you have a smart phone, just dump the traditional MPESA USSD  and move onto the mobile app. Less Stress. Normal heartbeat. And yes, I have to eat my words. I think I like the reversal process - despite its weakness :-) walu. From: Walubengo J via kictanet <kictanet@lists.kictanet.or.ke> To: jwalu@yahoo.com Cc: Walubengo J <jwalu@yahoo.com> Sent: Saturday, May 13, 2017 6:09 PM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World Ok. So the 'authority' here is the police?  I just needed to know and confirm that indeed the process leads to a dead end and is potentially not exactly useful to the customer. Disclaimer:Am not blaming Safaricom here. I am just saying the process is broken and we should collectively fix it. Innovators?  Any one? walu. From: Mwendwa Kivuva <Kivuva@transworldafrica.com> To: Walubengo J <jwalu@yahoo.com>; KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Cc: Mwendwa Kivuva <kivuva@transworldafrica.com> Sent: Saturday, May 13, 2017 1:15 PM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that) An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice. A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-) ______________________ Mwendwa Kivuva, Nairobi, Kenya twitter.com/lordmwesh On 13 May 2017 at 12:26, Walubengo J via kictanet <kictanet@lists.kictanet.or.ke> wrote: Ok. Which authorities? The Church, The regulator, CA,  the  Cops? The Chief, the Magistrate? And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve? #Asking4Myself. walu. From: simon njoroge <snjoro45@gmail.com> To: Walubengo J <jwalu@yahoo.com> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke > Sent: Saturday, May 13, 2017 11:20 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities RegardsSimon On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com> wrote: I just have a problem with Safaricom making reversals because someone has complained. What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan. Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'. Unless I am missing something and plead to be educated. walu. From: simon njoroge via kictanet <kictanet@lists.kictanet.or.ke > To: jwalu@yahoo.com Cc: simon njoroge <snjoro45@gmail.com> Sent: Saturday, May 13, 2017 8:07 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World @ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B  merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer. In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns. On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom. Currently the app is at 1M downloads for both IOS and android  Regards On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <kictanet@lists.kictanet.or.ke > wrote: It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place. Why not allow for reversal? On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <kictanet@lists.kictanet.or.ke > wrote: The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains.Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy, Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem. That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago. Best Regards On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <kictanet@lists.kictanet.or.ke > wrote: Great Timothy,  I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful. Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone. On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hi Mercy Have you tried the new safaricom App ? Get it from playstore and share your experience. It's has laid a foundation for live chatbot.   Timothy Oriedo about.me/Timoriedo    On 12 May 2017 07:23, "kanini mutemi via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hello everyone. I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔) I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction. Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.  Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers. Have a great day ahead. -- Mercy Mutemi, Advocate. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ timoriedo%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ dmuthoni%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ stevemutuvi%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. -- There is always a way where there is a will.>> ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kivuva%40transworldafrica.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kaninimutemi%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. -- Mercy Mutemi, Advocate. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ snjoro45%40gmail.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ jwalu%40yahoo.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. ______________________________ _________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/ mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/ KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/ mailman/options/kictanet/ kivuva%40transworldafrica.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/ Unsubscribe or change your options at https://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Heeeee! Walu. For a moment there my heart beat fast waiting for a fairytale ending for you. Glad that the app has stepped into that space. It really shouldn't be that hard. Since I am the complainer in chief let me point out that apps are not the ultimate solution. They bug out, they hang and God forbid that Safaricom is offering free data that day... On Thu, May 25, 2017 at 11:06 AM, Walubengo J via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Haahaa,
For the first time in my life since I started using MPESA 10years ago, I finally made a payment to a wrong number!
And it was not a small amount - judging by the middle class Kenyan standards, of which I assume I belong to :-)
So anyway, I have never felt my heart beat so fast. My head felt like it was exploding, I think the blood supply to my brain had doubled.
I decided to call the 'lucky' recipient and see if I could negotiate my money back. She thought I was a conman. And she kindly told me she is not in the mood for 'Kamiti-type' of conversations.
OK. I knew I was done. What next? But I thought I had pressed 'CANCEL' button! Why did Safaricom still send the money???
Anyway, I knew 'some' people in Safcom. So they just have to sought me out...otherwise am finished. But 'the people' were not picking the phone! This was truly turning out to be my day of reckoning.
So now am thinking what is the general Safaricom help line? Then I remember that line is always busy, better use Twitter. So I tweet to Safcom, and I sms them. Meanwhile I keep trying 'the people'.
Anyway, to cut story short. Both Safcom Twitter & Safcom SMS help line and also 'the people' eventually came through for me and my money was reversed successfully. I was then strongly advised to use the SAFCOM MPESA mobile app which I had downloaded 3weeks ago but never bothered to use.
So I decided to use it to resend my transaction. Brilliant experience. If you have a smart phone, just dump the traditional MPESA USSD and move onto the mobile app. Less Stress. Normal heartbeat.
And yes, I have to eat my words. I think I like the reversal process - despite its weakness :-)
walu.
------------------------------ *From:* Walubengo J via kictanet <kictanet@lists.kictanet.or.ke> *To:* jwalu@yahoo.com *Cc:* Walubengo J <jwalu@yahoo.com> *Sent:* Saturday, May 13, 2017 6:09 PM *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
Ok.
So the 'authority' here is the police? I just needed to know and confirm that indeed the process leads to a dead end and is potentially not exactly useful to the customer.
Disclaimer: Am not blaming Safaricom here. I am just saying the process is broken and we should collectively fix it. Innovators? Any one?
walu.
------------------------------ *From:* Mwendwa Kivuva <Kivuva@transworldafrica.com> *To:* Walubengo J <jwalu@yahoo.com>; KICTAnet ICT Policy Discussions < kictanet@lists.kictanet.or.ke> *Cc:* Mwendwa Kivuva <kivuva@transworldafrica.com> *Sent:* Saturday, May 13, 2017 1:15 PM *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that)
An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice.
A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-)
______________________ Mwendwa Kivuva, Nairobi, Kenya twitter.com/lordmwesh
On 13 May 2017 at 12:26, Walubengo J via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Ok.
Which authorities? The Church, The regulator, CA, the Cops? The Chief, the Magistrate?
And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve?
#Asking4Myself.
walu.
------------------------------ *From:* simon njoroge <snjoro45@gmail.com> *To:* Walubengo J <jwalu@yahoo.com> *Cc:* KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke > *Sent:* Saturday, May 13, 2017 11:20 AM
*Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities
Regards Simon
On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com> wrote:
I just have a problem with Safaricom making reversals because someone has complained.
What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.
Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.
Unless I am missing something and plead to be educated.
walu.
------------------------------ *From:* simon njoroge via kictanet <kictanet@lists.kictanet.or.ke > *To:* jwalu@yahoo.com *Cc:* simon njoroge <snjoro45@gmail.com> *Sent:* Saturday, May 13, 2017 8:07 AM *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer.
In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.
On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom.
Currently the app is at 1M downloads for both IOS and android
Regards
On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet < kictanet@lists.kictanet.or.ke > wrote:
It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet < kictanet@lists.kictanet.or.ke > wrote:
The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke > wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- *Mercy Mutemi, Advocate*.
Good morning Listers, Sorry to bring up an old conversation. Section 35 of the Computer Misuse and Cybercrimes Act seems to take this discussion we had last year to the extreme. If you fail to reverse an M-PESA payment that was made erroneously, you risk a two-year jail term, Kshs. 200,000 fine or both. We hate it when we send money to the wrong person and then they disappear but I’m a bit uneasy with making this an offence. Would like to hear what others think about this. Have a great day!
On 13 May 2017, at 17:54, Walubengo J via kictanet <kictanet@lists.kictanet.or.ke> wrote:
Ok.
So the 'authority' here is the police? I just needed to know and confirm that indeed the process leads to a dead end and is potentially not exactly useful to the customer.
Disclaimer: Am not blaming Safaricom here. I am just saying the process is broken and we should collectively fix it. Innovators? Any one?
walu.
From: Mwendwa Kivuva <Kivuva@transworldafrica.com> To: Walubengo J <jwalu@yahoo.com>; KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Cc: Mwendwa Kivuva <kivuva@transworldafrica.com> Sent: Saturday, May 13, 2017 1:15 PM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World
That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that)
An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice.
A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-)
______________________ Mwendwa Kivuva, Nairobi, Kenya twitter.com/lordmwesh <http://twitter.com/lordmwesh>
On 13 May 2017 at 12:26, Walubengo J via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> wrote: Ok.
Which authorities? The Church, The regulator, CA, the Cops? The Chief, the Magistrate?
And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve?
#Asking4Myself.
walu.
From: simon njoroge <snjoro45@gmail.com <mailto:snjoro45@gmail.com>> To: Walubengo J <jwalu@yahoo.com <mailto:jwalu@yahoo.com>> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > Sent: Saturday, May 13, 2017 11:20 AM
Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World
Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities
Regards Simon
On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com <mailto:jwalu@yahoo.com>> wrote: I just have a problem with Safaricom making reversals because someone has complained.
What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.
Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.
Unless I am missing something and plead to be educated.
walu.
From: simon njoroge via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > To: jwalu@yahoo.com <mailto:jwalu@yahoo.com> Cc: simon njoroge <snjoro45@gmail.com <mailto:snjoro45@gmail.com>> Sent: Saturday, May 13, 2017 8:07 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer.
In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.
On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom.
Currently the app is at 1M downloads for both IOS and android
Regards
On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo <http://about.me/Timoriedo>
On 12 May 2017 07:23, "kanini mutemi via kictanet" <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- Mercy Mutemi, Advocate.
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Hi Mercy, I find it extreme for example if you are in the diaspora for a prolonged period and someone sends you money accidentally you might be in a fix when you land and switch on your phone yet you may not even have beem aware, would be keen to know how others think of such a scenario. Regards On Thu, 17 May 2018 08:02 kanini mutemi via kictanet, < kictanet@lists.kictanet.or.ke> wrote:
Good morning Listers,
Sorry to bring up an old conversation. Section 35 of the Computer Misuse and Cybercrimes Act seems to take this discussion we had last year to the extreme. If you fail to reverse an M-PESA payment that was made erroneously, you risk a two-year jail term, Kshs. 200,000 fine or both.
We hate it when we send money to the wrong person and then they disappear but I’m a bit uneasy with making this an offence. Would like to hear what others think about this.
Have a great day!
On 13 May 2017, at 17:54, Walubengo J via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Ok.
So the 'authority' here is the police? I just needed to know and confirm that indeed the process leads to a dead end and is potentially not exactly useful to the customer.
Disclaimer: Am not blaming Safaricom here. I am just saying the process is broken and we should collectively fix it. Innovators? Any one?
walu.
------------------------------ *From:* Mwendwa Kivuva <Kivuva@transworldafrica.com> *To:* Walubengo J <jwalu@yahoo.com>; KICTAnet ICT Policy Discussions < kictanet@lists.kictanet.or.ke> *Cc:* Mwendwa Kivuva <kivuva@transworldafrica.com> *Sent:* Saturday, May 13, 2017 1:15 PM *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that)
An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice.
A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-)
______________________ Mwendwa Kivuva, Nairobi, Kenya twitter.com/lordmwesh
On 13 May 2017 at 12:26, Walubengo J via kictanet < kictanet@lists.kictanet.or.ke> wrote:
Ok.
Which authorities? The Church, The regulator, CA, the Cops? The Chief, the Magistrate?
And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve?
#Asking4Myself.
walu.
------------------------------ *From:* simon njoroge <snjoro45@gmail.com> *To:* Walubengo J <jwalu@yahoo.com> *Cc:* KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke > *Sent:* Saturday, May 13, 2017 11:20 AM
*Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities
Regards Simon
On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com> wrote:
I just have a problem with Safaricom making reversals because someone has complained.
What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.
Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.
Unless I am missing something and plead to be educated.
walu.
------------------------------ *From:* simon njoroge via kictanet <kictanet@lists.kictanet.or.ke > *To:* jwalu@yahoo.com *Cc:* simon njoroge <snjoro45@gmail.com> *Sent:* Saturday, May 13, 2017 8:07 AM *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer.
In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.
On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom.
Currently the app is at 1M downloads for both IOS and android
Regards
On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet < kictanet@lists.kictanet.or.ke > wrote:
It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet < kictanet@lists.kictanet.or.ke > wrote:
The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke > wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
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All This is taking Bad User Experience to another level.. Most of these mistakes happen because Telcos have refused to take the mantra of Great Customer Experience to another level. Now we are criminalizing a mistake.. I have no words.. Ali Hussein Hussein & Associates +254 0713 601113 Twitter: @AliHKassim Skype: abu-jomo LinkedIn: http://ke.linkedin.com/in/alihkassim Blog: www.alyhussein.com "Discovery consists in seeing what everyone else has seen and thinking what no one else has thought". ~ Albert Szent-Györgyi Sent from my iPad
On 17 May 2018, at 8:09 AM, Barrack Otieno via kictanet <kictanet@lists.kictanet.or.ke> wrote:
Hi Mercy,
I find it extreme for example if you are in the diaspora for a prolonged period and someone sends you money accidentally you might be in a fix when you land and switch on your phone yet you may not even have beem aware, would be keen to know how others think of such a scenario.
Regards
On Thu, 17 May 2018 08:02 kanini mutemi via kictanet, <kictanet@lists.kictanet.or.ke> wrote: Good morning Listers,
Sorry to bring up an old conversation. Section 35 of the Computer Misuse and Cybercrimes Act seems to take this discussion we had last year to the extreme. If you fail to reverse an M-PESA payment that was made erroneously, you risk a two-year jail term, Kshs. 200,000 fine or both.
We hate it when we send money to the wrong person and then they disappear but I’m a bit uneasy with making this an offence. Would like to hear what others think about this.
Have a great day!
On 13 May 2017, at 17:54, Walubengo J via kictanet <kictanet@lists.kictanet.or.ke> wrote:
Ok.
So the 'authority' here is the police? I just needed to know and confirm that indeed the process leads to a dead end and is potentially not exactly useful to the customer.
Disclaimer: Am not blaming Safaricom here. I am just saying the process is broken and we should collectively fix it. Innovators? Any one?
walu.
From: Mwendwa Kivuva <Kivuva@transworldafrica.com> To: Walubengo J <jwalu@yahoo.com>; KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Cc: Mwendwa Kivuva <kivuva@transworldafrica.com> Sent: Saturday, May 13, 2017 1:15 PM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World
That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that)
An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice.
A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-)
______________________ Mwendwa Kivuva, Nairobi, Kenya twitter.com/lordmwesh
On 13 May 2017 at 12:26, Walubengo J via kictanet <kictanet@lists.kictanet.or.ke> wrote: Ok.
Which authorities? The Church, The regulator, CA, the Cops? The Chief, the Magistrate?
And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve?
#Asking4Myself.
walu.
From: simon njoroge <snjoro45@gmail.com> To: Walubengo J <jwalu@yahoo.com> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke > Sent: Saturday, May 13, 2017 11:20 AM
Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World
Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities
Regards Simon
On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com> wrote: I just have a problem with Safaricom making reversals because someone has complained.
What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.
Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.
Unless I am missing something and plead to be educated.
walu.
From: simon njoroge via kictanet <kictanet@lists.kictanet.or.ke > To: jwalu@yahoo.com Cc: simon njoroge <snjoro45@gmail.com> Sent: Saturday, May 13, 2017 8:07 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer.
In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.
On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom.
Currently the app is at 1M downloads for both IOS and android
Regards
On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <kictanet@lists.kictanet.or.ke > wrote: It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <kictanet@lists.kictanet.or.ke > wrote: The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <kictanet@lists.kictanet.or.ke > wrote: Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" <kictanet@lists.kictanet.or.ke > wrote: Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- Mercy Mutemi, Advocate.
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I agree @Ali. I see the benefit of a dispute resolution mechanism I do. But there was no need to criminalise it, especially as a strict liability offence. So many scenarios of innocent refusal could arise as @Barack points out. How about the elderly who also use M-PESA? It is overkill for sure. @Safaricom, @Airtel @Telkom (since all providers now have a mobile money facility), I would like your comment. I would have better preferred a dispute resolution mechanism championed by the platform itself. Maybe make failure to comply with the dispute resolution process a crime. It is most unfortunate that an issue that emanates from a customer-provider relationship ends up being solved by police officers, prosecutors and the courts, with the providers simply playing the role of a spectator. Not cool! Again this shows how desperate we have become as a society. We are not honest. No law can re-engineer us back to good behaviour.
On 17 May 2018, at 08:39, Admin CampusCiti via kictanet <kictanet@lists.kictanet.or.ke> wrote:
All
This is taking Bad User Experience to another level.. Most of these mistakes happen because Telcos have refused to take the mantra of Great Customer Experience to another level. Now we are criminalizing a mistake..
I have no words..
Ali Hussein Hussein & Associates +254 0713 601113
Twitter: @AliHKassim Skype: abu-jomo LinkedIn: http://ke.linkedin.com/in/alihkassim <http://ke.linkedin.com/in/alihkassim> <http://ke.linkedin.com/in/alihkassim> Blog: www.alyhussein.com <http://www.alyhussein.com/>
"Discovery consists in seeing what everyone else has seen and thinking what no one else has thought". ~ Albert Szent-Györgyi
Sent from my iPad
On 17 May 2018, at 8:09 AM, Barrack Otieno via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> wrote:
Hi Mercy,
I find it extreme for example if you are in the diaspora for a prolonged period and someone sends you money accidentally you might be in a fix when you land and switch on your phone yet you may not even have beem aware, would be keen to know how others think of such a scenario.
Regards
On Thu, 17 May 2018 08:02 kanini mutemi via kictanet, <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> wrote: Good morning Listers,
Sorry to bring up an old conversation. Section 35 of the Computer Misuse and Cybercrimes Act seems to take this discussion we had last year to the extreme. If you fail to reverse an M-PESA payment that was made erroneously, you risk a two-year jail term, Kshs. 200,000 fine or both.
We hate it when we send money to the wrong person and then they disappear but I’m a bit uneasy with making this an offence. Would like to hear what others think about this.
Have a great day!
On 13 May 2017, at 17:54, Walubengo J via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> wrote:
Ok.
So the 'authority' here is the police? I just needed to know and confirm that indeed the process leads to a dead end and is potentially not exactly useful to the customer.
Disclaimer: Am not blaming Safaricom here. I am just saying the process is broken and we should collectively fix it. Innovators? Any one?
walu.
From: Mwendwa Kivuva <Kivuva@transworldafrica.com <mailto:Kivuva@transworldafrica.com>> To: Walubengo J <jwalu@yahoo.com <mailto:jwalu@yahoo.com>>; KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> Cc: Mwendwa Kivuva <kivuva@transworldafrica.com <mailto:kivuva@transworldafrica.com>> Sent: Saturday, May 13, 2017 1:15 PM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World
That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that)
An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice.
A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-)
______________________ Mwendwa Kivuva, Nairobi, Kenya twitter.com/lordmwesh <http://twitter.com/lordmwesh>
On 13 May 2017 at 12:26, Walubengo J via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> wrote: Ok.
Which authorities? The Church, The regulator, CA, the Cops? The Chief, the Magistrate?
And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve?
#Asking4Myself.
walu.
From: simon njoroge <snjoro45@gmail.com <mailto:snjoro45@gmail.com>> To: Walubengo J <jwalu@yahoo.com <mailto:jwalu@yahoo.com>> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > Sent: Saturday, May 13, 2017 11:20 AM
Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World
Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities
Regards Simon
On Sat, May 13, 2017 at 11:15 AM, Walubengo J <jwalu@yahoo.com <mailto:jwalu@yahoo.com>> wrote: I just have a problem with Safaricom making reversals because someone has complained.
What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.
Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.
Unless I am missing something and plead to be educated.
walu.
From: simon njoroge via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > To: jwalu@yahoo.com <mailto:jwalu@yahoo.com> Cc: simon njoroge <snjoro45@gmail.com <mailto:snjoro45@gmail.com>> Sent: Saturday, May 13, 2017 8:07 AM Subject: Re: [kictanet] Reversing MPESA Transactions in a Today's World
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer.
In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.
On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom.
Currently the app is at 1M downloads for both IOS and android
Regards
On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo <http://about.me/Timoriedo>
On 12 May 2017 07:23, "kanini mutemi via kictanet" <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote: Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- Mercy Mutemi, Advocate.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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Walubengo, I have often seen cases where you need to provide reasons why you would like the referral. In this case- wrong number. Of course with details. On Sat, 13 May 2017 at 11:16 Walubengo J via kictanet < kictanet@lists.kictanet.or.ke> wrote:
I just have a problem with Safaricom making reversals because someone has complained.
What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.
Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.
Unless I am missing something and plead to be educated.
walu.
------------------------------ *From:* simon njoroge via kictanet <kictanet@lists.kictanet.or.ke> *To:* jwalu@yahoo.com *Cc:* simon njoroge <snjoro45@gmail.com> *Sent:* Saturday, May 13, 2017 8:07 AM *Subject:* Re: [kictanet] Reversing MPESA Transactions in a Today's World
@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer.
In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.
On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom.
Currently the app is at 1M downloads for both IOS and android
Regards On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet < kictanet@lists.kictanet.or.ke> wrote:
It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place.
Why not allow for reversal?
On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet < kictanet@lists.kictanet.or.ke > wrote:
The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains. Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. Regards
Mercy,
Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.
That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.
Best Regards
On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke > wrote:
Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.
Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.
On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hi Mercy
Have you tried the new safaricom App ? Get it from playstore and share your experience.
It's has laid a foundation for live chatbot.
Timothy Oriedo
about.me/Timoriedo
On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke > wrote:
Hello everyone.
I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)
I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.
Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.
Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.
Have a great day ahead. -- *Mercy Mutemi, Advocate*.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- *Mercy Mutemi, Advocate*.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Twitter: http://twitter.com/kictanet Facebook: https://www.facebook.com/KICTANet/
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- *Mercy Mutemi, Advocate*.
participants (10)
-
Admin CampusCiti -
Barrack Otieno -
Dorcas Muthoni -
Grace Mutung'u -
kanini mutemi -
Mwendwa Kivuva -
simon njoroge -
steve mutuvi -
Timothy- Coach- Oriedo -
Walubengo J