Send & Receive Money in Africa and Beyond

Dispute Resolution

1. Introduction

At Moneysasa, we aim to provide a secure, reliable, and transparent platform for all financial transactions, including wallet transfers, eCommerce payments, bill settlements, and virtual card payments.

Despite all efforts to ensure smooth transactions, there may be instances where disputes arise. A dispute refers to a situation where a user questions a transaction, fee, or service outcome. This policy explains how disputes are handled, the steps for resolution, and your rights and responsibilities during the process.

Our goal is to resolve disputes efficiently, fairly, and transparently, minimizing inconvenience to users and maintaining trust in the Moneysasa platform.

2. What Constitutes a Dispute

A dispute may occur in various scenarios, including but not limited to:

  1. Failed Transactions:

    • Transactions initiated but not completed due to technical errors.

  2. Unauthorized Transactions:

    • Transactions that occur without your consent, often due to compromised credentials.

  3. Incorrect Amounts:

    • Overcharges, undercharges, or incorrect deductions during transfers or payments.

  4. Service Delivery Issues:

    • Payments made for services or goods that were not delivered, partially delivered, or delivered incorrectly.

  5. Refund Conflicts:

    • Disagreements regarding the approval or denial of refund requests.

Example:

  • You send $100 to a merchant for a digital product, but the merchant does not provide the product. This qualifies as a dispute.

3. Step-by-Step Dispute Resolution Process

Moneysasa follows a structured four-step process to ensure disputes are handled fairly:

Step 1: Submit a Dispute Request

  • Contact support@moneysasa.com within 14 days of the transaction.

  • Include the following information:

    • Transaction ID or reference number

    • Date and amount

    • Detailed description of the issue

    • Any supporting evidence, such as screenshots, receipts, or emails

Tip: Clear and complete information speeds up dispute resolution.

Step 2: Preliminary Review

  • Moneysasa support reviews the dispute and verifies the transaction in question.

  • During this stage, we may:

    • Confirm whether the transaction was successful

    • Check logs for technical errors

    • Identify if there was any unauthorized access to your account

If additional information is required, Moneysasa will contact you promptly.

Step 3: Investigation

  • The dispute enters a formal investigation stage where all relevant parties are consulted.

  • This may include:

    • Reviewing Moneysasa platform logs

    • Communicating with merchants or service providers

    • Verifying the payment trail with banks or mobile money providers

Investigation Timeline:

  • Minor disputes: 1–3 business days

  • Complex disputes: 5–10 business days

During the investigation, Moneysasa may temporarily freeze the funds in question to prevent further complications.

Step 4: Resolution and Communication

  • After investigation, Moneysasa will communicate the outcome:

    • Approved: Funds may be refunded, reversed, or corrected.

    • Declined: A clear explanation is provided, including evidence or reasons for the decision.

  • Users will receive an email or notification confirming the resolution.

Example Scenario:

  • You dispute a $150 transaction where the merchant claimed payment was received. Moneysasa verifies the logs and finds a duplicate payment. The system refunds the extra $150 to your wallet within 48 hours.

4. Escalation Process

If a dispute cannot be resolved through the initial process, users may escalate:

  1. Internal Escalation:

    • Request that the dispute be reviewed by the Moneysasa Compliance and Risk team.

  2. External Mediation:

    • If an internal resolution is unsatisfactory, users may pursue mediation through applicable financial regulatory authorities.

  3. Legal Action:

    • As a last resort, users may pursue legal remedies in accordance with the governing laws where Moneysasa operates.

Note: Users are encouraged to exhaust internal resolution first before seeking external action to minimize delays and costs.

5. User Responsibilities During a Dispute

To facilitate a smooth dispute resolution process, users should:

  • Provide accurate and complete information during submission.

  • Respond promptly to requests for additional evidence.

  • Avoid sharing sensitive account credentials outside of official communication channels.

  • Keep detailed records of all communications with merchants or service providers.

Example:

  • If you claim an unauthorized transaction, provide timestamps, screenshots, and any communication with the recipient to support your claim.

6. Limitations and Exceptions

Moneysasa is not responsible for disputes arising from:

  • Transactions completed successfully to verified recipients.

  • Merchant errors or policies outside Moneysasa’s control.

  • Delays caused by banks or mobile money networks.

  • Fraud resulting from compromised user credentials where the user did not follow security best practices.

Clarification:
While Moneysasa makes every effort to mediate disputes fairly, certain disputes may be limited by legal, financial, or technical constraints.

7. Types of Disputes and Examples

  1. Failed Payment:

    • Payment deducted from wallet but not credited to the merchant. Moneysasa investigates and refunds if platform error is confirmed.

  2. Unauthorized Transaction:

    • Someone accessed your account without consent. Moneysasa reverses fraudulent transactions if verification confirms lack of user fault.

  3. Duplicate Payment:

    • You accidentally make the same payment twice. Refund may be issued for the extra payment.

  4. Service Not Delivered:

    • Merchant fails to deliver digital goods or subscriptions. Moneysasa investigates and coordinates resolution.

8. Dispute Resolution Best Practices

  • Check Transaction Status: Always verify wallet, bank, or merchant records before submitting a dispute.

  • Act Promptly: Submit disputes within 14 days to avoid delays or ineligibility.

  • Document Everything: Screenshots, emails, receipts, and confirmations help speed up resolution.

  • Follow Communication Guidelines: Only use official Moneysasa channels for disputes.

9. Transparency and Record Keeping

Moneysasa maintains detailed records of all disputes, including:

  • Original transaction details

  • User-submitted evidence

  • Investigation notes

  • Resolution outcomes

These records are retained for regulatory compliance and internal audits and are accessible to the user upon request, ensuring transparency and accountability.

10. Contact Information

For dispute inquiries, escalation, or assistance:

Email: support@moneysasa.com
Phone: +254 101 532 571 (Monday–Friday, 8 AM–6 PM GMT+3)
Support Portal: Moneysasa Support