When Reversals Are Done

Reversals are only processed in the following cases:

• Funds credited wrongly

• Funds credited in excess

• Funds deposited as airtime

Process for Reversals

1. Verification

   • The agent first establishes why the customer needs a reversal.

   • For cases where the customer’s account is blocked or requires a PIN reset, the customer is advised to contact the service provider directly.

2. Reversal Initiation

   • If money was credited on the wrong account or in excess, the agent writes to the respective service provider to initiate the reversal.

   • The client is informed of a time frame after which they should follow up for feedback.

3. Customer Guidance

   • Customers are informed that reversals can only be completed if funds are recovered by the service provider.

   • For services like Tugende, where reversals are initiated by the service provider, customers are advised to contact them first so that PayWay can refund the agent accordingly.

   • For services that do not allow reversals (e.g., UEDCL, Lycamobile), customers are informed immediately.