When a refund may apply
A refund may be considered where payment is verified but the bundle cannot be fulfilled and the order is not successfully completed through retry or manual resolution.
Wrong recipient details
If the customer supplied an incorrect number or network and the bundle was successfully delivered, a refund may not be possible. Contact support immediately if you notice an error.
Duplicate payments
Verified duplicate charges should be reviewed using the payment references and linked order records.
Processing time
Approved refunds may require additional processing time from the payment provider or Mobile Money channel. The final production policy should publish realistic timelines.
How to request
Provide the order ID, payer phone number and a clear description through the support centre. Never share a MoMo PIN or card PIN.
Refund status
The customer portal can show requested, approved, processing, refunded or rejected states after the backend is implemented.