Safaricom’s big fix: How M-PESA cut daily reversal requests from 12,000 to 4,000

M-PESA has reduced its daily cash reversal requests from 12,000 to 4,000, a 67% drop, after refining Hakikisha, a confirmation feature that prompts users to verify recipient details before completing transactions. The update is a significant milestone in Safaricom’s efforts to improve transaction accuracy and reduce the operational burden of processing erroneous transfers.

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