Can a payment be reversed after I receive it?
Yes. A bank or mobile-money provider may review or reverse a payment under its rules, even after the order’s stablecoin has been released. Escrow does not make the KES payment irreversible. The provider decides which process and deadlines apply.
What should I check before confirming?
Open your own payment account. Compare the payer, amount, recipient and reference with the order. Confirm only when the correct payment has arrived; a screenshot from the other person is not enough.
Report an unexpected payer or a request to change accounts. If someone says they overpaid, check the original payment first. Do not send a refund to a different person or account on their instructions.
What records should I keep?
Keep the order ID, genuine payment reference and relevant messages. If there is a dispute, the merchant may need to provide evidence from the bank account used. Keep any later reversal notice and reference too.
What if a reversal is requested or completed?
Contact your payment provider through its official app or support channel, and notify Sargo with the order ID. Explain whether the reversal is requested, pending or completed. Follow both the provider’s deadlines and the order’s deadlines; they are separate.
Do not repay solely because someone threatens you. Check whether money has already been returned before issuing another refund, and do not try to recover the same amount twice.
If the stablecoin has already been released, do not assume escrow can take it back. Follow the dispute or complaint process and keep the full payment history.