M-PESA Agent Withdrawal

What is the New M-PESA Agent Withdrawal journey?

This is a new process where customers and merchants using Business tills and Pochi La Biashara will be required to enter Agent Number and Store Number while withdrawing funds from an M-PESA Agent outlet.

Which process will be affected by this new journey?

These include:

▪ Customer withdrawing funds from an M-PESA Agent outlet.

▪ Pochi la Biashara merchant withdrawing funds from an M-PESA Agent outlet.

▪ Lipa Na M-PESA merchant using Business Till withdrawing funds from an M-PESA Agent outlet.

Why will customers be required to enter Agent Store Number while withdrawing funds?

Agent Number and Store number will be used to verify that details belong to the same store to avoid withdrawal to the wrong agent.

How can a customer be assisted If the withdrawal fails?

When the withdrawal fails, the customer-facing staff needs to troubleshoot.

The main reason for failure would be a menu not updated and advice on menu update. You can also push the menu on the G2 system.
If the update fails, there are several reasons why a menu may fail such as type of phone, space on phone, power, network, and small SIM.
Check if the customer has a small SIM and advise them to swap the line.

How do I know the SIM size for a customer?

The customer-facing staff will log in to G2 system and follow the steps below

Search for customer
Select Info
Select Device &Security
View the SIM size [Bytes]. The normal SIM size is 3500 Bytes.

If the customer’s SIM size is 1000, advise the customer to swap their lines. If the customer’s SIM size is 3500 Bytes, click on the update menu on the top right of that SIM size.

How will I know my Agent Store Number through DIY?

An agent will dial.

*234# using their agent till
M-PESA Agent Service
more (98)
What is the Store Number?
You receive notification for your Store Number.

What is the process of customer withdrawal at an agent outlet?

The customer can withdraw cash through M-PESA App, USSD dial *334#, or the M-PESA STK menu. The customer will go to:

M-PESA menu
Withdrawal Cash
From Agent
Enter Agent Number
Enter Store Number
Enter Amount
Enter M-PESA PIN
Confirm details and click OK.

What is the process of funds withdrawal at an agent outlet for a Pochi La Biashara merchant?

The merchant will

dial *334#
Select Pochi La Biashara
Select Withdrawal Cash
Enter Agent Number
Enter Store Number
Enter Amount
Confirm details and click OK.
Enter M-PESA PIN

What is the process of funds withdrawal at an agent outlet by Business till merchant?

The merchant will

dial *334#
M-PESA Business Till
Enter your HO/Store Number
Withdraw Funds
From Agent
Enter Agent Number
Enter Store Number
Enter Amount
Enter Operator ID
Enter Operator PIN
Confirm details and click OK.

What will happen if the customer does not have the option to enter store number?

Kindly advise and assist the customer to update their M-PESA menu using the following steps:

Go to M-PESA Menu
Select My Account
Select Update customer Menu
Customer will be required to Enter their M-PESA PIN
Put the phone on standby to receive the Menu.

What will happen if either the Agent Number or Store Number does not belong to the agent shop where the customer or merchants are transacting?

The system will check the details provided by the customer and if there is a mismatch between the Agent Number and Store Number, the transaction will fail, and the customer receive a relevant notification.

What will happen if I withdraw funds from the wrong agent?

It will not be possible to withdraw funds from the wrong agent. The Agent Number and Store Number will have to match for the transaction to complete.

Will Agent Withdrawal reversal be stopped completely?

No. The agent can still send reversal requests via 2530 for cases such as insufficient cash, no ID or wrong amounts.

How will customers and merchants know the Agent’s Store Number?

All agents’ shops will be provided with stickers displaying both Agent Number and Store Number so that customers can see them when making withdrawal transactions.

What are the charges for withdrawing cash from an agent?

Normal M-PESA withdrawal charges apply.

Will Agent Withdrawal reversal at the Call Centre and Retail shops be stopped?

No. The reversal will still be processed until further communication is done for any change of processes. This process will only eliminate cases of withdrawals made to the wrong Agent Number. Other cases of the wrong amount, insufficient floats and customers not presenting IDs may arise and reversals may be requested. However, DIY reversal procedures for both agents and customers are highly encouraged. The DIY reversal procedures include sending the M-PESA message to 456, sending a message to Zuri, request reversal from M-PESA App.

What are channels for customer support?

For support and inquiry, customers should contact Safaricom Call Center or visit Safaricom Retail Center.