Njambi Fever has questioned the process of recovering money sent to the wrong payment account after sharing an online shopping experience on Tuesday, November 3, 2026.
She said she had been looking for boxers for her nephew when she came across an online seller. Njambi explained that she shops online and takes time to verify sellers before making purchases.
She settled on an order worth Ksh3,000, although she had considered spending more. She wanted to assess the first items before placing another order.
“I always shop online,” she said, adding that she conducts due diligence before buying from online vendors.
Payment dispute
Njambi said she made the payment but later noticed that the seller had become difficult to reach. The seller subsequently asked her to seek a reversal, claiming the money had been sent to the wrong account.
She contacted customer service and was initially advised that the reversal could take a few hours. However, during a follow-up, she was informed that the process could take about three days because the money had already reached the recipient’s account.
“Are you going to send me the boxers?” she asked, seeking clarity on whether the order would still be delivered as she waited for the money to be returned.
Questions over refunds
In a separate post, Njambi questioned what happens when a seller refuses to approve a reversal and whether a customer is simply expected to lose the money.
“So what happens when the seller refuses to reverse? You just lose your money?” she asked.
Her experience has highlighted the uncertainty customers may face when a payment dispute involves an online seller and a request to recover funds. It has also raised questions about how buyers can protect themselves when a transaction goes wrong.
Customers shopping online are advised to verify sellers, confirm payment details and keep transaction messages and receipts. These records can help when following up on disputed payments.
Njambi’s account has drawn attention to the difficulties that may arise when a seller becomes unreachable after payment and a refund takes longer than expected.
