Like many Zimbabweans, we at Zimpricecheck find ourselves relying heavily on mobile wallets, EcoCash in particular, for our daily transactions. The convenience is undeniable: no need to memorise complex account numbers; your mobile phone number serves as your account number. After a period of regulatory hesitation, the Reserve Bank of Zimbabwe (RBZ) has sanctioned the agent model again, making mobile money accessible in a way traditional banking struggles to match. The sheer number of agents, their flexible hours, and availability even on weekends make EcoCash the compelling alternative.

In addition to this, many businesses across Zimbabwe use point-of-sale (POS) systems that accept EcoCash payments through what is often termed the “online” method. This process involves the cashier entering the amount on the POS machine, which then sends a request via the internet to EcoCash. A prompt is subsequently sent to your phone via USSD, displaying the name of the bank processing the payment (or sometimes the merchant), the amount, and a request for your PIN to confirm the transaction.

The expectation is that upon entering your PIN correctly, you receive a confirmation of a successful payment. The bank is notified via the API, and the POS machine displays a reassuring green tick, confirming the transaction. This is the ideal scenario, and thankfully, it usually works.

However, Zimbabwe’s mobile networks can be unpredictable. If the merchant is using a handheld POS machine, it is likely also connected via a mobile network. Older POS machines might even rely on slower GPRS connections. Therefore, it is not unheard of for things to go wrong. The customer is charged, but the POS machine registers the transaction as failed.

Based on our experiences and those of others, the EcoCash online payment system has improved over the years, but it still lacks robustness. In such failure cases, the customer is forced to request an EcoCash refund, a process that, despite some improvements, remains cumbersome.

The Refund Process: A Step-by-Step Breakdown

Initially, you must wait a few minutes to see if the transaction reverses automatically. Unfortunately, this is not always the case. While we have not used the Econet API directly, our experience with other merchant APIs, such as PayNow, suggests an option to reverse transactions exists. The problem is that not all banks have implemented this feature.

Ideally, a bank could automatically detect failed transactions and issue an immediate refund. It should be technically possible to recognise an incomplete process and refund the customer instantaneously, allowing them to retry the transaction or simply move on. Sadly, this often fails, initiating the dreaded refund process, which can be particularly challenging for those without data or using non-smartphones.

In most shops, you are directed to the accounts or finance department to lodge your query. Crucially, this involves obtaining a merchant letter confirming that you did not receive the goods or service. This is a necessary precaution to prevent fraudulent claims. Without this letter, you will not receive a refund, as it would be easy for unscrupulous individuals to claim refunds for legitimate purchases.

Lake Harvest Merchant Letter.

Once you have the merchant letter, you must contact EcoCash. The days of tedious physical form-filling are largely gone, thankfully. You can now use their WhatsApp number (0777222150) or reach out to their verified accounts on platforms like X (formerly Twitter), Facebook, and Instagram.

Upon acceptance of your request, it is logged into their ticket system, and you receive a tracking reference number (e.g., EcoCash_20250324_0000000) via WhatsApp. Then, the waiting game begins. It can take up to 48 hours for the refund to be processed – an improvement from the unconscionable delays of years past, but still a significant wait.

Where EcoCash Can Improve

Several areas present opportunities for EcoCash to enhance its service. Firstly, the lack of an online portal for merchants and customers to manage their accounts without relying on USSD or the limited app is a glaring omission. It is clear that the issue lies not with their robust backend infrastructure, but rather with the user interface.

Regional competitors like MPESA have demonstrated the advantages of a comprehensive online portal. Once you have experienced such a system, the shortcomings of EcoCash become apparent. A portal would empower merchants to process automated reversals swiftly, eliminating the need for manually written letters, which are susceptible to forgery.

We can infer that the 48-hour delay primarily reflects the time required for EcoCash to verify that the merchant did not provide the goods or services. This process is made unwieldy because the customer, rather than the merchant, initiates the refund request. Funneling refund requests through a secure channel like an online portal would significantly streamline the process.

Many Zimbabweans operate on tight budgets, and waiting 48 hours for a small refund can have a significant impact. While five US dollars may seem insignificant to some, it can represent the difference between eating or going hungry for others.

Another reason for the delays appears to be the lack of standardised transaction information. For example, in our failed transaction with Lake Harvest using a ZB Bank POS machine, the SMS notification only displayed “ZB Bank,” making it impossible to identify the merchant involved. Even when the merchant’s name is displayed (e.g., Bakers Inn), it can be difficult to pinpoint the specific outlet. This is often because payments are processed through third parties rather than directly with the merchant and EcoCash. A comprehensive online portal could also mitigate these issues.

Frequently Asked Questions (FAQs)

• How long does an EcoCash refund typically take? While it can vary, the standard processing time for an EcoCash refund is approximately 48 hours after your request has been logged and accepted.
• What information do I need to request an EcoCash refund? You will typically need the transaction details (date, time, amount), your EcoCash number, and a merchant letter confirming that you did not receive the goods or services.
• Can I track the progress of my EcoCash refund request? Yes, you will receive a tracking reference number when your request is logged, which you can use to follow up with EcoCash.
• What should I do if I do not receive my EcoCash refund after 48 hours? You should contact EcoCash via WhatsApp, social media, or their customer support channels to inquire about the status of your refund.
• Why do I need a merchant letter to get an EcoCash refund? The merchant letter serves as proof that you did not receive the goods or services, preventing fraudulent refund claims.

Conclusion

While EcoCash has undoubtedly transformed the financial landscape in Zimbabwe, there is still room for improvement, particularly in the refund process. By implementing an online portal for merchants and customers and streamlining the verification process, EcoCash could significantly enhance user experience and address the challenges faced by those relying on the platform for their daily transactions. A move to improve the refund process would significantly enhance user confidence and satisfaction, solidifying EcoCash’s position as a leading mobile money service in Zimbabwe.