Dispute Resolution

How to file a complaint, escalate issues, and understand the dispute resolution process at Danipa.

Overview

If something goes wrong with a transaction or you're unhappy with our service, Danipa has a clear process for resolving disputes. This guide explains how to file a complaint, what to expect, and how to escalate if needed.

Types of Disputes

Filing a Complaint

Through the App (Recommended)

1. Go to Transactions and tap the relevant transaction
2. Tap Report Issue
3. Select the issue type:
   • Wrong amount
   • Wrong recipient
   • Duplicate transaction
   • Unauthorized transaction
   • Not received by recipient
   • Merchant dispute
   • Other
4. Describe the issue in the text field
5. Attach screenshots if helpful (optional)
6. Tap Submit

You'll receive a case number immediately (e.g., DSP-2026-001234).

Via Email

Send details to disputes@danipa.com including:

• Your registered phone number or email
• Transaction reference number
• Date and amount of the transaction
• Description of the issue
• Any supporting evidence (screenshots, receipts)

Via Phone

Call +233 (0) 30 000 0000 during business hours (Mon–Fri, 8am–6pm GMT) and ask for the disputes team.

Resolution Process

Step 1 — Acknowledgment

Step 2 — Investigation

The case officer:

• Reviews the transaction records
• Contacts relevant parties (recipient, mobile money provider, merchant)
• Gathers evidence
• May contact you for additional information

Step 3 — Resolution

Step 4 — Outcome

You'll be notified of the outcome via push notification and email:

Refund Processing

When a refund is issued:

Escalation

If you're not satisfied with the resolution:

Level 1 — Case Review

1. Reply to the resolution email or go to Settings → Help → My Cases
2. Select the case
3. Tap Request Review
4. Explain why you disagree with the outcome
5. A senior case officer reviews the dispute independently
6. Response within 5 business days

Level 2 — Management Review

If still unsatisfied:

1. Email escalations@danipa.com with your case number
2. The head of customer experience reviews personally
3. Response within 10 business days
4. This is the final internal review

Level 3 — External Resolution

If internal processes don't resolve your complaint:

• You may file a complaint with the relevant financial regulator in your country
• You may pursue alternative dispute resolution (mediation or arbitration)
• Contact details for regulators are provided in the Level 2 response

Unauthorized Transactions

If you notice transactions you didn't authorize:

Immediate Steps

1. Lock your account — Settings → Security → Lock Account
2. Report the unauthorized transaction — follow the complaint process above
3. Change your password — from another device if possible
4. Check active sessions — Settings → Security → Active Sessions → log out all other devices

Investigation

Unauthorized transaction investigations include:

• Review of login history and device information
• Analysis of IP addresses and locations
• Review of transaction patterns
• Coordination with mobile money providers if relevant

Liability

Key: Report unauthorized activity as soon as you notice it. The sooner you report, the better the outcome.

Merchant Disputes

If you paid a merchant but didn't receive goods or services:

Step 1 — Contact the Merchant

Try resolving directly with the merchant first. They may not be aware of the issue.

Step 2 — File a Dispute

If the merchant doesn't resolve it within 7 days:

1. Report the transaction in the app
2. Select Merchant Dispute
3. Describe what was promised vs. what was delivered
4. Attach evidence (order confirmation, messages with merchant, photos)

Step 3 — Mediation

Danipa contacts the merchant and mediates:

• The merchant has 5 business days to respond
• If the merchant agrees, a refund is processed
• If the merchant disputes, both parties' evidence is reviewed
• A decision is made within 10 business days

Tracking Your Case

In the App

1. Go to Settings → Help → My Cases
2. Each case shows:
   • Case number
   • Status (Open, Under Investigation, Awaiting Response, Resolved, Closed)
   • Date filed
   • Assigned officer
   • Timeline of updates

Status Meanings

Prevention Tips

• Double-check recipient details before confirming any transfer
• Enable 2FA — the best protection against unauthorized access
• Don't share your PIN or password with anyone
• Keep receipts — download transaction receipts for important payments
• Act quickly — report issues within 48 hours for the best resolution
• Use payment links for merchants — they provide a clear record of what was agreed