PayProtect is an automated escrow system that uses a USSD code. It protects both buyers and sellers. Buyers receive their items or money back. Sellers are assured of their payments once they deliver.

*Escrow system is a third party that acts as a guarantor to both parties in a transaction.

How to Access PayProtect

Buyers and sellers can access PayProtect using the USSD code *483*151# (Safaricom)
New Users

1. Dial USSD code and register with full names

2. Input the Mpesa number of recipient

3. Select ‘make new payment’

4. Input the amount and the system calculates the fee

5. Confirm the total amount

6. Enter Mpesa pin (via Mpesa pop-up)

7. Receive confirmation of payment (from both PayProtect and Mpesa)

8. Seller receives notification and adds an optional non-refundable delivery fee (with buyers consent)

9. Seller makes the delivery, and dials *483*151# to request payment Always retain proof of delivery in case of disputes

10. Buyer dials *483*151# and releases the payment once item has been received The transaction is not reversible once released

11. The payment will be released to seller and transaction marked as complete

Why Use PayProtect

Buyers:
1. their money is safe till they receive the items
2. can reverse payment if items are not delivered
Sellers:
1. are assured of their payment once they deliver
2. receive notification of payment before delivery
3. can add a non-refundable delivery fee. Delivery fee is sent to seller in case of reversal
Both buyers and sellers can access free drop-off/pick-up points in Nairobi CBD

Disputes

1. Buyer dials *483*151# and selects ‘reverse payment’
2. From the drop-down list, select the payment to be reversed
3. Provide a reason for payment reversal
4. Both buyer and seller will get a notification of the reversal request from
PayProtect
5. If seller does not object the reversal, buyer gets a full refund less
PayProtect fees
6. If seller objects, a dispute is registered and resolved as per the dispute
resolution protocol.

1. Buyer dials *483*151# and selects ‘reverse payment’
2. From the drop-down list, select the payment to be reversed
3. Provide a reason for payment reversal
4. Both buyer and seller will get a notification of the reversal request from
PayProtect
5. If seller does not object the reversal, buyer gets a refund less delivery and
PayProtect fees. Seller gets the delivery fee.
6. If seller objects, a dispute is registered and resolved as per the dispute
resolution protocol.

1. Once the seller delivers and requests payment, PayProtect will ensure   payment is done unless there is a dispute which will be resolves as per the dispute resolution protocol.

Dispute Resolution Protocol

99% of transactions are successful without any disputes. However, should any arise the following dispute resolution protocol is activated:

As a first step, a PayProtect customer care assistant will contact both the buyer and the seller to
establish the reason for the dispute.
1. Resolve the dispute by suggesting a solution.
2. If (1) fails, initiate a conference call with all parties to resolve the dispute
3. If (2) fails, both parties will be invited for a face to face discussion at PayProtect offices
to resolve the dispute
❖ PayProtect may force-release or force-reverse disputed payments depending on the
outcome of the above dispute resolution protocols.