For partner shops and Majibu agents
Cancel a sale
Support checks and decides
Quick answer
Before the phone is switched on, tap Cancel phone registration on the sale; the phone stays unavailable until Majibu confirms. After the phone is switched on, or once the customer has paid the deposit, message support. Staff decide about the phone and any refund.
What to do
- Phone not switched on yet? Open the sale and tap Cancel phone registration under "Need to stop before activation?".
- Wait. The phone stays unavailable until Majibu confirms the cancellation.
- Phone already switched on, or deposit already paid? Do not cancel in the app. Message support.
- Do not sell the same phone again until support says it is free.
Good to know
- "Phone activation has started" means cancelling is no longer safe. Message support.
- Keep the phone and the box in the shop until support answers.
Contact support if
- the deposit was already paid
- the phone was already switched on
- the cancellation does not finish
Have this ready
- your shop name
- the sale reference and IMEI
- whether the deposit was paid, with its transaction ID
- whether the phone is still in the shop
Never send your Mobile Money PIN. Majibu staff never ask for it.
Thank you.
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