You just dropped off that online order return at the pickup point, or maybe you uploaded the documents for your KRA tax refund. Now, radio silence. No email, no SMS, nada. Your money is in limbo and that sinking feeling is all too real for Kenyan shoppers and taxpayers.
Been there? You’re not alone. This guide cuts through the confusion and gives you the direct steps to take when you’ve submitted returns but got no acknowledgement. We cover e-commerce, KRA, and other common scenarios, with a clear focus on what works in Kenya.
First, Don’t Panic: Common Reasons for the Silence
Before you blow up the customer care line, understand why this happens. Often, it’s a system delay, not a lost return. E-commerce platforms like Jumia or Kilimall process thousands of returns weekly, especially after a big sale. Manual scanning of your parcel at the warehouse can take a day or two.
For KRA iTax, system overload is common, especially near deadlines like the 30th of June for annual returns. Your submission might be stuck in a digital queue. A poor internet connection at the moment of submission can also cause a failed upload, even if it seemed to go through on your end.
Immediate Action Steps to Take
Time is money. Here’s your 24-hour action plan:
- Gather Your Evidence: Take a screenshot of your submission confirmation page (if you had one). Find the tracking number for the return parcel. For KRA, note the transaction ID or the exact time you hit “submit”.
- Check All Communication Channels: Don’t just check your email inbox. Look in spam, promotions, and junk folders. Check your SMS inbox thoroughly. Log into your account on the platform (Jumia, KRA iTax) and look for a “My Returns” or “Submitted Forms” section.
- Use Official Tracking: If you have a parcel tracking number, use the courier’s own website (e.g., Sendy, Savo Store, G4S) for the real-time status, not just the retailer’s update.
How to Follow Up Effectively (Without Getting Ignored)
A vague complaint gets a vague response. To get real help, be specific and channel your follow-up correctly.
For Online Shopping Returns (Jumia, Kilimall, etc.)
Direct messaging on social media (Twitter/X or Facebook) often gets faster results than email. Tag their official handle in a public but polite tweet stating your order number and issue. Simultaneously, use the live chat function within the app. Have your order ID and return tracking number ready to paste. Be clear: “I returned order #ABC123 via Sendy tracking #XYZ789 on [date] and have no acknowledgement or refund update.”
For KRA iTax and Other Government Returns
Emailing support@kra.go.ke is your first port of call. Attach screenshots of your attempted submission. If no response in 48 working hours, call the KRA Contact Centre on 020 499 9999 or 0711 099 999. Be prepared for long hold times—call early in the morning or just after lunch. Have your KRA PIN and ID number ready. For physical documents submitted, get the name and desk number of the officer you submitted to, if possible.
The Kenyan-Specific Guide: Navigating Local Logistics & Timelines
In Kenya, the “return not acknowledged” problem has unique local flavours. Understanding our logistics and “hakuna haraka” culture helps you set realistic expectations and follow up smartly.
Local Courier Realities & Pro Tips
If you used a boda boda rider or a matatu to send a return to a supplier in Industrial Area or along Mombasa Road, you need a different protocol. Always get the rider’s phone number and take a photo of the parcel with the recipient’s details visible before handing it over. For small suppliers, a WhatsApp message with this photo sent directly to the seller acts as your immediate acknowledgement.
For formal couriers, know that scanning delays are huge during the long rains (March-May) and the December holiday rush. A parcel dropped at a Sendy drop-off point on a Friday might not be scanned until Monday afternoon. Don’t start panicking until 72 business hours have passed.
KRA iTax During Peak Seasons
The last week of any tax deadline is a digital traffic jam. If you submitted returns but got no acknowledgement during this time, your submission might be in the system but the email/SMS notification failed due to server load. The pro tip? Log back into iTax and go to “Returns” then “Filed Returns”. If your return is listed there with a submission date, it was received. Download the PDF acknowledgement slip immediately. If it’s not there, treat it as not submitted.
Also, note that M-Pesa refunds from KRA can take 5-10 working days to reflect after a successful return is processed. Don’t expect instant reversal.
When to Escalate Your Complaint
If 7-10 working days pass with zero communication after your follow-ups, it’s escalation time. For e-commerce, file a formal complaint with the Communication Authority of Kenya (CAK) through their consumer portal. They mediate disputes between consumers and service providers. For significant amounts (think Ksh 10,000 and above), a demand letter from a lawyer can work wonders—many firms offer this service for a small fee (around Ksh 2,000-3,000).
For unresolved KRA issues, you can visit your nearest Tax Services Office physically. The one at Times Tower in Nairobi is the headquarters, but smaller branches like the one on Likoni Road in Mombasa or in Kisumu’s CBD can assist. Bring all your evidence, including printed screenshots and your original submission attempt details.
How to Protect Yourself Next Time (Prevention is Better)
Stop this problem before it starts. Adopt these habits for any return or official submission:
- Screen Record the Process: Before hitting submit on KRA or any crucial form, start a screen recording. Capture your details, the submission, and any final confirmation or error message. This is irrefutable evidence.
- Insist on a Paper Trail: At a physical drop-off point, ask for a stamped receipt. If they don’t have one, ask the agent to write and sign a note on your copy of the return form acknowledging receipt with the date and time.
- Use “Official” Delivery Notes: For informal returns, use a duplicate delivery book (mkokoteni) available in most bookshops for about Ksh 200. The recipient signs the top copy, you keep the carbon copy.
- Pay via Traceable Methods: When shopping online, use payment options that allow for disputes—like credit cards or direct bank payments—rather than direct M-Pesa to a personal number. They offer an extra layer of buyer protection.
Your Money is Your Right: Final Takeaways
Getting no acknowledgement after a return is frustrating, but it’s usually solvable. The key is swift, evidence-based action. Start with your own records, then follow up through the right channels—social media for retailers, direct calls and emails for KRA. Understand the Kenyan delays during rains and peak seasons.
Always, always create your own proof of submission, because sometimes our systems here don’t generate it for you. Your refund or compliance status is important, and persistent, polite follow-up is your strongest tool.
Got a success story or another tricky return scenario we didn’t cover? Share your experience in the comments below to help another Kenyan navigate this hassle. For more practical guides on managing your money and rights as a consumer in Kenya, hit the follow button and stay tuned.