Disputes


Chargeback is always raised by the Issuer member Bank. Chargeback is raised in the following circumstances:

  1. Customer didn’t receive cash and account got debited
  2. Customer got partial cash and account got fully debited

Issuer bank will raise the chargeback within 60 days from the date of transaction. The Card Issuer Member shall furnish all documents in support of Cardholder’s transaction dispute.   

When the Chargeback is raised by the Issuer through DMS, following action would be taken:

Issuer would get the Credit of the Transaction Amount, Approved Acquiring Fees plus Ser. Tax.

Representment

An Acquirer Member bank shall submit a representment in order to reverse a cardholder’s dispute.  Acquirer Bank has to furnish EJ copy/Audit Trail as proof of dispensing cash to the cardholder against the Chargeback.
Acquirer bank has to raises the representment within 5 days from the next date of chargeback.

In case of Representment:

Acquirer would be credited for the Transaction Amount plus Approved Acquiring Fees along with Service Tax.

Credit Adjustment

When the acquirer bank was unable to dispense the requested amount (Partially or fully) to the cardholder of the Issuer bank, then the Acquirer Member Bank will raise a dispute as a Credit adjustment.

Acquirer bank can raise credit adjustments within 60 days from the next date of transaction.
In case of Credit Adjustments:

  1. Acquirer would be Debited for the Transaction Amount plus Approved Acquiring Fees along with Service Tax.
  2. Issuer would be Credited for the Transaction Amount plus Approved Acquiring Fees along with Service Tax.

Debit Adjustment

Acquirer Member Bank can raise a debit adjustment in the event where the amount dispensed (Partially/fully) by the Acquirer is not settled. For debit adjustment, Acquirer has to upload valid JP / EJ copy.

Acquirer bank can raise debit adjustments within 17 days from the next date of transaction.

In case of Debit Adjustments:

  1. Acquirer would be Credited for the Transaction Amount plus Approved Acquiring Fees along with Service Tax.

Issuer would be Debited with Transaction Amount plus Approved Acquiring Fees along with Service Tax plus NPCI’s Switching Fees along with Service tax