Dispute:
A dispute is when a cardholder queries a transaction which appears on their credit or debit card account statement.
As a card issuer, we must adhere to the card scheme rules for resolution of a disputed transaction. Each card scheme VISA and NPSB has its own dispute resolution process. This process outlines the circumstances and timeframes during which we can dispute a transaction and claim a refund on your behalf.
Based on business segmentation, presently we are supporting issuing business categories like as follows:
Issuing Dispute:
An issuer member bank receiving the cardholder claimed that they did not execute a specific transaction or not receiving the service/goods as agreed. An issuer member bank will initiate a dispute process will be initiated by submitting a claim for dispute, attached to the appropriate providing documents.
Below following step to be needed to resolve issuing dispute VISA and NPSB
Copy Request:
When a cardholder cannot recognize a given transaction on her card statement, she would typically call her card issuer for help. The card issuer would first look in its own records to help to answer the cardholder’s questions, but if no determination is made, the issuer would send a “request for copy “to the acquirer for this transaction.
Chargeback:
Chargeback is a process that allow debit and credit card holders to reverse transactions when there is a problem with the goods or services they’ve purchased using their cards.
Pre-arbitration:
The term “Pre-arbitration” is pretty self –explanatory, it is the phase that is completed immediately forgoing arbitration. In most situations, if the issuer skips the pre-arbitration and takes the chargeback directly to arbitration, the bank will likely lose the case.
The purpose of a Pre-arbitration Chargeback:
Dispute Condition |
Issuer |
Acquirer |
Acquirer Dispute Response Timeline |
10 - Fraud |
Copy Request |
Copy Request Fulfilment |
30 days from copy request Process date |
Chargeback |
Pre-arbitration |
30 days from chargeback Process date |
|
Pre-arbitration Declined/Accept |
Arbitration Filling |
10 days from pre-arbitration response date |
|
11 - Authorization |
Copy Request Process |
Copy Request Fulfilment |
30 days from copy request Process date |
Chargeback |
Pre-arbitration |
30 days from chargeback Process date |
|
Pre-arbitration Declined/Accept |
Arbitration Filling |
10 days from pre-arbitration response date |
|
12 - Processing Error |
Copy Request Process |
Copy Request Fulfilment |
30 days from copy request Process date |
Chargeback |
Re-presentment |
30 days from chargeback Process date |
|
Pre-arbitration |
Arbitration Filling |
30 days from pre-arbitration response date |
|
13 - Consumer Dispute |
Copy Request Process |
Copy Request Fulfilment |
30 days from copy request Process date |
Chargeback |
Re-presentment |
30 days from chargeback Process date |
|
Pre-arbitration |
Arbitration Filling |
30 days from pre-arbitration response date |
Arbitration Chargeback/ Arbitration filling:
The chargeback and re-presentment cycle has been completed and the member (Issuer & Acquire) bank has not been able to resolve the dispute or if the issuing and acquiring bank does not accept financial responsibility for the dispute transaction or member bank has not followed the required VISA steps of a re-presentment/second presentment/pre-arbitration stage then issuer or acquirer bank go for arbitration chargeback. For VISA it should be complete with 10 days of a pre-arbitration stage. Issuer or acquirer bank can reply, withdraw or accept financial responsibility within 7 calendar days from the VISA acknowledgement date.
Steps in the Issuing Dispute Process:
Complain Sources:
Branch, regular mail from sources, service quality department, call center, Bangladesh bank
Check the below information mention in customer claim |
· Customer account number |
· Cardholder signature |
· Dispute amount |
· Transaction date |
· Dispute reason |
· Settled/Unsettled status |
Unsuccessful Transaction:
For Unsettle unsuccessful transactions, check the transactions in VROL (VISA), XML reports (NPSB) as well as respective suspense GL account.
Settled Transaction:
For settled transaction we need to initiate chargeback in VROL (VISA) or DMS in NPSB.
Check settlement reports & fund status in GL account as credit received & keep the fund in chargeback suspense GL account at least 30 days from chargeback central processing date.
If re-presentment processed by Acquirer |
· Download the supporting documents from system (VROL/NPSB) |
· Check the sales slip & other doc’s are comply as per (VISA/NPSB) standard |
If re-presentment documents are not comply Visa/NPSB standard or incomplete information then required to initiate pre-arbitration/arbitration- chargeback/2nd chargeback.
Steps of Issuing Dispute Process for Fraud Transaction
Complain Sources: Branch, Business, Call center, Bangladesh bank
Call Center: Our call center executive while received a call from customer as transaction is fraud and customer/ cardholder declared that he/her did not authorized the transaction. Then our call center executive instant block the card and collect fraud transaction related following listed information from customer.
Respective officer fill-up the below sample format with cardholder’s provided information and print and signed it then mail send to supervisor with below attached information for verification purpose.
Card Number |
Cardholder's Name |
Transaction Date & Time |
Transaction Amount |
Disputed Amount |
Dispute Reason |
Transaction Settled or Unsettled Status |
Card in Cardholder possession or not |
Communicator Name with Cardholder's |
Remarks |
438561XXXXXX4569 |
Md. Nazrul Islam |
16-June-19, 12:58 PM |
20000 |
8000 |
Fraud |
Settled/Unsettled |
Yes/No |
Anisur Rahman |
|
Check the below information mention in customer claim |
· Customer account number |
· Cardholder signature |
· Dispute amount |
· Transaction date |
· Dispute reason |
· Settled/Unsettled status |
Unsuccessful Transaction:
For Unsettle unsuccessful transactions, check the transactions in VROL (VISA), XML reports (NPSB) and Q-cash settlement as well as respective suspense GL account.
Settled Transaction:
For settled transaction we need to initiate chargeback in VROL (VISA) or DMS in NPSB or Q-DMS.
Steps of Chargeback Initiated in VISA/NPSB system:
Issuer Certification & Fraud reporting with Exception File Update in chargeback stage:
Check settlement reports & fund status in GL account as credit received & keep the fund in chargeback suspense GL account at least 30 days from chargeback central processing date.
If re-presentment processed by Acquirer |
· Download the supporting documents from system (VROL/NPSB) |
· Check the sales slip & other doc’s are comply as per (VISA/NPSB) standard |
If re-presentment documents are not comply Visa/NPSB standard or incomplete information then required to initiate pre-arbitration/arbitration- chargeback/2nd chargeback.
Pre-arbitration:
The term “Pre-arbitration” is pretty self –explanatory, it is the phase that is completed immediately forgoing arbitration. In most situations, if the issuer skips the pre-arbitration and takes the chargeback directly to arbitration, the bank will likely lose the case.
The purpose of a Pre-arbitration Chargeback:
After fraud chargeback response from acquirer side issuer should act in following manners until rule issue from VISA end.
Dispute Condition |
Issuer |
Acquirer |
Acquirer Dispute Response Timeline |
10 - Fraud |
Copy Request |
Copy Request Fulfilment |
30 days from copy request Process date |
Chargeback |
Pre-arbitration |
30 days from chargeback Process date |
|
Pre-arbitration Declined/Accept |
Arbitration Filling |
10 days from pre-arbitration response date |
|
11 - Authorization |
Copy Request Process |
Copy Request Fulfilment |
30 days from copy request Process date |
Chargeback |
Pre-arbitration |
30 days from chargeback Process date |
|
Pre-arbitration Declined/Accept |
Arbitration Filling |
10 days from pre-arbitration response date |
Contact Person:
Name: Md. Nazrul Islam
Contact: +880241080751-4; Ext: 104
Mobile: 01777797844
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