Regulatory Alerts2025-07-25 | PSP&OD Circular No 02 of 2025Added · Updated
Facilitation of Merchants' Operations
Regulated Entities must maintain a 24/7 Customer Support Service Centre to log, escalate, and address merchant and customer queries. They are required to ensure merchants prominently display acquiring entity contact details for complaints and maintain complete logs of these complaints for State Bank of Pakistan review. Additionally, Regulated Entities must conduct awareness sessions on digital channel usage, provide transaction visibility to merchants, and develop a comprehensive dispute resolution framework including chargeback mechanisms and turnaround times.
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