NPSB Switch Operating Rules and User Manual: Disputes Management Rules

www.bangladeshbank.org.bd www.bb.org.bd Payment Systems Department Bangladesh Bank Head Office Dhaka. 14 May, 2015 PSD Circular Letter No: 06/2015 Date: --------------------------- 31 Boishakh, 1422 Managing Directors/CEO All Scheduled Banks in Bangladesh Dear Sir, National Payment Switch Bangladesh (NPSB) Switch Operating Rules & User Manual: Disputes Management Rules As per the Section 7(A)e of the Bangladesh Bank Order 1972 Bangladesh Bank has adopted the guideline titled "NPSB Switch Operating Rules & User Manual: Dispute Management Rules" to ensure the development, safety, efficiency and regulation of countries Payment System. Hence, all the banks connected to the National Payment Switch Bangladesh (NPSB) are hereby advised to follow the procedure depicted in the said guideline while managing disputes related to NPSB. The directives has been executed as per section 49(1)uma of the Bank Company Act 1991 (amended 2013). The guideline can be collected from the official web site of Bangladesh Bank. The guideline shall come into force immediately. Please acknowledge receipt. Enclosure: NPSB Switch Operating Rules & User Manual: Disputes Management Rules. Sincerely Yours, (K.M. Abdul Wadood) General Manager Phone: 9530174 Fax: 9530096 E-mail: abdul.wadood@bb.org.bd

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Nationa (NPSB) Table 1 In 1.1 1.2 1.3 1.4 1.5 1.6 1.7 2 Ty 2.1 2.2 2. 2. 2. 2. 2.3 2.4 2. 2. 2. 2. 3 A 3.1 3.2 3.3 al Payment Sw ) e of Conten ntroduction .... Prologue Copy Req Minimum Minimum Fulfillmen Process L Designate ypes of Dispu Claims: .. Domestic .2.1 Claims .2.2 Fraudu .2.3 Claims .2.4 Dispute Issuer Fra Acquirer .4.1 Arbitra .4.2 Charge .4.3 Re-pre .4.4 Fees an Appendix 1: NP Chargeba Re-presen Second C itch Banglades nt .................... .................... quest ............ m Data Requir m Data Requir nt ................. Limitations ... ed Officers ... utes ............... .................... transactions s raised by an ulent transact s raised by an es handling p aud Reportin Urgent Inves ation process eback Docum sentment Doc nd charges .... PSB Reason C ack Reason C ntment Reaso hargeback R sh ..................... ..................... ..................... rements for P rements for A ..................... ..................... ..................... ..................... ..................... Disputes ...... n Issuer bank. tions: ............ n Acquirer ba process........... ng: ................. stigation Requ & Timefram mentation: ...... cumentation: ..................... Codes ............. Codes for ATM on Codes for A Reason Codes ..................... ..................... ..................... POS .............. ATM Journal ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ank ................ ..................... ..................... uest (UIR) .... mes................. ..................... : .................... ..................... ..................... M: ................ ATM:........... for ATM: .... Oper ..................... ..................... ..................... ..................... l Requests .... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... ..................... rating Rules & Dispute Manag

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Nationa (NPSB) 3.4 3.5 3.6 Tabl Figu Figu al Payment Sw ) Chargeba Re-presen Second C le of Flow ure 1 - Basic D ure 2 - Basic R itch Banglades ack Reason C ntment Reaso hargeback R w Diagram Dispute Man Retrieval Req sh Codes for POS on Codes for P Reason Codes ms nagement Cyc quest Cycle ... S: .................. POS: ............ for POS: ...... cle ................. ..................... Oper ..................... ..................... ..................... ..................... ..................... rating Rules & Dispute Manag

.................... .................... .................... .................... .................... User Manual: gement Rules Page 3 of 37 ................. 27 ................. 32 ................. 33 ................... 5 ................... 8 7 2 3 5 8

Nationa (NPSB) 1 In 1.1 b N N al Payment Sw ) ntroduction Prologue Disputes ma specific tran bank will in appropriate p The objectiv the need for resolve dispu The settleme adjustments. NPSB will s and view cor The NPSB D interface that to view copy NPSB will collections Management itch Banglades ay arise as a nsaction or n nitiate a dispu proving docu ve of dispute an adjustme utes, errors an ent team at These adjus store dispute rresponding d Disputes Te t has access y requests, ch be respons and arbitrat t Rules may b sh result of the not receiving ute process b uments. resolution m ent as a resul nd other issue NPSB will h stments coul details and dispute detail am at Bangl to the NPSB hargebacks, re sible for m tion requests be modified e cardholder the service/ by submitting mechanism is lt of a claim. es as quickly handle dispu ld be the res NPSB staff ls at the requ ladesh Bank B database an e-presentmen monitoring d s. It is als with market Oper claiming th /goods as ag g a claim fo s to determin All member y as possible. utes and any sult of a disp may perform est of NPSB k will be pro nd through w nts and secon dispute timef so mentiona practice. rating Rules & Dispute Manag

at they did n greed. An Is or dispute, at ne, as quickly rs shall fully y resulting M pute or for o m inquires on Member ban ovided acces which they ha nd chargeback frames, fulf able here th User Manual: gement Rules Page 4 of 37 not execute a suer membe ttached to the y as possible y cooperate to Member Bank other reasons n transaction nks. s to the use ave the ability ks.. fillments, fee hat, Dispute a er e e, o k s. s er y e s

Nationa (NPSB) l Payment Sw The figure b itch Banglades elow illustr Figure 1 sh ates a dispu

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Nationa (NPSB) 1.2 1.3 1.4 al Payment Sw ) Copy Reques When the Iss Retrieval Re Acquirer for sufficient det the Documen a Retrieval R ƒ Req ƒ Tra ƒ Car ƒ Fra ƒ AT Minimum Da Each Copy R ƒ Au ƒ Car ƒ Tra ƒ Tra ƒ Me ƒ Tra ƒ Ter Minimum Da ƒ Car ƒ Tra ƒ Ter itch Banglades st suer requires equest Notifi r Fulfillment tails of the T nt Type bein Request are: quest for cop avel & Entert rdholder requ aud analysis r TM Journal R ata Requirem Retrieval Req uthorization/A rd Number (M ansaction amo ansaction Dat erchant Name ansaction Ide rminal ID ata Requirem rd Number (M ansaction Dat rminal ID sh s a copy of th ication messa t. The Retrie Transaction to ng requested. py bearing sig tainment (T& uest due to di request Request ments for POS quest must co Approval Cod Masking) ount with cur te of original e and Addres ntifier, if pre ments for ATM Masked) te and time he ROC or ot age to the N eval Request o allow the A The most co gnature &E) Documen ispute S ontain at least de rrency l Presentment ss esent in the or M Journal Re Oper ther documen NPSB, which t Notificatio Acquirer to ide ommon reaso nt request t the followin t riginal Presen equests rating Rules & Dispute Manag

ntation, the I h then passes on message m entify it and ons for an Iss ng data: ntment User Manual: gement Rules Page 6 of 37 Issuer sends a s it on to the must provide must indicate suer to initiate a e

Nationa (NPSB) 1.5 p al Payment Sw ) ƒ Ap ƒ STA ƒ Tra ƒ Com ƒ AT Fulfillment Fulfillment i of the Issuer' When provi provides pro itch Banglades proval Code AN Value ansaction Am mments (Cas TM Journal L is the transfe 's Retrieval R iding docum of of delivery sh mount with cu sh Retracted Log (For ATM r of Docume Request. mentation to y. urrency or Received) M Journal Re entation from a participan Oper ) equest) m the Acquire nt, it must b rating Rules & Dispute Manag

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Nationa (NPSB) Basic al Payment Sw ) Retrieval Re itch Banglades quest & Fu Figure sh lfillment Pr e 2 - Basic R ocess: etrieval Re Oper quest Cycl ating Rules & Dispute Manag

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National Pa (NPSB) 1.6 Pro The tim dat NP Item Dis 1 Card initi 2 Cop 3 Issu acce rejec custo 4 Issu first 5 Acq claim re-pr 6 Issu claim seco char 7 Acq for a 8 Arbi com

Ch be ayment Switch ocess Limitati e submission me and amoun te the dispute PSB; and on r spute Action dholder ates claim y Request er’s eptance or ction of omer's claim er initiates chargeback quirer accepts m or initiates resentment er accepts m or initiates ond rgeback quirer applies arbitration itration mpleted

hargeback cla rejected and Bangladesh ions n of claims an nts as shown e was entere response coun n Timeli calen day 60 10 m 25 k s s 30 s 20 s 15 20 18 T aims submitte subject to fee nd tracing req n in Table 1. T ed into the ce unted from the ine in ndar ys 0 From proc tran 0 From Card claim 5 From Acq resp requ 0 From char rece 0 From pres was 5 From seco rece 0 From acqu arbi 0 Max assu allow Table 1 - Dis ed or respond es as set out i quests shall b The time lim entral Disput e date of rece Timed fro m the time N cessed the nsaction m the time dholder initi m m the time quiring Bank ponses on the uest. m the time th rgeback requ eived m the time th sentment req received m the time th ond chargeba eived m the time th uirer applies tration ximum numb uming that al wed. spute Timef ded to after t in the NPSB Operatin Disp be subject to mits on claim tes Managem eiving the req om NPSB A c c iates the k e copy C in fr T th he first uest was T th he re￾quest T th he ack was he s for ber of days t ll the steps ta frames the dates show Fees and Ch ng Rules & Use pute Managem the followin submissions ment System quest or the c N Allowing for cycles plus a cushion. Claim maybe ncorrect or d fraudulent, fo This time per he days alloc This time per he days alloc This time per he days alloc the entire pro ake the max wn in the tab harges regulat er Manual: ment Rules Page 9 of 3 ng limitation s start from th (DMS) at th claim. Notes r 2 statement few days' e procedurall deemed or example. riod includes cated to step riod includes cated to step riod includes cated to step ocess can tak ximum time ble above ma tions. 37 in he he t ly s p 2. s p 4. s p 5. ke, ay

National Pa (NPSB) 1.7 Des Eac con be tele ayment Switch signated Offic ch Member ntact for NPS appointed. E ephone numb Bangladesh cers Bank should SB staff hand Each bank is r bers and Ema d nominate a dling Dispute required to w ail addresses an Officer o es. In addition write an offici of the nomin Operatin Disp of the bank t n at least one ial letter to N nated Officers ng Rules & Use pute Managem to act as prim e secondary O NPSB to spec s. er Manual: ment Rules Page 10 of 3 mary point o Officer shou cify the name 37 of uld es,

Nationa (NPSB) 2 Ty 2.1 2.2 2.2.1 2.2.2 2.2.3 b al Payment Sw ) Types of Disp Claims: Types of rais ƒ Cardho custom claims ƒ Mercha its cust respons NPSB Domestic tran Domestic tr transaction d Claims rais A Bank ass Management Fraudulent Issuer disput takes place in validation of fails to identi Claims rais In case of di case of an er be adopted w waiting for th If there is an with immedi itch Banglades putes sed claims ar older with Is mers will be raised by the ant with the A tomers (merc sibility of eac is not part of nsactions Disp ransaction d done over a d sed by an Iss igned admin t System (DM t transaction te rights exis n a non-EMV f the transac ify the transa sed by an Ac iscrepancies rror in dispen where the Ac he Issuer ban ny error/dup iate effect. Th sh re: suer bank. M the sole resp e cardholder. Acquirer ban chants, inclu ch member b f that type of putes disputes are domestic term suer bank nistrator will MS). ns: st where a fr V compliant d tion) and wh action as a “F cquirer bank discovered d nsing the cas cquirer bank nk to raise a c plicate file pr he Issuer sho Managing the ponsibility o NPSB is not nk. Managing uding Govern bank to resol claims resolu concerned minal by using l record the fraudulent tra device (even here the asso Fallback Tran k during the da sh to the card shall refund claim. rocessing, th ould not need Oper e relationship of each mem t part of that t g the relation nment Depar lve any claim ution. with the cl g a domestica claim in the ansaction on n where there ociated autho nsaction”. aily terminal dholder - a go the amount t he Acquirer s to raise a Cla rating Rules & Dispute Manag Pa p between a mber bank to type of claim nship betwee rtments) wil ms raised by t laims that a ally issued ca e Issuer Ban an EMV-co appears to b orization requ reconciliatio ood faith app to the Issuer should proac aim on Good User Manual: gement Rules ge 11 of 37 bank and it o resolve any ms resolution. en a bank and ll be the sole the merchant arise from a ard. nk’s Dispute ompliant card be correct PIN uest message on process, in proach should bank withou ctively rectify d Faith basis. s y d e t. a s d N e n d ut y

Nationa (NPSB) 2.2.4 V al Payment Sw ) Disputes ha Issuing Ba business da I. Card II. The rejec III. In ca staff shou IV. All t EOD bank V. The the c staff along VI. All t after bank VII. The charg trans shou Parti charg VIII. All t after acqu IX. The inves issue In case of a where the ac any other ap itch Banglades andling proc ank should ra ay of actual tr dholder raises issuing bank cts the claim. ase of a valid f at the issuin uld be uploade the chargeba D is done by ks and credite acquiring ba case. In case f at the acqui g with the ap the re-presen EOD is don ks and credite issuing bank geback will saction detail uld be uploa icular care sh geback to be the second ch EOD is do uiring banks a acquiring b stigating the e to NPSB by dispute on a cquiring bank plicable valid sh cess aise chargeb ransaction. s a claim to h k investigate d claim, a cha ng bank. Fu ed to the NPS ack claims in the NPSB a ed to the issui ank receives of refusal, a iring bank. A ppropriate rep ntment reques ne by the NPS ed to acquirin k receives the be initiated s and all requ aded to the hould be tak rejected. hargeback cl one by the and credited t bank receive case. In cas y initiating arb an ATM/POS k fails to pre d written evi back on the his issuing ban es the cardh argeback requ ull transaction SB Disputes nitiated by th and accordin ing banks. the chargeb re-presentm All the suppo plies provided sts initiated b SB and accor ng banks. e re-presentm by the desig uired docume e NPSB Di ken to addres laims initiate NPSB and to the issuing es the secon se of refusal, rbitration. S/Kiosk or an esent the phy idence (due t Oper following w nk. older’s claim uest is to be i n details and Managemen he issuing ba ngly funds ar ack claim an ment will be in orting docum d by the acqu by the acquir rdingly funds ment claim. In gnated staff ents supporti spute Mana ss any issues ed by the issu accordingly g banks. nd chargeba , the acquirin ny other chan ysical or elec to any reason rating Rules & Dispute Manag P working day m and either initiated by th d all require nt System (DM anks will be re debited fro nd will start nitiated by th ments should uiring bank. ring banks w s are debited n case of refu at the issuin ing the secon agement Sys s that caused uing banks w funds are d ack claim an ng bank will nnel of NPS ctronic journa n), the acquir User Manual: gement Rules Page 12 of 37 of settlemen r proceeds o he designated ed document MS). e settled afte om acquiring investigating he designated be presented will be settled d from issuing usal, a second ng bank. Ful nd chargeback stem (DMS) d the origina will be settled debited from nd will star l escalate the B transaction al / receipt o ring bank wil nt or d ts er g g d g d ll k ). al d m rt e n or ll

Nationa (NPSB) b 2.3 N u 2.4 N 2.4.1 al Payment Sw ) be charged a refer to the N Issuer Fraud Issuers must reporting mu Fraud Type C identified an occurrence i activity mus NPSB Fraud under new co Acquirer Urg Participants c via the NPS Network Par RNP), via N the legitimac appropriate a within seven always requi within a sev Acquirer mu Option) Arbitration The arbitrati resolve the r arbitration pr ƒ Cas ƒ NP be a ƒ The refe ƒ Arb the itch Banglades a penalty fee NPSB Fees an d Reporting: t report all o ust occur by t Codes used t nd reported, is erroneous t be resubmi d Repository odes. (Future gent Investiga can commun SB Online U rticipant - FN NPSB Online cy of a Trans action based nty-two (72) h ired. An Acq venty-two (7 ust check the n process & T ion process w raised claim rocess will be se is raised by PSB has the fu able to fairly e party that lo er to Fees and bitration Wit Arbitration. sh e for failing t nd Charges ru of their confir the next Busi to classify fra , further inv or of a diff itted using th will accept r e Option) ation Request nicate urgent Urgent Invest NP) may cont with an Urg saction. Whe d on the cont hours of the r quirer, who f 72) hour per UIR queue o Timeframes will start wh , at which th e as follows: y the Acquir full authority y judge the rai oses the arbit d Charges ru thdrawal Pro to provide th rule book). rmed fraud a iness Day aft aud activity. nvestigation ferent fraud he revised fr revisions of t (UIR) fraud-related tigation Requ tact the Acqu gent Investiga en an Acquir tent of the U receipt of the fails to respo riod, will be on a daily bas henever both he issue is r er to NPSB f to request an ised case tration case w ule book) cedures/time Oper he applicable activity to N ter the verific If after the in determines activity type raud activity previously re d transaction uest (UIR) s uirer (Receiv ation Request rer is the RN UIR and resp e UIR. Respo ond to any U considered sis to ensure a parties (Issu raised with N for judgemen ny required d will bear the a eframe - 5 to rating Rules & Dispute Manag P e written evid NPSB. Such f cation of the f nitial fraud ac that the Tr e, the previou type code or eported fraud information system. An I ving Network t (UIR) for v NP on a UIR pond to the onse via the U UIR initiated as valid tra a timely resp uer & Acqui NPSB to adj nt documents or arbitration ch o 10 days aft User Manual: gement Rules Page 13 of 37 dence (Please fraud activity fraud activity ctivity type i ransaction o usly reported r record. The d transaction to each othe Issuer (Filing k Participant verification o , it must take Issuer (FNP UIR system i by an Issue ansaction. An ponse. (Future irer) failed to judicate. The r evidences to harges (Please ter submitting e y y. s or d e s er g

of e P) s er n e o e o e g

Nationa (NPSB) 2.4.2 al Payment Sw ) Chargebac The issuing documentatio ƒ Cop tran Cod ƒ Car ƒ Tra ƒ Tra ƒ Tra ƒ Me ƒ An ƒ Acq ƒ Tra ƒ Me ƒ Ap Ret ƒ Pre ƒ AR ƒ Issu ƒ Acq ƒ Ter ƒ Ap ƒ Att ƒ All PD itch Banglades ck Document bank must on for each tr py of a sign nsaction stati de. rdholder Acc ansaction date ansaction Ref ansaction amo erchant name ny other docu quirer Refere ansaction Dat erchant Categ plicable Ret trieval Reque esentment Da RN uer Member quirer Memb rminal Numb proval Code tachment l supporting DF. Documen sh tation: provide the ransaction: ned cardhold ing the reason count Numbe e and time. ference Retri ount with cur e or ATM/Kio umentation th ence Number te of original gory Code trieval Requ est ate ID ber ID ber/ID documentati ntation must n e acquiring b der form de n for chargeb er or PAN. ieval Number rrency osk acquiring hat may suppo r l Presentment uest reason ion must be not be sent in Oper bank with th enying execu back as well r. g bank name, ort the charge t code from sent in a se n editable form rating Rules & Dispute Manag P he following uting the sub as the approp , code and its eback case the Transac ecure file fo mat. User Manual: gement Rules Page 14 of 37 g chargeback bject claimed priate Reason s location ction Receip rmat such a k d n pt as

Nationa (NPSB) 2.4.3 2.4.4 al Payment Sw ) ƒ Tra ƒ Ter ƒ AT Re-present The Acquiri documentatio ƒ Do Jou ƒ The doc Do Fees and ch For the appli the NPSB “F itch Banglades ansaction Ide rminal indica TM Journal R tment Docum ing bank mu on: cumentation urnal, Transac e re-presentm cumentation cumentation harges ied fees and Fees and Cha sh ntifier, if pre ator, if presen Role (For ATM mentation: ust provide th to support t ction receipt… ment amount must be must not be charges amo arges” rule bo esent in the or nt in the origi M Journal Re he issuer ban the chargebac …etc. t field must sent in a sent in editab ount for raise ook. Oper riginal Presen nal Presentm equest) nk with the ck refusal su contain sam secure file ble format. ed claims or a rating Rules & Dispute Manag P ntment ment following re uch as the AT me amount A format suc arbitration, p User Manual: gement Rules Page 15 of 37 e-presentmen TM or Kiosk All supporting ch as PDF please refer to nt k g F. o

Nationa (NPSB) 3 A 3.1 Co 21 al Payment Sw ) Appendix 1: N Chargeback ode 11 Alter 12 Canc 13 Canc 14 Card 15 Card finali 16 Card telep 17 Card itch Banglades NPSB Reaso Reason Code Reason for red amount celled pre-aut celled recurrin d not yet effec dholder deni ized dholder dispu phone transac dholder dispu sh on Codes es for ATM: r a chargeba thorized trans ng transactio ctive ies transacti utes card a ction utes transactio ack saction was activated on date Oper D Transaction amount agre Cardholder w authorized cancellation Transaction preauthorize Cardholder Recurring cancellation Transaction card that wa the transactio Cardholder did not rece location agre bank by the a Cardholder c charged mu acquiring ba one valid tran Cardholder i Transaction the statemen rating Rules & Dispute Manag P Description was altered ed upon. was charged Transaction notificati amount is n d range. was charge Transaction notification. was complet as not effecti on. or authorize ive the servi eed with the agreed date. claims they h ultiple times ank when the nsaction. is not recogn date as men nt. User Manual: gement Rules Page 16 of 37 from the for a Pre￾n despite ion, or not within ed for a despite ted with a ive during ed person ices at the acquiring have been s by the ere is only nizing the ntioned on

Nationa (NPSB) 21 al Payment Sw ) 18 Card merc 19 Claim 20 Cred 21 Cred 22 Custo class 23 Debi 24 Decl 25 Defe itch Banglades dholder doe chant descript m or defense dit not receive dit submitted omer dispu sified it submitted a ined authoriz ective mercha sh es not re tion on receipt of ed as a debit ute not el as a credit zation andise ecognize f goods lsewhere Oper Cardholder i acquiring ter Cardholder c for services delivered by but have not Transaction promised by Transaction Cardholder's when the tra been a credit Cardholder unhappy w provided an unable to res the acquiri satisfaction. Transaction Cardholder's when the tra been a debit. Acquiring b transaction a request re Response. Cardholder defective, merchandise rating Rules & Dispute Manag P is not recogn rminal. claims they s that wer y the acquir yet been rec was not Cr y the acquiring was poste s account as ansaction sho t. claims t with the nd they ha solve the situ ing bank was poste s account as ansaction sho . bank comp after an aut eceived a received or c e. User Manual: gement Rules Page 17 of 37 nizing the have paid re to be ring bank eived. redited as g bank. d to the s a debit ould have they are services ave been uation with to their d to the s a credit ould have pleted the thorization Decline damaged, counterfeit

Nationa (NPSB) 21 al Payment Sw ) 26 Delin 27 Disp 28 Error 29 Expi 30 Fraud 31 Fraud embo 32 Impr 33 Incor itch Banglades nquent recon ute transactio r in addition red card dulent transa dulent tran ossed valid d rint of multip rrect account sh nciliation on amount action nsaction pr date le slips t number rior to Oper Transaction delinquent ca The trans incorrect or altered the after the completed w the cardhold An addition was made transaction a Transaction card that transaction d authorization The cardhol or participate transaction w fictitious ac valid card w the accoun transaction re Transaction to embossed A single tran more than account num Transaction an incorrect rating Rules & Dispute Manag P was comple ardholder. action am r the acquir transaction transactio without the c er. or transposi when calcul amount. was complet expired be date, and did n. lder did not e in a transac was processe ccount numb was outstandin nt number eceipt. was comple d valid date. nsaction was once using mber. was proces account num User Manual: gement Rules Page 18 of 37 eted by a mount is ring bank n amount on was consent of ition error lating the ted with a efore the not obtain authorize ction, or a ed with a ber or no ng bearing on the eted prior processed the same sed using mber.

Nationa (NPSB) 21 al Payment Sw ) 34 Inval 35 Inval 36 Mail/ 37 Mail/ unau 38 Merc 39 No sh 40 Non￾itch Banglades lid Merchant lid transactio /Telephone o /Telephone uthorized purc chandise not how disputed -matching ac sh t n order on expi order tran chaser as described d ccount numbe ired card ansaction r Oper Transaction invalid merc Cardholder transaction a be classifie reason code. A Mail Ord transaction w card that transaction d A Mail Ord transaction w unauthorized The service was describ receipt, or presented transaction, misrepresent services. Cardholder w stay and no-s a credit for th Transaction authorization using an acc not match an the issuer’s original cred Transfer O processed number that rating Rules & Dispute Manag P was comple chant. is claim as invalid an ed under a der / Telepho was complet expired be date. der / Telepho was complet d purchaser. did not ma ed on the tr other docu at the or the acqui ted the t was charged show and is r he no-show c did not n and was count number ny account n s master fil dit (including Original Cre using an t does not m User Manual: gement Rules Page 19 of 37 eted by an ming the nd cannot any other one Order ted with a efore the one Order ted by an atch what ransaction umentation time of iring bank terms of for both a requesting charge. receive processed r that does number on le or an g a Money edit) was account match any

Nationa (NPSB) 21 al Payment Sw ) 41 Non￾recei trans load 42 Secu 43 Servi 44 Tran 45 Tran 46 Tran itch Banglades -receipt of ipt of cash saction value device urity violation ices not rend nsaction not a nsaction not p nsaction not re Table 2 - sh merchandis at ATM at ATM/KI n dered as described permitted to te eceived

• Chargebac se, Non or load IOSK or erminal ck Reason C Oper account num master file. The cardho person did merchandise location agre bank by the a Transaction violating measures. Cardholder contracted w Cardholder merchandise not conform were given. Transaction terminal wh to process su Transaction acquiring b received by t Codes for A rating Rules & Dispute Manag P mber on the older or a d not rec e or service eed with the agreed date. was c standard claims the were not provi claims the s e they recei to the descri was comple ich was not uch transactio was complet bank which the issuing ba TM User Manual: gement Rules Page 20 of 37 e Issuer’s authorized eive the es at the acquiring completed security e services ided. service or ived does iption they eted on a permitted on. ted by the was not ank.

Nationa (NPSB) 3.2 C 31 al Payment Sw ) Re-presentm Code 111 Cor 112 Cor 113 Cor 114 Cre 115 Gen 116 Inco 117 Inva 118 No 119 No been 120 Non 121 Orig 122 Tran itch Banglades ment Reason C rrect merchan rrect merchan rrect transacti edit previousl neral – invali orrect transac alid acquirer error in addit proof of alte n altered) n-receipt of r ginal transact ansaction auth Table 3 - R sh Codes for ATM Reaso nt description nt location pr ion date prov ly issued d chargeback ction date pro reference nu tion of sale- a ered amount ( required docu tion was vali horized by iss Re-presentm M: on for a Re-p n provided rovided vided k ovided on cha umber on cha amount corre (customer sta umentation to id suer ment Reason Oper presentment argeback argeback ect in origina ated in charg o support cha n Codes for A rating Rules & Dispute Manag P t al transaction geback that am argeback ATM User Manual: gement Rules Page 21 of 37 mount had

Nationa (NPSB) 3.3 Co 41 al Payment Sw ) Second Char ode Re 11 Alter 12 Canc transa 13 Canc 14 Card 15 Cardh was f 16 Cardh activa 17 Cardh date itch Banglades rgeback Reaso eason for a c red amount celled pre-aut action celled recurrin d not yet effec dholder denies finalized dholder disput ated telephon dholder disput sh on Codes for chargeback thorized ng transactio ctive s transaction tes card ne transaction tes transactio ATM: Transa agreed Cardh author cancel amoun range. on Cardh Transa notific Transa that transa Cardh receiv agreed agreed n Cardh charge bank transa on Cardh Transa statem Oper Desc action was al d upon. holder was rized Tr llation notifi nt is not . holder was ch action de cation. action was c was not e ction. holder or auth ve the serv d with the a d date. holder claim ed multiple t when there ction. holder is n action date ment. rating Rules & Dispute Manag P cription ltered from th charged fo ransaction cation, or T within prea harged for a espite ca completed w effective du horized perso vices at the acquiring ban ms they ha times by the e is only o not recogni as mentione User Manual: gement Rules Page 22 of 37 he amount or a Pre￾despite Transaction authorized Recurring ancellation with a card uring the on did not e location nk by the ave been acquiring one valid izing the ed on the

Nationa (NPSB) 41 al Payment Sw ) 18 Cardh merc 19 Claim good 20 Cred 21 Cred 22 Custo classi 23 Debit 24 Decli 25 Defe 26 Delin itch Banglades dholder does n chant descript m or defense ds dit not receive dit submitted a omer dispute ified t submitted a ined authoriz ctive mercha nquent reconc sh not recognize tion on receipt of ed as a debit e not elsewhe as a credit zation andise ciliation e Cardh acquir f Cardh servic acquir receiv Transa promi Transa Cardh transa ere Cardh the ser unable acquir Transa Cardh the tra Acqui transa receiv Cardh or cou Transa delinq Oper holder is n ring terminal. holder claims es that were ring bank bu ved. action was sed by the ac action was holder's accou ction should holder claims rvices provid e to resolve ring bank to t action was holder's acco ansaction sho iring bank ction after an ved a Decline holder receive unterfeit merc action was quent cardhol rating Rules & Dispute Manag P not recogni . s they have to be deliver ut have not s not Cre cquiring bank s posted unt as a debit have been a they are unh ded and they the situation their satisfact s posted unt as a cre ould have bee k complet n authorizatio e Response. ed damaged, chandise. s completed lder. User Manual: gement Rules Page 23 of 37 izing the e paid for red by the yet been edited as k. to the t when the credit. happy with have been n with the tion. to the edit when en a debit. ted the on request defective, d by a

Nationa (NPSB) 41 al Payment Sw ) 27 Dispu 28 Error 29 Expir 30 Fraud 31 Fraud embo 32 Impr 33 Incor 34 Inval itch Banglades ute transactio r in addition red card dulent transa dulent transa ossed valid d rint of multipl rrect account lid Merchant sh on amount ction ction prior to ate le slips number The tr the ac amoun compl cardho An ad made amoun Transa that ex and di The c partici transa fictitio card w numbe o Transa embos A sing than numbe Transa incorr Transa merch Oper ransaction a quiring bank nt after th leted withou older. ddition or tr when calcu nt. action was c xpired befor id not obtain cardholder d ipate in a ction was ous account was outstandi er on the tran action was ssed valid dat gle transactio once using er. action was rect account n action was co hant. rating Rules & Dispute Manag P amount is in k altered the t he transact ut the conse ransposition ulating the t completed w re the transac authorization did not aut a transactio processed number or ing bearing th nsaction recei completed te. on was proce g the same processed number. ompleted by User Manual: gement Rules Page 24 of 37 ncorrect or transaction tion was ent of the error was transaction with a card ction date, n. thorize or n, or a with a no valid he account ipt. prior to essed more e account using an an invalid

Nationa (NPSB) 41 al Payment Sw ) 35 Inval 36 Mail/ expir 37 Mail/ transa purch 38 Merc 39 No sh 40 Non￾itch Banglades lid transaction /Telephone o red card /Telephone o action unauth haser chandise not how disputed -matching acc sh n order on order horized as described d count numbe Cardh invalid any ot A M transa that ex A M transa unauth The s describ other time o misrep Cardh and n for the er Transa and w numbe numbe origin Transf using match Issuer Oper holder is claim d and canno ther reason co Mail Order ction was co xpired before Mail Order ction was horized purch service did bed on the documentat of transaction presented the holder was ch no-show and e no-show ch action did no was processe er that does n er on the issu al credit ( fer Original an account h any acco r’s master file rating Rules & Dispute Manag P ming the tran ot be classif ode. / Telephon ompleted wi e the transacti / Telephon completed haser. not match transaction r tion presente n, or the acqu e terms of ser harged for b is requestin harge. ot receive aut ed using an not match an uer’s master (including a Credit) was number that unt number e. User Manual: gement Rules Page 25 of 37 nsaction as fied under ne Order ith a card ion date. ne Order by an what was receipt, or ed at the uiring bank rvices. both a stay ng a credit thorization n account ny account r file or an a Money processed t does not r on the

Nationa (NPSB) 41 al Payment Sw ) 41 Non￾Non load t ATM 42 Secur 43 Servi 44 Trans 45 Trans termi 46 Trans T itch Banglades -receipt of me receipt of cas transaction v M/KIOSK or urity violation ices not rende saction not as saction not p inal saction not re Table 4 - Sec sh erchandise, sh at ATM o value at load device n ered s described ermitted to eceived cond Charg r The ca not re at the bank b Transa standa Cardh contra Cardh merch confor given. Transa which transa Transa acquir by the eback Reas Oper ardholder or eceive the m location agr by the agreed action was ard security m holder clai acted were no holder claim handise they rm to the d . action was co h was not per ction. action was ring bank wh e issuing bank on Codes fo rating Rules & Dispute Manag P authorized p merchandise o reed with the d date. completed measures. ims the ot provided. ms the se y received description t ompleted on rmitted to pro completed hich was no k. or ATM User Manual: gement Rules Page 26 of 37 person did or services e acquiring violating services ervice or does not they were a terminal ocess such by the ot received

Nationa (NPSB) 3.4 Cod 221 al Payment Sw ) Chargeback de R 11 Altere 12 Cance 13 Cance 14 Card n 15 Cardh finaliz 16 Cardh teleph 17 Cardh itch Banglades Reason Code Reason for a ed amount elled pre-auth elled recurrin not yet effect holder denie zed holder dispu hone transact holder disput sh es for POS: a chargebac horized trans ng transaction tive es transactio utes card ac tion es transaction ck T am saction M C T n is n M C T n T ca tr on was C n se th ctivated C ch m v n date C T st Oper D Transaction w mount agreed Merchant co Cardholder f Transaction otification, o s not within p Merchant co Cardholder Transaction otification. Transaction w ard that was ransaction. Cardholder or ot receive ervices at th he merchant b Cardholder c harged mul merchant wh alid transacti Cardholder is Transaction da tatement. rating Rules & Dispute Manag P Description was altered d upon. ontinued to for a Pre￾despite c or Transactio preauthorized ontinued to for a despite c was complet not effective r authorized the merch he location ag by the agreed laims they ltiple times hen there is ion. s not recog ate as mentio User Manual: gement Rules Page 27 of 37 from the charge a -authorized ancellation on amount d range. charge a Recurring ancellation ted with a e during the person did handise or greed with d date. have been s by the only one gnizing the oned on the

Nationa (NPSB) 221 221 222 al Payment Sw ) 18 Cardh merch 19 Claim 20 Credi 21 Credi 22 Custo classi 23 Debit 24 Declin 25 Defec itch Banglades holder does hant descripti m or defense o it not received it submitted a omer disput fied t submitted as ned authoriza ctive merchan sh s not rec ion on receipt of d as a debit te not else s a credit ation ndise cognize C m f goods C it th re T pr T C th cr ewhere C w an th th T C w b M af re C d m Oper Cardholder is merchant. Cardholder cla tems that wer he merchant eceived. Transaction w romised by th Transaction Cardholder's a he transactio redit. Cardholder cl with the good nd they have he situation heir satisfacti Transaction Cardholder's when the tra een a debit. Merchant com fter an a eceived a Dec Cardholder efective, merchandise. rating Rules & Dispute Manag P s not recog aims they ha re to be deliv but have no was not C he Merchant was posted account as a d on should ha laims they ar ds or service e been unable with the m ion. was posted account as ansaction sh mpleted the t authorization cline Respon received or User Manual: gement Rules Page 28 of 37 gnizing the ave paid for vered from ot yet been redited as t. d to the debit when ave been a re unhappy es provided e to resolve merchant to d to the s a credit hould have transaction n request nse. damaged, counterfeit

Nationa (NPSB) 222 223 al Payment Sw ) 26 Delin 27 Dispu 28 Error 29 Expir 30 Fraud 31 Fraud embo 32 Impri 33 Incorr itch Banglades nquent reconc ute transactio in addition red card dulent transac dulent trans ossed valid da int of multipl rect account n sh ciliation n amount ction saction pri ate e slips number T d T or tr tr th A w tr M w tr au T p tr fi ca ac re or to T em A m ac T in Oper Transaction w elinquent car The transactio r the me ransaction ransaction w he consent of An addition was made w ransaction am Merchant com with a card t ransaction da uthorization. The cardholde articipate in ransaction w ictitious acco ard was ou ccount numb eceipt. Transaction w mbossed vali A single tran more than o ccount numb Transaction w ncorrect acco rating Rules & Dispute Manag P was comple rdholder. on amount i erchant alt amount a was complete f the cardhold or transpos when calcu mount. mpleted a t that expired ate, and did er did not au n a transact was processe ount number utstanding b ber on the t was complete id date. nsaction was once using ber. was processed ount number. User Manual: gement Rules Page 29 of 37 eted by a s incorrect tered the after the ed without der. ition error ulating the transaction before the not obtain uthorize or tion, or a ed with a or no valid earing the transaction ed prior to processed the same d using an

Nationa (NPSB) 223 224 al Payment Sw ) 34 Invali 35 Invali 36 Mail/T card 37 Mail/T unaut 38 Merch 39 No sh 40 Non-m itch Banglades id Merchant id transaction Telephone Telephone thorized purc handise not a how disputed matching acc sh n order on e order trans chaser as described d count number T in C tr cl co expired A tr ca tr saction A tr un T m tr d o ot so th C st cr r T au u n th cr O an Oper Transaction w nvalid merch Cardholder ransaction as lassified und ode. A Mail Orde ransaction w ard that ransaction da A Mail Orde ransaction w nauthorized p The merchand match what ransaction ocumentation f purchase, o therwise uns old, or the m he terms of sa Cardholder w tay and no-sh redit for the n Transaction uthorization sing an acco ot match an he issuer’s m redit (includ Original Cred n account n rating Rules & Dispute Manag P was complet ant. is claim s invalid and der any oth er / Telepho was complete expired be ate. er / Telepho was complet purchaser. dise or servi was describ receipt, o n presented a or the mercha suitable for th merchant misr ale. was charged how and is re no-show char did not and was ount number ny account n master file or ding a Mone dit) was proce number that User Manual: gement Rules Page 30 of 37 ted by an ming the d cannot be her reason one Order ed with a efore the one Order ted by an ice did not bed on the or other at the time andise was he purpose represented for both a equesting a rge. receive processed r that does number on an original ey Transfer essed using does not

Nationa (NPSB) 224 al Payment Sw ) 41 Non-r 42 Secur 43 Servic 44 Trans 45 Trans 46 Trans itch Banglades receipt of me rity violation ces not rende saction not as saction not pe saction not re Table 5 - sh erchandise ered s described ermitted to te eceived

• Chargeba m Is T d se th T st C co C m co g erminal T te pr T ac re ck Reason C Oper match any ac ssuer’s maste The cardholde id not receiv ervices at th he merchant b Transaction w tandard secur Cardholder ontracted we Cardholder c merchandise t onform to th iven. Transaction w erminal whic rocess such t Transaction w cquiring ba eceived by th Codes for P rating Rules & Dispute Manag P ccount numb er file. er or authoriz ve the merc he location ag by the agreed was complete rity measures claims the ere not provid claims the they received e description was comple ch was not pe transaction. was complet ank which he issuing ban POS User Manual: gement Rules Page 31 of 37 ber on the zed person handise or greed with d date. ed violating s. e services ded. service or d does not n they were eted on a ermitted to ted by the was not nk.

Nationa (NPSB) 3.5 C 32 al Payment Sw ) Re-presentm Code 211 Cor 212 Cor 213 Cor 214 Cre 215 Gen 216 Inco 217 Inv 218 No 219 No bee 220 Non 221 Orig 222 Tra itch Banglades ment Reason C rrect merchan rrect merchan rrect transacti edit previousl neral – invali orrect transac alid acquirer error in addi proof of alte en altered) n-receipt of r ginal transac ansaction auth Table 6 - sh Codes for POS Reaso nt description nt location pr ion date prov ly issued id chargeback ction date pro reference nu ition of sale￾ered amount ( required docu tion was vali horized by iss Re-presentm S: on for a Re-p n provided rovided vided k ovided on cha umber on cha amount corre (customer sta umentation to id suer ment Reason Oper presentment argeback argeback ect in origina ated in charg o support cha n Codes for P rating Rules & Dispute Manag P t al transaction geback that am argeback POS User Manual: gement Rules Page 32 of 37 mount had

Nationa (NPSB) 3.6 Co 421 al Payment Sw ) Second Char de 11 Altere 12 Canc 13 Canc 14 Card 15 Cardh finali 16 Cardh teleph 17 Cardh itch Banglades rgeback Reaso Reason for ed amount elled pre-auth elled recurrin not yet effec holder denie zed holder dispu hone transact holder disput sh on Codes for a chargebac horized trans ng transaction ctive es transactio utes card a tion tes transactio POS: ck T saction M T n i n M T n T t on was t activated m v n date T t Oper D Transaction amount agree Merchant co Cardholder Transaction notification, is not within Merchant co Cardholder Transaction notification. Transaction card that wa the transactio Cardholder did not recei services at th the merchant Cardholder c charged mu merchant wh valid transac Cardholder i Transaction the statement rating Rules & Dispute Manag P Description was altered ed upon. ontinued to for a Pre￾despite ca or Transactio preauthorize ontinued to for a despite ca was comple as not effect on. or authorize ive the merc he location ag t by the agree claims they ultiple times hen there is tion. is not recog date as men t. User Manual: gement Rules Page 33 of 37 d from the charge a -authorized ancellation on amount ed range. charge a Recurring ancellation ted with a tive during ed person chandise or greed with ed date. have been s by the only one gnizing the ntioned on

Nationa (NPSB) 421 421 422 al Payment Sw ) 18 Cardh merch 19 Claim 20 Credi 21 Credi 22 Custo classi 23 Debit 24 Decli 25 Defec itch Banglades holder doe hant descript m or defense o it not receive it submitted a omer dispu ified t submitted a ined authoriz ctive merchan sh es not re tion on receipt of ed as a debit ute not el as a credit zation ndise ecognize m f goods b T p T w b sewhere u p u t T w b M t r R m Oper Cardholder i merchant. Cardholder c for items tha from the mer been receive Transaction promised by Transaction Cardholder's when the tra been a credit Cardholder unhappy with provided an unable to res the merchant Transaction Cardholder's when the tra been a debit. Merchant transaction a request re Response. Cardholder defective, merchandise rating Rules & Dispute Manag P is not recog claims they at were to be rchant but ha d. was not C the Merchan was poste account a ansaction sh t. claims t th the goods o nd they h solve the situ t to their satis was poste account as ansaction sh complete after an aut eceived a received or c e. User Manual: gement Rules Page 34 of 37 gnizing the have paid e delivered ave not yet Credited as nt. ed to the as a debit hould have they are or services have been uation with sfaction. ed to the s a credit hould have d the thorization Decline damaged, counterfeit

Nationa (NPSB) 422 423 al Payment Sw ) 26 Delin 27 Dispu 28 Error 29 Expir 30 Fraud 31 Fraud embo 32 Impri 33 Incor itch Banglades nquent reconc ute transactio r in addition red card dulent transac dulent tran ossed valid da int of multipl rrect account sh ciliation on amount ction nsaction pr ate le slips number T T t A w t M w t T p t v t t rior to T A m T Oper Transaction delinquent ca The transacti or the m transaction transaction w the consent o An addition was made transaction a Merchant co with a card t transaction d authorization The cardhold participate i transaction w fictitious ac valid card w the accoun transaction re Transaction w embossed va A single tran more than account num Transaction an incorrect a rating Rules & Dispute Manag P was comple ardholder. ion amount i merchant alt amount a was complete of the cardhol or transpos when calcu amount. ompleted a t that expired date, and did n. der did not au in a transact was process ccount numb was outstandin nt number eceipt. was complet alid date. nsaction was once using mber. was proces account num User Manual: gement Rules Page 35 of 37 eted by a is incorrect tered the after the ed without lder. sition error ulating the transaction before the not obtain uthorize or tion, or a ed with a ber or no ng bearing on the ted prior to processed the same ssed using mber.

Nationa (NPSB) 423 424 al Payment Sw ) 34 Invali 35 Invali 36 Mail/ 37 Mail/ unaut 38 Merc 39 No sh 40 Non-m itch Banglades id Merchant id transaction /Telephone o /Telephone thorized purc chandise not a how disputed matching acc sh n order on expir order tran chaser as described d count numbe T i t red card A t t nsaction A t u T m t t m u t t er T u n t T Oper Transaction invalid merch Cardholder transaction a classified un code. A Mail Ord transaction w card that transaction d A Mail Ord transaction w unauthorized The merchan match what transaction documentatio time of merchandise unsuitable fo the merchan terms of sale Cardholder w stay and no￾a credit for th Transaction authorization using an acc not match an the issuer’s original cred Transfer O rating Rules & Dispute Manag P was comple hant. is claim as invalid and nder any oth der / Teleph was complet expired be date. der / Teleph was complet d purchaser. ndise or servi was describ receipt, on presente purchase, e was or the purpos nt misrepres e. was charged show and is he no-show c did not n and was count number ny account n s master fi dit (including Original Cre User Manual: gement Rules Page 36 of 37 eted by an ming the d cannot be her reason one Order ted with a efore the one Order ted by an ice did not bed on the or other ed at the or the otherwise se sold, or sented the for both a requesting charge. t receive processed r that does number on ile or an g a Money edit) was

Nationa (NPSB) 424 al Payment Sw ) 41 Non-r 42 Secur 43 Servi 44 Trans 45 Trans 46 Trans T itch Banglades receipt of me rity violation ices not rende saction not as saction not pe saction not re Table 7 - Sec sh erchandise ered s described ermitted to te eceived cond Charg p t n T p m l b T v m m w erminal T t t T r geback Reas Oper processed us that does no number on th The cardho person did merchandise location agre by the agreed Transaction violating measures. Cardholder contracted w Cardholder merchandise conform to were given. Transaction terminal wh to process su Transaction acquiring b received by t son Codes fo rating Rules & Dispute Manag P sing an accou ot match an he Issuer’s m older or d not rec e or service eed with the d date. was standard claims the were not provi claims the e they receive the descrip was comple ich was not uch transactio was comple bank which the issuing ba for POS User Manual: gement Rules Page 37 of 37 unt number ny account master file. authorized ceive the es at the e merchant completed security e services ided. service or ed does not ption they eted on a permitted on. ted by the was not ank.