FOREWORDBanking Industry is undergoing an evolution from Paper and Branch based banking to Digitized and

Networked banking services. Technology is the need of the hour and is a major contributor to growth and

sustainability of any organization. To stay competitive and ahead of times, business needs vibrant and

reliable IT support which can convert ideas into action capable of handling complex, composite business

processes. We also need to leverage opportunities from tech savvy and Gen 'Y' segments who are hungry

for newer concepts and ideas.

Revolution in information technology has brought about changes in the life style of masses and its impact

is more visible in the financial world. With the advent of affordable tech devices like mobile phones,

tablets etc., both Retail as well as Corporate customers want to undertake all their financial and non-

financial transactions digitally as per their convenience.

Being the pioneer Bank, Brand SBI has always endeavoured to remain responsive to the changing

environment and customer aspirations. We have not only foreseen but also made available the 'right

product and service at the right time', in conformity with world class security standards for the delight of

our customers.

We as an Organisation need to stay ahead of the competition and to provide innovative customer

friendly secure solutions to our esteemed customers. I am confident and I believe that this compilation

would enrich the knowledge base and help our frontline staff to pass on these innovative technological

products to our existing and new customers in sync with the image of our Bank as “Caring and sharing”.

It is indeed heartening that Digital and e-Commerce team at this office is proactively focussed on keeping

track of all these innovations and changes. In this process, they have come out with a revised version of

Booklet "Digital Products” encompassing the entire gamut of features of various digital products, their

complaint scenarios and redressal in a very lucid manner.

I am very much sanguine that all our staff, whether they are sales or operating functionaries will make

optimum use of this booklet resulting into manifold increase in the numbers of delighted customers

enjoying SBI's Digital bouquet of products to the fullest.

With best wishes!

Saloni NarayanLocal Head Office Chief General Manager

Lucknow Lucknow Circle

Digital & Transac�on Banking UnitDigital Products (Updated as on 31.10.18)

INDEX S.No. Particulars Page No.

Lotus & CRM Department

1. YONO 05

2. CRM 08

Digital & e-Commerce Department

1. RINB 09

2. SBI Anywhere - Personal 15

3. CINB 16

4. SBI Anywhere - Corporate 24

5. BHIM SBI Pay 26

6. BHIM 29

7. USSD 30

8. State Bank Collect 31

9. Prepaid Cards 33

10. SBI FASTag 38

MAB Department

1. BHIM Aadhaar SBI 40

2. PoS Machine 42

3. MOPAD 46

4. Bharat QR 47

Transaction Banking Department

1. Cash Pickup 49

2. e-Payment 51

Other Products

1. SBI Quick 53

2. SBI Secure OTP 55

3. SBI Digi Voucher 55

4. State Bank No Queue 55

5. State Bank mCash 55

05

(YOU ONLY NEED ONE)

USP :· Seamless Omni Channel app

· Any�me, anywhere 24*7 banking and lifestyle both

· Opening of Saving Bank Account (Temporarily Suspended)

· Various banking facili�es like fund transfer, Opening of TDR/STDR/RD, Bill Payment etc.

· Joint Venture Products (SBI Card, SBI Life Insurance, SBI Caps, SBI General Insurance available

· Shopping and Services

· Pre-Approved Personal Loan available

· Highly secure, Green Ini�a�ve

TARGET GROUP : · All tech savvy customers/non customers

· Young customers

REGISTRATION PROCESS : · Customers having INB creden�als can login in app available in Play Store, iOS Store or login at URL

h�ps://www.sbiyono.sbi

· Customers not having INB creden�als can create INB creden�als through ATM Debit Card

FEATURES : · Rela�onship Overview : 1. My balance: Account Statement, Average monthly Balance etc2. My Deposit: All Deposits account statements, crea�on and closure of Fixed Deposit/RD, Create a

new Dream and fulfill the same as per investment.3. My Borrowings: All Loan Account statements and details4. My Investments: SBI Demat account can be linked or Demat account can be opened.5. My Insurance: SBI Life Insurance Policy can be linked. SBI Life Insurance and SBI General Insurance

(PAI, Health Insurance, Motor Insurance, Travel Insurance, Home Insurance etc) can be purchased, Premium can be paid etc

6. My Credit Card: SBI Credit Card can be linked, SBI Credit Card can be purchased, Credit Card payment can be done etc

· Service Request :1. ATM/Debit Card Services: New Debit Card Request, Manage Debit Card, Ac�va�on of Debit card,

Blocking of Debit card etc.2. Cheque Related Service: Cheque Book request, Stop Cheque request, Revoke stop cheque request

etc.

06

· Shop :1. Shopping can be done in different category like Mul� Category, Fashion & Lifestyle, Brand Store,

Baby World, Jewellery, Pharmacy & Diagnos�cs, Health & Fitness, Electronics, Home & Furnishing, Gi�ing, Grocery & General Merchandise, Read-Study-Learn, Automobiles & others

2. All big brands are here like Amazon, Shopclues, Rediff.com, Myntra, Jabong, Voonik, Nykaa, Louis Philippe, Allen Solly, Ven Heusen, Peter England, First cry, PC Jeweller, Apollo Pharmacy, Dr Lal Pathlabs, VLCC, Croma etc

· Book And Order :1. Services can be booked for Travel, Hospitality & Holidays, Cabs & car rentals, Food & Entertainment

& Deals and Others2. The big brands are IRCTC, Yatra.com, EaseMy Trip, OYO, SOTC for Holidays, Cox & Kings, OLA, Uber,

Book my Show, Swiggy for Delivery App, Sony LIV, EROSNOW etc.

· PAPL : selected customers can get pre-approved personal loan up to Rs. 2.00 lacs without signing any documents or any branch interven�on

· OD against FD : Customer can avail OD instantly against FD created through any channel – CBS/ INB/ YONO

· Auto Mall : In shop sec�on Bank would be partnering with all leading Automobile majors (OEMs) viz. Ford, Maru� Suzuki, Tata Motors, Hyundai, etc. and resellers like Carwale, Bikewale etc and these merchants will showcase their products to customers.

· Fund Transfer : Fund transfer can be done in three easy steps if customer is already added. If not, you can pay and add the same. You can transfer the fund through UPI Pay also.

· Bill Pay : Almost all types of bills can be paid like Mobile, DTH, Electricity, Gas, Insurance Premium, Mutual Funds, Credit Cards, Subscrip�ons, Dona�ons, Rental Payments etc.

· Ask SIA : This is the most intelligent feature of YONO. It is a Chatbot (Ar�ficial Intelligence) named SBI Intelligent Assistant. This is based on already saved ques�ons. Ask YONO related ques�on and get solu�on in simple language.

OPENING OF SB ACCOUNT (through YONO by customer)* : A link is for opening a

digital account provided on the home page of the app/URL. Two types of accounts – Digital and Insta Saving can be opened. Illiterate, Minor and NRI cannot open these accounts.

· Digital Account: Aadhaar Card, PAN card, email ID and mobile number is mandatory A�er filling all the details and photo upload a reference number will be generated. Customer can visit any branch for biometric verifica�on. Branch will do biometric verifica�on and take a single page TnC form duly signed by customer to open account. No requirement for photo, physical copy of KYC and Account opening form. All the formali�es (CIF Number, Account Number, FATCA, CKYC, ATM Card request, Nomina�on, Signature upload, Cheque Book Request, INB Creden�als) completed in single handshake.

· Insta Account: Aadhaar Card, PAN card, email ID and mobile number are mandatory. A�er filling all the details and photo upload account number can be generated immediately without visi�ng the

*A/C opening through YONO is temporarily suspended due to the latest verdict on Aadhaar given by the Hon’ble Supreme Court

07

branch through OTP sent on Mobile number linked to Aadhaar Card. The account will have restric�ons in transac�on and account balance as per RBI guidelines for OTP based accounts. No signature based services will be provided by branch. Account need to be converted to full KYC account within 12 months.

REGULAR SAVING ACCOUNT (Complete Branch assist mode) :· All data will be filled in CBS-other apps-Lotus Icon- Open Regular account op�on by branch staff.

Aadhaar Card, email ID and mobile number is mandatory. A�er filling all the details, photo and TnC form (and Form 60 if PAN is not available) will be uploaded. Form 60 to be uploaded if PAN Card is not available. No requirement for physical copy of KYC, photo and Account opening form (One OVD if correspondence address is different from Aadhaar address is also to be taken). All the formali�es (CIF Number, Account Number, FATCA, CKYC, ATM Card request, Nomina�on, Signature upload, Cheque Book Request, INB Creden�als) completed in single maker/checker handshake. Accounts of illiterate , minor and NRI cannot be opened through this op�on as of now.

Support :For any queries/sugges�ons/feedback, please contact through any of the following

· Dedicated toll-free number 1800111101

· Email- feedback.yono@sbi.co.in

· For Account Opening Issues 022-395457-54 to 59

· Lodge request in service desk in YONO category

08

CRM

(CUSTOMER RELATIONSHIP MANAGEMENT)USP :· Integra�on of Sale, Service and Marke�ng func�on

· Convenient for Branches to track and manage rela�onship with customer

Why necessary : · CRM offers complete 360 view of any customer including banking products as well as JV products

· Enable Branch to create and track lead

· Enable controllers to monitor branch func�ons

· Roll out of processing of Non-Financial Service request shortly

LOGIN PROCESS : · Link is available to all ADS users on State Bank Times home page or login on URL

h�ps://crm.sbi.co.in

· No need for separate ID and password as it is available on Single Sign on pla�orm.

FEATURES : · Customer 360 op�on available to view complete profile of customer including joint venture

products

· Product recommenda�on is also available in customer 360

· CRM also available on mobile app through Airwatch Agent

· All ADS users can create any lead in CRM as Branch walk-in and Referral

· Leads for product in PB, REH, SME, Agri, NRI, Cross selling products can be created

· Lead from all available sources like Analy�cs, OCAS, etc flow in CRM

· BM to map role to his staff in CRM as per the responsibili�es assigned to them

· All staff are required to check CRM daily for any leads/task assigned to them

SUPPORT MATRIX :For any queries/sugges�ons/feedback

· Email- support.crm@sbi.co.in

· Lodge request in service desk in CRM applica�on category

· Call support desk : 022 - 39367191, 39367193, 39367184

09

RINB

(RETAIL INTERNET BANKING)

USP :

Various banking facili�es like fund transfer, opening TDR/STDR/RD, instant OD on FDs.

Facilitates online Tax payment, ITR e-filing, e-commerce, bill payment

Link PAN/ Aadhar Card, Transfer Account

Highly secure, fast and accurate

Eliminates paper work - Green ini�a�ve

Transac�ons on real �me basis (except NEFT)

Target Group : All personal segment customers

Registra�on Process :

1. Customers having ATM/Debit Card : In order to improve customer experience, please ask the

customer to avail the facility of online registra�on for internet banking, without visi�ng the branch.

Visit h�ps://www.onlinesbi.com New user registra�on and complete the registra�on process.

2. Customers not having ATM/Debit Card : Ask the customer to navigate to h�ps://www.onlinesbi.com

New user registra�on and complete the registra�on process Print applica�on form and visit

any SBI branch. To complete the registra�on process, the following steps need to be followed at

Branch end :

Obtain duly filled

application form for

internet banking

from the customer

Verify signature

and other details

In CBS, go to screen no 67050 and

select option 9: Miscellaneous details

from drop down and transmit

Customer can login

and set his username

and password after

1 hour

Create account channel link through screen no. 7082 by

selecting channel as Internet Banking and access allowed

as required by Customer

Select access channel as 2:Internet, mode of delivery as

'Hand delivery', input Reference no. (available in the applica�on form) against the

'Internet Banking Kit No.' field &statement frequency as consolidated

10

Fund Transfer :

Manage Beneficiary

Within S B I (own or

other accounts)

Outside SBI -

Other Bank Transfer

Credit Card (VISA)

Bill Pay

IMPS Funds Transfer

Interna�onal Funds

Transfer

Other Payments / Receipt:

State Bank Collect

Dona�ons

NRI eZ Trade Funds

Transfer

NPS Contribu�ons

Issue Demand Dra�

Western Union Service

(Receive Money)

P o w e r J y o � F e e

Collec�on (PUL)

Other Requests :

State Bank mCASH

Instant Money Transfer

(IMT)

Quick Transfer

Features :

Category Services

My Accounts Account Summary, Account Statement, Spend Analyzer, Change Login Password, SBI& Profile Rewardz, Profile, e-Statement, Select your Segment, Know your CIBIL Score, Update Aadhaar with Bank accounts

Payments/Transfer

Bill View/Pay Bills, Manage Biller, Payment History, SBI Life Premium, Topup Recharge,

Payments SBI General Premium

Fixed e-TDR / e-STDR (FD), e-RD (RD) / e-SBI Flexi Deposit, e-Annuity Deposit, TDS Account

Deposit Linking, TDS Enquiry, Interest Cer�ficate on deposit A/Cs, Auto Sweep Facility,

Overdra� against FD, Closing Overdra� against TDR

e-Tax State Govt. Taxes, Indirect Taxes, Direct Taxes, View Tax Credit Statement (Form 26AS),

Reprint Challan, Login to e-Filing/e-Verify

e-Services Update Aadhaar with Bank accounts(CIF), ATM Card Services, e-Cards, Cer�ficates,

Demat Services and ASBA Services, Link your LPG ID, Social Security Schemes (PMJJBY

/ PMSBY / APY), Windows App Registra�on, SMS Alerts service, SMS Banking, SBI

Group Services, Transfer of Savings Account, NRI Services, Top up buddy, Update

Buddy Wallet KYC, Online Locker, Pension Slip, My Holiday SB account, EMI for e-

Commerce, Submit 15G/15H, Form 15G/15H Enquiry, NPS Registra�on, Insta Home

Loan Topup, PAN Registra�on, Insta Credit Top up Loan, Sovereign Gold Bond Scheme,

Link account for Aadhaar subsidy, Cox and Kings

Request & Standing Instruc�on, Cheque Book request, Stop Cheque Payment, Closure of loan a/c,

Enquiries New PPF Account, Upgrade Access Level, Online Nomina�on, Sweep Crea�on for CSA,

Reprint e-receipt for PPF, Reprint EPFO Challan, OD for CSP A/C, Find Transac�ons,

Status Enquiry, Scheduled Transac�ons, Eligible loan/withdrawal limit on PPF,

Transac�on limit/Charges

11

Troubleshoo�ng : Branch related Issues :

QUERY SOLUTION1. How to get Maker/ For Lucknow Circle staff, send email to inb.lucknow@sbi.co.in along Checker ID with PF number, Name, Branch Code, Mobile No. and email ID. for new User? 2. How many Makers and There is no limita�on. Checkers can one All Clerical Staff can be Makers and all Officers (Supervising Staff) branch have? can be Checkers.3. Branch User has How to reset? Create request by going to www.inbintranet.com forgo�en the (Corporate Banking Sec�on) Branch Login Re-issue Password password. Branch Checker can approve this request by going towww.inbintranet .com (Corporate Banking Sec�on) Branch LoginManage Branch User Approve Re-issue Login Password (If Branch Checker is not available, request can be approved by Circle LHO team)4. How to claim Login by Maker in www.inbintranet.com(Corporate Banking INB PPKit? Sec�on) Branch Login PPKits Claim packet Login by Checker in www.inbintranet.com (Corporate Banking Sec�on) Branch Login Approve Claim packet5. Request has been Requests made by a Checker can be approved by other Checkers created by Checker. of that branch. Now, what can If only one Checker ID is available at Branch, new Checker ID of any be done? other Officer of the branch can be created (refer Query 1). If no other Officer is posted at the Branch, branch should send email to inb.lucknow@sbi.co.in for dele�on of request. (The request will be deleted from Corporate Centre level)

Customer related Issues : Important : For all queries related to RINB, branch should login to branch

interface www.inbintranet.com from the Personal Banking sec�on

QUERY SOLUTION

1. Customer is not able INB Maker/Checker of the Branch should login at Branch Interface and go to login for the first to Request Find User Name. If no Username is found, check in Query by �me with Username CIF op�on. If some error is displayed here, rec�fy the same. If no record and Password is displayed in Query by CIF, login by Maker in Branch Interface available in PPKit or Rec�fy Mapping issues INC Request. Next, login by Checker in Branch customer is receiving Interface Approve INC Request. Check for the user crea�on a�er error message some �me through Request Find User Name. If Username is displayed, 'Invalid Username ask customer to log in. If Username is displayed, but s�ll customer is or Password' receiving error message on login, ask customer to check the Username and Password printed on the Kit. Username is all numeric (may start with an alphabet) and password is all alphabets in capitals.

2. Customer is not INB Maker/Checker of the Branch should login at Branch Interface and go receiving OTP to Request OTP Mode Enquiry for INB transac�ons If OTP mode is SMS, please confirm the mobile number from customer (last 3 digits are shown there) as this is the number to which all INB related OTPs will be sent

12

If OTP mode is Smart OTP then advise customer to generate OTP through SBI SECURE OTP app or change the OTP mode to 'SMS' by logging to INB and going to high security op�ons in profile sec�on and selec�ng SMS in op�on 4

3. Customer did not login INB Maker to login at Branch Interface and go to Request Find with new PP Kit issued Username and note down the Username and Kit no. then go to Request to him and has now Re-issue Login Password through SMS or PP Kit mode. lost the Kit. INB Checker to login at Branch Interface and go to Approve Re-issue What can be done? Login Password and approve. Advise the Username and Kit no to the customer. Customer can login with this Username and Password of new kit issued. If system asks to enter the Kit no. at the �me of first login, customer should enter Kit no. that is visible in Find Username op�on (not the Kit no. of the new kit issued)

4. Customer has Customer can reset his login password online by going to 'Forgot Login forgo�en login Password' op�on and using ATM card details or Profile password. If both password. these op�ons are not working, then branch can issue new PP Kit to What to do? customer through Branch Interface. INB Maker to login at Branch Interface and go to Request Re-issue

Login Password and issue a new PPKit to customer. INB Checker to login at Branch Interface and go to Approve Re-issue

Login Password and approve. Customer can now login with his exis�ng Username and Password of new

kit issued.

5. Customer has Customer can reset his profile password online using Hint Ques�on and forgo�en profile Answer. If he has forgo�en Hint Ques�on and Answer, he will have to password. generate applica�on for reset of profile password and submit the signed What to do? applica�on to any branch. INB Maker to login at Branch Interface and go to Request Reset Profile

Password INB Checker to login at Branch Interface and go to Approve Reset

Profile Password and approve. A�er this, when Customer will login to INB the next �me, he will be asked

to reset the Profile Password and Hint Ques�on and Answer.

6. Account has INB Maker/Checker to login at Branch Interface and go to Request Find transac�on rights Username and search the Account. If Customer Access Level is 'Hide', ask in CBS, but is neither customer to login to his INB and go to Profile Manage Account Display available at account Unhide Account summary page, nor available for debit at the �me of fund transfer.

7. Customer receiving Branch to check Account/Channel Link in CBS through screen no. 7081. It error message - should be 'All Access Allowed' for transac�on rights and 'View only' for 'You do not have any view rights.

13

accounts mapped to 1. If Account/Channel Link doesn't exist, then create new account this username. channel link through screen no. 7082.

Please contact 2. If wrong Account/Channel Link exists (e.g. Account/Channel Link is your branch'. 'View only' but customer needs transac�on rights), then delete the exis�ng Account/Channel Link through screen no. 7083 and then create new account channel link with correct Access Level through screen no. 7082.

3. If correct Account/Channel Link exists, then run 'Update Account Details' from Branch Interface.

INB Maker to login at Branch Interface and go to Rec�fy Mapping Issues Update Account Details and create request by entering Account no. and CIF no.

INB Checker to login at Branch Interface and go to Approve Update Account Details and approve.

8. Transac�on rights INB Maker to login at Branch Interface and go to Rec�fy Mapping Issues already provided Update Account Details and create request by entering Account no. through CBS but and CIF no. INB showing INB Checker to login at Branch Interface and go to Approve Update enquiry rights Account Details and approve.

9. Account has been INB Maker to login at Branch Interface and go to Rec�fy Mapping Issues transferred from Update Account Details and create request by entering Account no. one branch to another and CIF no. but Branch code is INB Checker to login at Branch Interface and go to Approve Update not updated in INB Account Details and approve.

10. On enquiry in Find 1. Please check in CBS screen no 67050 – op�on 9 whether Access Username, Error Channel and Kit no. are properly filled message- 'No such 2. Check if packet is claimed in Branch Interface PP Kits PP Kit Status account no exists 3. INB Maker/Checker of the Branch should login at Branch Interface or the account no. and go to Request Find User Name. If no Username is found, login does not belong by Maker in Branch Interface Rec�fy Mapping issues INC to your branch' Request. Next, login by Checker in Branch Interface Approve INC Request. Check for the user crea�on a�er some �me through Request Find User Name. If Username is displayed, ask customer to log in.

11. Login or Profile INB Maker to login at Branch Interface and go to Requests Unlock User Password of and create request. customer is INB Checker to login at Branch Interface and go to Approve Unlock User locked for the and approve. day due to 3 invalid a�empts

12. INB of Customer INB Maker to login at Branch Interface and go to Requests Reac�vate is deac�vated. Username and create request. How to reac�vate? INB Checker to login at Branch Interface and go to Approve Reac�va�on and approve.

14

Escala�on Matrix : Lucknow Circle contact (for staff only):

Email ID - inb.lucknow@sbi.co.in |Landline – 0522-2295164 |Mob. no. – Shri R. L. Pareta – 9161665111

13. Error message received INB Maker/Checker of the Branch can check the registered mobile no. by customer- "Your through Branch Interface. For this, login at Branch Interface and go to mobile no. is not Request OTP Mode Enquiry Enter customer’s Username. registered with us. If message displayed is “The customer has done par�al registra�on or de- Please note that you registra�on of Smart OTP. Kindly advice customer to completely de- cannot make register from Smart OTP by de-registering himself/ herself from the State transac�on exceeding Bank Secure App as well as from Internet Banking profile. The customer Rs. 10,000/- without a can then re-register for Smart OTP.”, advise customer to change the OTP registered mobile no." mode to ‘SMS’ by logging in to INB, going to high security op�ons in profile sec�on and selec�ng ‘SMS’ in op�on 4

15

USP : Convenience of banking anywhere, any�me, on 24 x 7 basis Various banking facili�es like fund transfer, opening TDR/STDR/RD Highly secure, fast and accurate Eliminates paper work - Green ini�a�ve Transac�ons on real �me basis (except NEFT)

Target Group : For all personal segment account holders

Registra�on process :1. Exis�ng Anywhere/ INB user: One �me registra�on is required before log in using exis�ng INB

creden�als. Please enter ac�va�on code received on registered mobile no., for authen�ca�on.2. Exis�ng Freedom user: Use freedom creden�als to create new INB username and password. Also set

profile password and hint ques�on to complete registra�on. Please enter ac�va�on code received on registered mobile no., for authen�ca�on.

3. New user- If customer has ATM/debit card: Enter the required details Authen�cate with ATM/debit card

creden�als Obtain temporary Username Create Password. Now, go to Exis�ng Anywhere/ INB user Login using temporary Username and Password Create new Username and Password

If customer does not have ATM/debit card: Register online on www.onlinesbi.com and visit branch with signed applica�on form generated on registra�on.

App Features :1. My Accounts: Accounts Summary, Mini Statement, mPassbook, Statement Download, e-Statement

Subscrip�on2. Fund transfer: Self and other accounts (Within and Outside SBI), Quick transfer, mCash,

Add/Manage Beneficiary3. e-Deposits: Open FD/RD/MOD, Premature Closure, eDeposit Enquiry, Change Maturity Instruc�on4. Top-up and recharge: Mobile and DTH recharge, Top up of State Bank Wallets andPrepaid Cards5. Bill payments: View and Pay Bills, Postpaid Bill Payments, SBI Life premium, Credit Card Visa transfer,

Add and Manage Billers, Manage Scheduled Bills and check Bill Payment History6. UPI: Make Payment, UPI Payment History, Dispute Status7. Requests: Aadhaar seeding and LPG linking, Get/Cancel MMID, Cheque Book request and Stop

Cheque Instruc�on, TDS enquiry8. Services: Debit card Hotlis�ng, Manage Debit Card, Standing Instruc�on, State Bank Virtual Card,

Online Nomina�on, Transac�on Status Enquiry, Transac�on Limits & Charges, Submit 15G / 15H9. Quick Transfer: Send and Receive Money

Escala�on Matrix : Lucknow Circle Contact (for Staff only)

Email ID – inb.lucknow@sbi.co.in |Landline – 0522-2295164Mobile No. – Shri R. L. Pareta – 9161665111

anywherePERSONAL

16

CINB (CORPORATE INTERNET BANKING)CINB is a web-based u�lity for corporates (all non-personal customers such as Proprietors, Companies, Firms, Trusts, Govt. Departments etc.) to manage their accounts online (view and/or transact)

Variants :

*In Maker/Checker System, transac�ons created by one are to be authorised by other person. Same person cannot create a transac�on and then authorise it.

KHATA SARAL KHATA PLUS VYAPAAR VISTAAR Rights Enquiry Transac�on Enquiry Transac�on Transac�on Issued On CIF CIF Account Account Account

Issued From

CBS Access Channel 9

CBS Access Channel 10

www.inbintranet.com

www.inbintranet.com

www.inbintranet.com

User

Single

Single

Mul�ple

Mul�ple

Mul�ple Mode Of

Opera�on

Single / E or S

Single / E or S

All Modes

All Modes

All Modes

Accounts

One CIF

One CIF

Any CIF Any Branch

Any CIF One Branch

Any CIF Any Branch

Admin

N/A

N/A

Mul�ple

Single

Mul�ple

Beneficiaries

N/A

10 In A Day, Effec�ve A�er 4 Hours, Limit 5 Lac For First 4 Days

N/A

Mul�ple Beneficiaries Can Be Added In A Day

By Administrator

Mul�ple Beneficiaries Can Be Added In A Day By Administrator Or Authorizers

Txn Processing

N/A

Single Session

N/A

Maker / Checker*

Maker / Checker*

Txn Amount

N/A

10 Lacs Per Day

N/A

50 Lacs Per Txn

2000 Crores Per Txn

Tax Txn

N/A

2 Crores Per Day

N/A

2 Crores Per Txn

10000 Crores Per Txn

Supplier Payment

N/A

25 Lacs Per Day

N/A

50 Lacs Per Txn

2000 Crores Per Txn

State Bank Collect

N/A

N/A

Available

Available

Available

File Upload

N/A

N/A

N/A

Available

Available

Available Roles

N/A

N/A

Administrator, Enquirer

Administrator, Enquirer, Maker, Authoriser, Uploader

Regulator, Administrator, Enquirer, Maker, Authoriser, Uploader, Super Enquirer, Auditor

Forms Required

Khata

Saral

C1,C3,C4,C5

C1,C3,C4,C5

C1,C2,C3,C4,C5

Most Suitable For

Banks, Govt Offices, Trust, Customer Frequently Asking Statement Of Accounts

Proprietorship,Partnership Firm (Having Single/ E Or S Mode of opera�on), Petrol Pump, Gas Agency

School, College, University, Department Doing Recruitment, Hospital, Traders doing Online Business

Security Service, Company Distribu�ng Salaries

Sugar Mill, Company Doing Heavy Transac�ons

Religious Organisa�ons,

Registra�on Process for Khata and Saral (CBS based) :

1. Applica�on forms are available in the home page of Branch INB interface as well as in the CINB

home page.

2. For new customers (CIF not yet created)

a. Customer Management Create Create Non Personal Customer

b. In the field "Request for INB" select 'Yes' from the drop down

c. Select Customer type as "09: Khata Customer" or "10:Saral: Corporate Internet Banking" as per

the applica�on received. Select appropriate mode of delivery.

3. For exis�ng customers (CIF already exists)

a. Customer Management Amend Customer Details (SCR: 067050 CIF: Change Details)

b. Enter customer number (CIF number), Select Op�on 9: Miscellaneous Op�ons in the 'op�on'

field and Transmit.

c. In the next screen, select Access Channel as '09: Corporate Internet Banking (Khata)' for Khata or

'10:Saral: Corporate Internet Banking' for Saral facility.

d. If a Khata customer desires to avail Saral facility, change Access Channel accordingly. Also, to

give transac�on rights, go to Deposit CC/OD Create Account Channel link

Once the Customer is able to login successfully with the Saral Username and Password, Branch

can deac�vate the Khata facility through Branch INB interface. Login Corporate Deac�vate

Deac�vate Corporate Deac�vate Khata / Saral Enter the Username or Account number.

A�er approval by the INB Checker, Khata facility will be deac�vated.

Registra�on Process for Khata plus, Vyapaar and Vistaar (branch INB interface

based):

1. Minimum one INB Maker and one INB Checker should be available at the Branch.

2. Corporate customers can apply for CINB Vyapaar, Vistaar or Khata Plus facili�es by online or offline

modes

a. Online applica�on- Customer can go to h�ps://www.onlinesbi.com/ 'New user Registra�on'

under Corporate Banking Select appropriate product Fill registra�on form Print and

submit to Branch duly signed by the Authorized signatories/ appropriate authori�es

b. Offline applica�on- Prefer online applica�ons, otherwise get the duly filled applica�on from the

customer at the Branch. Rela�ve forms are available at h�p://www.inbintranet.com/

branch_forms.html

17

Note :· Khata Plus can be Upgraded to Vyapaar/Vistaar and Vyapaar can be upgraded to Vistaar.· Passwords of Administrator and Regulator can be reset / reissued directly by Branch. For other

users, Requests are to be made through Administrator.

18

CINB - C1 : Registra�on of Corporate

CINB - C2 : Registra�on of Regulator (for Vistaar only)

CINB - C3 : Registra�on of Administrator

CINB - C4 : Terms and Condi�ons

CINB -C5: Board of Resolu�on accompanied with a le�er for proposed mandate for CINB

transac�ons (mandate should be same as opera�onal through CBS)

3. Login from INB Maker at h�p://www.inbintranet.com in Corporate Banking login area and go to

Corporate Create Corporate.

a. If customer has registered online, select ‘Online Registra�on’ op�on and enter the reference

number available on the form submi�ed by the customer. All the details will be pre-filled.

b. If you have obtained offline applica�on, select ‘Branch Registra�on’ op�on and fill up the details

as per Forms C1, C2 and C3.

Note : Wherever PPKit required bu�on appears, select ‘No’.

4. Login from INB Checker at h�p://www.inbintranet.com and go to Approve Approve Corporate

and Approve the Corporate, Regulator and Administrator as applicable. Note the Corporate ID in all

the forms.

5. On approval by INB checker, Administrator will receive temporary Username as SMS and has to go

to www.onlinesbi.com Corporate Banking sec�on Select Khata Plus/Vyapaar/Vistaar as

applicable Click on New User Ac�va�on link and create temporary password. Now, administrator

has to login and create Users. Go to Manage Roles Users Add and Create the Users, as per mode

of opera�on (one addi�onal user is required to act as Maker). Print Form C-7 for each user and

submit to Branch.

6. At Branch end, INB Maker will go to Corporate Create/Amend Corporate Users Ac�vate New

Corporate User Enter Corporate ID and click on go. INB Checker will go to Approve Approve

New Corporate User Enter Corporate ID and click on go. On approval, the User will get SMS of

temporary User ID.

7. All the Users have to go to www.onlinesbi.com Corporate Banking sec�on Select Khata

Plus/Vyapaar/Vistaar as applicable Click on New User Ac�va�on link and create temporary

password. Now, user has to login and create Profile and Transac�on Password. For crea�ng

transac�on password, go to Profile Change Password.

8. Once the Users have successfully logged in, the Administrator will go to Manage Accounts Access

Rights Add. Give the suitable rights to each User for each account. Enquirer can see the account

and download the statement of Account. Maker can do the role of Enquirer and create the

transac�ons. Authorizers have full powers including authoriza�on of transac�ons. Authorizers

must be the signatories with mandate to operate the account.

9. The Administrator can create rules similar to mandate for manual transac�ons, by naviga�ng to

Manage Accounts Rules Add. Submit the print out of rules created to the Branch duly signed by

all signatories.

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10. The Branch must verify that the rules are similar to the manual mandate. INB Maker will go to

Corporate Verify Rules. INB Checker will go to Approve Verify Rules.

11. Check 'Pos�ng Restric�ons' in the account. CBS Screen No. 7050 Select 7- Pos�ng Restric�on 5-

Debit Other Transac�on. It should be 0 (Zero).

Features :

Apart from regular Internet Banking facili�es such as fund transfer, account statement etc., CINB offers

the following features :

1. File Upload Facility- To facilitate bulk transac�ons

2. Tax Payment- such as Direct (OLTAS), Indirect (CBEC, Customs), State Government Taxes

3. e-Collec�on Facility- for collec�on of receivables from their dealers

4. Direct Debit Facility (Vistaar)- Corporate (Supplier) can directly debit the accounts of their

dealers maintained at SBI branches at different loca�ons

5. Online Auditor (Vistaar)- for taking a quick second look at the transac�on and post-facto audits

6. MIS Reports (Vyapaar & Vistaar)- as per the specific requirement of the Corporate

7. PKI Based Security- facility to Upload Files using digital signature

8. Upgrade from Khata plus facility to Vyapaar or Vistaar and from Vyapaar to Vistaar

Troubleshoo�ng :

Important : For all queries related to CINB, branch should login to branch interface www.inbintranet.com from the Corporate Banking sec�on

QUERY SOLUTION

1. New account has been Every account needs to be mapped to the Administrator. opened but is not visible INB Maker should login and go to Corporate Edit Administrator to Corporate Users Enter the Corporate ID and add the new account. OR Next, the INB Checker should login and go to Approve (under How to add another Corporate Specific) Approve Admin Map/Unmap accounts Approve. account to a Corporate? Administrator should go to Manage Accounts Access Rights Add. Give the suitable rights to Users for the new account and create rule for the account to enable transac�ons. Branch has to verify the rule (refer query 16). Once rule is verified, transac�ons can be performed using the new account. 2. Corporate Authorizer This error is received when either the rule is not created or rule is receiving Error message created for amount less than that of the transac�on made. – 'No authorizers for this In this case, Administrator needs to create rule for the account with account for xxxx required amount. Branch has to verify the rule (refer query 16). Once debit amount' rule is verified, transac�ons can be performed using the new account.

3. Corporate user 1. Ask Corporate Administrator to login and enable the required receiving error Merchant through op�on Manage Beneficiaries Merchant

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message 'You may Select Merchant Type Select required Merchant Name “XXXX” not have the Merchant e.g. “Andhra Pradesh Pollu�on Control Board” from the Drop down Payment Limit to make under Others/Travel/Educa�on/Municipal Corpora�on/Pollu�on the payment. Kindly Control Board, as the case may be and click on Enable. create and authorize a 2. Therea�er, ask user having Maker rights to login and create Merchant Payment required Merchant Limit through op�on Manage Transac�ons Limit for this merchant. Manage Merchant Transac�on [ a pop up will be displayed as Please ensure that "Dear Customer, You will be redirected to State Bank merchant your admin has portal and you have to re-login with your creden�als, Please enabled this merchant confirm!" ] click on OK. Maker will be redirected to new URL: for payment' h�ps://merchant.onlinesbi.com/mercorpuser/login.htm. Click on Con�nue to Login Enter your user creden�al again and Click on Login Select Merchant Limit and proceed further. 3. Now, ask user having Authorizer rights to login and Authorize the merchant limit from op�on Manage Transac�ons Manage Merchant Transac�on [ a pop up will be displayed as "Dear Customer, You will be redirected to State Bank merchant portal and you have to re-login with your creden�als, Please confirm!" ] click o n O K . A u t h o r i ze r w i l l b e re d i re c t e d t o n e w U R L : h�ps://merchant.onlinesbi.com/mercorpuser/login.htm. Click on Con�nue to Login Enter your user creden�al again and Click on Login go to Merchant Limit Authorize Inbox. 4. Now, the Authorizer who authorized the Merchant Limit need to go to the Merchant Website and make the payment directly. Note : The Merchant Payment Limit is Valid only for 48 hours for making payment. New limit can be created a�er the old one has expired.

4. Corporate Regulator In case Regulator has forgo�en his Username, login as INB has forgo�en his Maker/Checker, go to Corporate Find Regulator username.

5. Corporate Regulator/ On receipt of request from customer, INB Maker should login and go to Administrator has Requests Re-issue Login Password Select User Type as Corporate forgo�en his password. Select the role How do I re-issue For Administrator: key in the account number/username of login password? Administrator & re-issue Login Password through SMS or PP Kit mode. For Regulator: key in the username for Regulator & re-issue Login Password through SMS or PP Kit mode. Next, INB Checker should login and go to Approve (under Common) Re-issue Login Password Select Corporate Select the name of the user and Approve.

6. Corporate User has No ac�vity is required from Branch end. forgo�en the login Administrator should ini�ate the request by logging into password; how do I www.onlinesbi.com. Go to manage Roles Reset/Re-issue re-issue login password? Password Login Password Select User and click on Dispatch.

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Once administrator ini�ates the request, SMS would be sent to respec�ve user on his/her registered mobile number in which request reference number will be provided. User can reset the login password through op�on 'Trouble Logging" available on the bo�om of the CINB Login Page.

7. Corporate Administrator On receipt of request from customer, INB maker should login and go has forgo�en his Profile Corporate Reset Corporate Password Select Profile Password Password. How can he Input the Corporate Id, select the role appropriately and proceed. get it? Next, INB Checker should login and go to Approve (under Corporate Specific) Approve Corp Profile/txn pwd resetSelect Profile Password Select the Corporate ID from the list Approve

8. How to reset the No ac�vity is required from Branch end. profile password user should ini�ate the request by logging into www.onlinesbi.com. of Corporate user? Go to Profile tab and click on forgot profile password. Next, Administrator should approve the request by logging into www.onlinesbi.com. Go to Manage Roles Reset/Re-issue Password Profile Password Select User and submit Once Administrator approves the request. User will be prompted to set Profile Password on next login.

9. How to reset the User has to submit form C7b reques�ng for the same (Form C7b will transac�on password be generated from Administrator end). INB Maker should login and go of Corporate user? to Corporate Reset Corporate password Select Transac�on Password Enter the reference number and Submit. Next, INB Checker should login and go to Approve (under Corporate Specific) Approve Corp Profile/txn pwd reset Select Transac�on Password Select the name of the user and Approve. User can set new transac�on Password by naviga�ng to Profile Change Password

10. Corporate Administrator On receipt of request and appl ica�on in Form C3 ( for and/or Regulator have Administrator)/C2 (for Regulator), the INB Maker should login and go been transferred. to Corporate Replace Admin/Regulator: Enter the Corporate Id and How to change them? select the appropriate role. Replace the old admin/regulator name and contact details with those of the new incumbent. Enter a new kit number and submit. Next, the kit has to be ac�vated by an INB Checker of the branch. For this, go to Approve (under Corporate Specific) Ac�vate Kits. Old Admin/Regulator gets deac�vated automa�cally; the new incumbent can login immediately.

11. Corporate wants to On receipt of all the relevant forms, INB Maker should login and go to upgrade CINB from Corporate Upgrade Corporate Enter the Corporate ID Select Vyapaar / Khata plus upgrade to Vistaar / Vyapaar. to Vistaar Next, the INB Checker should login and go to Approve (under Corporate Specific) Upgrade Corporate Approve.

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Please note that if a Corporate is upgraded to Vistaar, Regulator has to be mandatorily created.

12. Customer has submi�ed INB Maker should login and go to Corporate Approve Corporate the C9 form to branch, Mobile Registra�on Enter the C9 reference number Enter the How to approve? mobile number and Submit. Next, INB Checker should login and go to Approve Corporate Specific Approve Corporate Mobile Registra�on and Approve

13. A packet of PP Kits INB Maker should login and go to PP Kits Claim Packet. Enter the has been received at packet number, any one kit number from the packet and confirm. branch. What is to Next, INB Checker should login and go to Approve (Common) Claim be done? Packet Approve. Kit should be issued to customers only a�er claiming the packet, otherwise it won't work.

14. Customer already has INB Maker will go to Corporate Create/Amend Corporate Users Khata issued to him Ac�vate New Corporate User Enter Corporate ID and click on go. but now wants to INB checker will go to Approve Approve New Corporate User avail Saral. Enter corporate ID an click on go. On approval, the User will get SMS of temporary User ID. User should go to www.onlinesbi.com Corporate Banking sec�on Select Khata Plus/Vyapaar/Vistaar as applicable Click on New User Ac�va�on link and create temporary password. Now, user has to login and create profile and Transac�on Password. For crea�ng transac�on password, go to profile Change Password.

15. Corporate user has INB Maker should login & go to PPKits Map Kit to Corporate Enter submi�ed C7 form, the Corporate ID Select the reference number Map a new kit what next? number and Confirm. Next, INB Checker should login and go to Approve Ac�vate Kits Enter the Kit number and Ac�vate.

16. How to verify rules? INB Maker should login and go to Corporate Rules - Verify/Modify Verify Rules Select Corporate name Select Account Number and Submit. In the next screen, select the rule to be verified, enter the Transac�on Limit and click on Verify. Next, the INB Checker should login and go to Approve (under Corporate Specific) Verify Rules Select Corporate Name Select Account Number Select the Rule to be verified Enter the Transac�on Limit and verify.

17. User is not able to INB Maker should login and go to Requests Reac�vate Username login as the status of Select the User Type Enter the User Name and Submit. the user is inac�ve Next, INB Checker should login and go to Approve (under Common) Reac�va�on and Approve

18. How to unlock the INB Maker should login and go to Request Select Unlock User username? Select User Role Enter Username Select Login Password or Profile Password Submit.

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Next, INB Checker should login and go to Approve (under Common) Unlock user

19. E-pay order number Pos�ng restric�ons have to be removed. failed with error 5-Debit Other Transac�on should be 0. message 'pos�ng restric�ons made by branch'

20. Error message You are requested to look into 'ERROR--BEYOND i. Account level limit CUSTOMER LIMITS ii. Facility level limit -error code- 0772 in iii. customer level limit and also the limit expiry date. CORE' The INB system allows the transac�on only when adequate space/limit is available in all the above three level limits and the limit expiry date is greater than the transac�on date. If the account is drawn over and above limits at the instant of making payment through INB, the system will show this error. Please verify overall posi�on of advances in screen no.62027. If the problem s�ll persists please take a screen shot of customer level limit summary (screen 62027) at the �me of transac�on failure and then send it to CORE team (service desk) to enable them to analyze the problem further.

Note: 'Deac�vate Corporate Admin' op�on should be used with utmost care only if the Administrator has been created by mistake or the Corporate has specifically asked for deac�va�on of the Administrator. This will permanently deac�vate all the Users and Beneficiaries created by that Administrator. Corporate Admin, once deac�vated, cannot be reac�vated.

For Customers: 022-27566067 022-27579841

For Staff: 022-27579861

Lucknow Circle contact (for staff only): Email: inb.lucknow@sbi.co.in Contact No. : Shri R. L. Pareta - 0522-2295164

Escala�on Matrix :

24

USP :· Saral Users can access this applica�on using their exis�ng Corporate Internet Banking username and

password

· Corporate Enquirer, Maker and Authorizer can access this applica�on with their exis�ng Corporate Internet Banking Username and Password

· Corporate Users will be able to ini�ate single debit/single credit transac�ons through 'State Bank Anywhere-Corporate' App

· Corporate Authorizers will be able to authorize both single debit/single credit and single debit/mul�ple credit transac�ons including file based transac�ons

Pre-requisites :· A smartphone with Android (OS 2.3 or above)/iOS/Windows

· Internet connec�vity

· Valid Username and Password of CINB Enquirer/Maker/Authorizer

Features :For Saral Users1. Account informa�on

Account Summary Account Enquiry (detailed, in user given range) and Mini Statement

2. Banking Funds Transfer (Own Acc)- Fund Transfer between own Accounts Intra Bank (Within Bank)- Transac�on within SBI Inter-Bank - NEFT EPF Payment Payment to supplier Open Fixed Deposit <Rs 1 Cr. Bill Payment (with bill & without bill) Scheduling of Bill Payment Mobile Top-Up DTH Recharge Recharge Enquiry

For Vyapaar, Vistaar and Khata Plus usersAccount informa�on :

· Account Summary

· Search and view account details

anywhereCORPORATE

25

· Manage and view Favourite Accounts

For Corporate Makers and Authorizers :Ini�ate Payments:

· Fund Transfer to own account

· Fund Transfer to other SBI account.

· Inter Bank Fund Transfer through NEFT

· EPF Payment

· Supplier Payment

· Bill Payments

· Fixed Deposit

For Corporate Authorizers :Authoriza�on :

· Authorize e-Cheque

· Authorize e-TDR/e-STDR

· Cancel e-Cheque

For Corporate makers and Authorizers :Enquiry :

· Query By e-Cheque No

· Query By e-TDR/e-STDR

26

Download and install BHIM SBI Pay App from Google Play Store or App Store

Select correct SIM and verify mobile

number

Enter Bank name and select Account

in Account detail tab

Enter VPA or select from

the suggested VPAs

Enter Name in Personal detail tab (check if mobile

number linked to Bank account is being displayed)

In Security and Recovery tab, create 6-digit App PIN, enter email ID or alternate mobile number, select

security ques�on and enter answer*

Now, 'UPI Registra�on Successful' screen will be

displayed. Enter Promocode^ if required & select Validate bu�on on

bo�om le� of screen

Sign–in using

6-digit PIN#

All accounts linked to

the registered mobile

number are displayed on the home screen

Set UPI PIN for transac�on

account using debit card

details

USP :1. For real �me money transfer directly from bank account to beneficiary's account without adding

beneficiary (INB requires beneficiary addi�on)2. Mul� op�ons of money transfer, using any of the following beneficiary details: a. VPA (Virtual Payment Address) b. QR (Quick Response) Code c. Aadhaar number d. Account no+IFSC3. Mul�ple accounts in mul�ple banks can be linked for fund transfer and balance enquiry4. No transac�on charges5. App can be used by both consumer and merchant.

Target Group : Account holders of any UPI enabled bank

Pre-requisites :1. Mobile - Android 4.2 and above, with internet connec�on2. Mobile number present in the android handset should be registered in Bank account3. Bank account should be in single name (Accounts having joint mode of opera�on, even 'E or S' are

not allowed)4. Valid email address5. Details of ac�ve ATM/debit card linked to the account required for UPI PIN set up

*Security ques�on and answer are required to reset App PIN in case it is forgo�en.^Promocode format is as per the campaign running at the �me. Please refer latest circular for details#For merchant registra�on, select 'I'm a Merchant' op�on available on the home screen, enter the required details and submit (currently available for Android only)

Pay

27

App Features : Home Screen1. 'Pay'- Payment op�ons using :

· Virtual Payments Address(VPA)

· Account no. + IFSC

· Aadhaar number of beneficiary (must be seeded in account)

· QR code (Scan and Pay) 'Pay From' details- Default VPA and account number (can be changed)2. 'Scan QR' - Scan and Pay3. 'Collect'-Collect funds from VPA (amount and expiry can be entered) or QR code. The VPA and

account to which funds are being collected is displayed.4. 'History'- View the history of all transac�ons performed through the App5. 'Account'- Mul�ple accounts in mul�ple Banks can be added. Default account can also be selected.

Top le� corner menu1. View Profile-

Default VPA (new VPA can also be created) QR code, that can be downloaded or shared Personal details such as name, mobile number, alternate mobile number and email ID

2. My Accounts- All linked accounts are displayed, UPI PIN can be set, reset or changed.3. Transac�on history- List of all transac�ons through the App4. Beneficiary management

Note : In case of Merchant Registra�on, op�on to switch between Customer Mode and Merchant Mode is available in the top le� corner menu.

Transac�on Limits : Rs. 1,00,000/- per transac�on & per day 20 debit transac�ons per day

Troubleshoo�ng :1. In case mobile number is not ge�ng fetched, please check that there is sufficient balance in

customer's SIM for sending SMS.2. In case of Dual SIM phones, if correct SIM number is not ge�ng fetched by the App, please ensure

that the default SIM for sending SMS is selected as the SIM of the bank registered mobile number.3. In case of issues in se�ng UPI PIN, like non receipt of OTP or receiving message 'Invalid card details',

kindly ensure that the correct account linked to the ATM/debit card is selected.4. In case of errors messages like 'Unexpected State' and 'Communica�on Error', please check the

internet connec�on and try again.5. In case of rooted mobile phones, the installa�on would not be possible due to security issues in the

mobile handset.6. In case of errors like 'Account linkage not allowed as per bank policy', 'Transac�on not permi�ed to

the account' or account number not ge�ng fetched i.e. no account being displayed in the 'Default account' drop down list, please check whether customer has ac�ve ATM card (At least one debit transac�on should have been performed using this card) the account should have 'Single' mode of opera�on. Minor Accounts are not allowed for registra�ons.

28

7. 'Forgot Password' on the login screen can be used in case the user forgets login password. Registered email address and answer to 'Secret ques�on' will be required.

8. UPI PIN can be reset by Account Management Set UPI PIN ATM/debit card details.9. In case user account is debited and beneficiary account is not credited, the amount is normally

refunded within 2-3 working days.

Escala�on Matrix :· Mail at support.upi@sbi.co.in with transac�on reference number

· Go to Transac�ons history, select transac�on, click on raise dispute bu�on, enter the details & submit.

Lucknow Circle Contact :For any installa�on related issues, kindly drop a mail at agmacp.lholuc@sbi.co.in with complete details of the problem faced along with screen shots wherever possible. (for Lucknow Circle Staff only)

29

App for Cashless Payments

USP :1. For real �me money transfer directly from bank account to beneficiary without adding beneficiary

(as required in INB)2. Many op�ons of transferring money, using any of the following beneficiary details: a. VPA (Virtual Payment Address) b. QR (Quick Response) Code c. Aadhaar number d. Mobile number (registered at BHIM) e. Account no. + IFSC3. Mul�ple accounts in mul�ple banks can be linked for fund transfer and balance enquiry.4. No transac�on charges5. App can be used by both consumer and merchant

Target Group : Account holder of any UPI enabled bank

Pre-requisites :1. Mobile OS - Android 4.2 and above, with internet connec�on2. Mobile no. registered in the account should be in the android handset3. Valid email address4. Details of ac�ve ATM/debit card linked to the account required for UPI PIN set up

Registra�on process :

Download and install BHIM App from

Google Play Store

Select Language, press next and allow App to send SMS for mobile no. verification

(choose correct SIM)

Create login

passcode (4 digits)

Select “I AM A MERCHANT” option from menu at top

right corner of screen and fill #required details

Set UPI PIN – Enter requiredATM card details: App will fetch

OTP, create UPI PIN (6 digits)

Select bank and account

#In case of merchant registra�on

Transac�on Limits (applicable per bank account) :· Rs. 20,000/- per transac�on· Rs. 40,000/- per day

Complaint Matrix :

NPCI Contact : For SBI customers :Email at contact.bhim@npci.org.in Email at support.upi@sbi.co.in (Share the 12 digitCall at 022-454147-33/40 Transac�on ID)

30

USSDUSP : Avail banking services without internet and smartphone

Target Group : Any bank account holder

Pre-requisites :1. Mobile number should be registered with account.2. Details of ATM/debit card linked to the account are required for UPI PIN set up.

Registra�on Process :

SMS “MBSREG <space> Account Number” to 9223440000 from registered mobile number

Dial *99# from registered mobile number

· Select Language· Enter Bank Details· Select Account No.· Set UPI PIN using debit

card details

Go to 'My Profile' sec�on, select 'I am a Merchant'* op�on and enter the required details

*In case of merchant registra�ons

Features :1. 'Send Money' through

Mobile number Aadhaar number Payment address Saved Beneficiary IFSC+Account no.

2. 'Request Money' using Mobile Number or Payment Address3. 'Check Balance' using UPI PIN4. View 'Pending Requests' sent through 'Request Money'5. View 'Transac�ons' history6. Set/change 'UPI PIN'

31

Benefits for receiver :1. Collect online payments such as fees, dona�ons etc.2. No need to maintain a website3. Facility of integra�on with pre-exis�ng website (site-to-site integra�on)4. Pre-popula�on of payer par�culars and amount5. Avoid poten�al risks of forged notes/cash shortage/cheques bouncing or becoming stale

Benefits for payer :1. Mul�ple Op�on Payment System (MOPS)2. No wai�ng in long queues3. Make payment any�me anywhere4. No need to carry cash /cheque /DD5. Take receipt print outs any �me

Target Group : Non-personal customers(Firms/Companies/Ins�tu�ons) who require fund collec�on facility CINB enabled accounts (SB or CA) - Vyapaar/Vistaar/Khata Plus (Preferably KhataPlus) OD accounts not enabled

Registra�on process :1. If customer has CINB - Khata Plus/Vyapaar/Vistaar already issued then proceed further. If customer

has CINB – Khata/Saral issued to him or no INB is issued to the customer, then issue Khata Plus to the customer (refer page no. 13 for issuance process).

2. Ask the customer to download 'State Bank Collect' forms from his CINB account, fill and submit (along with Rs. 100/- stamp paper).

3. Login from Administrator State Bank Collect Add the Corporate Make the Charges to be recovered from Customer and upload Logo Add CategorySelect the State and give a suitable Name like School Fee to Category and select Account No. where the fee will be credited.

4. Configure Payment DetailsGive the Fields Name like Session, Month/Quarter, Fee type, Class, Sec�on, Student Id/Roll No., Name of Student, Name of Father, Mobile No.etc.Field Types are Text, Date and Op�on. Op�on is to be given for popula�ng dropdown (This page is purely tailor made and can be adjusted as per requirement)

5. Configure Payment Amount Details (Field for different type of fees can be created, such as, School Fees, Late Fine, Miscellaneous etc.).

6. Submit View the Sample online Payment Form Review it and Modify, if needed.7. Approve SB Collect from INB Maker (CorporateState Bank Collect) and INB Checker (Approve

Corporate specific State Bank Collect).8. Send a confirma�on email to inb.lucknow@sbi.co.in and a le�er to RBO, confirming crea�on of SB

Collect, along with scanned copies of SB Collect documents, for Administra�ve approval of RM. If

32

account is newly opened, approval of GM is to be obtained. Technical approval for publishing SB Collect is to be obtained from Digital & e-Commerce Department at LHO.

9. Link to SB Collect will be sent to customer and Branch through email.

Post-registra�on service :1. Any modifica�ons by the customer must be authorized at Branch and LHO level2. Administrator will create Corporate User (for downloading SB Collect reports using naviga�on:

Reports State Bank Collect Request Report)

Features :1. Details required for payment are displayed on a Webpage2. The payer can select the category of payment and enter related data3. Par�culars or amount can be pre-populated based on one or two key fields (like roll number or

consumer number etc.). This is called pre-upload system.4. No possibility of incorrect or double payments5. The payer can choose desired mode of payment such as Net banking, credit card, debit card, State

Bank Buddy or branch (challan is generated)6. e-Receipts of payments can be generated7. Pre-defined MIS reports can be obtained at any �me for any given period8. Collec�on of fees for a specific period (last date) with inclusion of penalty slabs

Escala�on Matrix :Lucknow Circle Contact for Staff:Email ID - inb.lucknow@sbi.co.inLandline - 0522-2295164Mobile no. - Shri R. Pratap - 8874 439555

33

PREPAID CARDS· Work on the theme of 'pay now' and use at your convenience

· Just buy a card, load it with the desired amount and the card is ready to be used

· No account is required to use these cards

· Convenient alterna�ve to cash and cheques

Prepaid cards are available in two types - Personalized (having customer's name) and non-personalized (without the name of the customer)

· For issuing non-personalized cards, the branch should have sufficient card stock available. Branch can order cards through CBSApps Prepaid Inventory Bank Raise Request as per expected requirement. Once cards are available with the branch, single card issuance request (Go to CBS Apps Prepaid Card Issuance Welcome Kit Batch Associate) or bulk issuance request can be made (procedure given below).

· For issuing personalized cards, single (CBS Apps Prepaid Card Issuance Customer Entry Single) or bulk issuance request (procedure given below) can be made. Once the personalized cards are delivered to the branch/customer, the cards will be available for top-up and use.

Bulk Card Issuance Procedure through CBS :· To use the bulk upload op�on, the first step is to create the file in the correct format. To do this, a

u�lity has been provided which can be downloaded from CBS Apps Prepaid by naviga�ng to File Formats User Manuals Bulk Upload File-Generator.

· Open the file and follow the instruc�ons given on the first sheet. A�er following the instruc�ons, click on the required op�on (For example, to create bulk upload file for issuance of achiever cards, click on 'Achiever Cards Issuance')

· Fill all the details as required in the correct format (all specifica�ons are provided in the top 3 rows – the first row gives the name of the field, the second row provides the values that can be entered, the third row defines the size and whether field is mandatory or not).

· Once the data is entered, click on 'Generate File' bu�on on the top le� corner. A '.csv' file will be generated and saved in the 'Documents' folder. Now the file is ready for upload. (If all fields are not entered, error message will appear – 'No Data Found or Mandatory fields not entered'. Enter all the mandatory fields and try again.)

Maker (Must have capability below 5 in CBS) Go to CBS Apps Prepaid Go to Common Opera�ons File Upload. Select the upload type, browse the required file and click

on Upload. A�er clicking on 'Upload', if 'Status' is not 'Success', then check the 'Reason' and try again. If 'Status'

is 'Success', select the entry and click on 'Process'. A�er processing, check that Success Count is equal to the number of records in the uploaded file. If

the Success Count is less or if the Status is not 'Completed' then download and check the 'Logs' to view the error codes (Details of error codes are available in Bulk Upload File-Generator). As per the errors, correct the file and try again.

34

Checker (Must have capability of 5 or above in CBS)

For Personalized cards : Go to CBS Apps Prepaid Go to Card Issuance Customer Entry Applica�on Bulk Authoriza�on Approval All requests will be displayed. Select the required file, enter remarks and click on 'Approve'. On successful approval, the Batch Status will be 'Completed'. If Batch Status is not 'Completed', then

try again. Now, the request will be processed at back end and personalized cards will be dispatched to customer's address provided in the file. Once cards are received by the customer, Top-up the card as per customer requirement.

For Non-Personalized cards : Before authorizing the file, BGL A/c 99473 should be credited with the total amount of top-up as per

the uploaded file. Note the BGL Reference Number as this has be entered at later stage. Go to CBS Apps Prepaid Go to Card Issuance Welcome Kit Batch Bulk Associate Select the record, enter the BGL Reference Number (as noted in step 1 above) and Total amount.

Click on verify bu�on (CBS Status will show as pending for records that are not yet verified). Once CBS Verifica�on is completed (CBS Status shows as 'Completed' along with a reference

number), select the record and click the approve bu�on. A�er the approval, the total count and success count will be displayed and the status will be

displayed as Completed.

Escala�on Matrix :Email: fssprepaid@sbi.co.inContact number: 022-27576973, 022-27566508, 022-27563036, 022-27563039, 022-27571033

Prepaid card intranet website (for card enquiry, card statement, etc.):http://10.4.226.134/FTCRECON

VARIANTS OF PREPAID CARDS :

GIFT CARDFeatures :· Customisable prepaid card for gi�ing purposes

· Ideal subs�tute for cash/gi� coupons/vouchers

· Can be issued at SBI branches or online through INB

· Issued for Rs. 500/- to Rs. 10,000/-

· Validity - 3 years

· Can be used on PoS or for online shopping (Cash withdrawal not allowed)

· Card is Non-reloadable

KYC requirement :Applicant KYC: Gi� cards will be issued from full KYC complied accounts of our Bank onlyBeneficiary KYC: (no KYC documents) Only name, address and contact details of the beneficiaries to be obtained

34

SMART PAYOUT CARDThese cards have been discon�nued. Exis�ng cards will be opera�onal for withdrawal and purchase transac�ons but no further top-up is allowed.

eZ-PAY CARDFeatures :· Prepaid card issued to the employees of Government departments, PSUs, reputed private

companies, partnership firms and proprietary concerns for loading the employees' salaries, TA bills, medical bills, bonus, incen�ve, commission to agents/distributors etc.

· Validity - 10 years

· Can be used on PoS or for online shopping

· Facility of cash withdrawal at ATM (limit Rs.40,000/-)

Beneficiary KYC requirement :· Government Disbursement: Verifica�on of the iden�ty of the beneficiaries shall be the

responsibility of the Govt. Departments.

· Listed Companies : Listed companies will take KYC document from the beneficiaries/ employees and submit to the bank before ac�va�on of the card

· Unlisted Companies/Partnership Firms /Proprietary Concerns : Full KYC of individual Cardholder.

Reload :Reloadable (up to Rs. 1,00,000/-)Balance not to exceed Rs.1,00,000/- at any point of �meMinimum issue/reload Rs. 100/- and therea�er in mul�ples of Rs. 1/-

ACHIEVER CARDFeatures :· Issued to Corporates for giving incen�ves to their employees/agents

· Issued for Rs. 100/- to Rs. 1,00,000/-

· Validity - 10 years

· Can be used on PoS or for online shopping

· Reloadable (through branch or CINB)

Beneficiary KYC requirement :Listed Companies: Listed companies will take KYC document from the beneficiaries/employees and submit to the Bank before ac�va�on of the card.Unlisted Companies: Full KYC of individual Cardholder

IMPREST CARDFeatures :· Company co-branded prepaid card for disbursement of pe�y cash expenses for agents of

Corporates (Current �e up Indian Railways)

· Issued for Rs. 100/- to Rs. 1,00,000/-

· Validity - 10 years

· Can be used on PoS or for online shopping

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· Facility of cash withdrawal at ATM (limit Rs.40,000/-)

· Reloadable (up to Rs.1,00,000/-)

KYC requirement :Complete KYC documents

FOREIGN TRAVEL CARDFeatures :· Chip-based card for people going abroad for studies/business/leisure· Maximum load is as prescribed by RBI/FEMA 1999 depending on the purpose of visit· Operable by 4-digit PIN at ATMs and by PIN/signature at merchant establishments· Add-on cards (up to 2) can be issued· Validity - 5 years· Reloadable any number of �mes up to validity of card· Card is refundable

Types of cards :

VISA Master CardCurrencies

· USD, EURO, GBP, JPY, AUD, CAD, USD, GBP, EURO, SGD, AUD, CAD, SAR, SGD for individuals UAE Dirham

· Also available in UAE Dirham, Malaysian Ringgit, Thai Baht & HK Dollar for CorporatesCurrency loading Only one Currency can be loaded Mul�ple Currencies can be loaded in a card in a single card Support Team Email ID: fssprepaid@sbi.co.in Email ID: sbitravelcard.mc@sbi.co.in Phone No.: 022-27576973, Phone No.: 022 - 27572365 022-27566508, 022-27563036, 022-27563039 & 022-27571033Informa�on h�ps://prepaid.onlinesbi.com/ h�ps://www.sbitravelcard.comWebsite

KYC requirement :Copy of valid passportForm A2PAN No or Form 60Proof of residence (if different from passport)

Charges :

VISA MasterCardIni�al purchase and load fee Rs. 100+GST Rs. 100+GSTReload fee Rs. 50+GST Rs. 50+GSTAdd on Card Rs. 100+GST Rs. 100+GST

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Eligible Branches :As loading/re-loading of FTC entails transac�on in foreign currency, only branches authorized for Forex transac�ons i.e. B category branches and above are allowed to issue FTC. Currently, the following 23 branches of Lucknow Circle are enabled for FTC issuance :

Network – 1 Network – 2 Network – 31. Lucknow Main Branch (125) 1. ITI Raebareli (4547) 1. CB Bhadohi (4214)2. SGPGI Lucknow (7789) 2. Korwa (8069) 2. CB Varanasi (9252)3. NRI, Lucknow (15194) 3. Spl. NRI Br Allahabad (17613) 3. Gorakhpur (86)4. HAL Lucknow (18632) 4. Kanpur Main Branch (107)5. CB Moradabad (4113) 5. Indl. Estate Kanpur (219)6. SCB Bareilly (17644) 6. Jajmau (220) 7. Farrukhabad (638) 8. Co-Op Ind Est. Kanpur (1080) 9. IIT Kanpur (1161) 10. Pata (1937) 11. BHEL Jhansi (3807) 12. Indl. Fin. Kanpur (8971) 13. NRI Kanpur (15195) 14. Birhana Road Branch (30246)

All other branches are advised to redirect customers to these branches for issuance of FTC.

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SBI FASTag

SBI FASTag is a tag that works on Radio Frequency Iden�fica�on (RFID) technology for making toll payments directly from the prepaid or saving/current account linked to it. It is affixed on the windscreen of vehicle and enables the vehicle to drive through toll plazas, without stopping for cash transac�ons.

USP :1. Can be used at all Na�onal Highway Toll Plazas and Select State Highway Toll Plazas2. Cashless payment of exact amount by direct debit from the linked Wallet3. Separate lane for FASTag vehicles - Faster movement through toll plazas4. Instant SMS Alerts on registered mobile number for transac�ons, low balance, etc.5. No expiry period6. Recharge at any Point of Sale loca�on of the agencies or by registering online at

h�ps://fastag.onlinesbi.com7. Corporate Wallet with auto-top up facility also available. Useful for Transport Operators/ Fleet

owners

Target Group : Retail and Corporate customers with special focus on SME customers, Transport

operators, Factories, Logis�cs Companies, Transport Associa�ons, State Road Transport Corpora�ons and Corporate Houses, etc.

Features :

· Tag contains chip and antenna inside

· Just needs to be pasted on the windscreen and is read by scanners available at toll plazas

· No validity period

Our Channel Partners (Service Providers) :S. No. Agency Name Email address Agency Head Mobile No.1. NICT Technologies Pvt. Ltd. nict@nict.co.in Mr. Sanjay Verma +91-77710044902. SAVE Solu�ons Pvt. Ltd. director@saveind.in Mr. Ajitesh+ +91-7280005431 +91-7781048775

3. CSC e Governance Service India Ltd. fastag@csc.gov.in Mr. Harish Oberoi +91-9971382233

Channel Partners on-board Vehicle Dealers also for distribu�on of our FASTag to their customers.

Charges :

Sr . Vehicle Vehicle Type One �me Refundable Ini�al loadNo. Class Tag Issuance Security Amount No. Charges* Amount* 1 5 Light Commercial Vehicle 200 300 140

2 6 Three Axle Commercial Vehicles 200 400 300

3 7 Bus/Truck 200 400 300

4 12 4 to 6 axle 200 400 300

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5 15 7 or More Axle 200 400 300

6 16 Heavy Construc�on Machinery 200 400 300 (HCM)/Earth Moving Equipment (EME)

*As per the instruc�ons of the Competent Authority, Bank has decided to waive the cost of the Tag and Security deposit for all the commercial vehicles for 6 months from 13th April 2018 �ll 31st Mar '19.

Note :

1. 5% cashback is being offered by NHAI for FY2018-19 2. Addi�onal 0.2% cashback is being offered by SBI (For 6 months from 13.04.2018)

Requirements from Branch :

1. Branches are expected to contact transport operators in their area, appraise them with the benefits of FASTag and try to make them ready to opt for SBI-FASTag. Leverage: we can also get lead through Petrol Pump a/c holders in the branch because they

mostly sell diesel to transporters on credit basis and have good say with them.2. Enter these leads on the Portal: h�ps://fastag.onlinesbi.com/BranchAdmin/Login Username is

SBI.bbbbb where 'bbbbb' is 5 digit branch code and Default Password is sbietc@123 (Password needs to be changed at the �me of first login). A�er entering lead, this will be tracked by LHO & Corporate Centre for on-boarding of operator. Branch is not required to do anything except to coordinate with agent and provide details of the customer on the portal. Data required to be entered in the portal is bare minimum :

Customer Details : (i) Account No of Fleet owner (Non-mandatory) (ii) Name of the Firm (Fleet operator) (Mandatory) (iii) Name of the Authorized Person ((Mandatory) (iv) Fleet owners mobile number & email Id ((Mandatory) (v) Number of vehicles on which TAG is required (vi) Vehicle type e.g. LCV, Mini Bus, Bus, Truck, Heavy vehicles like earth movers etc. (Mandatory) (vii) Region- North India to be men�oned (Mandatory) (viii) State : Men�on U�ar Pradesh (Mandatory) (ix) City (Mandatory) (x) Address (Mandatory)Branch Details: (xi) Branch Code, Circle, Contact person name, mobile no. & email id (This is auto populated and

Contact Person details are editable)

Escala�on Matrix :Customer care: 1800 11 0018

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BHIM-AADHAAR-SBI (BAS)(Touch and Pay)

What is BHIM-Aadhaar-SBI?BAS is an Aadhaar enabled payment acceptance solu�on enabling the SBI merchant to accept real �me payments directly to the Aadhaar linked savings/current account from customer of any Bank.

Pre-Requisites :· 4.2 or higher version android smart phone with internet connec�vity (2G/3G/4G) and OTG support

for connec�ng biometric device.

· Aadhar seeded bank account only for SB A/C

· PB 510 Finger Print Scanner (FPS) as supplied by CC

Documents required : (Forms available at �p://10.73.0.105/MAB/FORMS/BAS/)

· BAS Applica�on form

· T & C form

Registra�on Process :

· For Savings Bank Account Holder : Download BAS App and PB510 RD Service App from Play StoreEnter Aadhaar no. in Individual Merchant self registra�on TABAuthen�cate using Biometric deviceSelect Bank accountSet MPIN for comple�ng registra�onGo to profile Sec�onClick on Biometric Device Selec�onClick on Request for Scanner on Rent.

· For Current Account Holder : Go to Merchant Services in Kiosk Portal (CBS)Click on Merchant Crea�onCreate Merchant IDMerchant can now create Operator ID through Operator Management TAB in h�ps://kiosk.onlinesbi.com/admin/Admin.jsp using Merchant ID created at Branch level and password sent on registered mobile no. Download BAS App from Play Store and PB510 RD Service App from Play StoreClick on Individual merchant-Branch registra�onEnter Operator ID and set MPIN for comple�ng registra�on.

· Issuance/Authoriza�on of Device at Branch Level : Go to Rental Program in Kiosk Portal (CBS)Click on Allot device to merchant for issuing the device to a current account holder. For Savings Bank Account holder, go to Authorize Rental request under Rental Program TAB and authorize the request for 'scanner on rent' raised by the Merchant (Savings Bank A/c Holder).

Transac�on Process :· Open BAS App log in using MPIN Click on 'Accept Aadhaar Pay' iconEnter Consumer

Details Proceed for biometric authen�ca�on to complete the transac�on.

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Transac�on Limits :· Maximum amount per transac�on for both merchant and consumer : Rs. 2000

· Daily Limit : Rs. 5000 for consumer and Rs. 25000 for Merchant

· Monthly Limit : Rs. 20000 for consumer and Rs. 100000 for Merchant

Other Salient features :· No Monthly Rental (New devices distributed w.e.f. 01.09.2018)

· No MDR at present

· Transac�on history can be viewed in mobile App. Further, full transac�on reports can also be readily made available through email request

· Aadhaar number along with Aadhaar linked account is sufficient for the consumer.

Support Desk : Lodge a complaint through CMS. CMS-> Login-> Lodge a Complaint -> SBI

Aadhaar Pay

42

POINT OF SALE (PoS)

(Swipe and Pay)

SBI PoS

What is PoS?

PoS is a hassle-free and secure way to receive payments by merchants from their customers having debit/credit card. The merchant will be provided with PoS terminals.

Documents required : (Forms available at �p://10.73.0.105/MAB/FORMS/POS/)

· PoS Applica�on form

· Arrangement le�er

· Merchant Establishment Agreement le�er

· Annexure-H (for Oil and Gas Companies)

PoS can be mapped to the merchant's current account. Merchant can also open zero balance Power PoS current account subject to the maintenance of monthly average balance. Merchant can also opt for availing PoS facility in Savings account wherein the daily transac�on limit will be restricted to Rs. 5000.

PoS Applica�ons will be first processed through CRM and then the same will be reflected in MAB workflow viz. h�ps://mab-workflow.sbi.co.in a�er the lead is authorised by Branch Manager in CRM Portal. (CRM Manual is pasted in �p://10.73.0.105/MAB/CRM Manual)

Min Quarterly Transac�on Value Commitment Charges

Metro Rs. 45000 Rs. 650 + GSTUrban Rs. 30000 Rs. 500 + GSTSemi-urban Rs. 20000 Rs. 350 + GSTRural Rs. 15000 Rs. 250 + GST

Types of PoS Terminal :

Type Rent (PM) Security

PSTN Nil Nil

Desktop GPRS Rs. 220 + GST Rs. 200 + GST

Portable GPRS Rs. 400 + GST Rs. 400 + GST

Merchant Discount Rate (MDR) :

CATEGORY For Debit Cards (as a % Regular/ Premium Interna�onal of transac�on value) Credit Cards Cards

Small merchants (with turnover Not exceeding 0.40% + GST 1.90% + GST 2.50% + GSTupto Rs. 20 lakh during the (MDR cap of Rs. 200 per txn)previous FY)

Other Merchants (with turnover Not exceeding 0.90% + GST 1.90% + GST 2.50% + GSTabove Rs. 20 lakh during the (MDR cap of Rs. 1000 per txn)previous FY)

**GoI has issued instruc�ons not to charge MDR from the merchants up to and including the st

transac�on value of Rs. 2000/- �ll 31 Dec. 2019. (for Debit Cards / Bhim UPI/ Aadhaar Pay transac�on)

43

De-installa�on Charges :

If de-installa�on is done within 6 Months from the date of installa�on Rs. 500 + GST

If de-installa�on is done a�er 6 Months but before one year Rs. 150 + GST

If de-installa�on is done a�er 1 year Nil

Other Salient features :

· No installa�on charges

· Daily e-statement facility without any addi�onal charges

· Repairs, maintenance, supply of paper rolls etc. provided free of cost by the Bank

44

POS - COMPLAINTS ESCALATION MATRIXS.

No.ISSUE/PROBLEM HITACHI ATOS (Worldline) EZETAP (MPOS)

1. 1. FOR PAPER ROLL 2. TERMINAL NOT

WORKING(TO CALL LOG)

3. TO RECEIVE STATEMENTS

pos.fs@hitachi-payments.com

care.pos@hitachi-payments.com TOLL Free No - 1800 425 0727

Non Toll Free No - 1860425 0727

SMS : Type POS and send to 56677

awl-in.merchanthelpdesk@worldline.com

awl-in.acquiring@atos.net sbisupport

@worldline.com TOLL Free No - 1860 233 2332

Non Toll Free No - 022 4042 6060

SMS : Type HELP andsend to 56070

support@ezetap.com TOLL Free No - 1800 200 0313

Non Toll Free No - 08067678787

2. ALL ISSUES RELATED TO cm10.mab@sbi.co.in MAB WORKFLOW

3. INSTALLATION / agm.mab5@sbi.co.in DE-INSTALLATION / ACTIVATION / RENT RECOVERY / REJECTION / CHARGEBACK / COMPLAINTS / DATA PURIFICATION for POS / BQR / MOPAD ( ALL REQUEST PROCESSED THROUGH MAIL)

4. REVERSAL OF RENT / varsha.sbipspl@sbi.co.in COMMITMENT / ADAPTOR CHARGES

5. BATCH CLOSE - BACKEND madhura.sbipspl@sbi.co.in ( When it is not possible to do se�lement from the terminal and with proper transac�on copy)

6. 1. AMOUNT HOLD/ cmrisk.mab@sbi.co.in / risk.mab@sbi.co.in DISPUTE DUE TO SUSPICIOUS NATURE

2. MERCHANT ACCOUNT DEBITED

45

7. CHARGEBACK risk.mab@sbi.co.in COMPLAINTS

8. 1. CREDIT NOT RECD./ LESS CREDIT RECEIVED AFTER SETTLEMENT* 2. TO RELEASE CREDIT TO NEW ACCOUNT* ( The already exis�ng account of merchant was closed. Hence, the pending credit needs to be transferred to a new account number)

9. OIL AND GAS MERCHANT agmmab.lholuc@sbi.co.in (All complaints pertaining to it)

10. For addi�on/removal of agmmab.lholuc@sbi.co.in branch in workflow and Terminal Model change Request

11. ISSUES IN ON-BOARDING ramendra.ranjan@sbi.co.in / parwathy.gopan@sbi.co.in PROCESS IN BHIM-AADHAAR-SBI

12. All ISSUES RELATED TO devender.verma@sbi.co.in CRM CRM Help Desk 022-39367188/89/90/91

Go to "Complaints TAB" in MAB Workflow (h�ps://mab-workflow.sbi.co.in) Click on "Lodge a PoS Complaint". Enter MID and TID and click on "Verify". The Complainant will be redirected to a new screen where complainant's name, contact no. email id, category of complaint and brief details of the complaint are to be given and "Submit TAB" is to be clicked a�er entering CAPTCHA. The complainant will recieve an acknowledgment mail containing the Docket No. (The manual for lodging compalint through this mode is pasted in FTP://10.73.0.105/MAB/INFORMATION MANUAL/Le�er for web applica�ons for complaints.)

A). All the mails are to be sent directly to the above men�oned IDs only.

B). For installed Terminals, requests like Terminal Swap, Deinstalla�on, Limit Enhancement, Change in Address, etc are to be escalated strictly through workflow only.

C). All material related to POS, Bharat QR and Bhim Aadhaar SBI are available at FTP://10.73.0.105/MAB/INFORMATION MANUAL and all relevant forms are available at FTP://10.73.0.105/MAB/FORMS

IMPORTANT : THE ABOVE CONTACT DETAILS ARE FOR INTERNAL COMMUNICATION ONLY AND MUST NOT BE SHARED WITH MERCHANTS EXCEPT FOR POINT NO. 1

MOPADMul� Op�on Payment Acceptance Device

What is MOPAD?MOPAD stands for Mul� Op�on Payment Acceptance Device. It is a one stop payment acceptance solu�on for Merchants, provided by SBI on PoS terminals.

The modes of payment enabled on MOPAD to receive payments, are as under:a) Cards -Debit/Credit/Prepaid (Swipe and Pay)b) Bharat QR Version 4.0 (Scan & Pay): which enables acceptance of Bharat QR & UPI

Unique Selling Proposi�on :

· MOPAD provides a unified single device to merchants for acceptance of payments through various modes of payment viz. Cards, Bharat QR App & UPI App

· Merchant is not required to install mul�ple Apps on the mobile for accep�ng through different modes of payment.

· MOPAD generates charge slips for all modes of payments, thereby enabling the merchant to have a proof of payment.

· Facility of consolidated MIS. Merchants can simply login to the web-portal (h�ps://mp.hitachi-payments.com/frmLogin.aspx) and view/download the transac�on details and summary of the previous day's transac�ons. MIS is also emailed on the day following the day of transac�ons.

Registra�on Process :

· The process for on-boarding a merchant for MOPAD is same as in case of other PoS terminal.

Merchant Discount Rate :

S.No. Par�culars Card Rates

1 Debit/Credit Card Small Merchant: Debit Card- 0.40% + GST Other Merchant: Debit Card- 0.90% + GST Credit Card MDR: 1.90% + GST

2 Bharat QR -Debit Small Merchant: BQR Debit cards – 0.30% + GST Cards / Credit cards Other Merchant: BQR Debit cards – 0.80%* + GST Credit Card MDR: 1.90% + GST

3 UPI Transac�on up to Rs 2000- MDR 0.25% + GST Transac�on above Rs 2000- MDR 0.65% + GST

**GoI has issued instruc�ons not to charge MDR from the merchants up to and including the st

transac�on value of Rs. 2000/- �ll 31 Dec. 2019. (for Debit Cards / Bhim UPI/ Aadhaar Pay transac�on)

Escala�on Matrix : The escala�on matrix is same as that of PoS.

46

47

BHARAT QR(Scan and Pay)

What is Bharat QR?Bharat QR is a new, hassle free payment acceptance solu�on wherein the customer can make payment to the Merchant by scanning the QR code available at the counter

Unique Selling Proposi�on :· No Monthly Rental, commitment charges

· MDR charged for Bharat QR is 10 basis point lower than what is charged for PoS

· History of last 20 transac�on is available on Merchant's App

· Se�lement of transac�on is not required. Merchant gets the credit on T+1 basis

· Merchant has the op�on of genera�ng both sta�c QR code ( for fixed sale amount ) and dynamic QR code ( for different sale amount)

Documents required : (Forms available at �p://10.73.0.105/MAB/FORMS/BHARAT%20QR/)

· Bharat QR Applica�on form and KYC documents of the Merchant

· Arrangement le�er

· Merchant Establishment Agreement le�er ( Required only in case of new merchant)

Bharat QR Applica�ons will be first processed through CRM and then the same will be reflected in MAB workflow viz. h�ps://mab-workflow.sbi.co.in a�er the lead is authorised by Branch Manager in CRM portal. (CRM Manual is pasted in �p://10.73.0.105/MAB/CRM Manual)

Merchant Discount Rate (MDR) :

** GoI has issued instruc�ons not to charge MDR from the merchants up to and including the sttransac�on value of Rs. 2000/- �ll 31 Dec. 2019. (for Debit Cards / Bhim UPI/ Aadhaar Pay

transac�on)

All the Merchants availing the facility of Bharat QR will be assigned a unique Merchant ID and Terminal ID by TSP and based on MID, TID, Bharat QR ID, a QR code will be generated which will be sent to the Branch mail ID and Merchant mail ID. Branch has to ensure that the BQR code is pasted at the merchant establishment and “BHARAT QR MERCHANT-H” App is downloaded and two test transac�ons are conducted.

CATEGORY For Debit Cards (as a % of

transac�on value) Regular/ Premium Credit Cards

Interna�onal Cards

Small merchants (with turnover upto Rs. 20 lakh during the previous FY)

Not exceeding 0.30% + GST (MDR cap of Rs. 200 per txn)

1.90% + GST 2.50% + GST

Other Merchants (with turnover above Rs. 20 lakh during the previous FY)

Not exceeding 0.80% + GST (MDR cap of Rs. 1000 per txn)

1.90% + GST 2.50% + GST

48

Merchant needs to have the following to start using Bharat QR

· Smart phone (presently Android) with data connec�on

· Bharat QR merchant-H applica�on installed on Merchant's mobile phone

Customers who wish to pay by scanning the QR Code need the following

· Smart phone (presently Android) with data connec�on

· Bharat QR customer app viz. Anywhere personal for SBI (similar apps are available for different banks)

· Payment can be made through BHIM UPI App also

Support Desk : Lodge a complaint through CMS. CMS-> Login-> Lodge a Complaint -> m-visa

transac�on.

49

CASH PICKUPUSP :1. Deconges�on of Branches/ Availability of Cash/Generates sizable Float income for

Branches/Availability of Cross Selling opportuni�es/Penetra�ng the Market and winning new rela�onships/Increases s�ckiness of the client/Monitoring of clients' cash flows/Branches need not monitor Cash Pick Up Agencies/70% fee income for Transac�ng Branch on Collec�ons/10% fee income on Collec�ons for Home Branch.

2. Maximize value of funds through efficient Cash Management/ Cash Picked Up from different loca�ons may be pulled in one account/ Availability of Door Step Cash Pick up Services across the Country/Efficient single point complaint redressal mechanism through centralized client services/Flexibility about �me & frequency/No manpower required for Cash deposi�on at Bank.

Target Group : There are huge numbers of NBG customers like traders, Jewellers, Restaurants,

Commodity Merchants, Garment Shops, Super Markets, Hospitals, Nursing Homes, Petrol Pumps, Gas Agencies, and Trusts etc. who may avail this product.

Pre-requisites : Exis�ng rela�onship with our bank

Registra�on Process :Client : Ini�al Mee�ng :

· Understand business model of client and suggest CMP products accordingly

· Help client understand CMP products

· Find out financial details of client (turnover, credit rela�onship etc.) and poten�al business for CMP before pricing discussion

Client : Pricing Nego�a�on

· Be well versed with the updated CMP card rates

· Take appropriate feedback and/or approval from competent authority before making pricing commitments for concessions, pass backs etc.

Client : Ac�va�on :

· Obtain final executed legal documents, Board resolu�on and offer le�er.

· Generate client code for every product availed

· Share Escala�on Matrix with client for resolu�on of their post sales service issues

Features :Cash Pick up Scheme: A daily ac�vity where cash is picked up from the doorstep of the customer by cash pick up agency custodians and deposited in the designated SBI branch at the centralized account of the customer.

· En�re Circle subject to feasibility report.· All the Cash picked up under the Scheme will be deposited at SCAB· The �ming for accep�ng the Cash at SCAB, is to be extended upto 6 p.m. for this purpose

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Availability of Funds to Customer :· Cash collected from the Customers' doorstep will be credited into the account on the same day· However, the Customers shall be able to u�lize the funds only on the next working day, i.e.on a T+1

basis.

Cash Pick Up op�on :· Daily Basis · Per Call Basis

Vendor Management :· Will be handled by Client Services Team of CMPOC, Hyderabad.· A separate Agreement covering specific T&C of the Scheme being executed with the Cash Pick up

Agencies.· A day before actual cash pick-up and deposi�on, dry run is conducted by the pick-up agency both at

the pick-up point and the designated SBI branch. · The custodian explains the en�re process flow to the store manager/company official and the

branch CMP/Cash officer.· Pick-up custodian introduces himself during dry run and provides authen�ca�on le�er, ID-card copy

and his contact details to the Store person in order to ensure mutual security comfort.· Deposit slips and HCIN slips are replenished at client's loca�on

CASH PICKUP CARD RATES

Cash Pick Up Slab Card Rates (Revised Rates w.e.f 01.08.2017)

Up to Rs. 4 lakhs Rs. 1.50/1000 + GST + Agency Charges at Actuals.

Rs. 4 lakhs to Rs. 10 lakhs Rs. 1.25/1000 + GST + Agency Charges at Actuals.

Rs. 10 Lac and above Rs. 1.00/1000 + GST + Agency Charges at Actuals.

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e-PaymentUSP :Under Electronic Payments, we offer the following products -· DCR (Direct Credit within SBI)· RTGS (for credit to other Bank accounts for amounts > Rs.2 lacs)· NEFT (for credit to other Bank accounts for amounts of any value. This is a scheduled process that

takes place in different slots spread throughout the day. Cut-off �me 6:10 P.M to 7:00 P.M.)

Target Group : There are huge numbers of NBG customers like Service Providers, Traders, Jewellers, Restaurants, Commodity Merchants, Super Markets, Hospitals, Schools, Nursing Homes, and Trusts etc who may avail this product for payment to their vendors, distributors & salaries of their employees.

Pre-requisites : The client should have an exis�ng rela�onship with our bank

Process Flow :· The client has to provide the payment instruc�ons in a mutually agreed electronic file format.· The file can be either in .txt (i.e. delimited text file) or .xls (i.e., MS-EXCEL format)· The file is processed by the opera�ons team and the status from CBS is uploaded to the portal for

viewing by the client.· MIS (we call it reverse file) is provided to the customer. · The client gives the payment instruc�ons file (we call input data file) through the portal.· CMP has a portal hosted on Internet at the URL h�ps://newcmp.onlinesbi.com· There are four ways in which CMP accepts the clients' data file at the portal.

· Portal Direct upload · Maker, Checker and Releaser

· Maker & Checker · H2H

· The client is given a User ID & Password for the CMP Portal.· Client logs – in to the portal with the above creden�als and then uploads their data file.· No further authen�ca�on is done. Portal simply accepts the file, validates for the file structure and if

found correct, it is automa�cally sent to opera�ons for processing.· Such type of upload is normally preferred by small companies not having separate IT department.

**M I S (or REVERSE FILE) :· The crucial part of CMP services is providing MIS to the client.· MIS provides the status of the transac�ons sent by the client.· For direct upload clients, the MIS is sent to the designated e-mail address. The MIS consists of the

original file given by the client plus four addi�onal fields viz., 1. Date of processing 2. Status of the transac�on (Success / Failure) 3. UTR Number 4. Reject reason (in case the transac�on failed) · Reverse MIS file will be available on CMP Portal· The file / transac�ons process status is updated at the portal. Client has to visit the portal to

ascertain the status.

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· A view of the file, however, is provided which can be downloaded from the portal.· This view, at present, is available only for a day. Efforts are being made to make the MIS data of last

one month to be available for download by the client.· Apart from the above, payment advices in mutually agreed formats are being sent directly to the

recipients e-mail addresses once the payment transac�ons are successful.

FILE MAKER & CHECKER TYPE UPLOAD :· Client iden�fies some users as Makers and some users as Checkers and advises to us.· The role of Maker is only to upload the data file to the portal as in the previous case.· Checker has to then log-in to the portal and authorize the payment instruc�ons in the uploaded file.· Different checkers have different authoriza�on limits / different accounts for authoriza�on.· Valida�on against a given dealer / vendor list is also possible if the customer needs so.· The authoriza�on cane be done by the authorisers in two ways o Total File authoriza�on o Individual transac�on authoriza�on.· Once authorized, the transac�ons are automa�cally sent to opera�ons for processing.· The next type of file upload – Maker, Checker and Releaser, is similar to the above, the difference

being, even a�er authoriza�on the file is not sent for processing. Addi�onally 'Releaser' has to release the file then only it will be processed.

· No user is allowed for more than one role.

Transac�on Charges :

Product Type Rate

RTGS Rs. 10/- per transac�on

NEFT Rs. 5/- per transac�on

Direct Credit to SBI Accounts Rs. 2/- per transac�on

Complaint Matrix : All queries are to be marked to agmtb.lholuc@sbi.co.in

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USP : SMS or Missed Call banking, without use of Internet

Target Group : For all State Bank account holders

Pre-requisites :1. Mobile No. should be registered in the bank account2. For dual SIM phones, the default SIM/No. for sending SMS should be the registered mobile number

Features :These services are available directly by sending SMS or by downloading the SBI Quick App.

Services Op�ons available through App Structured SMS Op�on*

Account Services

Registra�on SMS ‘REG<space>Account Number’

to 09223488888

Balance enquiry SMS ‘BAL’ to 09223766666

Mini-statement SMS ‘MSTMT’ to 09223866666

6 month e-statement

SMS ‘ESTMT <space> <Account Number> <space>

<Code>’ to

09223588888

Educa�on loan interest

e-

certificate SMS

‘ELI <space> <Account Number> <space> <Code>’

to 09223588888

Home loan interest e-

certificate SMS

‘HLI <space> <Account Number> <space> <Code>’

to 09223588888

Deregister

SMS

‘DREG’ to 09223488888

ATM cum debit card

ATM card blocking

SMS

‘BLOCK<space>XXXX’ to 567676

ATM card switch on-off

SMS ‘SWON/SWOFF

ATM/POS/ECOM/INTL/DOM

<space> XXXX’ to 09223966666

Generate Green PIN

SMS ‘PIN<space>XXXX<space>YYYY’ to 567676

Product info

Car loan features

SMS ‘CAR’ to

09223588888

Home loan features

SMS ‘HOME’ to

09223588888

PM social security schemes

Pradhan Mantri Suraksha BimaYojana (PMSBY)

As there are more than 3 data items to be provided, it is advisable that this service be availed through the SBI Quick App only.

Pradhan Mantri Jeevan Jyo� BimaYojana (PMJJBY)

*Simply send SMS in the given format to avail the service

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Note :1. <Code> is any 4 digit number of your choice which will be used to encrypt the PDF a�achment sent

to your registered email address2. XXXX represents last 4 digits of the ATM/debit card number3. YYYY represents last 4 digits of the account number4. For ATM/debit card rela�on op�ons: a. SWON/SWOFF – Switch ON/OFF (Turn the service ON or OFF) b. ATM – Usage on ATM machines c. POS – Usage on PoS machines d. ECOM – Usage for e-Commerce transac�ons (online transac�ons) e. INTL – Interna�onal Usage (Outside India) f. DOM – Domes�c Usage (Within India only)

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1. OTP genera�on App for INB/ Anywhere users2. Works in both online and offline modes3. OTP generated even in the absence of Wi-Fi, mobile network or SIM card (App is handset specific)4. OTP generated instantly without any wai�ng �me5. Customer can revert to Normal OTP genera�on mode (through SMS) by logging in to

www.onlinesbi.com with INB creden�als and naviga�ng to Profile High Security Op�ons

1. Voucher can be created digitally by the customer using SBI Digi Voucher App for: a. cash/cheque deposit in savings and/or loan accounts b. NEFT/RTGS c. Demand dra� request2. The customer can directly visit branch with reference number, to complete the transac�on3. Saves �me4. Green ini�a�ve

secure OTP

1. Generate e-Token using No Queue App before visi�ng any branch. Nearest CEEP-enabled/listed branch can be selected.

2. Get real �me alerts conveying es�mated wai�ng �me and number of customers ahead in queue3. Avoid wai�ng �me4. Select up to 5 services per token

1. SBI customers can transfer funds real �me through www.onlinesbi.com or SBI Anywhere, using only mobile no. or email-ID of beneficiary

2. Beneficiary can claim funds through mCash link available on www.onlinesbi.com3. Beneficiary can have account at any Bank4. Beneficiary registra�on not required for fund transfer5. Transac�on Limits : a. 1,101/- per transac�on b. 2,202/- per day c. 5,101/- per month

56

STATE BANK OF INDIADIGITAL & TRANSACTION BANKING DEPARTMENT

LOCAL HEAD OFFICE, LUCKNOW7th Floor, Moti Mahal Marg, Hazratganj, Lucknow-226001

Sl. NAME DESIGNATION Contact No. Landline No. Dep�. E-Mail ID

STD : 0522

01. Shailendra Kumar Porwal DGM (D & TB) 9628842444 2295401 dgmdb.lholuc@sbi.co.in

Digital & e-Commerce

01. Ravi Mishra AGM (Digital) 7607770194 2295287 agmacp.lholuc@sbi.co.in

02. Rajneesh Kr. Sharma CM (NW-I) 9792575999 2295155 agmacp.lholuc@sbi.co.in

03. Lekh Raj Kori CM (NW-II) 9455519566 2295155 agmacp.lholuc@sbi.co.in

04. Madhumita Sarkar CM (NW-III) 7017854599 2295483 agmacp.lholuc@sbi.co.in

05. Ram Nath Rastogi CM (Systems) 9721183666 2295484 digital.lholuc@sbi.co.in

06. Manish Kumar Manager (Sys) 9022612815 2295164 agmacp.lholuc@sbi.co.in

07. Rajendra Pratap Manager (Sys) 8874439555 2295164 inb.lucknow@sbi.co.in

08. Roshan Lal Pareta Dy. Mgr. (Sys) 9161665111 2295164 inb.lucknow@sbi.co.in

09. Mudita P. Dwivedi Dy. Manager 9794200333 2295483 agmacp.lholuc@sbi.co.in

10. Pooja Jha Assistant 8178814316 2295484 inb.lucknow@sbi.co.in

Merchant Acquiring Business

01. Ashutosh Srivastava AGM MAB (NW-I) 7738069157 2295403 agmmab.lholuc@sbi.co.in

02. Alok Kr. Garg AGM MAB (NW-II) 8299035502 2295403 agmmab2.lholuc@sbi.co.in

03. Prajna Subrat AGM MAB (NW-III) 9989027365 2295403 agmmab3.lholuc@sbi.co.in

04. Sneha Paul Dy. Manager (D.O.) 9628757222 2295165 agmmab.lholuc@sbi.co.in

05. Vivek Chaudhary Dy. Manager (D.O.) 7080677930 2295165 agmmab.lholuc@sbi.co.in

Project Lotus

01. Sonal Purohit AGM 9554180906 2295449 agmlotus.lholuc@sbi.co.in

02. Naresh Kumar Chief Manager 9729872172 2295249 cmlotus.lholuc@sbi.co.in

03. Sumit Kumar Chief Manager 8874203807 2295451 sumit.kumar@sbi.co.in

04. Praveen Srivastava Manager 9991871051 2295451 praveen_srivastava@sbi.co.in

05. Pankaj Kumar Rastogi Manager 8795830044 2295451 pankaj.rastogi5@sbi.co.in

Transac�on Banking Unit

01. Ganesh Kumar AGM (TBU) 7571009855 2295476 agmtb.lholuc@sbi.co.in

02. Akash Singh Manag. Trainee 9532501721 2295476 agmtb.lholuc@sbi.co.in

03. Utkarsh Singh Manag. Trainee 7704895565 2295476 agmtb.lholuc@sbi.co.in

Government Business Unit

01. Ramesh Kr. Singh AGM (GAD) 8126958111 2295452 agmgad.lholuc@sbi.co.in

02. Neel Kant Tiwari Chief Manager 8400686618 2295465 agmgad.lholuc@sbi.co.in

03. Shiv Kumar Gupta Chief Manager (Sys.) 8004922946 2295279 agmgad.lholuc@sbi.co.in

04. Ramji Trigunait Manager 9918837906 2295466 agmgad.lholuc@sbi.co.in

05. A. P. Srivastava Manager 7408410347 2295279 agmgad.lholuc@sbi.co.in

06. R. K. Shukla Special Ass�. 9450465915 2295279 agmgad.lholuc@sbi.co.in