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Disputes Ma

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nt sh

Nationa(NPSB)

Table1 In

1.1

1.2

1.3

1.4

1.5

1.6

1.7

2 Ty

2.1

2.2

2.

2.

2.

2.

2.3

2.4

2.

2.

2.

2.

3 A

3.1

3.2

3.3

al Payment Sw)

e of Contenntroduction ....

Prologue

Copy Req

Minimum

Minimum

Fulfillmen

Process L

Designate

ypes of Dispu

Claims: ..

Domestic

.2.1 Claims

.2.2 Fraudu

.2.3 Claims

.2.4 Dispute

Issuer Fra

Acquirer

.4.1 Arbitra

.4.2 Charge

.4.3 Re-pre

.4.4 Fees an

Appendix 1: NP

Chargeba

Re-presen

Second C

itch Banglades

nt ....................

....................

quest ............

m Data Requir

m Data Requir

nt .................

Limitations ...

ed Officers ...

utes ...............

....................

transactions

s raised by an

ulent transact

s raised by an

es handling p

aud Reportin

Urgent Inves

ation process

eback Docum

sentment Doc

nd charges ....

PSB Reason C

ack Reason C

ntment Reaso

hargeback R

sh

.....................

.....................

.....................

rements for P

rements for A

.....................

.....................

.....................

.....................

.....................

Disputes ......

n Issuer bank .

tions: ............

n Acquirer ba

process ...........

ng: .................

stigation Requ

& Timefram

mentation: ......

cumentation:

.....................

Codes .............

Codes for ATM

on Codes for A

Reason Codes

.....................

.....................

.....................

POS ..............

ATM Journal

.....................

.....................

.....................

.....................

.....................

.....................

.....................

.....................

ank ................

.....................

.....................

uest (UIR) ....

mes .................

.....................

: ....................

.....................

.....................

M: ................

ATM: ...........

for ATM: ....

Oper

.....................

.....................

.....................

.....................

l Requests ....

.....................

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.....................

.....................

rating Rules & Dispute Manag

....................

....................

....................

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User Manual:gement Rules

of 37

................... 4

................... 4

................... 6

................... 6

................... 6

................... 7

................... 9

................. 10

................. 11

................. 11

................. 11

................. 11

................. 11

................. 11

................. 12

................. 13

................. 13

................. 13

................. 14

................. 15

................. 15

................. 16

................. 16

................. 21

................. 22

4

4

6

6

6

7

9

0

1

1

1

1

1

1

2

3

3

3

4

5

5

6

6

1

2

Nationa(NPSB)

3.4

3.5

3.6

TablFigu

Figu

al Payment Sw)

Chargeba

Re-presen

Second C

le of Flowure 1 - Basic D

ure 2 - Basic R

itch Banglades

ack Reason C

ntment Reaso

hargeback R

w DiagramDispute Man

Retrieval Req

sh

Codes for POS

on Codes for P

Reason Codes

ms nagement Cyc

quest Cycle ...

S: ..................

POS: ............

for POS: ......

cle .................

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Oper

.....................

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of 37

................. 27

................. 32

................. 33

................... 5

................... 8

7

2

3

5

8

Nationa(NPSB)

1 In

1.1

b

N

N

al Payment Sw)

ntroduction

Prologue

Disputes maspecific tranbank will inappropriate p

The objectivthe need for resolve dispu

The settlemeadjustments.NPSB will sand view cor

The NPSB Dinterface thatto view copy

NPSB will collections Management

itch Banglades

ay arise as a nsaction or nnitiate a dispuproving docu

ve of dispute an adjustme

utes, errors an

ent team at These adjusstore dispute rresponding d

Disputes Tet has access

y requests, ch

be responsand arbitratt Rules may b

sh

result of thenot receivingute process b

uments.

resolution ment as a resulnd other issue

NPSB will hstments couldetails and

dispute detail

am at Banglto the NPSB

hargebacks, re

sible for mtion requestsbe modified

e cardholder the service/

by submitting

mechanism islt of a claim.es as quickly

handle dispuld be the resNPSB staff ls at the requ

ladesh BankB database ane-presentmen

monitoring ds. It is alswith market

Oper

claiming th/goods as agg a claim fo

s to determin All member

y as possible.

utes and anysult of a dispmay performest of NPSB

k will be prond through wnts and secon

dispute timefso mentionapractice.


at they did ngreed. An Isor dispute, at

ne, as quicklyrs shall fully

y resulting Mpute or for om inquires on

Member ban

ovided acceswhich they hand chargeback

frames, fulfable here th


of 37

not execute asuer membettached to the

y as possibley cooperate to

Member Bankother reasonsn transactionnks.

s to the useave the abilityks..

fillments, feehat, Dispute

a er e

e, o

k s. s

er y

e s

Nationa(NPSB)

al Payment Sw)

The figure b

itch Banglades

below illustr

Figure 1

sh

rates a dispu

1 - Basic Dis

te managem

spute Mana

Oper

ment process

agement Cy


:

ycle


of 37

Nationa(NPSB)

1.2

1.3

1.4

al Payment Sw)

Copy Reques

When the IssRetrieval ReAcquirer forsufficient detthe Documena Retrieval R

Req

Tra

Car

Fra

AT

Minimum Da

Each Copy R

Au

Car

Tra

Tra

Me

Tra

Ter

Minimum Da

Car

Tra

Ter

itch Banglades

st

suer requiresequest Notifir Fulfillmenttails of the Tnt Type bein

Request are:

quest for cop

avel & Entert

rdholder requ

aud analysis r

TM Journal R

ata Requirem

Retrieval Req

uthorization/A

rd Number (M

ansaction amo

ansaction Dat

erchant Name

ansaction Ide

rminal ID

ata Requirem

rd Number (M

ansaction Dat

rminal ID

sh

s a copy of thication messat. The Retrie

Transaction tong requested.

py bearing sig

tainment (T&

uest due to di

request

Request

ments for POS

quest must co

Approval Cod

Masking)

ount with cur

te of original

e and Addres

ntifier, if pre

ments for ATM

Masked)

te and time

he ROC or otage to the Neval Request

o allow the AThe most co

gnature

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ispute

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ontain at least

de

rrency

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ss

esent in the or

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ther documenNPSB, whicht Notificatio

Acquirer to ideommon reaso

nt request

t the followin

t

riginal Presen

equests


ntation, the Ih then passeson message mentify it and

ons for an Iss

ng data:

ntment


of 37

Issuer sends as it on to themust providemust indicate

suer to initiate

a e e e e

Nationa(NPSB)

1.5

p

al Payment Sw)

Ap

STA

Tra

Com

AT

Fulfillment

Fulfillment iof the Issuer'

When proviprovides pro

itch Banglades

proval Code

AN Value

ansaction Am

mments (Cas

TM Journal L

is the transfe's Retrieval R

iding documof of delivery

sh

mount with cu

sh Retracted

Log (For ATM

r of DocumeRequest.

mentation to y.

urrency

or Received)

M Journal Re

entation from

a participan

Oper

)

equest)

m the Acquire

nt, it must b


er to the Issu

be sent in a


of 37

uer in suppor

manner tha

rt

at

Nationa(NPSB)

Basic

al Payment Sw)

Retrieval Re

itch Banglades

equest & Fu

Figure

sh

ulfillment Pr

e 2 - Basic R

rocess:

Retrieval Re

Oper

equest Cycl


e


of 37

National Pa(NPSB)

1.6 Pro

ThetimdatNP

Item Dis

1 Cardiniti

2 Cop

3

Issuaccerejeccusto

4 Issufirst

5 Acqclaimre-pr

6

Issuclaimsecochar

7 Acqfor a

8 Arbicom

Chbe

ayment Switch

ocess Limitati

e submissionme and amounte the disputePSB; and on r

spute Action

dholder ates claim

y Request

er’s eptance or ction of omer's claimer initiates chargeback

quirer acceptsm or initiatesresentment er accepts m or initiatesond rgeback

quirer appliesarbitration

itration mpleted

hargeback clarejected and

Bangladesh

ions

n of claims annts as showne was entereresponse coun

n Timeli

calenday

60

10

m 25

k s s 30

s 20

s 15

20

18

T

aims submittesubject to fee

nd tracing reqn in Table 1. Ted into the ceunted from the

ine in ndar ys

0 Fromproctran

0 FromCardclaim

5

FromAcqresprequ

0 Fromcharrece

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0 Fromacquarbi

0 Maxassuallow

Table 1 - Dis

ed or respondes as set out i

quests shall bThe time limentral Dispute date of rece

Timed fro

m the time Ncessed the

nsaction m the time dholder initim

m the time quiring Bankponses on theuest.

m the time thrgeback requeived

m the time thsentment req received

m the time thond chargebaeived m the time thuirer appliestration

ximum numbuming that alwed.

spute Timef

ded to after tin the NPSB

OperatinDisp

be subject to mits on claim tes Managemeiving the req

om

NPSB Acc

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k e copy

Cinfr

Tth

he first uest was T

th

he re-quest T

th

he ack was

he s for

ber of days tll the steps ta

frames

the dates showFees and Ch

ng Rules & Usepute Managem

the followinsubmissions

ment System quest or the c

N

Allowing forcycles plus a cushion.

Claim maybencorrect or d

fraudulent, fo

This time perhe days alloc



the entire proake the max

wn in the tabharges regulat

er Manual: ment Rules

of 3

ng limitation s start from th

(DMS) at thclaim.

Notes

r 2 statementfew days'

e proceduralldeemed or example.

riod includescated to step



ocess can takximum time

ble above mations.

37

in he he

t

ly

s p 2.

s p 4.

s p 5.

ke,

ay

National Pa(NPSB)

1.7 Des

Eacconbe tele

ayment Switch

signated Offic

ch Member ntact for NPSappointed. Eephone numb

Bangladesh

cers

Bank shouldSB staff handEach bank is rbers and Ema

d nominate adling Disputerequired to wail addresses

an Officer oes. In additionwrite an officiof the nomin

OperatinDisp

of the bank tn at least oneial letter to N

nated Officers

ng Rules & Usepute Managem

to act as prime secondary O

NPSB to specs.

er Manual: ment Rules

of 3

mary point oOfficer shou

cify the name

37

of uld es,

Nationa(NPSB)

2 Ty

2.1

2.2

2.2.1

2.2.2

2.2.3

b

al Payment Sw)

Types of Disp

Claims:

Types of rais

Cardhocustomclaims

Merchaits custresponsNPSB

Domestic tran

Domestic trtransaction d

Claims rais

A Bank assManagement

Fraudulent

Issuer disputtakes place invalidation offails to identi

Claims rais

In case of dicase of an erbe adopted wwaiting for th

If there is anwith immedi

itch Banglades

putes

sed claims ar

older with Ismers will be

raised by the

ant with the Atomers (mercsibility of eacis not part of

nsactions Disp

ransaction ddone over a d

sed by an Iss

igned admint System (DM

t transaction

te rights exisn a non-EMVf the transacify the transa

sed by an Ac

iscrepancies rror in dispenwhere the Ache Issuer ban

ny error/dupiate effect. Th

sh

re:

suer bank. Mthe sole resp

e cardholder.

Acquirer banchants, incluch member bf that type of

putes

disputes are domestic term

suer bank

nistrator will MS).

ns:

st where a frV compliant dtion) and wh

action as a “F

cquirer bank

discovered dnsing the cascquirer bank nk to raise a c

plicate file prhe Issuer sho

Managing theponsibility oNPSB is not

nk. Managinguding Governbank to resolclaims resolu

concerned minal by using

l record the

fraudulent tradevice (evenhere the asso

Fallback Tran

k

during the dash to the cardshall refund

claim.

rocessing, thould not need

Oper

e relationshipof each memt part of that t

g the relationnment Deparlve any claimution.

with the clg a domestica

claim in the

ansaction on n where there ociated authonsaction”.

aily terminal dholder - a gothe amount t

he Acquirer sto raise a Cla


Pa

p between a mber bank totype of claim

nship betweertments) wil

ms raised by t

laims that aally issued ca

e Issuer Ban

an EMV-coappears to b

orization requ

reconciliatioood faith appto the Issuer

should proacaim on Good


ge 11 of 37

bank and ito resolve any

ms resolution.

en a bank andll be the solethe merchant

arise from aard.

nk’s Dispute

ompliant cardbe correct PINuest message

on process, inproach shouldbank withou

ctively rectifyd Faith basis.

s y

d e t.

a

s

d N e

n d

ut

y

Nationa(NPSB)

2.2.4

V

al Payment Sw)

Disputes ha

Issuing Babusiness da

I. Card

II. Therejec

III. In castaff shou

IV. All tEODbank

V. The the cstaff along

VI. All tafter bank

VII. The chargtransshouParticharg

VIII. All tafter acqu

IX. The invesissue

In case of a where the acany other ap

itch Banglades

andling proc

ank should raay of actual tr

dholder raises

issuing bankcts the claim.

ase of a validf at the issuinuld be uploade

the chargebaD is done by ks and credite

acquiring bacase. In case f at the acquig with the ap

the re-presenEOD is don

ks and credite

issuing bankgeback will saction detailuld be uploaicular care shgeback to be

the second chEOD is do

uiring banks a

acquiring bstigating the e to NPSB by

dispute on acquiring bankplicable valid

sh

cess

aise chargebransaction.

s a claim to h

k investigate

d claim, a chang bank. Fued to the NPS

ack claims inthe NPSB a

ed to the issui

ank receives of refusal, a

iring bank. Appropriate rep

ntment requesne by the NPSed to acquirin

k receives thebe initiated s and all requaded to thehould be takrejected.

hargeback clone by the and credited t

bank receivecase. In cas

y initiating arb

an ATM/POSk fails to pred written evi

back on the

his issuing ban

es the cardh

argeback requull transactionSB Disputes

nitiated by thand accordining banks.

the chargebre-presentm

All the suppoplies provided

sts initiated bSB and accorng banks.

e re-presentmby the desig

uired documee NPSB Diken to addres

laims initiateNPSB and to the issuing

es the seconse of refusal,rbitration.

S/Kiosk or anesent the phyidence (due t

Oper

following w

nk.

older’s claim

uest is to be in details andManagemen

he issuing bangly funds ar

ack claim anment will be inorting documd by the acqu

by the acquirrdingly funds

ment claim. Ingnated staff ents supportispute Manass any issues

ed by the issuaccordingly

g banks.

nd chargeba, the acquirin

ny other chanysical or electo any reason


P

working day

m and either

initiated by thd all require

nt System (DM

anks will bere debited fro

nd will start nitiated by th

ments should uiring bank.

ring banks ws are debited

n case of refuat the issuin

ing the seconagement Syss that caused

uing banks wfunds are d

ack claim anng bank will

nnel of NPSctronic journan), the acquir


of 37

of settlemen

r proceeds o

he designateded documentMS).

e settled afteom acquiring

investigatinghe designatedbe presented

will be settledd from issuing

usal, a secondng bank. Fulnd chargebackstem (DMS)d the origina

will be settleddebited from

nd will starl escalate the

B transactional / receipt oring bank wil

nt

or

d ts

er g

g d d

d g

d ll k ). al

d m

rt e

n or ll

Nationa(NPSB)

b

2.3

Nu

2.4

N

2.4.1

al Payment Sw)

be charged arefer to the N

Issuer Fraud

Issuers mustreporting muFraud Type Cidentified anoccurrence iactivity musNPSB Fraudunder new co

Acquirer Urg

Participants cvia the NPSNetwork ParRNP), via Nthe legitimacappropriate awithin sevenalways requiwithin a sevAcquirer muOption)

Arbitration

The arbitratiresolve the rarbitration pr

Cas

NPbe a

Therefe

Arbthe

itch Banglades

a penalty feeNPSB Fees an

d Reporting:

t report all oust occur by tCodes used tnd reported,is erroneous t be resubmi

d Repository odes. (Future

gent Investiga

can communSB Online Urticipant - FN

NPSB Online cy of a Transaction based

nty-two (72) hired. An Acqventy-two (7ust check the

n process & T

ion process wraised claimrocess will be

se is raised by

PSB has the fuable to fairly

e party that loer to Fees and

bitration WitArbitration.

sh

e for failing tnd Charges ru

of their confirthe next Busito classify fra, further invor of a diff

itted using thwill accept r

e Option)

ation Request

nicate urgent Urgent InvestNP) may cont

with an Urgsaction. Whe

d on the conthours of the rquirer, who f72) hour perUIR queue o

Timeframes

will start wh, at which the as follows:

y the Acquir

full authority y judge the rai

oses the arbitd Charges ru

thdrawal Pro

to provide thrule book).

rmed fraud ainess Day aftaud activity.

nvestigation ferent fraud he revised frrevisions of

t (UIR)

fraud-relatedtigation Requtact the Acqu

gent Investigaen an Acquirtent of the Ureceipt of thefails to resporiod, will be on a daily bas

henever both he issue is r

er to NPSB f

to request anised case

tration case wule book)

cedures/time

Oper

he applicable

activity to Nter the verificIf after the indetermines activity type

raud activity previously re

d transaction uest (UIR) suirer (Receivation Requestrer is the RNUIR and respe UIR. Respoond to any U

considered sis to ensure a

parties (Issuraised with N

for judgemen

ny required d

will bear the a

eframe - 5 to


P

e written evid

NPSB. Such fcation of the fnitial fraud acthat the Tr

e, the previoutype code or

eported fraud

information system. An Iving Networkt (UIR) for v

NP on a UIRpond to the onse via the UUIR initiated

as valid traa timely resp

uer & AcquiNPSB to adj

nt

documents or

arbitration ch

o 10 days aft


of 37

dence (Please

fraud activityfraud activityctivity type iransaction ously reportedr record. Thed transaction

to each otheIssuer (Filingk Participant verification o, it must takeIssuer (FNP

UIR system iby an Issue

ansaction. Anponse. (Future

irer) failed tojudicate. The

r evidences to

harges (Please

ter submitting

e

y y. s

or d e s

er g -

of e

P) s

er n e

o e

o

e

g

Nationa(NPSB)

2.4.2

al Payment Sw)

Chargebac

The issuing documentatio

CoptranCod

Car

Tra

Tra

Tra

Me

An

Acq

Tra

Me

ApRet

Pre

AR

Issu

Acq

Ter

Ap

Att

AllPD

itch Banglades

ck Document

bank must on for each tr

py of a signnsaction statide.

rdholder Acc

ansaction date

ansaction Ref

ansaction amo

erchant name

ny other docu

quirer Refere

ansaction Dat

erchant Categ

plicable Rettrieval Reque

esentment Da

RN

uer Member

quirer Memb

rminal Numb

proval Code

tachment

l supporting DF. Documen

sh

tation:

provide theransaction:

ned cardholding the reason

count Numbe

e and time.

ference Retri

ount with cur

e or ATM/Kio

umentation th

ence Number

te of original

gory Code

trieval Request

ate

ID

ber ID

ber/ID

documentatintation must n

e acquiring b

der form den for chargeb

er or PAN.

ieval Number

rrency

osk acquiring

hat may suppo

r

l Presentment

uest reason

ion must be not be sent in

Oper

bank with th

enying execuback as well

r.

g bank name,

ort the charge

t

code from

sent in a sen editable form


P

he following

uting the subas the approp

, code and its

eback case

the Transac

ecure file fomat.


of 37

g chargeback

bject claimedpriate Reason

s location

ction Receip

rmat such a

k

d n

pt

as

Nationa(NPSB)

2.4.3

2.4.4

al Payment Sw)

Tra

Ter

AT

Re-present

The Acquiridocumentatio

DoJou

ThedocDo

Fees and ch

For the applithe NPSB “F

itch Banglades

ansaction Ide

rminal indica

TM Journal R

tment Docum

ing bank muon:

cumentation urnal, Transac

e re-presentmcumentation cumentation

harges

ied fees and Fees and Cha

sh

ntifier, if pre

ator, if presen

Role (For ATM

mentation:

ust provide th

to support tction receipt…

ment amountmust be

must not be

charges amoarges” rule bo

esent in the or

nt in the origi

M Journal Re

he issuer ban

the chargebac…etc.

t field must sent in a sent in editab

ount for raiseook.

Oper

riginal Presen

nal Presentm

equest)

nk with the

ck refusal su

contain samsecure file

ble format.

ed claims or a


P

ntment

ment

following re

uch as the AT

me amount Aformat suc

arbitration, p


of 37

e-presentmen

TM or Kiosk

All supportingch as PDF

please refer to

nt

k

g F.

o

Nationa(NPSB)

3 A

3.1

Co

21

21

21

21

21

21

21

al Payment Sw)

Appendix 1: N

Chargeback

ode

11 Alter

12 Canc

13 Canc

14 Card

15 Cardfinali

16 Cardtelep

17 Card

itch Banglades

NPSB Reaso

Reason Code

Reason for

red amount

celled pre-aut

celled recurrin

d not yet effec

dholder deniized

dholder dispuphone transac

dholder dispu

sh

on Codes

es for ATM:

r a chargeba

thorized trans

ng transactio

ctive

ies transacti

utes card action

utes transactio

ack

saction

on

on was

activated

on date

Oper

D

Transaction amount agre

Cardholder wauthorized cancellation Transaction preauthorize

Cardholder Recurring cancellation

Transaction card that wathe transactio

Cardholder did not recelocation agrebank by the a

Cardholder ccharged muacquiring baone valid tran

Cardholder iTransactionthe statemen


P

Description

was altered ed upon.

was charged Transaction

notificatiamount is nd range.

was chargeTransaction notification.

was completas not effection.

or authorizeive the servieed with the agreed date.

claims they hultiple timesank when thensaction.

is not recogndate as men

nt.


of 37

from the

for a Pre-n despite ion, or not within

ed for a despite

ted with a ive during

ed person ices at the acquiring

have been s by the ere is only

nizing the ntioned on

Nationa(NPSB)

21

21

21

21

21

21

21

21

al Payment Sw)

18 Cardmerc

19 Claim

20 Cred

21 Cred

22 Custoclass

23 Debi

24 Decl

25 Defe

itch Banglades

dholder doechant descript

m or defense

dit not receive

dit submitted

omer dispusified

it submitted a

ined authoriz

ective mercha

sh

es not retion

on receipt of

ed

as a debit

ute not el

as a credit

zation

andise

ecognize

f goods

lsewhere

Oper

Cardholder iacquiring ter

Cardholder cfor servicesdelivered bybut have not

Transaction promised by

TransactionCardholder'swhen the trabeen a credit

Cardholder unhappy wprovided anunable to resthe acquirisatisfaction.

Transaction Cardholder'swhen the trabeen a debit.

Acquiring btransaction arequest reResponse.

Cardholder defective, merchandise


P

is not recognrminal.

claims they s that wery the acquiryet been rec

was not Cry the acquiring

was postes account asansaction shot.

claims twith the nd they hasolve the situing bank

was postes account asansaction sho.

bank compafter an aut

eceived a

received or c

e.


of 37

nizing the

have paid re to be ring bank eived.

redited as g bank.

d to the s a debit ould have

they are services

ave been uation with

to their

d to the s a credit ould have

pleted the thorization

Decline

damaged, counterfeit

Nationa(NPSB)

21

21

21

21

21

21

21

21

al Payment Sw)

26 Delin

27 Disp

28 Error

29 Expi

30 Fraud

31 Fraudembo

32 Impr

33 Incor

itch Banglades

nquent recon

ute transactio

r in addition

red card

dulent transa

dulent tranossed valid d

rint of multip

rrect account

sh

nciliation

on amount

action

nsaction prdate

le slips

t number

rior to

Oper

Transaction delinquent ca

The transincorrect oraltered the after the completed wthe cardhold

An addition was made transaction a

Transaction card that transaction dauthorization

The cardholor participatetransaction wfictitious acvalid card wthe accountransaction re

Transaction to embossed

A single tranmore than account num

Transaction an incorrect


P

was compleardholder.

action amr the acquir

transactiontransactio

without the cer.

or transposiwhen calcul

amount.

was completexpired be

date, and did n.

lder did not e in a transacwas processe

ccount numbwas outstandinnt number eceipt.

was compled valid date.

nsaction was once using

mber.

was procesaccount num


of 37

eted by a

mount is ring bank n amount on was consent of

ition error lating the

ted with a efore the not obtain

authorize ction, or a ed with a ber or no ng bearing

on the

eted prior

processed the same

sed using mber.

Nationa(NPSB)

21

21

21

21

21

21

21

al Payment Sw)

34 Inval

35 Inval

36 Mail/

37 Mail/unau

38 Merc

39 No sh

40 Non-

itch Banglades

lid Merchant

lid transactio

/Telephone o

/Telephone uthorized purc

chandise not

how disputed

-matching ac

sh

t

n

order on expi

order tranchaser

as described

d

ccount numbe

ired card

ansaction

er

Oper

Transaction invalid merc

Cardholder transaction abe classifiereason code.

A Mail Ordtransaction wcard that transaction d

A Mail Ordtransaction wunauthorized

The service was describreceipt, or presented transaction, misrepresentservices.

Cardholder wstay and no-sa credit for th

Transaction authorizationusing an accnot match anthe issuer’soriginal credTransfer Oprocessed number that


P

was complechant.

is claimas invalid aned under a

der / Telephowas completexpired be

date.

der / Telephowas completd purchaser.

did not maed on the trother docuat the or the acquited the t

was charged show and is rhe no-show c

did not n and was count numberny account ns master fildit (includingOriginal Cre

using an t does not m


of 37

eted by an

ming the nd cannot any other

one Order ted with a efore the

one Order ted by an

atch what ransaction

umentation time of iring bank terms of

for both a requesting charge.

receive processed

r that does number on le or an

g a Money edit) was

account match any

Nationa(NPSB)

21

21

21

21

21

21

al Payment Sw)

41

Non-receitransload

42 Secu

43 Servi

44 Tran

45 Tran

46 Tran

itch Banglades

-receipt of ipt of cash saction value device

urity violation

ices not rend

nsaction not a

nsaction not p

nsaction not re

Table 2 -

sh

merchandisat ATM at ATM/KI

n

dered

as described

permitted to te

eceived

- Chargebac

se, Non or load

IOSK or

erminal

ck Reason C

Oper

account nummaster file.

The cardhoperson didmerchandiselocation agrebank by the a

Transaction violating measures.

Cardholder contracted w

Cardholder merchandisenot conform were given.

Transaction terminal whto process su

Transaction acquiring breceived by t

Codes for A


P

mber on the

older or ad not rece or serviceeed with the agreed date.

was cstandard

claims thewere not provi

claims the se they recei

to the descri

was compleich was not

uch transactio

was completbank which the issuing ba

TM


of 37

e Issuer’s

authorized eive the es at the acquiring

completed security

e services ided.

service or ived does iption they

eted on a permitted

on.

ted by the was not

ank.

Nationa(NPSB)

3.2

C

31

31

31

31

31

31

31

31

31

31

31

31

al Payment Sw)

Re-presentm

Code

111 Cor

112 Cor

113 Cor

114 Cre

115 Gen

116 Inco

117 Inva

118 No

119 No been

120 Non

121 Orig

122 Tran

itch Banglades

ment Reason C

rrect merchan

rrect merchan

rrect transacti

edit previousl

neral – invali

orrect transac

alid acquirer

error in addit

proof of alten altered)

n-receipt of r

ginal transact

ansaction auth

Table 3 - R

sh

Codes for ATM

Reaso

nt description

nt location pr

ion date prov

ly issued

d chargeback

ction date pro

reference nu

tion of sale- a

ered amount (

required docu

tion was vali

horized by iss

Re-presentm

M:

on for a Re-p

n provided

rovided

vided

k

ovided on cha

umber on cha

amount corre

(customer sta

umentation to

id

suer

ment Reason

Oper

presentment

argeback

argeback

ect in origina

ated in charg

o support cha

n Codes for A


P

t

al transaction

geback that am

argeback

ATM


of 37

mount had

Nationa(NPSB)

3.3

Co

41

41

41

41

41

41

41

al Payment Sw)

Second Char

ode Re

11 Alter

12 Canctransa

13 Canc

14 Card

15 Cardhwas f

16 Cardhactiva

17

Cardhdate

itch Banglades

rgeback Reaso

eason for a c

red amount

celled pre-autaction

celled recurrin

d not yet effec

dholder deniesfinalized

dholder disputated telephon

dholder disput

sh

on Codes for

chargeback

thorized

ng transactio

ctive

s transaction

tes card ne transaction

tes transactio

ATM:

Transaagreed

Cardhauthorcancelamounrange.

on CardhTransanotific

Transathat transa

Cardhreceivagreedagreed

n

Cardhchargebank transa

on

CardhTransastatem

Oper

Desc

action was ald upon.

holder was rized Trllation notifint is not .

holder was chaction decation.

action was cwas not ection.

holder or authve the servd with the ad date.

holder claimed multiple twhen there

ction.

holder is naction date

ment.


P

cription

ltered from th

charged foransaction cation, or Twithin prea

harged for a espite ca

completed weffective du

horized persovices at theacquiring ban

ms they hatimes by the e is only o

not recognias mentione


of 37

he amount

or a Pre-despite

Transaction authorized

Recurring ancellation

with a card uring the

on did not e location nk by the

ave been acquiring

one valid

izing the ed on the

Nationa(NPSB)

41

41

41

41

41

41

41

41

41

al Payment Sw)

18 Cardhmerc

19 Claimgood

20 Cred

21 Cred

22 Custoclassi

23 Debit

24 Decli

25 Defe

26

Delin

itch Banglades

dholder does nchant descript

m or defense ds

dit not receive

dit submitted a

omer disputeified

t submitted a

ined authoriz

ctive mercha

nquent reconc

sh

not recognizetion

on receipt of

ed

as a debit

e not elsewhe

as a credit

zation

andise

ciliation

e Cardhacquir

f Cardhservicacquirreceiv

Transapromi

TransaCardhtransa

ere Cardhthe serunableacquir

TransaCardhthe tra

Acquitransareceiv

Cardhor cou

Transadelinq

Oper

holder is nring terminal.

holder claimses that were ring bank buved.

action wassed by the ac

action washolder's accouction should

holder claims rvices provide to resolve ring bank to t

action washolder's accoansaction sho

iring bankction after an

ved a Decline

holder receiveunterfeit merc

action wasquent cardhol


P

not recogni.

s they haveto be deliver

ut have not

s not Crecquiring bank

s posted unt as a debithave been a

they are unhded and they

the situationtheir satisfact

s posted unt as a cre

ould have bee

k completn authorizatio

e Response.

ed damaged, chandise.

s completedlder.


of 37

izing the

e paid for red by the yet been

edited as k.

to the t when the credit.

happy with have been

n with the tion.

to the edit when

en a debit.

ted the on request

defective,

d by a

Nationa(NPSB)

41

41

41

41

41

41

41

41

al Payment Sw)

27 Dispu

28 Error

29 Expir

30 Fraud

31 Fraudembo

32 Impr

33 Incor

34 Inval

itch Banglades

ute transactio

r in addition

red card

dulent transa

dulent transaossed valid d

rint of multipl

rrect account

lid Merchant

sh

on amount

ction

ction prior toate

le slips

number

The trthe acamouncomplcardho

An admade amoun

Transathat exand di

The cparticitransafictitiocard wnumbe

o Transaembos

A singthan numbe

Transaincorr

Transamerch

Oper

ransaction aquiring banknt after thleted withouolder.

ddition or trwhen calcu

nt.

action was cxpired beforid not obtain

cardholder dipate in action was ous account was outstandier on the tran

action was ssed valid dat

gle transactioonce using

er.

action was rect account n

action was cohant.


P

amount is ink altered the the transact

ut the conse

ransposition ulating the t

completed wre the transacauthorization

did not auta transactio

processed number or

ing bearing thnsaction recei

completed te.

on was proceg the same

processed number.

ompleted by


of 37

ncorrect or transaction tion was ent of the

error was transaction

with a card ction date, n.

thorize or n, or a

with a no valid

he account ipt.

prior to

essed more e account

using an

an invalid

Nationa(NPSB)

41

41

41

41

41

41

al Payment Sw)

35 Inval

36 Mail/expir

37 Mail/transapurch

38 Merc

39 No sh

40 Non-

itch Banglades

lid transaction

/Telephone ored card

/Telephone oaction unauthhaser

chandise not

how disputed

-matching acc

sh

n

order on

order horized

as described

d

count numbe

Cardhinvalidany ot

A Mtransathat ex

A Mtransaunauth

The sdescribother time omisrep

Cardhand nfor the

er

Transaand wnumbenumbeoriginTransfusing matchIssuer

Oper

holder is claimd and cannother reason co

Mail Order ction was coxpired before

Mail Order ction was horized purch

service did bed on the documentat

of transactionpresented the

holder was chno-show and e no-show ch

action did nowas processeer that does ner on the issual credit (fer Original an account

h any accor’s master file


P

ming the tranot be classifode.

/ Telephonompleted wi

e the transacti

/ Telephoncompleted

haser.

not match transaction r

tion presenten, or the acque terms of ser

harged for bis requestin

harge.

ot receive auted using annot match anuer’s master (including aCredit) was number thatunt number

e.


of 37

nsaction as fied under

ne Order ith a card ion date.

ne Order by an

what was receipt, or ed at the

uiring bank rvices.

both a stay ng a credit

thorization n account ny account r file or an a Money processed

t does not r on the

Nationa(NPSB)

41

41

41

41

41

41

al Payment Sw)

41

Non-Non load tATM

42 Secur

43 Servi

44 Trans

45 Transtermi

46 Trans

T

itch Banglades

-receipt of mereceipt of castransaction v

M/KIOSK or

urity violation

ices not rende

saction not as

saction not pinal

saction not re

Table 4 - Sec

sh

erchandise, sh at ATM o

value at load device

n

ered

s described

ermitted to

eceived

cond Charg

r The canot reat the bank b

Transastanda

Cardhcontra

Cardhmerchconforgiven.

Transawhichtransa

Transaacquirby the

eback Reas

Oper

ardholder or eceive the m

location agrby the agreed

action was ard security m

holder claiacted were no

holder claimhandise theyrm to the d.

action was coh was not perction.

action was ring bank whe issuing bank

on Codes fo


P

authorized pmerchandise oreed with thed date.

completed measures.

ims the ot provided.

ms the sey received description t

ompleted on rmitted to pro

completed hich was nok.

or ATM


of 37

person did or services e acquiring

violating

services

ervice or does not

they were

a terminal ocess such

by the ot received

Nationa(NPSB)

3.4

Cod

221

221

221

221

221

221

221

al Payment Sw)

Chargeback

de R

11 Altere

12 Cance

13 Cance

14 Card n

15 Cardhfinaliz

16 Cardhteleph

17 Cardh

itch Banglades

Reason Code

Reason for a

ed amount

elled pre-auth

elled recurrin

not yet effect

holder deniezed

holder dispuhone transact

holder disput

sh

es for POS:

a chargebac

horized trans

ng transaction

tive

es transactio

utes card action

es transaction

ck

Tam

saction

MCTnis

n

MCTn

Tcatr

on was Cnseth

ctivated Cchmv

n date CTst

Oper

D

Transaction wmount agreed

Merchant coCardholder fTransaction otification, os not within p

Merchant coCardholder Transaction otification.

Transaction ward that was ransaction.

Cardholder orot receive ervices at thhe merchant b

Cardholder charged mul

merchant whalid transacti

Cardholder isTransaction datatement.


P

Description

was altered d upon.

ontinued to for a Pre-despite c

or Transactiopreauthorized

ontinued to for a despite c

was completnot effective

r authorized the merch

he location agby the agreed

laims they ltiple times

hen there is ion.

s not recogate as mentio


of 37

from the

charge a -authorized ancellation on amount d range.

charge a Recurring

ancellation

ted with a e during the

person did handise or greed with d date.

have been s by the

only one

gnizing the oned on the

Nationa(NPSB)

221

221

222

222

222

222

222

222

al Payment Sw)

18 Cardhmerch

19 Claim

20 Credi

21 Credi

22 Custoclassi

23 Debit

24 Declin

25 Defec

itch Banglades

holder doeshant descripti

m or defense o

it not received

it submitted a

omer disputfied

t submitted as

ned authoriza

ctive merchan

sh

s not recion

on receipt of

d

as a debit

te not else

s a credit

ation

ndise

cognize Cm

f goods

Citthre

Tpr

TCthcr

ewhere

Cwanthth

TCwb

Mafre

Cdm

Oper

Cardholder ismerchant.

Cardholder clatems that werhe merchant eceived.

Transaction wromised by th

Transaction Cardholder's ahe transactioredit.

Cardholder clwith the goodnd they havehe situation heir satisfacti

Transaction Cardholder's when the traeen a debit.

Merchant comfter an aeceived a Dec

Cardholder efective,

merchandise.


P

s not recog

aims they hare to be delivbut have no

was not Che Merchant

was postedaccount as a don should ha

laims they ards or servicee been unable

with the mion.

was postedaccount as

ansaction sh

mpleted the tauthorizationcline Respon

received or


of 37

gnizing the

ave paid for vered from ot yet been

redited as t.

d to the debit when ave been a

re unhappy es provided e to resolve

merchant to

d to the s a credit hould have

transaction n request nse.


Nationa(NPSB)

222

222

222

222

223

223

223

223

al Payment Sw)

26 Delin

27 Dispu

28 Error

29 Expir

30 Fraud

31 Fraudembo

32 Impri

33 Incorr

itch Banglades

nquent reconc

ute transactio

in addition

red card

dulent transac

dulent transossed valid da

int of multipl

rect account n

sh

ciliation

n amount

ction

saction priate

e slips

number

Td

Tortrtrth

Awtr

Mwtrau

Tptrficaacre

or to Tem

Amac

Tin

Oper

Transaction welinquent car

The transactior the meransaction ransaction whe consent of

An addition was made wransaction am

Merchant comwith a card transaction dauthorization.

The cardholdearticipate inransaction wictitious accoard was ouccount numbeceipt.

Transaction wmbossed vali

A single tranmore than occount numb

Transaction wncorrect acco


P

was complerdholder.

on amount ierchant altamount a

was completef the cardhold

or transposwhen calcu

mount.

mpleted a tthat expired ate, and did

er did not aun a transactwas processeount number utstanding bber on the t

was completeid date.

nsaction was once using ber.

was processedount number.


of 37

eted by a

s incorrect tered the after the ed without der.

ition error ulating the

transaction before the not obtain

uthorize or tion, or a ed with a or no valid earing the transaction

ed prior to

processed the same

d using an

Nationa(NPSB)

223

223

223

223

223

223

224

al Payment Sw)

34 Invali

35 Invali

36 Mail/Tcard

37 Mail/Tunaut

38 Merch

39 No sh

40 Non-m

itch Banglades

id Merchant

id transaction

Telephone

Telephone thorized purc

handise not a

how disputed

matching acc

sh

n

order on e

order transchaser

as described

d

count number

Tin

Ctrclco

expired Atrcatr

saction Atrun

Tmtrdootsoth

Cstcr

r

TauunthcrOan

Oper

Transaction wnvalid merch

Cardholder ransaction aslassified undode.

A Mail Orderansaction ward that ransaction da

A Mail Orderansaction wnauthorized p

The merchandmatch what ransaction ocumentationf purchase, otherwise unsold, or the mhe terms of sa

Cardholder wtay and no-shredit for the n

Transaction uthorization sing an accoot match anhe issuer’s mredit (includ

Original Credn account n


P

was completant.

is claims invalid and der any oth

er / Telephowas complete

expired beate.

er / Telephowas completpurchaser.

dise or serviwas describreceipt, o

n presented aor the merchasuitable for th

merchant misrale.

was charged how and is reno-show char

did not and was

ount numberny account n

master file or ding a Monedit) was procenumber that


of 37

ted by an

ming the d cannot be her reason

one Order ed with a efore the

one Order ted by an

ice did not bed on the or other at the time andise was he purpose represented

for both a equesting a rge.

receive processed

r that does number on an original

ey Transfer essed using

does not

Nationa(NPSB)

224

224

224

224

224

224

al Payment Sw)

41 Non-r

42 Secur

43 Servic

44 Trans

45 Trans

46 Trans

itch Banglades

receipt of me

rity violation

ces not rende

saction not as

saction not pe

saction not re

Table 5 -

sh

erchandise

ered

s described

ermitted to te

eceived

- Chargeba

mIs

Tdseth

Tst

Cco

Cmcog

erminal Ttepr

Tacre

ck Reason C

Oper

match any acssuer’s maste

The cardholdeid not receivervices at thhe merchant b

Transaction wtandard secur

Cardholder ontracted we

Cardholder cmerchandise tonform to thiven.

Transaction werminal whicrocess such t

Transaction wcquiring baeceived by th

Codes for P


P

ccount number file.

er or authorizve the merc

he location agby the agreed

was completerity measures

claims theere not provid

claims the they receivede description

was complech was not petransaction.

was completank which he issuing ban

POS


of 37

ber on the

zed person handise or greed with d date.

ed violating s.

e services ded.

service or d does not

n they were

eted on a ermitted to

ted by the was not

nk.

Nationa(NPSB)

3.5

C

32

32

32

32

32

32

32

32

32

32

32

32

al Payment Sw)

Re-presentm

Code

211 Cor

212 Cor

213 Cor

214 Cre

215 Gen

216 Inco

217 Inv

218 No

219 No bee

220 Non

221 Orig

222 Tra

itch Banglades

ment Reason C

rrect merchan

rrect merchan

rrect transacti

edit previousl

neral – invali

orrect transac

alid acquirer

error in addi

proof of alteen altered)

n-receipt of r

ginal transac

ansaction auth

Table 6 -

sh

Codes for POS

Reaso

nt description

nt location pr

ion date prov

ly issued

id chargeback

ction date pro

reference nu

ition of sale-

ered amount (

required docu

tion was vali

horized by iss

Re-presentm

S:

on for a Re-p

n provided

rovided

vided

k

ovided on cha

umber on cha

amount corre

(customer sta

umentation to

id

suer

ment Reason

Oper

presentment

argeback

argeback

ect in origina

ated in charg

o support cha

n Codes for P


P

t

al transaction

geback that am

argeback

POS


of 37

mount had

Nationa(NPSB)

3.6

Co

421

421

421

421

421

421

421

al Payment Sw)

Second Char

de

11 Altere

12 Canc

13 Canc

14 Card

15 Cardhfinali

16 Cardhteleph

17 Cardh

itch Banglades

rgeback Reaso

Reason for

ed amount

elled pre-auth

elled recurrin

not yet effec

holder deniezed

holder dispuhone transact

holder disput

sh

on Codes for

a chargebac

horized trans

ng transaction

ctive

es transactio

utes card ation

tes transactio

POS:

ck

T

saction

M

Tni

n

M

Tn

T

t

on was

t

activated mv

n date Tt

Oper

D

Transaction amount agree

Merchant coCardholder Transaction notification, is not within

Merchant coCardholder Transaction notification.

Transaction card that wathe transactio

Cardholder did not receiservices at ththe merchant

Cardholder ccharged mumerchant whvalid transac

Cardholder iTransaction the statement


P

Description

was altereded upon.

ontinued to for a Pre-despite ca

or Transactiopreauthorize

ontinued to for a despite ca

was compleas not effecton.

or authorizeive the merche location agt by the agree

claims they ultiple timeshen there istion.

is not recogdate as ment.


of 37

d from the

charge a -authorized ancellation on amount ed range.

charge a Recurring

ancellation

ted with a tive during

ed person chandise or greed with ed date.

have been s by the only one

gnizing the ntioned on

Nationa(NPSB)

421

421

422

422

422

422

422

422

al Payment Sw)

18 Cardhmerch

19 Claim

20 Credi

21 Credi

22 Custoclassi

23 Debit

24 Decli

25 Defec

itch Banglades

holder doehant descript

m or defense o

it not receive

it submitted a

omer dispuified

t submitted a

ined authoriz

ctive merchan

sh

es not retion

on receipt of

ed

as a debit

ute not el

as a credit

zation

ndise

ecognize m

f goods

b

Tp

T

wb

sewhere uput

T

wb

MtrR

m

Oper

Cardholder imerchant.

Cardholder cfor items thafrom the merbeen receive

Transaction promised by

Transaction Cardholder'swhen the trabeen a credit

Cardholder unhappy withprovided anunable to resthe merchant

Transaction Cardholder'swhen the trabeen a debit.

Merchant transaction arequest reResponse.

Cardholder defective, merchandise


P

is not recog

claims they at were to berchant but had.

was not Cthe Merchan

was poste account aansaction sht.

claims tth the goods ond they hsolve the situt to their satis

was poste account asansaction sh

completeafter an aut

eceived a

received or c

e.


of 37

gnizing the

have paid e delivered ave not yet

Credited as nt.

ed to the as a debit hould have

they are or services

have been uation with sfaction.

ed to the s a credit

hould have

d the thorization

Decline


Nationa(NPSB)

422

422

422

422

423

423

423

423

al Payment Sw)

26 Delin

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