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NATIONAL PAYMENTS CORPORATION OF INDIA

NPCI/IMPS/OC No 45/2014-15 November 20, 2014

To,

All Member Banks of Immediate Payment Services {IMPS)

Dear Sir / Madam,

Sub: IMPS - Chargeback Process(Revision in timelines).

The objective of this document is to update the changes in OMS on timed out transactions
that had been recommended by the IMPS Steering Committee held on Feb 25, 2014.

The instructions contained herein will come in to effect from 1 December 2014.
st

We refer to Operating Circular vide reference no: NPCI/IMPS/OC No 28/2013-14 wherein we

have informed that raising chargeback even if TCC is already present will be reviewed. This
matter has been deliberated in the Steering Committee and was approved for
implementation as follows:

1. Chargeback & TCC-102/103 Process

Existing Process:

As per existing process, chargeback is allowed even though TCC 102/103 is updated by
beneficiary bank on timed out transactions (i.e. RC-08/ ISO RC-91)

Proposed Process:

A. Charge back will not be allowed if TCC-102/103 is present.

8. TCC will not be allowed if chargeback is raised and settled.
C. If a beneficiary bank raise TCC where chargeback is already raised by the remitting
bank in such case DMS will process the TCC-102/103 and reject the chargeback
provided
(i) Both the adjustments (chargeback & TCC-102/103) are raised on the same
day
(ii) Chargeback is not accepted by beneficiary bank
(iii) Chargeback is not rejected by beneficiary bank
(iv) Chargeback is not settled

D. Deferred chargeback - In exceptional cases, on receiving customer complaint a

remitting bank can raise Deferred Chargeback. On raising the deferred chargeback,
funds will not be settled immediately. Funds will be settled either on acceptance or
on deemed acceptance (i.e. no action taken by beneficiary bank within the TAT). For
TAT please refer Annexure - A.

Page No: 1/7

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wrt-400 051 Mumbai 400051
CIN : U74990MH2008NPL 189067
If the deferred chargeback is rejected remitting bank can raise pre-arbitration. If pre­
arbitration is rejected, then the remitting bank can raise arbitration. Please refer Annexure -
A & B for details.

Note: OMS allows deferred chargeback only when TCC is raised by beneficiary bank
and the remitting bank cannot raise chargeback.

E. Adjustment Reports: Adjustment reports on deferred chargeback till arbitration is

made available in OMS in same way as existing chargeback cases. IMPS members can
download Deferred Chargeback Report from the OMS on daily basis and initiate
appropriate actions within the TAT.

F. Bulk upload file format: Bulk upload can be done using .CSV file. Please refer to
annexure - D for CSV file format. Bulk upload option is provided for Deferred
Chargeback, Acceptance of Deferred Chargeback, and Re-presentment of Deferred
Chargeback. For details, please refer Annexure - C

G. Reason Codes for raising adjustments: Please use appropriate reason codes while
raising disputes either through front end option or bulk upload option. Please refer
to Annexure - B for details.

H. Upload evidence for re-presentment or reject pre-arbitration of deferred

chargeback: Beneficiary bank has to upload confirmation that the customer account
has been credited.

2. Revision of Chargeback TAT on timed out transactions:

Existing Process:

Chargeback is allowed to be raised by remitting bank on T+2 onwards irrespective of

transaction value

Proposed Process:

(i) Chargeback will be allowed on T+ 1 onwards if the transaction amount is greater

than or equal to 25000.
(ii) Chargeback will be allowed on T+2 onwards if the transaction amount is lesser
than 25000.

3. Reconciliation Actions:
(i) As a Remitter: Bank should ensure to raise chargeback only on receiving a
complaint from the customer. PLEASE NOTE IMPORTANTLY THAT CHARGEBACKS
SHOULD NOT BE RAISED WITHOUT CUSTOMER COMPLAINT.

Page No: 2/7

 DEFERRED CHARGEBACK SETTLEMENT PROCESS ANNEXURE-A

DEFERRED CHARGEBACK SETTLEMENT PROCESS

Fund Movement

Remitting Beneficiary (Transaction

Adjustment Type Amount + Remarks
bank banks
Interchange Fee
+ Service tax)
Remitter raise deferred
Deferred Chargeback chargeback based on
NO FUND customer complaint even after
YES --------
TAT-60 days from next MOVEMENT updating that customer a/c
day of transaction date has been either credited
online/credited manually
Accept Deferred
Chargeback -------- FUNDS WILL BE --------
Yes
TAT-4 days from next SETTLED
day of Chargeback date
Re-present on Deferred
Chargeback NO FUND Evidence is mandatory if
-------- Yes
TAT-4 days from next MOVEMENT rejected
day of Chargeback
Pre-Arbitration on Re-
In case if customer of
presentment
NO FUND remitting bank still claims
TAT-15 days from next YES --------
MOVEMENT funds not credited to
day of deferred
beneficiary
chargeback is rejected
Accept Pre-arbitration
TAT-5 days from next FUNDS WILL BE
-------- Yes --------
day of pre- arbitration SETTLED
on deferred chargeback
Reject Pre-arbitration
TAT-5 days from next NO FUND Evidence is mandatory if
-------- Yes
day of pre- arbitration MOVEMENT rejected
on deferred chargeback
If arbitration is decided in
favour of remitter-fund
Arbitration on
movement will be done
Deferred Per-
BASIS PRO through OMS.
arbitration Reject YES --------
CONFIRMATION If arbitration is decided in
TAT-30 days after pre-
favour of beneficiary-fund
arbitration is rejected
movement will not be done
through OMS.
Note: Deferred chargeback will be settled on deemed acceptance, In case of no actions taken by
beneficiary bank within the TAT of 4 days.

Page No: 4/7

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DEFERRED CHARGEBACK DISPUTES FLAG & REASON CODES ANNEXURE-8

Transaction
Bulk
Type that Dispute Front End Reason Reason Code
Dispute Category Upload
are Flag Option Code Description
Option
applicable
Deferred P2P, P2A, TCC has been raised
Chargeback P2U & P2M- but customer still
(Timed out FB Yes Yes 121 complaining that
transactions Beneficiary a/c is not
only) credited.
Deferred P2P, P2A, Customer a/c is not
Charge back P2U & P2M- credited, TCC raised
Acceptance (Timed out FA Yes Yes 122 inadverte ntly
transactions
only)
Re-presentment P2P, P2A, Customer a/c is
of Deferred P2U & P2M- credited successfully
Charge back (Timed out FR Yes Yes 123 and TCC raised
transactions accordingly
only)
Pre-Arbitration P2P, P2A, Customer is still
on Deferred P2U & P2M- complaining for not
Chargeback (Timed out FP Yes No 124 crediting the
transactions beneficiary customer
only) a/c.
Pre-Arbitration P2P, P2A, Customer a/c is not
on P2U & P2M- credited, TCC & Re-
Deferred Charge (Timed out FAP Yes No 125 Presentment raised
back Accept transactions inadvertently
only)
Pre-Arbitration P2P, P2A, Customer a/c is
on P2U & P2M- credited successfully
Deferred Charge (Timed out FPR Yes No 126 and TCC & Re-
back Reject transactions Presentment raised
only) accordingly
Arbitration on P2P, P2A, Customer is
Deferred P2U & P2M- complaining even
Chargeback (Timed out after raising Deferred
transactions Chargeback and Pre-
only) FAR Yes No 127 Arbitration on
Deferred Chargeback
where both have been
rejected by
Beneficiary Bank

Page No: 5/7

 BULK UPLOAD FILE FORMAT (Same as extant format, only flag has changes) ANNEXURE-C

Header Description Length Example

Bank Adjustment Reference
bankadjref Length-100 {AN) REM/BEN/CB/081013
Number

Flag FB/FA/F R/FP/FAP/FPR/FAR Length-03 (A) FB

YYYY-MM-DD
Shtdat Transaction Date 10/8/2013
{AN)
Adjamt Dispute amount (N) 1000

Shser RRN Length-SO {AN) l.23457E+ll

1. P2P - NBIN + Mobile Number

E.g.5234001008108122883)
(19 Digits)
2. P2A - NBIN + Account Number 5234(NBIN)/ 00 (Reserved)/ 1 {Product
Shcrd Length-53 {AN)
(19 Digits) Number) 00 (Reserved)/ Mobile Number
3. P2U - NBIN + Aadhar Number
(19 Digits)

filename .CSV file name Length-SO (AN) Remdbfile.csv

Reason Reason Codes Length-OS (AN) 121

TCC has been raised but customer still

specifyother Bank remarks Length-400 (AN) complaining that Beneficiary a/c is not
credited.

Page No: 6/7

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SAMPLE CSV BULK UPLOAD FILE FORMAT ANNEXURE • D

A B C 0 E F G H I
BankadJref Flag si,tdat adiamt Shser Shcrd filename re<1son specifyother
you may leave blank ,n case
REM/BEN/CB/201014 FB 201-l-10·08 1000 123456789102 5234001003108122883 Remdbfile. csv 121 of no other reason
you may leave blank in case
REM/BEN/C 8/201014 FB 2014• l0-08 1000 I 23456 789103 5234001008108122S84 R<?mdbf,le.csv 121 of no other reason
you m;,y leave blank in case
REM/SEN/CB/201014 �B 2014-10·08 1000 1234567S9104 5234001008108122885 Remdbfile.csv 121 of no other reason
you may leave blank in cas"'
REM/BEN/CB/201014 fB 2014-10-08 iOOO 123456789105 5234001008108122886 Remdbflle.csv 121 of no other reason
you may leave blank in case
REM/BEN/CB/201014 rn 2014-10-03 1000 123456 789106 5234001008108122887 Remdbfile.csv 121 of no other reason

.CSV sample file

filt [dit fgrmat '{iM tlelp

- -- ---
Banladjref ,Flag,shtdat,adja:i;t,Shser ,Shcrd,fiiename,r-eason,specifyother
REM BEN CB 201014,FB,201HO·OS,1000,1234567S9102,52l4001008108W883,Remdbfile.csv,121,you may leave blank in case of no other rea,or
R£r1.,'BEN;CB 201014,FB,2014-10-08,1000,123J56789103,523400100S108122884,Ren:dbfile.csv.121,you may leave blank in case of no other reasor
RH' BEN CB 20101UB,201�-10-08,1000,1234567S9104,523400100S10S122S85,Remdbfile.csv,121,you may leave blank in me of no other reasor
RH',,BEN CB 2010l�JB.20P-lD-08,l000,12l416:'89105,523400100SlOS122886,Remdbfile.csv,121,you may leave blank in case of no other reasor
m: srnu 20101�.�uo1;-10-0S.1000,ll3�56'89106,523-l00100Sl0S122SS�.Remdbfile.csv,121,you may leave blank in case of no other reasor

Page No: 7/7