Description of incident Timeline of auto-reversal Compensation payable Customer account debited but cash not dispensed from ATM including micro-ATMs Reversal of failed transaction within a maximum of T+5 days Rs 100 per day for delay beyond T+5 days, to the credit of account holder. Card account debited but beneficiary card account not credited in case of card to card transfer Transaction to be reversed within T+1 day if credit is not effected to the beneficiary account Rs 100 per day for delay beyond T+1 day Account debited but confirmation not received at merchant location, i.e., charge-slip not generated Auto-reversal within T+5 days Rs 100 per day of delay beyond T+5 days Transaction on e-commerce websites where account is debited but confirmation not received at merchant’s system Auto-reversal within T+5 days Rs 100 per day of delay beyond T+5 days IMPS transaction – account debited but beneficiary account is not credited If unable to credit, auto-reversal in T+1 day Rs 100 per day if delay is beyond the T+1 day Transfer of funds via UPI payments – Account debited but beneficiary account is not credited If unable to credit to the beneficiary account, auto-reversal by the beneficiary bank by T+1 day Rs 100 per day if delay is beyond T+1 day Payment made to merchant via UPI – Account debited but transaction confirmation not received at merchant location Auto-reversal within T+5 days Rs 100 per day if delay is beyond T+5 days Account debited but transaction confirmed not received at merchant location for payments made by Aadhaar Enabled Payment System including Aadhaar Pay Acquirer to initiate “Credit Adjustment ” within T+5 days Rs 100 per day if delay is beyond T+5 days Account debited but beneficiary account not credited for payments made by Aadhaar Enabled Payment System including Aadhaar Pay Acquirer to initiate “Credit Adjustment ” within T+5 days Rs 100 per day if delay is beyond T+5 days Delay in crediting beneficiary’s account for payments made via Aadhaar Payment Bridge System (APBS) Beneficiary bank to reverse the transaction within T+1 day Rs 100 per day if delay is beyond T+1 day. Delay in crediting beneficiary’s account of reversal of amount for payment made via NACH Beneficiary bank to reverse the uncredited transaction within T+1 day Rs 100 per day if the delay is beyond T+1 day Account debited despite revocation of debit mandate with the bank by the customer for NACH payments Customer’s bank will be responsible for such debits. Resolution to be completed within T+1 day Rs 100 per day if the delay is beyond T+1 day Payments made via card or mobile wallets where two different banks are involved, then such transactions will be done using UPI, debit/card, IMPS etc. Reversal of money in such cases will be done as mandated by UPI, Card or IMPS as mentioned above. Compensation will be paid accordingly as per the method used to make payment Payments made via card or mobile wallet but beneficiary account is not credited ; the transaction is done within the same bank or same mobile wallet Reversal to de done in Remitter’s (initiator) account within T+1 day Rs 100 per day if delay is beyond T+1 day Payment made via card or mobile wallet but transaction confirmation not received at the merchant location for payment done within the same bank or same mobile wallet Reversal to de done in Remitter’s (initiator) account within T+1 day Rs 100 per day if delay is beyond T+1 day



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