RuPay Dispute Management Rules and Regulations 2.0

RuPay Dispute
Management Rules and

Regulations
RuPay Dispute Management Rules and Regulations 2.0
CONTENTS:-
A. Objective of the Document ..........................................................................................9

B. References and Publications ........................................................................................9
1 Introduction .............................................................................................................. 10
1.1 RuPay Global Clearing and Settlement System............................................................... 10
1.2 Clearing and Settlement................................................................................................ 10
1.3 Dispute......................................................................................................................... 11
1.4 Benefits of RGCS ........................................................................................................... 11
1.5 Acquirer Responsibilities ............................................................................................... 12
1.6 Issuer Responsibilities ................................................................................................... 12
1.7 Mutual Assistance ........................................................................................................ 13
1.8 Dispute Processing ........................................................................................................ 13
1.9 Pre-Compliance and Pre-Arbitration rights .................................................................... 14
1.10 Authorization Validity ................................................................................................... 14
1.10.1 Authorization ............................................................................................................................... 14
1.10.2 Two Factor Authentication .......................................................................................................... 14
1.10.3 Tip ................................................................................................................................................ 14
1.10.4 Surcharge ..................................................................................................................................... 14
2 Dispute Management Process ................................................................................... 15

2.1 Transaction Processing.................................................................................................. 15
2.2 Dispute Management ................................................................................................... 16
3 Retrieval Request & Retrieval Request Response ....................................................... 34

3.1 Transaction Information Documentation Retention Period ............................................ 34
3.2 Retrieval Request Reasons and Reason Codes ............................................................... 34
3.3 Time-lines for Raising Retrieval Request ........................................................................ 34
3.4 Time-lines for fulfilling Retrieval Request ...................................................................... 35
3.5 Acquiring Institution Responses Options ....................................................................... 35
3.5.1 Acquiring institution options after no response to retrieval request .............................................. 36
3.6 Valid list of retrieval request fulfillment documents ...................................................... 36

3.6.1 For card present transaction ............................................................................................................ 36
3.6.2 For E-Commerce, Card not present transaction .............................................................................. 38
3.7 Retrieval Fulfillment Fees .............................................................................................. 39
National Payments Corporation of India Confidential Page 2 of 164

3.8 Retrieval Fulfillment Fees Reversal Reason Code ........................................................... 40
4 Chargeback ............................................................................................................... 41
4.1 Fund Movement Chargeback Stage.............................................................................. 41
4.2 Raising a Chargeback .................................................................................................... 41
4.2.1 Goods and Services Related Issues .................................................................................................. 41
4.2.2 Processing Error Related Issues ....................................................................................................... 42
4.2.3 Copy Request Related Issues ........................................................................................................... 42
4.2.4 Authorization Related Issues ........................................................................................................... 42
4.2.5 Fraud Related Issues ........................................................................................................................ 42
4.3 Chargeback amount ...................................................................................................... 42

4.4 Time limit applicable for document submission for chargeback ...................................... 43
4.4.1 Document types ............................................................................................................................... 43
4.5 Document naming convention ...................................................................................... 43

4.6 Document size .............................................................................................................. 44
4.7 Time limit calculation for Chargeback ............................................................................ 44
4.8 Commencement of Chargeback time limit ..................................................................... 44
4.9 Stages of chargeback cycle ............................................................................................ 44
4.9.1 Chargeback stage-1 .......................................................................................................................... 44
4.10 Refund Chargeback ....................................................................................................... 46
5 Re-presentment ........................................................................................................ 47
5.1 Fund Movement Re-presentment Stage ...................................................................... 47
5.2 Re-presentment Amount .............................................................................................. 47
5.3 Time limit for applicable document submission for Re-presentment .............................. 48
5.4 Time limit calculation for Re-presentment ..................................................................... 48
5.5 Re-presentment timelines ............................................................................................. 48
5.6 Re-presentment acceptance.......................................................................................... 48
6 Pre-arbitration .......................................................................................................... 49
6.1 Fund Movement Pre-arbitration Stage ........................................................................ 49
6.2 Pre-Arbitration Documentation..................................................................................... 49
6.3 Pre-Arbitration Amount ................................................................................................ 50
6.4 Pre-arbitration Response .............................................................................................. 50

6.5 Pre-arbitration response timelines ................................................................................ 50
7 Arbitration ................................................................................................................ 51
7.1 Arbitration case filing conditions ................................................................................... 51
7.2 Fee Movement Arbitration Stage................................................................................. 51
7.3 Arbitration Documentation ........................................................................................... 52
7.4 Arbitration Amount ...................................................................................................... 52
7.5 Arbitration timelines..................................................................................................... 52
7.6 RuPay Arbitration filing fees.......................................................................................... 52
7.7 RuPay Arbitration Review fees ...................................................................................... 53
7.8 Arbitration acceptance financial liability components .................................................... 53
7.9 Arbitration decision financial liability ............................................................................ 54
7.9.1 For Arbitration Amount ................................................................................................................... 54
7.9.2 For Arbitration filing fees ................................................................................................................. 54
7.9.3 For Arbitration review fees .............................................................................................................. 54
7.10 Arbitration case response from Acquiring institution ..................................................... 54

7.10.1 Arbitration Acceptance ................................................................................................................ 54
7.10.2 Arbitration Continuation ............................................................................................................. 54
7.11 Arbitration case withdrawal .......................................................................................... 55

7.12 Arbitration case withdrawal fees................................................................................... 55
7.13 Arbitration response timelines ...................................................................................... 55
7.14 Arbitration case verdict................................................................................................. 55
8 Pre-Compliance ......................................................................................................... 57
8.1 Pre-compliance Filing Conditions................................................................................... 57
8.2 Pre-compliance documents and details ......................................................................... 58
8.3 Pre-compliance amount ................................................................................................ 58
8.4 Pre-compliance response timelines ............................................................................... 59
8.5 Pre-compliance Response ............................................................................................. 59
8.5.1 Accept Pre-Compliance (full / partial amount) ................................................................................ 59
8.5.2 Decline Pre-Compliance ................................................................................................................... 59
8.5.3 Deemed Declined-No response within specified timeframe ........................................................... 60
8.6 Pre-compliance acceptance financial liability ................................................................. 60

8.7 Bulk Pre-compliance ..................................................................................................... 60
9 Compliance ............................................................................................................... 61

9.1 Compliance Filing Conditions ........................................................................................ 61

9.2 Compliance case filing reasons ...................................................................................... 62
9.3 Fund Movement Compliance Stage ............................................................................. 62
9.4 Compliance documentation .......................................................................................... 62
9.5 Compliance amount ...................................................................................................... 63
9.6 Compliance timelines.................................................................................................... 63
9.7 RuPay compliance filing fees ......................................................................................... 63
9.8 RuPay compliance review fees ...................................................................................... 64
9.9 Compliance Decision financial liability ........................................................................... 64
9.9.1 For Compliance Amount .................................................................................................................. 65
9.9.2 For Compliance filing fees ................................................................................................................ 65
9.9.3 For compliance review fees ............................................................................................................. 65
9.10 Compliance case response from receiving institution ..................................................... 65

9.10.1 Compliance Acceptance .............................................................................................................. 65
9.10.2 Compliance Continuation ............................................................................................................ 66
9.11 Compliance case withdrawal ......................................................................................... 66

9.12 Compliance response timelines ..................................................................................... 66
9.13 Compliance case verdict ................................................................................................ 67
9.14 Bulk Compliance ........................................................................................................... 67
10 Pre-Compliance and Compliance reasons ............................................................... 68

10.1 Reason: Amount should not be greater than Original Transaction amount ..................... 68
10.1.1 Required Documentation: ........................................................................................................... 68
10.2 Reason: Additional amount should be less than transaction amount .............................. 68
10.3 Reason: Transaction currency code should be same with original transaction................. 68
10.4 Reason: BIN/Card Number not valid .............................................................................. 69

10.5 Reason: Card Acceptor Business Code should be from standard table ............................ 69
10.6 Reason: Invalid value of POS entry mode....................................................................... 69
10.7 Reason: Invalid value of POS condition code .................................................................. 69
10.8 Reason: Invalid value of POS data code ......................................................................... 69
10.9 Reason: Others ............................................................................................................. 69
10.10 Reason: Unauthorized Signature ................................................................................... 70

10.10.1 Required Documentation ............................................................................................................ 70
10.11 Reason: Split Transaction .............................................................................................. 70

10.12 Reason: Cardholder Letter Required for Legal Purposes ................................................. 71
10.13 Reason: Illegible Fulfillment - Unable to provide legible Transaction supporting

documents (TSD) copy ............................................................................................................. 71
10.14 Reason: Wrong Merchant Establishment Category Code (MCC) ...................................... 72
10.15 Reason: Copy of Transaction supporting documents (TSD) for Legal Proceeding or Law
Enforcement Investigation ....................................................................................................... 72
10.16 Reason: Improper return and submission of a Funds ...................................................... 73
11 Good-faith ............................................................................................................. 74
11.1 Good faith filing condition ............................................................................................ 74
11.2 Good faith Documentation............................................................................................ 74
11.3 Good faith amount ....................................................................................................... 75
11.4 Good faith timelines ..................................................................................................... 75
11.5 Good faith case response from receiving institution ...................................................... 75
11.5.1 Acceptance .................................................................................................................................. 75
11.5.2 Decline ......................................................................................................................................... 76
11.5.3 No Response ................................................................................................................................ 76
11.6 Bulk Good Faith ............................................................................................................ 76
12 Variances to RuPay operating or dispute guidelines ............................................... 77

12.1 Variance attempt requests ............................................................................................ 77
12.2 Types of Variance requests ........................................................................................... 77
12.3 Emergency Variances .................................................................................................... 77
12.3.1 Time limit for Emergency Variances ............................................................................................ 77
13 Purchase with Cash-Back at Point of Sale (POS)/Cash at Point of Sale (POS) ........... 78
13.1 Cash Back Service Requirements ................................................................................. 78
13.2 Cash-Back Receipt Requirements .................................................................................. 78
13.3 Disputes on Cash-Back portion of the transaction .......................................................... 79
13.4 Cash-Back Refund and Disputes on Cash-Back refund portion of the transaction ............ 79
14 Chargeback Message Reason Codes ....................................................................... 80

14.1 Goods and Services related issues ................................................................................. 80

14.1.1 Reason Code- 1061 ...................................................................................................................... 80
14.1.2 Reason - Credit not processed for cancelled or returned goods and services ............................ 80
14.1.3 Reason Code- 1062 ...................................................................................................................... 86
14.1.4 Reason - Goods and services not as described or cardholder received defective goods or
services 86
14.1.5 Reason Code- 1063 ...................................................................................................................... 92
14.1.6 Reason - Paid by alternate means and Card Account was also billed for the same transaction . 92
14.1.7 Reason Code- 1064 ...................................................................................................................... 96
14.1.8 Reason Code - Goods or services not provided/not received - Services were not provided or
goods not received by cardholder ................................................................................................................ 96
14.2 Processing Error Related Issues ................................................................................... 102

14.2.1 Reason Code- 1081 .................................................................................................................... 102
14.2.2 Reason Transaction not settled within the specified timeframes .......................................... 102
14.2.3 Reason Code- 1082 .................................................................................................................... 105
14.2.4 Reason - Credit posted as Debit ................................................................................................ 105
14.2.5 Reason Code- 1083 .................................................................................................................... 107
14.2.6 Reason -Transaction details incorrect -The account number or transaction amount utilized in
the transaction was incorrectly entered ..................................................................................................... 107
14.2.7 Reason Code- 1084 .................................................................................................................... 111
14.2.8 Reason Duplicate Processing .................................................................................................. 111
14.3 Copy Request Related Issues ....................................................................................... 113

14.3.1 Reason Code- 1101 .................................................................................................................... 113
14.3.2 Reason - Illegible fulfilment ....................................................................................................... 113
14.3.3 Reason Code- 1102 .................................................................................................................... 116
14.3.4 Reason - Retrieval Request not fulfilled .................................................................................... 116
14.3.5 Reason Code-1103 ..................................................................................................................... 119
14.3.6 Reason - Invalid fulfilment ......................................................................................................... 119
14.3.7 Reason Code- 1104 .................................................................................................................... 122
14.3.8 Reason - Cardholder does not recognize the transaction ......................................................... 122
14.4 Authorization Related Issues ....................................................................................... 125

14.4.1 Reason Code- 1121 .................................................................................................................... 125
14.4.2 Reason - Transaction received declined authorization response .............................................. 125
14.4.3 Reason Code- 1122 .................................................................................................................... 127
14.4.4 Reason - Transaction not authorized ......................................................................................... 127
14.4.5 Reason Code- 1123 .................................................................................................................... 130
14.4.6 Reason Code Transaction was processed with invalid card number and authorization was not
obtained or credit is processed with invalid card number ......................................................................... 130
14.5 Fraud Related Issues ................................................................................................... 133

14.5.1 Reason Code- 1141 .................................................................................................................... 133
14.5.2 Reason - Fraudulent card present transaction .......................................................................... 133
14.5.3 Reason Code- 1142 .................................................................................................................... 138
14.5.4 Reason - Fraudulent card not present transaction .................................................................... 138
14.5.5 Reason Code- 1143 .................................................................................................................... 142

14.5.6 Reason Fraudulent Multiple Transactions .............................................................................. 142
15 RuPay Liability Classification ................................................................................ 146

15.1 Liability Classification.................................................................................................. 146
15.2 Liability Shift on Two factor authentication for Domestic Debit Card transactions ........ 146
15.3 Liability shift for EMV Chip Card used on EMV Terminals ............................................. 147
15.4 Liability shift for EMV Chip Card used on Non EMV Terminals ...................................... 147
15.4.1 Conditions .................................................................................................................................. 147
15.5 Liability shift in case for Non EMV Cards used at EMV terminals ................................... 147
15.5.1 Conditions .................................................................................................................................. 147
15.6 Fall Back Transactions ................................................................................................. 148

15.6.1 Liability shift for Fall Back Transactions ..................................................................................... 149
15.7 Specific Provisions for the Offline & Key Entry Transactions Conditions ........................ 149
15.8 Specific provisions for fraudulent transactions ............................................................ 150
16 ANNEXURES ...................................................................................................... 151

16.1 Turnaround Times (TATs) ............................................................................................ 151
16.2 Forms ......................................................................................................................... 156
16.3 Fund Collection /Disbursement and NPCI Fee Collection /Disbursement Reason Codes 163

A. Objective of the Document

The objective of the RuPay Dispute Management Rules and Regulations document is to
lay down the rules and regulations that issuing and acquiring member banks will be
bound by in case there is a dispute with regards to any transaction conducted on a
RuPay card.
B. References and Publications

1. RuPay Global Clearing and Settlement Manual

1 Introduction
National Payments Corporation of India (NPCI): NPCI has been formed to consolidate
and integrate multiple systems with varying service levels into nation-wide uniform and
standard business process for all the retail payment systems. NPCI provides an
affordable payment mechanism that not only benefits the common man across the
country but also contributes to the growth of retail payments in India.
RuPay: RuPay is a brand of NPCI under which it operates the card scheme and this
document is published by NPCI for its RuPay card scheme.
The terms NPCI and RuPay have been used interchangeably in this document and refer
to the card scheme entity promoted by NPCI. NPCI owns the RuPay card scheme and
NPCI is the decision maker with reference to all the matters pertaining to RuPay.
1.1 RuPay Global Clearing and Settlement System

RuPay clears the Card transactions through RuPay Global Clearing and Settlement
System (RGCS) designed to process, clear and settle online transactions passing through
NPCIs central switch and to support the Dispute Resolution Process for the transactions
processed through RGCS.
1.2 Clearing and Settlement

When a RuPay cardholder uses his card to purchase goods or services from a Merchant
Establishment (ME), the acquiring institution reimburses the Merchant Establishment
(ME) for the successful transaction. The acquiring institution then settles the transaction
related funds with the card issuing institution by submitting the transaction to RuPay.
The Merchant Establishment can be virtual or physical, with transaction initiated
through the following channels:
Point Of Sale (POS)terminals

Electronic -Commerce Merchant Establishment websites
Interactive Voice Response /Mail Order /Telephone Order

The movement of transaction data from acquiring institution to RuPay and from RuPay
to issuing institution and vice versa is called Clearing and the movement of funds
between acquiring institution, issuing institution and RuPay for the day is called
Settlement.
1.3 Dispute
To facilitate the RuPay members in raising and resolving a dispute on a transaction
which had previously been cleared by RuPay, RuPay has defined the rules and guidelines
for the dispute management process in this manual. This manual outlines the rules and
guidelines to be followed by the members.
1.3. 1. After completion of the settlement process between acquiring institution and
issuing institution, the issuing institution may determine that the transaction may be
unacceptable or invalid for any of the reasons specified in this manual. The issuing
institution may return the original transaction to acquiring institution as a chargeback
for resolution.
1.3.2. Issuing institution or Acquiring institution that has no Chargeback or Re-

presentment right can file a complaint against another member by raising a pre-
compliance case for violation of RuPay Operating Regulations.
1.4 Benefits of RGCS

RGCS provides
1. Web based as well as file based dispute handling process
2. Document transfer
3. Interlinking of information between previous chargeback cycle and each
subsequent chargeback cycles, so that the members are not required to obtain
this information from their archives. This includes all relevant information like
amount, reason codes, function codes and texts etc.

1.5 Acquirer Responsibilities

All the acquirers are responsible for the following:
1. Ensuring that presented data is accurate, complete, and in compliance with the
RuPay Operating Rules and Guidelines.
2. Ensuring the reconciliation of all rejected and accepted messages.
3. To receive all chargeback messages that issuers submit and :
i. To accept responsibility for the chargeback received or,
ii. To remedy the chargeback in accordance with the rules and
procedures specified within this guide.
For example, after receiving a chargeback, the acquirer must not enter the item invalidly
into interchange as a new presentment. If the acquirer can remedy the dispute (For e.g. If
the Merchant can provide supporting documentation), the acquirer must submit the
transaction as a re-presentment.
1.6 Issuer Responsibilities

All the issuers are responsible for the following:
1. Receiving all the presentment messages as presented by the acquirer.

2. Ensuring that all the necessary data is passed to the cardholder, or is readily
accessible for transaction research and monitoring purposes.
3. Ensuring that all the rejected and accepted messages are reconciled.
4. Before exercising a chargeback, the Issuer must try to honor the transaction. If
this fails and the issuer has already billed the transaction to the cardholder, then
the Issuer must credit the cardholder for the chargeback amount
5. The Issuer must not be reimbursed twice for the same transaction
6. A cardholder must not be credited twice as a result of both
i. Chargeback
ii. Credit processed by a Merchant

1.7 Mutual Assistance

A member bank must try to offer mutual assistance to other member banks to resolve
disputes between both:
1. Its cardholder and another member banks Merchant
2. Its Merchant and another member banks cardholder
If a Cardholder or a Merchant accepts financial liability for a transaction, the related
member bank must reimburse the other member bank directly through refund, fund
collection or disbursement options as applicable.
1.8 Dispute Processing

All members have to process dispute stages through RGCS system. Disputes can be
raised on RGCS system by the following two methods:
1. Web-UI :Selecting a transaction on the RGCS system and raising the relevant
dispute request
2. File Staging: Raising the relevant dispute request through file staging on RGCS
System.
Parameters/Checks for File Staging:-
1. Only validated files will be allowed for staging.

2. Once the file is staged, it will no longer remain in the file uploading area.
3. System will allow the user to select all or selective files for staging.
4. Activity status window will be displayed to show the progress of the staging
activity.
5. File staging option will list staged file name, date & time, file size
6. User will be able to generate the file status report for every file staged on a
specific day.
7. File will remain in the file staging area for 7 days.

1.9 Pre-Compliance and Pre-Arbitration rights

To raise Compliance, it is mandatory to raise Pre-Compliance. Member Banks cannot
directly raise Compliance. However direct Compliance may be raised if the Pre-
compliance causes the Compliance time frame to lapse.
To raise Arbitration, it is mandatory to raise Pre-Arbitration. Member Banks cannot

directly raise Arbitration. However issuer may raise Arbitration if the Pre-arbitration
causes the Arbitration time frame to lapse.
1.10 Authorization Validity
1.10.1 Authorization
All RuPay debit card (Magnetic stripe/Chip) transactions must be presented online to
the issuer for approval.
1.10.2 Two Factor Authentication

Issuers and Acquirers should comply with RBI mandate of two factor authentication for
all domestic transactions (including Fall Back transactions) done on RuPay
(magstripe/chip) debit card.
1.10.3 Tip
For transaction that takes place at Merchant location where tip is allowed, if the
cardholder adds a tip or gratuity in an amount less than or equal to 20 percent of the
transaction amount then the card acceptor is not required to obtain an authorization
even though the total transaction amount may exceed the card acceptor floor limit
1.10.4 Surcharge
Surcharge should not exceed 2.5% (plus applicable Service Tax and Education Cess on
Surcharge) of the transaction amount
For Railways, Acquirer can charge a surcharge per transaction (plus applicable Service
Tax and Education Cess on Surcharge) as per the RuPay Interchange and pricing circular
issued from time to time.

2 Dispute Management Process

Dispute management is a process through which member institutions determine the
validity and liability of a financial transaction The table below lists the transaction
processing options which the acquirer or issuer may initiate before the transactions are
presented for settlement.
2.1 Transaction Processing

Before settlement of the transaction, Member Banks can initiate the below mentioned
steps to determine validity and liability of a transaction.
Transaction Initiating Description TATs

Stage Member
Void Request Acquiring The acquiring institution can use this Within 7
institution message to update the issuing calendar days
institution that a previously from
authorized (but not presented) authorization
transaction has been voided by the date
Merchant Establishment and that the
same will not be presented for
claiming funds.
Authorization Issuing The issuing institution can use this Within 7
cancellation institution message to request the acquiring calendar days
request institution to confirm if a previously from
authorized transaction has been authorization
voided / cancelled by the Merchant date
Establishment.
Authorization Acquiring The acquiring institution uses this Within 7
Cancellation institution message to indicate the acceptance of calendar days
Acceptance the Authorization cancellation request after the
raised by issuing institution. On authorization
acceptance, the acquiring institution cancellation

Transaction Initiating Description TATs

Stage Member
confirms that the authorization will request
not be presented for claiming of funds
2.2 Dispute Management

After completion of the settlement process between the acquiring institution and the
issuing institution, the issuing institution may determine that the transaction may be
unacceptable or invalid for any of the reasons specified in this manual. The issuing
institution may return the original transaction to acquiring institution as a chargeback
for resolution.
RuPay dispute resolution process entails the following stages of dispute cycle.
1) Retrieval Request
2) Retrieval Request fulfilment or Retrieval Request non-fulfilment
3) Chargeback
4) Chargeback acceptance
5) Re-presentment
6) Re-Presentment acceptance
7) Pre-arbitration
8) Pre-arbitration acceptance
9) Pre-arbitration decline
10)Arbitration Case
11)Arbitration Case Acceptance
12)Arbitration Case Continuation
13)Arbitration Case Withdrawn
14)Arbitration Verdict
15)Pre-compliance
16)Pre-compliance acceptance
17)Pre-compliance decline

18)Bulk-Pre-Compliance Staging
19)Compliance Case
20)Compliance Case Acceptance
21)Compliance Case Continuation
22)Compliance Case Withdrawn
23)Compliance Verdict
24)Bulk Compliance Staging
25)Good-Faith
26)Good-Faith acceptance
27)Good-Faith decline
28)Bulk Good-Faith Staging
These above mentioned stages have been described below.
Dispute Stage Initiating Pre- Description TATs

Member requisite
Retrieval Issuing Presentment Issuing institution may Issuing
Request institution request a copy of the institution
legible transaction may raise
supporting documents to retrieval
support cardholders request
dispute or identify a within 180
potential chargeback. calendar
Under Retrieval days of the
Request no settlement of
transaction the
related funds transaction.
transfer takes
place.
Once processed,
a retrieval


Member requisite
request is not
allowed to be
withdrawn or
reversed.
Retrieval Acquiring Retrieval Acquiring institution Within 30
Request institution Request provides the legible and calendar
Fulfilment / valid transaction days
Non- supporting document or following the
fulfilment responds with a non- retrieval
fulfilment message. request
In case of initiation
retrieval request date.
fulfilment, based
on provided In case of
documents, the non-
issuing fulfilment or
institution can no-response
pursue dispute of retrieval
case further by request, the
raising issuing
chargeback. For institution
example: Reason may raise
code - illegible chargeback
fulfilment or within 120
Invalid calendar
fulfilment. days from
In case of no the
response transaction


Member requisite
(deemed non- settlement
fulfilled) to date.
retrieval, the
issuing
institution may
raise chargeback
against acquiring
institution under
reason code -
Retrieval
Request not
fulfilled. No re-
presentment,
pre-compliance,
compliance
rights available
to Acquiring
institution under
this case.
Retrieval
Request
fulfilment/non-
fulfilment does
not involve
transfer of
transaction
related funds
between the


Member requisite
member banks.
Note: Certain chargeback cannot be raised without raising retrieval request.
Kindly refer to individual chargeback reason codes for details.
Chargeback Issuing Presentment Issuing institution may Kindly refer
institution initiate a chargeback for individual
the full or partial chargeback
transaction amount reason codes
within the specified time for details.
frame applicable to the
specific message reason.
Once processed,
a chargeback is
not allowed to be
withdrawn.
Chargeback can
be raised for full
or partial
transaction
amount.
Chargeback Acquiring Chargeback Acquiring institution may 10 calendar
acceptance institution accept the chargeback days from
initiated by the issuing the
institution. chargeback
Any chargeback processing
not re-presented date
within the
specified re-
presentment due


Member requisite
date is deemed
to be accepted by
acquiring
institution.
Re- Acquiring Chargeback Acquiring institution may 30 calendar
presentment institution present the transaction days from
again to the issuing the
institution either to chargeback
correct an earlier processing
transaction processing date
defect or to indicate
disagreement with the
chargeback raised by the
Issuing institution. Re-
presentment gives rights
to the acquiring
institution to shift the
transaction liability to
issuing institution.
The re-
presentment
should be backed
by all relevant
documents
wherever
applicable, as
prescribed in
this manual.


Member requisite
Kindly refer
individual
chargeback
reason codes for
details.
Re- Issuing Re- Issuing institution may 10 calendar
presentment- institution presentment accept the re- days from
acceptance presentment initiated by the re-
the acquiring institution. presentment
processing
date
Pre- Issuing Re- When applicable, the
Arbitration institution presentment issuing institution may
use this message as a
final attempt to mutually
resolve the disputed
transaction before
Arbitration is filed with
RuPay to resolve the
dispute. This message
requests the acquiring
institution to accept the
liability of the disputed
transaction.
Once processed,
a Pre-arbitration
is not allowed to
be withdrawn.


Member requisite
Kindly refer pre-
arbitration
section for
details.
Pre- Acquiring Pre- An acquiring institution Acquiring
Arbitration institution arbitration that receives a pre- institution
acceptance arbitration attempt may must
provide their acceptance. respond
Once processed, within 15
a Pre-arbitration calendar
acceptance is not days
allowed to be following the
withdrawn. Pre-
Kindly refer pre- arbitration
arbitration processing
section for date.
details.
Pre- Acquiring Pre- An acquiring institution An acquiring
Arbitration institution arbitration that receives a pre- institution
decline arbitration attempt may must
provide their decline respond
confirmation. within 15
No response to a calendar
Pre- arbitration days
within specified following the
TAT will be Pre-
deemed arbitration
declined. processing


Member requisite
Once processed, date.
a Pre-arbitration
decline message
is not allowed to
be withdrawn.
On receipt of
pre-arbitration
decline message
issuing
institution may
raise arbitration
case.
Kindly refer pre-
arbitration
section for
details.
Arbitration Issuing Pre- The Issuing institution Issuing
Case Filing institution Arbitration may file an arbitration institution
case to RuPay for a must raise
decision on the dispute. arbitration
RuPay decides request with
which party is RuPay within
responsible for 60 calendar
the disputed days
transaction. The following the
decision by re-
RuPay is final. presentment
date.


Member requisite
Once processed,
arbitration is
allowed to be
withdrawn.
Kindly refer
arbitration
section for
details.
Arbitration Acquiring Arbitration An acquiring institution Within 15
Case- institution that receives an calendar
acceptance arbitration attempt may days from
provide their acceptance. arbitration
received date
Arbitration Acquiring Arbitration Deemed continuation if If no
Case- institution no response from response
continuation acquiring institution received
from the
acquiring
institution
within 15
calendar
days from
arbitration
received date
Arbitration Issuing Arbitration Issuing institution can Within 15
Case- institution withdraw arbitration calendar
withdrawn case days from


Member requisite
arbitration
raising date
Arbitration RuPay Arbitration RuPay Arbitration RuPay
Case-verdict Arbitration Committee will provide Arbitration
Committee ruling on arbitration case Committee
will give
verdict
within 60
calendar
days
following the
arbitration
initiation
date
Pre- Issuing Presentment The initiating member Initiating
compliance institution (either the issuing institution
Or institution or acquiring raising Pre-
Acquiring institution) can raise a compliance
institution pre-compliance case to should
the opposing member for ensure that
A rule violation or they are
dispute that could not be within time
resolved by the above frame to
stages. raise
Once processed, compliance
a Pre-compliance in case of
is not allowed to Pre-
be withdrawn. compliance


Member requisite
Kindly refer pre- decline or no
compliance response
section for from
details. opposing
party
Pre- Issuing Pre- The institution that Receiving
compliance institution compliance receives a pre- institution
acceptance Or compliance attempt may must provide
Acquiring provide their acceptance acceptance
institution confirmation. within 15
Once processed, calendar
a Pre-compliance days
acceptance is not following the
allowed to be Pre-
withdrawn. compliance
Kindly refer pre- receipt date
compliance
section for
details.
Pre- Issuing Pre- The institution that Receiving
compliance institution compliance receives a pre- institution
decline Or compliance attempt may must provide
Acquiring provide decline decline
institution confirmation. confirmation
Once processed, within 15
a Pre-compliance calendar
decline is not days
allowed to be following the


Member requisite
withdrawn. Pre-
On receipt of compliance
pre-compliance receipt date
decline message
counter
institution may
raise compliance
case.
Kindly refer pre-
compliance
section for
details.
Compliance Issuing Pre- When applicable, a Within 365
Case institution compliance member that has no calendar
Or chargeback, re- days
Acquiring presentment, pre- following the
institution arbitration or arbitration transaction
right may use compliance settlement
as a final attempt to file a date
complaint against
another member for
violation of the RuPay
operating regulations.
If the initiating institution

is unsatisfied with the
pre-compliance response
from the opposing


Member requisite
institution, the initiating
institution may appeal to
RuPay to provide a
decision on the disputed
matter.
Once processed,
compliance case
is allowed to be
withdrawn.
Kindly refer
compliance
section for
details.
Compliance Issuing Compliance The institution that Within 15
Case- institution receives a compliance calendar
acceptance Or attempt may provide days from
Acquiring their acceptance compliance
institution confirmation. received
date.
Compliance Issuing Compliance Deemed continuation if If no
Case- institution no response from response
continuation Or receiving institution. received
Acquiring from the
institution compliance
receiving
institution
within 15


Member requisite
calendar
days from
compliance
received date
Compliance Issuing Compliance Initiating institution can Within 15
Case- institution withdraw compliance calendar
withdrawn Or case. days
Acquiring following the
institution compliance
processing
date.
Compliance RuPay Compliance RuPay Compliance RuPay
Case-verdict Compliance Committee will provide Compliance
Committee ruling on compliance Committee
case. will give
verdict
within 60
calendar
days
following the
compliance
processing
date
Bulk Issuing Presentment When applicable, a Within 365
compliance institution member that has no calendar
staging Or chargeback, re- days
Acquiring presentment, pre- following the
institution arbitration or arbitration transaction


Member requisite
right may use compliance settlement
as a final attempt to file a date
complaint against
another member for
violation of the RuPay
operating regulations.
Good-Faith Issuing Presentment This message may be Within 365
institution used by either institution calendar
Or (acquiring / Issuing) to days of
Acquiring request for transaction settlement of
institution funds from the other transaction.
institution in good faith,
if the other options listed
above are not applicable
or available.
Good-Faith Issuing Good-faith The institution that Within 30
attempt institution receives a good faith calendar
acceptance Or attempt may provide days from
Acquiring their acceptance Good faith
Once processed, date
a Good Faith
acceptance is not
allowed to be
withdrawn.
Kindly refer Good
Faith section for
details.


Member requisite
Good-Faith Issuing Good Faith The institution that Within 30
Attempt institution receives a good faith calendar
Decline Or attempt may provide days from
Acquiring their decline Good faith
Once processed, date
a Good Faith
decline is not
allowed to be
withdrawn.
On receipt of
Good Faith
decline message
counter
institution does
not have any
rights to pursue
the case further.
In case of Good
Faith attempt
decline or no
response from
the receiving
institution, the
initiating
member
institution has
no further


Member requisite
recourse
Kindly refer Good
Faith section for
details.
Bulk Good- Issuing Presentment Good-faith allows the Within 365
Faith staging institution member that has no calendar
Or presentment, chargeback, days of
Acquiring re-presentment, settlement of
institution arbitration, or transaction.
compliance right to make
a mutual attempt to
resolve its card members
dispute or any other
transaction related
disputes.

3 Retrieval Request & Retrieval Request Response

Retrieval request is a non-financial message (no transaction related fund transfer takes
place between the member banks) that may be initiated only by issuing institution to
procure successful transaction related documents from the acquiring institution. The
responsibility to respond/fulfill retrieval request lies with the acquiring institution.
3.1 Transaction Information Documentation Retention Period

The acquirer is required to retain a copy of transaction information documents for a
minimum of 13 months from the processing date for transactions
3.2 Retrieval Request Reasons and Reason Codes

Below here are the reason codes for which the issuing institution could raise retrieval
request for a transaction:
Retrieval Request Reason Retrieval Request Reason
Code
Cardholder does not recognize the transaction 1001
Cardholder disputes billed amount 1002
Transaction Supporting Document (TSD) needed for 1003
cardholders personal records expense reporting
For fraud /dispute investigation or legal/ regulatory 1004
issues
Once processed, a retrieval request is not allowed to be reversed.
3.3 Time-lines for Raising Retrieval Request

Issuing institution may raise retrieval request within 180 calendar days of settlement of
transaction.

3.4 Time-lines for fulfilling Retrieval Request

Acquiring institution needs to respond to retrieval request within 30 days of initiation of
retrieval request by using any of the response code mentioned in Section 3.5 and with
applicable valid and legible copy of requested transaction supporting documents.
3.5 Acquiring Institution Responses Options

An acquiring institution that receives a Retrieval Request must provide their stand on
Retrieval Request. The options are
Fulfill the retrieval request with legible and valid documents

Respond with Non-Fulfillment message
No response to Retrieval Request- if no response received within 30 calendar
days from Retrieval Request initiation
Retrieval Request Response Reason Retrieval Request

Response Reason
Code
Non-fulfillment:
Request raised on Incorrect Card Account Number 1041
Request raised on Incorrect Acquirer Reference Data ARD 1042
Acquiring Institution will not fulfill 1043
Possible Reasons:
- Requested documents could not be located
- No Existing Acquiring Relationship with the Merchant.
- Full Credit /Refund/Reversal already processed to
Card account - Acquiring institution must respond
with date (DD/MM/YYYY) of credit/refund/reversal
- Partial Credit /Refund/Reversal already processed to
Card account - Acquiring institution must respond
with date (DD/MM/YYYY) of partial

credit/refund/reversal
Already received chargeback for requested transaction -
Acquiring institution must respond with date (DD/MM/YYYY)
of chargeback
3.5.1 Acquiring institution options after no response to retrieval request

The acquiring institution loses the right of re-presentment, Pre-Compliance or
Compliance if it does not respond to a retrieval request within 30 calendar days of
retrieval request initiation.
3.6 Valid list of retrieval request fulfillment documents

To fulfill the retrieval request the acquiring institution may provide:
3.6.1 For card present transaction

Provide a signed, legible copy of chargeslip for successful POS transactions
3.6.1.1 Minimum data requirement on charge-slip copy

To fulfill a retrieval request, acquiring institution must provide legible copy of charge
slip. The legibility of charge slip is evaluated based on the below data fields.
Data Details Mandatory/Non-

Mandatory
Card Number Last 4 digits of card Mandatory
account number should
be clearly visible on
charge slip copy. The
remaining digits of card
account number should
be masked.
No over writing is
allowed.
Cardholder Name or Cardholder name or Mandatory

Cardholder reference Cardholder reference
number for Instant card number should be
clearly visible on charge
slip copy

No over writing is
allowed
Cardholder Signature Cardholder signature Not Mandatory for PIN
should be clearly visible authorized transaction
on the charge slip copy
Merchant Establishment Merchant Establishment Mandatory-Both details
name and location name should be clearly
visible on charge slip
copy
Merchant Establishment
location should be
clearly visible on charge
slip copy
No over writing is
allowed
Authorization /Approval Authorization /Approval Mandatory
Code code should be clearly
visible on charge slip
copy
No over writing is
allowed
Date of Transaction Date of transaction Mandatory
should be clearly visible
on charge slip copy
No over writing is
allowed
Transaction Amount Total transaction Mandatory
Including Tips if amount should be
applicable clearly visible on charge
Separate details of slip copy
cash amount in Cash amount should be
case of cash at POS clearly visible on charge
or cash-back slip copy, in case of
transaction purchase with cash-back
or cash at POS
transactions
No over writing is
allowed
Terminal ID (TID) Terminal ID (TID) Mandatory
should be clearly visible
on chargeslip copy

3.6.2 For E-Commerce, Card not present transaction
Data Details Mandatory/Non-

Mandatory
Card number Last 4 digits of card account Mandatory
number should be clearly
visible on transaction log
Remaining numbers of the
card could be masked.
Merchant Merchant Establishment Mandatory-Both details
Establishment name name should be clearly
and location visible in the transaction log
Merchant Establishment
location /website address
should be clearly visible in
the transaction log.
Authorization Authorization /Approval code Mandatory
/Approval Code should be clearly visible in
the transaction log
Date of Transaction Date of transaction should be Mandatory
clearly visible in the
transaction log
Transaction Amount Total transaction amount Mandatory
should be clearly visible in
the transaction log
Transaction currency Transaction currency should Mandatory
be clearly visible in the
transaction log
Transaction ID Transaction ID should be Mandatory
clearly visible in the
transaction/ authorization
log
For Mail Order/Telephone Order-Commerce, and Card not present transactions
acquiring institution may provide documents containing these below mentioned details
Cardholder Name
Merchant Establishment Name or Web site Details
Merchant Establishment Location or Web site Details
Authorization Code /Approval Code
Transaction Amount
Card Account Number

Order details including order Reference Number

Courier /shipment/freight booking acknowledgement
Courier /shipment/freight delivery acknowledgement signed by cardholder.
For utility payments, Merchant Establishment certification to prove the utility
company account has been credited for the transaction
In addition to above mentioned documents/ details, member banks authorization
system log with details of transaction is mandatory for E-Commerce transaction. The
member banks authorization system log must provide these details.
3.7 Retrieval Fulfillment Fees

For every retrieval request fulfillment, the acquiring institution receives retrieval
fulfillment fees from issuing institution. The retrieval fulfillment fee is based on tiered
structure depending upon how soon the acquirer responds to retrieval request. RuPay is
responsible for debiting the issuing institution and crediting the acquiring institution for
the applicable retrieval fulfillment fees. Net settlement between the issuer and the
acquirer during the settlement cycle will include any fund transfers related to retrieval
fulfillment.
In case of invalid or illegible retrieval request fulfillment the issuing institution can claim
reversal through fund collection or acquiring institution can initiate fund disbursement
of retrieval fulfillment fees. Additionally issuing institution may raise chargeback on the
disputed transaction.
The following table summarizes the retrieval fulfillment fee structure

Details Institution Amount in INR per
charged- per fulfillment
fulfillment
Fulfillment within 1-10 Issuing As per RuPay Interchange &
calendar days from the date institution Pricing circular issued from
of request received time to time


Non-Fulfillment message Issuing As per RuPay Interchange &
within 1-15 calendar days institution Pricing circular issued from
from the date of request time to time
received
Non-Fulfillment message Issuing As per RuPay Interchange &
within 15-30 calendar days institution Pricing circular issued from
from the date of request time to time
received
3.8 Retrieval Fulfillment Fees Reversal Reason Code

In case of invalid or illegible retrieval request fulfillment the issuing institution can claim
reversal through fund collection or acquiring institution can initiate fund disbursement
of retrieval fulfillment fees.
Activity Reason Fund collection/

disbursement code
Retrieval Fulfillment Fees Invalid or illegible 2008

reversal retrieval request
fulfillment

4 Chargeback
After completion of settlement process between Acquiring Institution and Issuing
Institution, the Issuing Institution may determine that the transaction may be
unacceptable or invalid for any of the reasons specified in this manual by RuPay. The
issuing institution may return the original transaction to acquiring institution as a
chargeback for resolution. Based on the chargeback reason code, the acquiring
institution has rights to represent dispute to the issuing institution. At every chargeback
stage, transaction related fund transfer takes place between issuing and acquiring
institution.
a) The issuing Institution can only initiate the chargeback.

b) RuPay is responsible for debiting/crediting the transaction related funds to the
applicable institution as per the stage of chargeback cycle.
c) The chargeback stage related fund transfer will happen only through transaction
net settlement process and no separate credit or debit will be passed to acquiring
institution or issuing institution respectively.
4.1 Fund Movement Chargeback Stage

Dispute Stage Institution Debited Institution Credited
Chargeback Acquiring Issuing
4.2 Raising a Chargeback

To generate a chargeback, the issuing institution must submit the chargeback message
with the applicable message reason as described in section 14 Chargeback Message
Reason Codes of this Manual.
The issuing institution may raise a chargeback for various reasons. RuPay has
categorized all the chargeback reason codes into 5 different groups as stated below.
4.2.1 Goods and Services Related Issues

1. Credit not processed for cancelled or returned goods and services

2. Goods and services not as described or cardholder received defective goods or

services
3. Paid by alternate means and card account was also billed for the same
transaction
4. Goods or services not provided / Not received - Services were not provided or
goods not received by cardholder
4.2.2 Processing Error Related Issues

1. Transaction not settled within the specified timeframes
2. Credit posted as Debit
3. Transaction Details incorrect -The account number or transaction amount
utilized in the transaction was incorrectly entered
4. Duplicate processing
4.2.3 Copy Request Related Issues

1. Illegible fulfilment
2. Retrieval request not Fulfilled
3. Invalid fulfilment
4. Cardholder does not recognize the transaction
4.2.4 Authorization Related Issues

1. Transaction received declined authorization response
2. Transaction not authorized
3. Transaction was processed with invalid card number and authorization was not
obtained or credit is processed with invalid card number
4.2.5 Fraud Related Issues

1. Fraudulent Card Present Transaction
2. Fraudulent Card Not Present Transaction
3. Fraudulent Multiple transactions
4.3 Chargeback amount

An issuing institution must chargeback for either
a) Transaction amount or Actual billed amount

b) Partial Transaction amount or equal to disputed amount

Hence, under any condition, chargeback cannot be raised for more than transaction
amount or the actual billed amount. It is the issuing institutions responsibility to ensure
that the chargeback is not raised for more than transaction amount or actual billed
amount.
Issuing institution may, however, chargeback a transaction for an amount less than the
transaction amount or the actual billed amount. In case of Partial amount, Chargeback
the Issuing institution must select/populate the partial amount indicator field.
4.4 Time limit applicable for document submission for chargeback

Member institution sending chargeback documentation must submit the same within 5
calendar days of chargeback processing date.
a) Member institution must submit applicable documents via RGCS only.

b) In case of non-receipt of applicable documents within the specified time period,
the other member can counter the dispute.
c) The liability to provide legible copy of the documents lies with the provider
member institution.
4.4.1 Document types

RGCS will support the below document types
a) PDF
b) TIFF
c) JPEG
d) XLS
e) Encryption Extension currently PGP. (Only For File Upload)
4.5 Document naming convention

The document uploaded is linked to the transaction and it will also specify that what
type of document is uploaded along with the sequence number in order to cater to
multiple documents of same type.

4.6 Document size

a) The document uploaded by user as a part of dispute management process
should not exceed 200KB per document.
b) The attached document should be of maximum allowable file size. If allowable
file size is exceeded, then system will consider such records for applicable fee
charges.
c) The user can upload multiple documents.
d) Maximum file size allowable for upload per attachment is 10MB. The system
will reject the file , if the file size exceeds 10MB
4.7 Time limit calculation for Chargeback

The time limit for chargeback is calculated from the transaction settlement date.
4.8 Commencement of Chargeback time limit

The chargeback time limit starts on the calendar day following the transaction
settlement date.
4.9 Stages of chargeback cycle
4.9.1 Chargeback stage-1
Chargeback (for Full or Partial amount)

Initiation member /institution: Issuing institution
Details: Issuing institution initiates a chargeback for the full or partial transaction
amount within the specified time frame applicable to the specific message reason.
Time Lines: Kindly refer respective chargeback reason codes for details.
Remarks: Once processed, a chargeback is not allowed to be reversed.

Chargeback acceptance
Initiation member /institution: Acquiring institution
Acceptance Amount: Chargeback Amount
Details: Acquiring institution may accept the chargeback initiated by the Issuing
institution.
Time Lines: Within 10 calendar days following the chargeback initiation date.
Deemed Acceptance: Any chargeback not re-presented within the specified re-
presentment due date is deemed to be accepted by acquiring institution.
Re-presentment
Initiation member /institution: Acquiring institution
Re-presentment Amount: Full or Partial Amount
Details: Acquiring institution may present the transaction again to the issuing
institution either to correct an earlier defect or to indicate disagreement with the
chargeback raised by the issuing institution.
Time Lines: Within 30 calendar days following the chargeback initiation date.
Re-presentment Documents: The re-presentment should be backed by all relevant

documents wherever applicable and prescribed in this manual.
Kindly refer respective chargeback reason codes in Section 14 for details.

4.10 Refund Chargeback

The refund chargeback is a process through which issuing institution can return the
refund amount to the acquiring institution. Refund Chargeback could be raised for full
or partial amount.
The issuing institution can process refund chargeback for these following conditions
REASON CODE REASON CODE DESCRIPTION
1091 Non-matching Account Number

1092 Duplicate Processing
1093 Credit not processed

5 Re-presentment
Acquiring institution may present the transaction again to the issuing institution either
to correct an earlier transaction processing defect or to indicate disagreement with the
chargeback raised by the Issuing institution. Re-presentment gives rights to the
acquiring institution to shift the transaction liability to issuing institution.
a) The acquiring institution only can initiate re-presentment of the chargeback.

b) Funds transfer takes place between issuing and acquiring institution, as
applicable.
c) RuPay is responsible for debiting/crediting the transaction related funds to the
applicable institution.
d) The re-presentment stage related fund transfer will happen only through
transaction net settlement process and no separate credit or debit will be passed
to acquiring institution or issuing institution respectively.
5.1 Fund Movement Re-presentment Stage

Re-presentment Issuing Acquiring
5.2 Re-presentment Amount

An acquiring institution must process re-presentment for either
a) Chargeback amount
b) Partial chargeback amount
Hence under any condition re-presentment cannot be raised for more than chargeback
amount. It is the acquiring institutions responsibility to ensure that the re-presentment
is not raised for more than chargeback amount.

Acquiring institution may, however, re-present a transaction for an amount less than the
chargeback amount. In case of partial amount re-presentment the acquiring institution
must select/populate the partial amount indicator field.
5.3 Time limit for applicable document submission for Re-presentment

Acquiring institution sending re-presentment documentation must submit the same
within 5 calendar days of re-presentment processing date.
Acquiring institution must submit the applicable documents through RGCS
a) Member institution must submit applicable documents through RGCS only.

b) In case of non-receipt of applicable documents within the specified time period
the other member can counter the dispute.
c) The liability to provide legible copy of the documents lies with the provider
member institution.
5.4 Time limit calculation for Re-presentment

The re-presentment time limit is calculated from the chargeback processing date.
5.5 Re-presentment timelines

30 calendar days from the chargeback processing date
5.6 Re-presentment acceptance

Initiating Member/Institution: Issuing Institution
Re-presentment acceptance amount: Re-presentment Amount
Details: Issuing institution may accept the re-presentment initiated by the Acquiring
institution.
Time Lines: Within 10 calendar days from the re-presentment processing date.

6 Pre-arbitration
When applicable, the issuing institution should use this message as a final attempt to
mutually resolve the disputed transaction before an arbitration is filed with RuPay to
resolve the dispute.
a) It has to be noted that pre-arbitration is a mandatory step before arbitration.
However issuer may raise direct Arbitration in case the Pre-arbitration causes the
Arbitration time frame to lapse.
b) Pre-arbitration can be raised by issuing institution only. Once raised Issuing
Institution should provide 15 days to acquirer to respond. Hence Issuers raising
Pre-arbitration should ensure that they are not out of time frame to raise
Arbitration
c) Pre-arbitration amount has to be equal to or less than the re-presentment
amount.
6.1 Fund Movement Pre-arbitration Stage

There is no fund transfer between the acquirer and the issuer when Pre-arbitration is
raised.
Fund transfer takes place from acquiring institution to issuing institution through net
settlement process only post Pre-arbitration acceptance by Acquiring Institution.

Pre-Arbitration Acquiring Issuing
Acceptance
6.2 Pre-Arbitration Documentation

Issuing institution can raise a Pre-arbitration on a Re-presentment through the RGCS
System and attach the relevant additional documents. Issuing Institution must attach
only additional progressive documents which were not submitted earlier and can
provide additional information to acquiring institution to resolve the issue.

In case of non-receipt of applicable documents the other member can counter the
dispute.
6.3 Pre-Arbitration Amount

An Issuing institution must process Pre-arbitration for either
a) Re-presentment amount
b) Re-presentment partial amount
Hence under any condition Pre-arbitration cannot be raised for more than Re-
presentment amount. It is the Issuing institutions responsibility to ensure that the Pre-
arbitration is not raised for more than Re-presentment amount.
Issuing institution may, however raise Pre-arbitration for an amount less than the Re-
presentment amount. In case of Pre-arbitration is raised for partial amount, the
issuing institution must select/populate the partial amount indicator field.
6.4 Pre-arbitration Response

An acquiring institution that receives a Pre-arbitration attempt must provide their stand
on Pre-arbitration. The options are
a) Accept the Pre-arbitration(for Full or Partial Amount)

b) Decline the Pre-arbitration( for Full amount)
c) No response to Pre-arbitration- if no response received within 15 calendar days
from Pre-arbitration processing date by Acquirer
6.5 Pre-arbitration response timelines

Acquiring institution must respond within 15 calendar days following the Pre-
arbitration processing date.

7 Arbitration
Arbitration process allows RuPay to assign liability to member institution for the
If an Acquiring institution has declined or has not responded (deemed declined) to Pre-
arbitration attempt, and the cardholder is still disputing the transaction, the Issuing
institution may file for Arbitration with RuPay. In Arbitration, RuPay decides which
member institution is liable for the disputed transaction. The decision taken by RuPay is
final and binding on the member institutions.
In arbitration process, RuPay Arbitration Committee reviews all

documentation/information submitted by both member institutions to determine who
has final liability for the transaction.
7.1 Arbitration case filing conditions

An issuing institution has the right to file Arbitration case with RuPay in case of any of
the following:
1. The acquiring institution accepts only the partial Pre-arbitration amount but the
issuing institution is of the opinion that the acquiring institution is liable for the
entire Pre-arbitration amount.
2. The acquiring institution declines the Pre-arbitration attempt and the issuing
institution has sufficient documents to prove the dispute in its favor.
3. The acquiring institution does not respond to the Pre-arbitration attempt within
15 calendar days response timeframe.
4. Issuers may raise a direct Arbitration only if the Pre-arbitration causes the
Arbitration timeframe to expire
7.2 Fee Movement Arbitration Stage

Dispute Stage Institution Debited for Fees
Arbitration Filing Issuing Institution
Arbitration Review Losing Institution

7.3 Arbitration Documentation

The issuing institution can attach previously provided documents through RGCS system
while raising Arbitration.
Additional information or documentation not previously provided to Acquiring

institution must not be included in the arbitration case filing, unless specifically
requested by the RuPay Arbitration Committee.
7.4 Arbitration Amount

An Issuing institution must process Arbitration for any one of the following
a) Pre-arbitration amount
b) Pre-arbitration partial amount
Hence under any condition Arbitration cannot be raised for more than Pre-arbitration
amount. It is the Issuing Institutions responsibility to ensure that the Arbitration is not
raised for more than Pre-arbitration amount.
Issuing institution may, however raise an Arbitration for an amount less than Pre-
arbitration amount. In case of an Arbitration raised for partial amount, the Issuing
institution must select/populate the partial amount indicator field.
7.5 Arbitration timelines

Issuing institution must raise an Arbitration request with RuPay within 60 calendar days
following the Re-presentment date.
Issuer may directly raise Arbitration in case the Pre-arbitration causes the Arbitration
time frame to lapse.
7.6 RuPay Arbitration filing fees

RuPay will charge an Arbitration filing fees to Issuing Institution for per Arbitration
raised. The filing fee will be charged as per the RuPay pricing and Interchange circular

At the time of raising Arbitration, filing fees will be charged to the Issuing institution.
Post favorable verdict the Issuing institution can recover arbitration filing fees from the
Acquiring institution. The member must use following reason codes for Fund collection
Activity Reason Fund collection
Arbitration Filing Fees Arbitration Filing fees 2007

recovery
7.7 RuPay Arbitration Review fees

RuPay will charge Arbitration review fees (per arbitration verdict) to the Member
against whom verdict has been passed. The review fee will be charged as per the RuPay
pricing and Interchange circular issued from time to time.
7.8 Arbitration acceptance financial liability components

RuPay Arbitration Committee can give verdict in below ways:-
By assigning full fees liability to one member institution

By sharing fees liability between member institutions
The financial liability includes
Arbitration amount
Arbitration filing fees
Arbitration review fees

7.9 Arbitration decision financial liability
7.9.1 For Arbitration Amount

Post Arbitration Committee ruling the member bank should initiate fund
collection/disbursement as per the verdict. The member bank initiating the fund
collection/disbursement must clearly mention the Arbitration case Number as reference.
7.9.2 For Arbitration filing fees

RuPay will collect Arbitration filing fees directly from the issuer once it files the
Arbitration case through daily settlement process. The filing fee will be charged as per
the RuPay pricing and Interchange circular issued from time to time.
7.9.3 For Arbitration review fees

Post Arbitration Committee ruling Arbitration case review fee will be charged to the
member who loses the Arbitration case through daily settlement process. The filing fee
will be charged as per the RuPay pricing and Interchange circular issued from time to
time.
7.10 Arbitration case response from Acquiring institution

The acquiring institution may respond to the arbitration case filing within 15 days from
arbitration received date in any of the following ways:
7.10.1 Arbitration Acceptance

Acquiring institution can accept the Arbitration case (Acquiring institution will
take the full financial liability of the transaction). In this case, RuPay will transfer
the Arbitration amount from the acquiring institution to the issuing institution in
the next settlement cycle. In case of Arbitration acceptance, the issuing institution
can recover the filing fees from the acquiring institution.
7.10.2 Arbitration Continuation

Acquiring institution can choose to continue with the case (if acquiring institution
wants RuPay to give verdict on the arbitration case). In this case, no fund transfer

takes place between the members, till the final verdict comes from the RuPay
Arbitration Committee.
If the acquiring institution does not respond to the Arbitration case filing within
15 days from arbitration received date, the case is termed as to continue.
7.11 Arbitration case withdrawal

Issuing Institution can withdraw Arbitration case within 15 calendar days from
Arbitration raise date. Issuing institution cannot withdraw Arbitration case if
1. The case has been accepted by the acquiring institution or

2. The acquiring institution has decided to continue with the case or
3. The time frame for withdrawing the case has lapsed
7.12 Arbitration case withdrawal fees

In case of an Arbitration case withdrawal request raised, RuPay will still collect the
Arbitration filing fees amount from the Issuing Institution.
7.13 Arbitration response timelines

RuPay Arbitration Committee will respond with a verdict within 60 calendar days
following the Arbitration initiation date.
No ruling will be taken by the RuPay Arbitration Committee in the first 15 calendar days
following the Arbitration initiation date, to allow issuing institution to withdraw
Arbitration case or acquiring institution to accept or to continue the Arbitration case.
7.14 Arbitration case verdict

RuPay Arbitration Committee will provide ruling on the case based on the
documentation provided within the chargeback processing cycles. For ruling RuPay will
consider the documents provided by the issuing institution during Chargeback and Pre-

arbitration (if applicable), and the acquiring institution during Re-presentment and Pre-
arbitration response (if applicable).

8 Pre-Compliance
When applicable, a member that has no Chargeback, Re-presentment, Pre-arbitration or
Arbitration right may use Pre-compliance as a final attempt to mutually resolve the
dispute with another member for violation of the RuPay operating regulations, before
Compliance is filed with RuPay to resolve the dispute.
It has to be noted that Pre-compliance is a mandatory step before Compliance.
However direct Compliance may be raised if the Pre-compliance causes the
Compliance time frame to lapse
Pre-compliance can be raised by either the issuing institution or acquiring
institution
Once raised the initiating member has to provide 15 days to the opposing
member to respond. Hence Member Bank initiating Pre-Compliance should
ensure that they are not out of time frame for raising Compliance
The initiating member (either the issuing institution or acquiring institution) can raise a
Pre-compliance case to the opposing member for a rule violation or dispute that could
not be resolved through chargeback cycle.
In circumstances where no applicable message reason code exists to remedy a dispute,

and a financial loss has been documented as a direct result of a rule violation, the
member may attempt to resolve the matter through Pre-compliance procedures.
8.1 Pre-compliance Filing Conditions

A member may file for Pre-compliance if all of the following conditions are true:
1. There was a violation of the RuPay rules or regulations
2. Member has no Chargeback or Re-presentment right. This means that the
violation cannot be remedied using any Chargeback or Re-presentment reason
code
3. The filing member can document a financial loss because of the violation and not
simply assert a violation as a basis for filing the case. In other words, the loss
could have been avoided if the other member or affiliate had followed the rules

No Pre-compliance rights to member, in case the retrieval request was not responded.
8.2 Pre-compliance documents and details

The Pre-compliance attempt must include all of the following:
1. Pre-compliance date (This will be passed to the opposing member automatically
when the pre-compliance is raised through the RGCS System)
2. Specific details about violation of the RuPay rules or regulation
3. Pre-compliance amount
4. All relevant documentation required for case understanding. This should be
provided at the time of raising Pre-compliance.
5. Pre-compliance deadline date
6. Compliance raising date
7. Clear Intimation to other member about Pre-compliance attempt
In case of non-receipt of applicable documents within the specified time period the other
member can counter the dispute.
8.3 Pre-compliance amount

Member institution must process pre-compliance for either
a) Transaction or settlement amount

b) Partial transaction or settlement amount
Hence under any condition pre-compliance cannot be raised for more than transaction
or billed amount. It is the pre-compliance initiating institutions responsibility to ensure
that the pre-compliance is not raised for more than transaction or billed amount.
Initiating institution may, however raise Pre-compliance for an amount less than
transaction or billed amount. In case of partial amount Pre-compliance the initiating

8.4 Pre-compliance response timelines

Receiving institution must respond within 15 calendar days following the Pre-
compliance receipt date
8.5 Pre-compliance Response

Receiving institution that receives a Pre-compliance attempt can provide their
acceptance or decline confirmation. Pre-compliance attempt is deemed declined if no
response is provided to the Pre-compliance attempt within 15 calendar days following
the Pre-compliance receipt date.
Once processed, a Pre-compliance acceptance is not allowed to be withdrawn

Once processed, a Pre-compliance decline is not allowed to be withdrawn
On receipt of Pre-compliance decline message initiating institution may raise
compliance case
Receiving institution has the following 3 options once the pre-compliance is received
1. Accept Pre-compliance (full or partial)

2. Decline Pre-compliance
3. Deemed declined if no response within specified timeframe of 15 calendar days
following the Pre-compliance receipt date
8.5.1 Accept Pre-Compliance (full / partial amount)

The receiving member may choose to accept the Pre-compliance request. If the receiving
member accepts (full/partial) financial liability for the Pre-compliance transaction, the
RGCS System will automatically credit the initiating member by debiting the receiving
member with the accepted (full/partial) amount in the next settlement cycle. Receiving
member must mention the reason of acceptance in the institution member message text.
8.5.2 Decline Pre-Compliance

The receiving institution may choose to decline the pre-compliance request and not
accept financial liability for the disputed transaction. In such a scenario, no fund transfer

between the member institutions will take place. Receiving member must mention the
reason of decline in the institution member message text.
The initiating member will have to file a compliance case with RuPay Compliance
Committee for further resolution, if the member still wants to pursue the issue.
8.5.3 Deemed Declined-No response within specified timeframe

The receiving institution may choose not to respond to the Pre-compliance attempt
within 15 calendar days following the Pre-compliance receipt date. In such scenario the
Pre-compliance is deemed to be declined by receiving institution and no fund transfer
will take place between the member institutions. The initiating member will have to file
a compliance case with RuPay Compliance Committee for further resolution, if member
still wants to pursue the issue.
8.6 Pre-compliance acceptance financial liability

If Pre-compliance receiving institution accepts the pre-compliance, the RGCS System will
automatically credit the initiating member by debiting the receiving member with the
accepted (full/partial) amount in the next settlement cycle.
8.7 Bulk Pre-compliance

RGCS provides option to member banks to raise bulk Pre-compliance against other
member bank. Member should provide details of transactions for which they are raising
Pre-Compliance.

9 Compliance
Pre-compliance is mandatory to raise Compliance. Member bank cannot directly raise
compliance. However direct Compliance may be raised if the Pre-compliance causes the
Compliance time frame to lapse.
If the initiating institution is unsatisfied with the Pre-compliance response from the
opposing member, the initiating member may file Compliance case with RuPay to
provide a decision on the disputed matter.
In circumstances where no applicable message reason code exists to remedy a dispute,

and a financial loss has been documented as a direct result of a rule violation, the
member may attempt to resolve the matter through Compliance procedures.
The RuPay Compliance Committee will decide which member institution is liable for the
disputed transaction. The decision taken by RuPay Compliance Committee is final and
binding on the member institutions.
Compliance can be raised by either the issuing institution or acquiring

institution.
Once processed, Compliance case is allowed to be withdrawn within 15
calendar days of Compliance processing date.
In Compliance process, RuPay Compliance Committee will review all

documentation/information submitted by initiating institution to determine who has
final liability for the transaction.
9.1 Compliance Filing Conditions

A member may file for compliance if all of the following conditions are true:
1. There was a violation of the RuPay rules or regulations.
2. Member has no Chargeback or Re-presentment right. This means that the
violation cannot be remedied using any Chargeback or Re-presentment reason
code.

3. The filing member can document a financial loss because of the violation and not
simply assert a violation as a basis for filing the case. In other words, the loss
could have been avoided if the other member or affiliate had followed the rules.
No Compliance rights to member, in case the Retrieval request raised by issuing

institution was not responded
9.2 Compliance case filing reasons

The Initiating institution has the right to file Compliance case with RuPay in case of any
of the following:
1. The receiving institution accepts only the partial Pre-compliance amount but the
initiating institution is of the opinion that the receiving institution is liable for the
entire Pre-compliance amount.
2. The receiving institution declines the Pre-compliance attempt and the initiating
institution has sufficient documents to prove the dispute in its favor.
3. The receiving institution does not respond to the Pre-compliance attempt within
15 calendar days response timeframe.
9.3 Fund Movement Compliance Stage
Dispute Stage Institution Debited for Fees

Compliance Filing fees Initiating Institution
Compliance Review fees Losing Institution
9.4 Compliance documentation

Initiating institution can raise Compliance on a transaction and can attach the previously
provided documents at the time of Pre-compliance dispute stages.

Additional information or documentation not previously provided to receiving

institution must not be included in the Compliance case filing, unless specifically
requested by the RuPay Compliance Committee.
For direct Compliance cases, the initiating institution may provide information and
documentation supporting their case.
9.5 Compliance amount

Member institution must process Compliance for either
a) Pre-compliance amount
b) Partial pre-compliance amount
Hence under any condition Compliance cannot be raised for more than Pre-compliance
amount. It is the Compliance initiating institutions responsibility to ensure that the
Compliance is not raised for more than Pre-compliance amount.
Initiating institution may, however raise Compliance for an amount less than Pre-
compliance amount. In case Compliance is raised for a partial amount the initiating
9.6 Compliance timelines

Initiating institution may raise Compliance request with RuPay within 365 calendar days
following the transaction settlement date. The 365 days period includes Pre-compliance
cycle time frame
9.7 RuPay compliance filing fees

At the time of raising Compliance, Compliance filing fees is charged to Initiating
institution. The filing fee will be charged as per the RuPay Pricing and Interchange
Circular issued from time to time.

The member can recover compliance filing fees from the other member through Fund
collection method. The member must use following reason codes for Fund collection
Activity Reason Fund collection
Compliance filing Fees Compliance filing fees 2007

recovery
9.8 RuPay compliance review fees

Compliance review fee will be directly debited to the losing institution. The
review fee will be charged as per the RuPay Pricing and Interchange Circular
The institution winning the case can collect the Compliance filing fees and
transaction amount from the acquiring institution through Fund collection
method
The member must use following reason codes for fund collection
Activity Reason Fund collection code
Compliance Filing Compliance Filing fees recovery 2007

Fees
9.9 Compliance Decision financial liability

RuPay Compliance Committee can give verdict
By assigning full fees liability to one member institution

By sharing fees liability between member institutions
The financial liability includes

Compliance amount
Compliance filing fees
Compliance review fees
9.9.1 For Compliance Amount

Post Compliance Committee ruling, member bank should initiate fund
collection/disbursement process as per the verdict. The member bank initiating the fund
collection/disbursement must clearly mention the Compliance Case Number as
reference.
9.9.2 For Compliance filing fees

RuPay will collect Compliance filing fees from initiating member through daily
settlement process.
The initiating member can recover Compliance filing fees from the other member
through fund collection method if the verdict is ruled in its favour.
9.9.3 For compliance review fees

Compliance review fee will be charged to the member who loses the Compliance case
through daily settlement process.
9.10 Compliance case response from receiving institution

The Compliance case receiving institution may respond to the compliance case filing
within 15 days from compliance received date in any of the following ways:
9.10.1 Compliance Acceptance

Receiving institution can accept the Compliance case (receiving institution will
the Compliance amount from the receiving institution to the initiating institution

in the next settlement cycle. In case of Compliance acceptance by the receiving

institution, the raising institution can recover the filing fees from the receiving
institution by way Fund collection.
Activity Reason Fund collection code
Compliance Filing Compliance Filing fees recovery 2007

Fees
9.10.2 Compliance Continuation

Receiving institution can choose to continue with the case (if receiving institution
wants RuPay to give verdict on the compliance case). In this case, no fund transfer
takes place between the members, till the final verdict from the RuPay
Compliance Committee.
If the receiving institution does not respond to the compliance case filing within
15 days from compliance received date, the case is termed as to continue.
9.11 Compliance case withdrawal

Initiating institution can withdraw compliance case within 15 calendar days from
Compliance processing date. Initiating institution cannot withdraw Compliance case if
The case has already been accepted by the receiving institution or
The receiving institution has decided to continue with the case or
The time frame for withdrawing the case has lapsed
In case of Compliance case withdrawal request raised, RuPay will still collect the
Compliance filing fees amount from the initiating institution.
9.12 Compliance response timelines

RuPay Compliance Committee will be responding within 60 calendar days following the
Compliance Initiation Date.

No ruling will be taken by the RuPay Compliance Committee in first 15 calendar days
following the Compliance processing date, to allow initiating institution to withdraw
Compliance case or receiving institution to accept the Compliance case.
9.13 Compliance case verdict

RuPay Compliance Committee will be providing ruling on the case based on the
documentation and details provided during the dispute stages or Direct Compliance.
Post Compliance Committee ruling, the winning institution may collect Compliance
amount from the receiving institution through fees collection method.
9.14 Bulk Compliance

RGCS provides option to member banks to raise bulk Compliance against other member
bank. Member should provide details of transactions for which they are raising
Compliance.

10 Pre-Compliance and Compliance reasons

RuPay expects the case filing members to provide all supporting documentation such as
authorization records, registers, Merchant Establishment documents and member files
(apart from the case specific documentation as specified in each case below) to ensure a
fair decision. The Pre-compliance and Compliance reasons are as below:
10.1 Reason: Amount should not be greater than Original Transaction amount
Reason Code: 3501
A member may file for Compliance if an acquiring institution or Merchant Establishment
charges cardholder greater than the original transaction amount.
10.1.1 Required Documentation:

1. Cardholder letter denying authorizing the billed amount
2. Charge slip copy
10.2 Reason: Additional amount should be less than transaction amount

Reason Code: 3502
processes a Purchase with Cash Back transaction wherein the cash portion is processed
for more than the authorized amount for cash.

Authorization log and presentment record to prove that presentment is raised for more
than the authorised amount
10.3 Reason: Transaction currency code should be same with original transaction
Reason Code: 3503
A member may file for compliance if an acquiring institution or Merchant Establishment
processes a transaction with other than authorized transaction currency code.

Authorization log and presentment record to prove that presentment and authorization are in
different currency

10.4 Reason: BIN/Card Number not valid

Reason Code: 3504
processes a transaction with invalid BIN. This reason code could be used only for Off-line
transactions
10.5 Reason: Card Acceptor Business Code should be from standard table
Reason Code: 3505
A member may file for compliance if Card acceptor business code is not from standard
table (ISO 18245). This reason code could be used only for Off-line transactions
10.6 Reason: Invalid value of POS entry mode

Reason Code: 3506
processes a transaction with invalid value of POS entry mode.
This reason code is applicable only for off-line transactions.
10.7 Reason: Invalid value of POS condition code

Reason Code: 3507
processes a transaction with invalid value of POS condition code.
This reason code is applicable only for off-line transactions.
10.8 Reason: Invalid value of POS data code

Reason Code: 3508

processes a transaction with invalid value of POS data code. This reason code is
applicable only for off-line transactions.
10.9 Reason: Others

Reason Code: 3509
A member may file for Compliance under reason code Others if the opposing member has
violated any rule mentioned in RuPay Operating Regulation and compliance cannot be raised
under any other Reason Code mentioned in this section

10.10 Reason: Unauthorized Signature

Reason Code: 3510
Issuing institution may file for Compliance if a cardholder's account was charged for a
transaction under the following circumstances:
1. Cardholder denies authorizing or participating in the transaction
2. Card that was lost or stolen, and recovered, was used in the disputed transaction
3. The initial of the first name, or the surname of the signature on the Transaction
supporting documents (TSD) is not spelled the same as the one on the card
signature panel
10.10.1 Required Documentation

3. Cardholder letter denying authorization and participation in the transaction
4. Charge slip copy
5. Copy of front and back of recovered card
6. System transaction log to check authorization response
10.11 Reason: Split Transaction

Reason Code: 3511
A member may file for Compliance if a Merchant Establishment tried to avoid obtaining a
single authorization for a transaction by preparing two or more transaction supporting
documents (TSD) (splitting the transaction) and no authorization was obtained for the
combined amount of the transaction supporting documents (TSD) or a Merchant
Establishment received a decline response and split the sale into two or more
transactions in order to obtain an authorization.
To be considered as a split transaction, the separate transaction supporting documents

(TSD) must each contain all of the following:
1. Same card number and expiration date
2. Same transaction date. RuPay considers undated transactions to have the same
date

3. Same Merchant Establishment id

4. Same terminal id
5. Sequential printed numbers. RuPay considers transaction supporting documents
(TSD) without printed numbers to be sequentially numbered.
Required Documentation
1. Original or copy of the transaction supporting documents (TSD)

2. Evidence of attempted authorization for full amount
10.12 Reason: Cardholder Letter Required for Legal Purposes

Reason Code: 3512

requires a signed cardholder letter for legal proceedings, for a law enforcement
investigation, or if required by local law.
Either of the following

1. Evidence that the signed cardholder letter is required for legal proceedings (e.g.,
court order or subpoena)
2. Acquiring institution certification that the signed cardholder letter is required by
local law or for a law enforcement investigation
10.13 Reason: Illegible Fulfillment - Unable to provide legible Transaction

supporting documents (TSD) copy
Reason Code: 3513
A member may file for Compliance if an acquiring institution cannot remedy chargeback
reason Illegible fulfilment because it is not able to provide a legible transaction
supporting documents (TSD) copy because it is physically damaged, due to

circumstances beyond the acquiring institution's or Merchant Establishments control,

such as a natural disaster.
10.14 Reason: Wrong Merchant Establishment Category Code (MCC)

Reason Code: 3514
A member can file for Compliance if acquiring institution has wrongly setup
inappropriate Merchant Establishment Category Code to its Merchant Establishment,
and due to invalid Merchant Establishment category code the issuing institution has
authorized the transaction which otherwise they will have not authorized.
For example: Consider issuing institution has blocked gambling transactions on its card
and has blocked all relevant gambling MCC. However the acquiring institution has
wrongly assigned a non-gambling MCC to one of its gambling Merchant Establishment,
and due to this wrong MCC issuing institution has authorized the transaction. The
issuing institution has compliance right for the transaction.
10.15 Reason: Copy of Transaction supporting documents (TSD) for Legal

Proceeding or Law Enforcement Investigation
Reason Code: 3515
A member may file for Compliance if an Issuing institution or cardholder requires copy
of transaction supporting documents (TSD) for legal proceedings or a law enforcement
investigation, and the retrieval request was made within specified timeframe as per
TATs.

Either of the following
1. Evidence that the Transaction supporting documents (TSD) is required for legal
proceedings (e.g., court order or subpoena)
2. A written statement from the Issuing institution stating that the Transaction
supporting documents (TSD) is required for a law enforcement investigation

10.16 Reason: Improper return and submission of a Funds

Reason Code: 3516
Members can file Compliance against other RuPay members for improper return and
submission of a fee collection message.

11 Good-faith
A Good faith process is an attempt to resolve transactions supported by RuPay Global
Clearing and Settlement System (RGCS). Good-faith allows the member that has no
presentment, chargeback, re-presentment, arbitration, or compliance rights to make an
attempt to mutually resolve its cardholders dispute or any other transaction related
disputes.
RuPay Dispute Management System enables the members to raise Good faith and
respond to the Good faith attempt initiated by the other member.
In Good faith, RuPay does not give any ruling. The decision to accept or reject the good
faith attempt solely lies with receiving institution. In case of Good faith decline by the
receiving institution, no additional rights are left with the initiating institution and
RuPay is not bound to resolve the issue.
Good faith can be raised by either the issuing institution or the acquiring
institution.
In Good faith attempt the member institution has no further recourse to RuPay
11.1 Good faith filing condition

Good-faith allows the member that has no Presentment, Chargeback, Re-presentment,
Arbitration, or Compliance rights to make an attempt to mutually resolve its card
holders dispute or any other transaction related disputes.
Good faith can be raised for full transaction or partial transaction amount.
Receiving institution is not bound to respond to the good faith attempt, but if the
good faith attempt is valid the receiving institution should accept the Good faith.
11.2 Good faith Documentation

Initiating institution can raise good faith on a transaction and can attach any relevant
document to provide valid inputs to receiving institution. Valid details and
documentation will help the receiving institution to reach a conclusion.

11.3 Good faith amount

Initiating institution can process good faith for either
a) Transaction or billed amount
b) Partial amount
Hence under any condition Good faith cannot be raised for more than transaction or
billed amount. It is the good faith initiating institutions responsibility to ensure that the
Good faith is not raised for more than the transaction or billed amount.
Initiating institution may, however raise Good faith for an amount less than the
transaction or billed amount. In case of partial amount the initiating institution must
select/populate the partial amount indicator field.
11.4 Good faith timelines

Initiating institution can raise Good faith request
Within 365 calendar days of settlement of transaction.
Member institution can also raise Good faith for transactions older than 365 directly
with the other Member Banks through off line mode. In off line, mode processing of Good
faith will not be done through RGCS System.
11.5 Good faith case response from receiving institution

The Good faith receiving institution may respond to the good faith attempt within 30
calendar days from good faith received date in any of the following ways:
11.5.1 Acceptance
Receiving institution can accept the good faith attempt (receiving institution will
the good faith attempt amount from the receiving institution to the initiating
institution in the next settlement cycle as stated below


Good Faith Accepting Institution Initiating Institution
11.5.2 Decline
Receiving institution can decline the Good faith attempt, and may respond to
initiating institution with relevant reason and documentations.
11.5.3 No Response
If the receiving institution does not respond to the Good faith attempt within 30
calendar days from good faith attempt date, the case is termed as not accepted.
In case of not accepted, the initiating institution can do the off line follow-up
with the receiving institution to know the status of Good faith attempt. In case
receiving institution is accepting the Good faith attempt through off line mode,
the initiating institution can raise fund collection request on receiving institution.
Alternatively, the receiving institution can transfer the fund to initiating
institution.
11.6 Bulk Good Faith

RGCS provides option to member banks to raise bulk Good Faith against other member
bank. Members should provide details of transactions for which they are raising Good
Faith.

12 Variances to RuPay operating or dispute guidelines

RuPay Strategic Committee may request, amend or revoke variances to the RuPay
operating or dispute guidelines based on business requirements and/or on member
banks request.
12.1 Variance attempt requests

Request for variance must be submitted to the RuPay Strategic Committee for approval.
In case of emergency variance, RuPay Strategic Committee may take decision without
members request.
12.2 Types of Variance requests

RuPay Strategic Committee may grant variance or temporary waiver to the RuPay
operating or dispute guidelines to a particular member based on their request or to
members of a particular region. The emergency variance can be given to specific
location, member or group of members in the event of natural disaster.
12.3 Emergency Variances

RuPay Strategic Committee may grant an emergency variance to a member, group of
members or members of a particular region if the RuPay member(s) cannot abide by the
RuPay operating regulations or dispute guidelines due to conditions beyond its control.
The Emergency variances includes situations such as
Natural calamities
Act of war
Government restrictions
Political turbulence
Breakdown of public infrastructure
12.3.1 Time limit for Emergency Variances

RuPay will communicate timelines to member bank on case to case basis.

13 Purchase with Cash-Back at Point of Sale (POS)/Cash at Point of

Sale (POS)
Purchase with Cash-back transaction is a face to face (Card present) transaction where
the cardholder uses the card for cash back in conjunction with a retail purchase. Cash at
point of sale is a face to face (Card present) transaction where the cardholder uses the
card only for cash disbursement at Point of sale (with retail purchase amount as zero).
Cash-Back below refers to either Purchase with cash-back or cash at point of sale.
13.1 Cash Back Service Requirements

In addition to the requirement mentioned in RuPay operating regulations, a member
that participates in Cash-Back service must comply with all of the following
A Cash-Back transaction must be a domestic transaction
A Cash-Back transaction must be conducted in a Face-to-Face Environment
A Cash-Back transaction must be authorized by the issuer
All Cash-Back transactions submitted to RuPay for authorization must contain
unaltered full track 1 or track 2 data on magnetic stripe
The Issuer must ensure that the Cash-Back Service is only available to the product
types permitted by the Reserve Bank of India (RBI)
The Issuer must ensure that cash-back disbursements do not exceed the RBI-
legislated cash-back limit per card
The cash-back Charge slip must include the amount of the cash-back element of the
transaction as a separate field
13.2 Cash-Back Receipt Requirements

For a Cash-Back transaction, the Charge slip must include the amount of the cash-back
portion of the transaction as a separate field. Hence, the Charge slip will clearly display
the total transaction amount and cash amount separately.

For e.g. for a transaction with purchase amount INR 1,500/- and cash amount INR 500/-,
the transaction slip will display the INR 2,000/- as the total transaction amount and INR
500/- as the cash amount.
13.3 Disputes on Cash-Back portion of the transaction

Issuing institution cannot raise chargeback on cash-back portion of the transaction
under the following chargeback reason codes.
Chargeback Reason Code Chargeback Reason

1061 Credit not processed for cancelled or returned goods
and services
1062 Goods and Services not as described / defective
1063 Paid by alternate means
1064 Goods or Services Not Provided / Not Received
For rest of the chargeback reason codes mentioned in the RuPay Dispute Guidelines,
the chargeback can be raised for the full transaction amount including cash portion of
the cash-back transaction.
13.4 Cash-Back Refund and Disputes on Cash-Back refund portion of the

transaction
.
For the refund of purchase element of the cash-back transaction, the issuing institution
can raise dispute under chargeback reason - Credit not processed for cancelled or
returned goods and services.

14 Chargeback Message Reason Codes

14.1 Goods and Services related issues
14.1.1 Reason Code- 1061
14.1.2 Reason - Credit not processed for cancelled or returned goods and services
14.1.2.1 Overview:
This chargeback arises under the following conditions:
1. When a Merchant Establishment does not process a credit/void for cancelled or
returned goods or services, as agreed upon, by the stipulated date.
2. When a Merchant Establishment does not issue a credit/void receipt for cancelled
or returned goods or services.
14.1.2.2 Retrieval Request:

Not Required
14.1.2.3 Chargeback Time Frame:

120 calendar days
The 120 calendar days/chargeback period is calculated as follows from the following:
1. Date mentioned on the credit/void receipt or on the date the goods were
returned or the services were cancelled (and not the date of the original
transaction).
2. Date of the cardholder letter if credit/void receipt is not dated.
3. Date the Issuing institution received the cardholder letter if both the credit/void
receipt and the cardholder letter are undated.
Notes:
If the cardholder returned the goods or cancelled the services, and the Merchant
Establishment provided the cardholder with a dated credit/void receipt, but did
not post a credit to the cardholders account, the issuing institution must wait 15
calendar days from the date of the credit/void receipt before raising chargeback
on that transaction.

If the cardholder returned the goods or cancelled the services but did not receive
a credit/void receipt or credit from the Merchant Establishment, the issuing
institution must wait 30 calendar days from the date the goods were returned or
services were cancelled before raising chargeback on that transaction.
This 15 or 30 calendar days waiting period gives the Merchant Establishment an
opportunity to process the credit. However this does not apply if waiting period
causes chargeback to exceed chargeback time frame.
If goods were shipped or couriered prior to cancellation of transaction, the
cardholder must return the goods, if received, before raising chargeback.
Cardholder may provide written initiation to the Merchant Establishment
informing return of goods with shipment/ courier/freight details.
In no case shall the chargeback processing time frame exceed120 calendar days
from the central processing date of the presentment.
14.1.2.4 Chargeback amount:

An issuing institution can submit this chargeback for full or partial amount of
transaction.
For a dispute involving returned goods, chargeback amount is limited to the unused
portion of the returned goods.
In case of partial amount, chargeback the issuing institution must select/populate the
partial amount indicator field.
14.1.2.5 Proper Use for Issuing institutions Chargeback

1. Prior to exercising the chargeback right, cardholder must attempt to resolve the
dispute with the Merchant Establishment.
2. Chargeback is valid if a "void" or "cancelled" notation appears on the chargeslip
copy.
3. Chargeback is valid if the Merchant Establishment did not properly disclose or
did disclose, but did not apply a limited return or cancellation policy at the time of

the transaction. The refund policy of Merchant Establishment should be clearly

mentioned on the Merchant Establishment invoice copy or in written
communication exchanged with cardholder.
14.1.2.6 Improper Use for Issuing institutions Chargeback:

1. Disputes regarding the quality of service or the quality of goods
2. If the cardholder is aware of the Merchant Establishments no return/no refund
policy and the Merchant Establishment refuses to issue credit or accept goods, for
return or cancellation of goods or services, this chargeback will not be applicable.
14.1.2.7 Member Message Text:

1. If chargeback condition 1
a. CREDIT NOT PROCESSED
a. MERCHANDISE RETURNED MMDDYYYY
b. MERCHANDISE CANCELLED MMDDYYYY
c. SERVICE CANCELLED MMDDYYYY
14.1.2.8 Supporting Documents:

a. Copy of credit or voided transaction supporting documents (TSD) or
b. Merchant Establishment letter advisement to obtain credit from the
issuing institution via chargeback
a. The issuing institution must supply a written complaint from the
cardholder or an unedited electronic mail (e-mail) message from the
cardholder that must state
i. The Merchant Establishment has not credited the customers
account for goods or services returned or cancelled on the agreed
upon date OR without any specific reasons, the Merchant

Establishment has not credited the full amount of credit which was
due and the credit received was less than the actual credit to be
received
ii. Date the merchandise was cancelled or returned or service
cancelled
iii. Name of courier/shipping/freight company, if applicable
iv. Courier /shipping /freight Invoice/tracking number, if applicable
v. Date Merchant Establishment received returned merchandise, if
applicable
vi. Details of cardholders attempt to resolve the dispute with Merchant
Establishment along with the Merchant Establishments response
(if any).
14.1.2.9 Time line to submit supporting documents by issuing institution:

Issuing institution must provide copy of all relevant documents to acquiring institution
within 5 calendar days from chargeback processing date.
14.1.2.10 Re-presentment Time Frame:

14.1.2.11 Proper Use for Acquiring institutions Re-presentment:

The Acquiring institution can raise a re-presentment in any of the following cases:
1. Credit or reversal was processed.
2. Issuing institution did not meet the applicable chargeback conditions
3. Acquiring institution /Merchant Establishment did not receive the returned
merchandise
4. Acquiring institution can remedy the chargeback
5. Documentation received was illegible
6. Non-receipt of required documentation to support chargeback


a. CRED MMDDYY ARD X..X (23 digits)
b. REVERSAL MMDDYY
a. X..X (Specify the reason)
3. Acquiring institution/Merchant Establishment did not receive the returned
merchandise
a. RETURNED MERCHANDISE NOT RECEIVED
a. RETURN/CANCELLATION POLICY DISCLOSED TO CH
a. DOC RECEIVED ILLEGIBLE
a. NON-RECEIPT OF REQUIRED DOCS
14.1.2.13 Supporting Documents as Applicable

1. If credit or reversal was processed
a. None
a. None
3. Acquiring institution /Merchant Establishment did not receive the returned
merchandise
a. None
a. Charge slip copy, invoice copy or other documents to prove that Merchant
Establishment properly disclosed a limited return or cancellation policy at
the time of the transaction
a. Copy of documentation received


a. None
14.1.2.14 Time line to submit supporting documents by acquiring institution:

Acquiring institution must provide copy of all relevant documents to issuing institution
within 5 calendar days from Re-presentment processing date.

14.1.4 Reason - Goods and services not as described or cardholder received

defective goods or services
14.1.4.1 Overview
This chargeback can be raised under the following conditions:
1. Cardholder returned merchandise or cancelled services that did not match what
was described on the transaction supporting documents (TSD) or other
documentation presented at the time of purchase.
2. The cardholder received goods or services which were damaged or defective or
could not be used for the intended purpose and cardholder returned the damaged
or defective goods to Merchant Establishment.

Not Required

120 calendar days from one of the following:
1. Central processing date of the transaction
2. For merchandise or services provided after the transaction settlement date,
chargeback time frame is calculated from the date the cardholder received the
goods or services.
Note:
If the cardholder returned the goods, the issuing institution must wait 30 calendar days
from the date the goods were returned before submitting a chargeback. This does not
apply, if the waiting period causes the chargeback to exceed 120-calendar day
chargeback time frame.
14.1.4.4 Chargeback Amount:

Chargeback amount is limited to the unused portion of the service or value of the
returned goods.

Chargeback amount must not exceed original transaction amount or disputed amount.
In case of partial amount chargeback the issuing institution must select/populate the
partial amount indicator field.

1. Chargeback is valid if the goods returned are refused by the Merchant
Establishment and Issuing institution can certify details of the refusal.
3. Issuing institution must not initiate a chargeback for disputes regarding Value-
Added Tax (VAT).

1. When proper disclosure of the conditions of the goods is made at the time of the
sale.
2. Proof of shipping the merchandise by customer does not constitute proof of
receipt.

1. For chargeback condition 1.
a. NOT AS DESCRIBED
a. DEFECTIVE MERCHANDISE

cardholder which must state:

i. Documentation stating that the cardholder was engaged in the

transaction and description of goods or services from the Merchant
Establishment.
ii. Documentation on cardholders attempt to resolve the dispute with
Merchant Establishment and Merchant Establishments response.
The cardholder letter must specify the details of the response
received from the Merchant Establishment.
iii. Explanation of what aspects of the goods/service was not as
described.
iv. Proof of courier/shipping/freight of returned merchandise having
details of the date of dispatch, courier/shipping/freight company
name, invoice/tracking number (if available) and date Merchant
Establishment received the merchandise
v. Date cardholder received merchandise or services if the chargeback
timeframe has been calculated from the date of receipt of
goods/services by the cardholder
vi. Proof that Merchant Establishment refused the return of
merchandise if applicable.
vii. Specific documentation from an expert or professional that
supports the cardholders dispute about the level of quality or
misrepresentation described on the original receipt, invoice or
work order. Valid documents are experts opinion on the experts
business letterhead.

cardholder which must state:

i. Documentation stating that the cardholder engaged in the

transaction and a description of goods or services from the
Merchant Establishment.
ii. Explanation on cardholders attempt to resolve with Merchant
Establishment and Merchant Establishments response.
iii. Explanation of what aspect of the goods/services was damaged or
defective.
iv. Proof of courier/shipping/freight of returned merchandise having
details of the date of dispatch, courier/shipping/freight company,
invoice/tracking number (if available) and date Merchant
Establishment received the merchandise
v. Date cardholder received merchandise or services if the chargeback
timeframe has been calculated from the date of receipt of
goods/services by the cardholder
vi. Proof that Merchant Establishment refused the return of
merchandise if applicable.

within 5 calendar days from chargeback processing date

14.1.4.11 Proper Use for Acquiring institutions Re-presentment

1. Credit or reversal was processed
merchandise



b. REVERSAL MMDDYY
a. MERCHANDISE/SERVICE AS DESCRIBED (If applicable)
b. MERCHANDISE/SERVICE NOT DEFECTIVE (If applicable)
c. X..X (Specify the reason)
merchandise
a. RETURNED MERCHANDISE NOT RECEIVED
a. MERCHANDISE/SERVICE REPAIRED OR REPLACED
14.1.4.13 Supporting Documents

a. None
a. Documents to prove that the merchandise or service was correctly
described or the merchandise was not defective or was as per description.
(Merchant Establishment documents that the cardholder signed
acknowledging the goods were received in good condition.)
3. Acquiring institution did not receive the returned merchandise

a. None
a. Document from the Merchant Establishment proving that the goods were
repaired or replaced
b. Merchant Establishment can provide cardholders confirmation letter
confirming goods received as expected
a. None


14.1.6 Reason - Paid by alternate means and Card Account was also billed for the
same transaction
14.1.6.1 Overview:
This chargeback can be raised under the following condition:
1. Goods or Services were received by cardholder, but paid by some other mode of
payment (another card or cash or vouchers or cheque). Still the cardholders card
was also charged for the same transaction. (This chargeback typically occurs
when the cardholder initially submits a card to pay for the transaction, but then
decides to use another mode of payment. The Merchant Establishment then fails
to void the card transaction and settles the card transaction also, in addition to
the payment which was done by other mode.)

Not Required

120 calendar days from the transaction settlement date
14.1.6.4 Proper Use for Issuing institutions Chargeback:

1. Prior to exercising the chargeback right, cardholder must attempt to resolve issue
with Merchant Establishment.
2. Chargeback is valid when the contract reflects that the Merchant Establishment
accepted a voucher issued by a third party as payment of goods or services
rendered, and subsequently billed the cardholder because the Merchant
Establishment was unable to collect payment from the third party.

Chargeback is invalid for the following:

1. Initial payment of a delayed delivery transaction, if the balance payment is not

authorized and the balance was not paid by alternate means
2. If payment for services is made to two different Merchant Establishment and this
payment was not passed from one Merchant Establishment to the other

1. for chargeback condition 1-
Paid by Alternate means XXX (member banks should mention the mode by which the
alternate payment is made)
14.1.6.7 Supporting Documentation:

The issuing institution must supply a written complaint from the cardholder or an
unedited electronic mail (e-mail) message from the cardholder consisting of:
1. Details that states that the amount for the same goods or services debited to the
cardholders account were paid for in some other manner, and that the
cardholder contacted or attempted to contact the Merchant Establishment to
resolve the dispute, and the Merchant Establishment refused to either:
a. Adjust the price
b. Issue a credit
2. Details to establish that payment was made to Merchant Establishment by
alternate means. Examples of such documentation include:
a. Payment by cheque or bank transfer, copy of front and back of a cheque or
bank transfer details
b. For a payment in cash, a cash receipt.
c. For payment using another credit or debit card, a card statement or copy
of statement showing the transaction details.
d. Documentation to prove the payment by any other mean such as vouchers.
3. Explanation on cardholders attempt to resolve the issue with Merchant
Establishment and Merchant Establishments response.


14.1.6.9 Re-presentment Time Frame



b. REVERSAL MMDDYY
a. NOT PAID BY ALTERNATE MEANS (If applicable)
b. X..X (Specify the reason)

a. None
a. Documentation from Merchant Establishment showing two separate
transactions. (If applicable)

b. Documents (other than transaction supporting documents (TSD) to prove

that Merchant Establishment did not receive payment by other means for
the same goods or services.
c. Appropriate Merchant Establishment explanation.
a. None


14.1.8 Reason Code - Goods or services not provided/not received - Services were
not provided or goods not received by cardholder
14.1.8.1 Overview
This chargeback can be raised under any of the following conditions:
1. Merchant Establishment was unable or unwilling to provide goods or services.

2. Cardholder or authorized representative did not receive goods or services at the
agreed upon location or by the agreed upon date.

Not Required
120 calendar days, the 120-day chargeback time frame is calculated from the
central processing date of the presentment.
If goods and services were to be provided after the transaction settlement date,
the 120 calendar days chargeback time frame is calculated from the last date that
the cardholder expected to receive the goods or services.
In cases involving interrupted services, 120 calendar days time frame is
calculated from the date the cardholder becomes aware that the service ceased.
In no case shall the chargeback processing time frame exceed120 calendar days from
the central processing date of the presentment.
Note:
Issuing institution must wait until the specified delivery date has passed before
raising chargeback for the transaction.

Issuing institution must wait for 15 calendar days from the transaction date
before exercising the chargeback right if the delivery or performance date is not
specified.
The issuing institution may chargeback before the due date for the services, if it is
established that the Merchant Establishment will not provide the due services
because it is no longer in business or is bankrupt.
If goods were returned due to late delivery, the Issuing institution must wait at
least for 15 calendar days from the date the cardholder returned or attempted to
return the goods prior to exercising the chargeback right. Does not apply if the
waiting period causes chargeback to exceed chargeback time frame.
14.1.8.4 Chargeback amount

Chargeback amount must not exceed original transaction amount or disputed
amount.
Chargeback should be raised only for the value of goods or services not received.
In case of partial amount chargeback, the Issuing institution must select/populate
the partial amount indicator field.

Prior to exercising the chargeback right, Cardholder must attempt to resolve the
Prior to raising chargeback, if goods were delivered after the agreed upon
delivery date, cardholder must attempt to return the goods.

Chargeback is invalid for any of the following
If the cardholder cancelled goods or service prior to the expected delivery or

service date
If goods are being held by the customs/octroi agency

When the cardholder states that the transaction was fraudulent.

For disputes regarding the quality of goods or service rendered.
A cardholder contracts with third party for delivery of goods, the original
Merchant Establishment is not responsible if the goods are never delivered.
For the initial payment of a delayed delivery transaction when remaining balance
was not paid and Merchant Establishment is willing and able to provide goods or
services
For a No-Show Transaction

Any of the following:
1. SERVICES NOT RENDERED MMDDYY
2. GOODS NOT RECEIVED MMDDYY
14.1.8.8 Supporting Documents as Applicable:

The issuing institution must supply a written complaint from the cardholder or an
unedited electronic mail (e-mail) message from the cardholder that states the
following:
The cardholder engaged in the transaction with the Merchant Establishment and
did not receive the goods or services that were to be provided or did not receive
the goods or services at the agreed upon location or by agreed upon date.
Expected arrival or performance date as conveyed by the Merchant
Establishment.
Location details where goods were expected.
Goods returned date MMDDYY OR Cardholders explanation on attempt to return
the goods where applicable.
Explanation on Cardholders attempt to resolve the dispute with Merchant
Establishment and with details of Merchant Establishments response.

Document proof with delivery information to prove goods were to be delivered at

specified mailing address




b. REVERSAL MMDDYY
a. GOODS/SERVICES DELIVERED AS AGREED (If applicable)
a. MERCHANT ESTABLISHMENT CAN PROVIDE GOODS/SERVICES (if
applicable)


a. None
a. A signed and imprinted charge slip or terminal-generated transaction
supporting documents (TSD), or invoice showing that the cardholder, or a
person that the cardholder authorized, picked up the merchandise. This
documentation proves that the Merchant Establishment did not ship or
deliver the merchandise. (if applicable)
b. Proof that the cardholder received the goods or a person authorized by the
cardholder received the merchandise. For example, the Merchant
Establishment provided proof of delivery (POD) from parcel service. (if
applicable)
c. Written Merchant Establishment rebuttal and proof or waiver form
absolving Merchant Establishment responsibility. (if applicable)
d. Proof the cardholder was properly disclosed of Merchant Establishment
terms and conditions. (if applicable)
e. Documentation proving that the airline tickets were used by the
cardholder or a person or persons that the cardholder authorized (if
applicable)
f. Documentation establishing that the cardholder was issued paper airline
tickets (if applicable)

a. For delayed delivery of services, documentation that the Merchant
Establishment is able to provide the services (for example, documentation
showing that the Merchant Establishment is not out of business)


a. None
Note:
1. Proof of shipping does not constitute proof of receipt

2. If Merchant Establishment has arranged for a third party to handle
delivery of goods, the Merchant Establishment is responsible if the goods
do not arrive
3. If the cardholder has taken possession of goods from the Merchant
Establishment and subsequently makes arrangements to have it delivered
by a third party, the original Merchant Establishment is not responsible if
the goods are not delivered


14.2 Processing Error Related Issues
14.2.2 Reason Transaction not settled within the specified timeframes
14.2.2.1 Overview:
This chargeback arises under the following conditions:
1. The transaction was settled after more than 7 calendar days from transaction
date.
2. Both of the following conditions
Transaction was not processed within required timelines.
The account number was not in good standing on the chargeback
processing date.

Not Required


For chargeback condition
1. Late by more than 7 days

2. ACCT STATUS CODE XX where XX is the code for any of the below
a. Account Closed
b. Account Problem
c. Other Fraud (Lost, stolen)

For Member Message Text (MMT)
1. None

2. Issuing institution confirmation letter about card account status on business

letterhead.




b. REVERSAL MMDDYY
a. For chargeback condition 2 , not received required documents
a. TRANS NOT LATE PRESENTMENT (If applicable)
b. CORRECT TRAN DATE MMDDYY
c. X..X (Specify the reason)


a. None
a. None
a. Charges slip copy with transaction date that disapproves late presentment.
a. None


14.2.4 Reason - Credit posted as Debit
14.2.4.1 Overview:
This chargeback arises under the following condition:
1. A cardholders account has been inaccurately posted with a debit instead of a
credit as a result of an incorrect transaction code or keying error. (For example
the Merchant Establishment posted a credit as a purchase)

Not Required


dispute with the Merchant Establishment
2. The chargeback amount is double the transaction amount when the credit was
posted as debit, to offset the error

Chargeback is invalid:
1. When the sale is processed as a cash disbursement

1. CREDIT POSTED AS DEBIT

None




b. REVERSAL MMDDYY
a. TRANSACTION PROCESSED CORRECTLY

a. None
a. The acquiring institution must provide a copy of the transaction
supporting documents (TSD) as a proof of the retail sale instead of a credit
b. Documentation to prove that credit was processed correctly as credit only


14.2.6 Reason -Transaction details incorrect -The account number or transaction

amount utilized in the transaction was incorrectly entered
14.2.6.1 Overview:
This chargeback arises under any of the following conditions:
1. When the transaction amount is incorrect, OR an addition or transposition error
was made while calculating the transaction amount.
2. The Merchant Establishment changed the transaction amount after the
transaction was completed without the consent of the cardholder.
3. A transaction was processed using an incorrect card account number

Not Required


1. For chargeback condition 1 and 2, chargeback amount is limited to the difference
in the amounts

1. For verbal agreements between a cardholder and a Merchant Establishment if the
agreement is not referenced on the transaction supporting documents (TSD) or
other related documents.
2. A No-Show transaction completed in a card-absent environment.
3. If Merchant Establishment has the right to alter the Transaction supporting
documents (TSD)


1. For Chargeback condition 1
a. TRANSACTION AMT XXXX NOT XXXX
b. ERROR IN AMOUNT
2. For chargeback condition 2
a. ALTERED FROM XXXX AMOUNT TO XXXX AMOUNT
a. INCORRECT ACCT NUMBER

1. For Chargeback condition 1, either of the following
a. Cardholder letter indicating that an incorrect amount was charged
b. A copy of the transaction Supporting Documents (TSD) or other
documentation to confirm the actual amount of the transaction as agreed
to by the cardholder.
2. For chargeback condition 2, either of the following
a. Cardholder letter indicating that an unreasonable amount was charged
b. A copy of the transaction Supporting Documents (TSD) or other
documentation to confirm the actual amount of the transaction as agreed
to by the cardholder
a. None





b. REVERSAL MMDDYY
a. AMOUNT PROCESSED CORRECTLY (if applicable)
b. CHARGE SLIP NOT ALTERED
c. CARDHOLDER AGREED TO ALTERED AMOUNT (if applicable)
d. MERCHANT ESTABLISHMENT PERMITTED OR REQUIRED TO ALTER
AMOUNT (if applicable)
e. ACOUNT NUMBER IS CORRECT (if applicable)
f. XX (specify the reason)

a. None
a. The transaction supporting documents (TSD) or other records to prove
that the amount was processed correctly (if applicable)

b. Document to prove that the transaction supporting documents (TSD) was

not altered (if applicable)
c. Document to prove that cardholder agreed to altered amount (if
applicable)
d. Document to prove that the Merchant Establishment is permitted or
required to alter the transaction amount. (if applicable)
e. Charge slip copy or other records to prove that the account number is
correct (if applicable)
f. Any other supporting document if applicable
a. None

within 5 calendar days from Re-presentment processing date

14.2.8 Reason Duplicate Processing
14.2.8.1 Overview
This chargeback arises when the same transaction is processed more than once.

Not Required

14.2.8.4 Proper Use for issuing institutions chargeback:

The following are the conditions for chargeback:
1. Merchant Establishment name and location, transaction amount and the
transaction date must be the same for identifying a transaction to have been
processed more than once. Chargeback is available if Transaction amounts or
dates are different.
2. The issuing institution is required to initiate the chargeback using acquirer
reference data of duplicate record.

FIRST TRAN DATE MMDDYY, REF X..X (X..X is the 23 digit ARD)

None


14.2.8.8 Proper Use for Acquiring institutions Re-presentment:


b. REVERSAL MMDDYY
a. TWO SEPARATE TRANS (if applicable)
b. XX (specify the reason)

a. None
a. The acquiring institution can provide documentation to support two
separate transactions by providing two different Transaction supporting
documents (TSD) with the same card account number. If two separate
signed or imprinted Transaction supporting documents (TSD) are not
provided, documents should be provided that the transactions were not
for the same goods or services.


14.3 Copy Request Related Issues
14.3.2 Reason - Illegible fulfilment
14.3.2.1 Overview
This chargeback can be raised under the following condition:
Issuing institution received illegible chargeslip copy or documents in response to
retrieval request
14.3.2.2 Retrieval Request Requirement:

Required

120 calendar days from the original transaction settlement date
14.3.2.4 Proper Use of Issuing institutions Chargeback

1. Chargeback is valid if the truncated or disguised card account number details
are illegible.
14.3.2.5 Improper use of Chargeback

1. If credit already received for the disputed transaction

For chargeback
a. RR DATE MMDDYY
b. ILLEGIBLE DATA xx ,xx,.,xx( Replace xx with the codes and specify the
missing or illegible data)

Data Field Value to xx

Card Number 01
Cardholder Name 02
Cardholder Signature 03
Merchant Establishment name and 04
location
Authorization /Approval Code 05
Date of Transaction 06
Transaction Amount-Including Tips if 07
applicable

Copy of documentation received in retrieval request response


14.3.2.10 Proper Use of Acquiring institutions Re-presentment

Re-presentment is valid for any of the following cases.
1. Credit or Reversal was processed by the acquiring institution
14.3.2.11 Member Message Text

1. If credit or reversal was processed by the acquiring institution

a. CRED MMDDYY ARD X...X (23 digits)

b. REVERSAL MMDDYY
a. X...X (Specify the reason)
3. Acquiring institution can remedy the Chargeback
a. Valid transaction supporting document provided at RR Stage
14.3.2.12 Supporting Documentation

a. None
b. None
a. Legible copy of the transaction supporting documents (TSD) needs to be
provided by the acquiring institution


14.3.4 Reason - Retrieval Request not fulfilled
14.3.4.1 Overview
1. Acquiring institution did not fulfil the retrieval request within retrieval request
fulfilment/non-fulfilment timeframe.
2. Acquiring institution responded to retrieval request with the non-fulfilment
message.

Required


1. Issuing institution may raise chargeback only when there is financial loss due to
non-receipt of retrieval documents. No chargeback rights to issuing institution
under chargeback reason code retrieval request not fulfilled, where retrieval
request was raised under reason code 1003 ( for personal record)

Chargeback is not valid if:
1. Issuing institution received a fulfilment within specified time-frame
2. Issuing institution received full credit for the disputed transaction. For partial
credit Chargeback rights to Issuing Institution is allowed only under reason code
Credit not processed


RR Date MMDDYY, RR REFN XXXXXX

None

14.3.4.9 Re-presentment rights to Acquiring Institution:

No re-presentment rights available to acquiring institution if a valid chargeback has been
raised by the issuer under this chargeback reason code

Re-presentment is valid if
1. Valid fulfillment or non-fulfillment message was provided at retrieval request
stage

stage
a. RR RESPONSE MESSAGE XXXX (Fulfillment or Non Fulfillment)
b. RESPONSE DATE MMDDYY

stage
a. Document to prove that valid fulfillment or non-fulfillment message was
provided at retrieval request stage



14.3.5 Reason Code-1103
14.3.6 Reason - Invalid fulfilment
14.3.6.1 Overview
1. Documents provided in response to retrieval request were invalid
2. Retrieval request response code conditions were not fulfilled

Required


1. Chargeback is valid if in the documents provided the truncated card account
number or transaction amount or Merchant Establishment name or Merchant
Establishment location is invalid.
2. Retrieval request fulfilled with response code without fulfilling the conditions.
E.g.: retrieval request responded with reason code- full credit /refund already
processed, but no credit received by issuing institution for the disputed
transaction.

1. For chargeback raised under condition 1
a. Issuing institution has to write the reason as to why the fulfilment is
invalid and which data in the fulfilment is invalid.
2. for chargeback raised under condition 2
a. Issuing institution has to provide details of response code conditions not

fulfilled.


Not Required


1. Credit or Reversal was processed
2. Issuing institution did not meet the applicable chargeback conditions.

b. REVERSAL MMDDYY
a. VALID transaction supporting document (TSD) PROVIDED AT RR STAGE

a. None
a. None
a. Document to prove that valid transaction supporting documents (TSD)
were provided at retrieval request stage



14.3.8 Reason - Cardholder does not recognize the transaction
14.3.8.1 Overview
This chargeback can be raised under following condition:
1. The cardholder does not recognize the transaction appearing on the cardholders
statement. Additional information is required by cardholder in identifying the
transaction.

Required for POS transaction
Not required for E-Com and MOTO transaction

Chargeback can be raised within 120 calendar days from the transaction settlement date

1. Cardholder tried to resolve the dispute with the Merchant Establishment before
the issuing institution raised the chargeback

Chargeback is invalid for any of the following:
1. If the retrieval request was raised with any of the following reasons:
a. For fraud /dispute investigation or
b. For legal or regulatory issues
2. Acquiring institution supplies a fulfillment with all the additional data available
3. Acquiring institution provided evidence of a signature
4. If the cardholder says that the transaction is fraudulent


Issuing institution must identify the data not recognized by the cardholder in the
member message text.
1. CH DOES NOT RECOGNIZE XX where "XX" must be one of the following codes
a. 01=Merchant Establishment Name
b. 02=Merchant Establishment Location
c. 03=Transaction amount
d. 04=Transaction Date
e. 05=Other (must specify)

None


Re-presentment is valid for any of the following cases
1. Credit or Reversal was processed
14.3.8.10 Improper Use of re-presentment:

Re-presentment is invalid for any of the following:
1. Acquiring institution failed to respond to retrieval request within specified time
frame as per TAT or responded with a Non-fulfillment message of Acquiring
institution will not fulfill
2. Acquiring institution provided a fulfillment which does not contain all the
required data elements


b. REVERSAL MMDDYY
a. Document proof of required additional data provided

a. None
a. None
a. Copy of transaction supporting document (TSD) or other document with
additional information or transaction data that was not provided on the
clearing record (if applicable)
b. Detailed description of goods or services that were provided
c. Description of how Merchant Establishment confirmed the Cardholder's
participation, e.g., Cardholder signature, or other verification method


14.4 Authorization Related Issues
14.4.2 Reason - Transaction received declined authorization response
14.4.2.1 Overview
This chargeback can be raised by the issuing institution if the Merchant Establishment
completed a transaction after an authorization request received a decline or pickup
response. Following is the condition for raising this chargeback:
1. Received decline response or pickup response to Authorization request but

Merchant Establishment completed the transaction.

Not Required


1. If proper authorization was obtained later after a decline response was received
for the same purchase transaction
2. If chargeback is raised without checking chip transactions parameters. This
condition is applicable only for offline chip card transaction

AUTH DECLINED MMDDYY


None



b. REVERSAL MMDDYY
a. AUTH DATE MMDDYY CODE X...X
b. TRAN IS MMDDYY NOT MMDDYY

a. None
a. None
a. None

14.4.4 Reason - Transaction not authorized
14.4.4.1 Overview
This chargeback can be raised by the issuing institution under the following conditions:
1. The Merchant Establishment did not obtain proper authorization for the
transaction even though it was required
2. Authorization was obtained using invalid or incorrect data
3. Off line transaction processed on expired card

Not Required


Chargeback is valid in case of any of the following:
1. If authorization was obtained for an amount less than the transaction amount,
chargeback is limited only to the amount that was not authorized.
14.4.4.5 Improper Use of Chargeback

For transaction that takes place at Merchant location where tip is allowed, if the
cardholder adds a tip or gratuity in an amount less than or equal to 20 percent of the
transaction amount then the card acceptor is not required to obtain an authorization
even though the total transaction amount may exceed the card acceptor floor limit

1. For Chargeback Condition 1:
a. NO AUTHORIZATION
b. TRAN EXCEEDS AUTH AMOUNT

2. For Chargeback Condition 2

a. AUTH OBTAINED USING INVALID DATA
3. For Chargeback condition 3

a. CARD EXPIRED MMYY/ OFFLINE TXN PROCESSD.

1. For Chargeback Condition 1 and 2:
a. None


a. Merchant Establishment obtained authorization on the transaction date
b. Merchant Establishment obtained authorization using correct transaction
data
c. Transaction amount is less than or equal to the authorization amount

b. REVERSAL MMDDYY
a. MER OBTAINED AUTH MMDDYY (If applicable)
b. MER OBTAINED AUTH MMDDYY CORR DATA (If applicable)
c. X...X (Specify the reason)


a. AUTH DATE MMDDYY CODE X...X AMT Rs. XXX
b. TRAN IS MMDDYY NOT MMDDYY
c. VALID transaction supporting document (TSD) available
14.4.4.11 4. Supporting Documentation

a. None
a. Member authorization system log
a. None
b. Copy of transaction supporting document (TSD) including signed
chargeslip copy and other document such as authorization log with


14.4.6 Reason Code Transaction was processed with invalid card number and
authorization was not obtained or credit is processed with invalid card
number
14.4.6.1 Overview
This chargeback can be raised by the issuing institution in any of the following
conditions:
1. The transaction did not receive authorization and was processed using an
account number that does not match with any record on the issuing institution's
master data file
2. Credit was processed using an account number that does not match with any
record on the issuing institution's master data file
14.4.6.2 Retrieval Request

Not Required
14.4.6.3 Chargeback Time Frame


a. NO SUCH ACCOUNT NUMBER
a. ACCOUNT CLOSED or
b. ACCOUNT NOT ON FILE

None




b. REVERSAL MMDDYY
a. AUTH DATE MMDDYY CODE X...X
b. VALID transaction supporting document (TSD) available

a. None
a. As applicable
For chargeback condition 1:
a. Legible transaction supporting document (TSD) to prove that the Account

Number was processed correctly (if applicable)
b. Copy of transaction supporting document (TSD) including signed
chargeslip copy and other document such as authorization log with




14.5 Fraud Related Issues
14.5.2 Reason - Fraudulent card present transaction
14.5.2.1 Overview
This chargeback can be raised in any of the following conditions:
1. Cardholder did not authorize or participate in a card-present environment
transaction
2. Fraudulent transaction was completed in a card-present environment using a
fictitious account number or no valid card was issued or outstanding that bears
the account number and no authorization was obtained
3. Cardholder did not authorize or participate in a Card-Present Environment
transaction (with or without PIN) and Card is a Chip Card ( Refer Liability Shift)
and all the below conditions apply
a. Transaction took place at POS Terminal that was not EMV compliant
b. Transaction was not a Fall Back transaction as mentioned in Section 15.6
In case the chargeback is being raised,

1. Issuing institution should close the cardholder account prior to raising the
chargeback.
2. Issuing institution should report the transaction as fraud prior to raising
Chargeback. Members should refer to RuPay fraud Risk Management 1.0 for
reporting transactions as Fraud.

Required



1. Card-absent environment transaction
2. For chargeback condition 1 and 2, a transaction where pin was obtained
3. For chargeback condition 2, if the transaction received an authorization
4. For chargeback condition 3, non EMV card used on EMV terminal

1. For chargeback condition 1:
a. RR DATE MMDDYY, if requested transaction supporting documents (TSD)
not fulfilled
b. CH NOT PRESENT OR AUTHORIZE TRANS
2. For Chargeback Condition 2: One of the following, as applicable:
a. NO SUCH CARD
b. FICTITIOUS ACCOUNT NUMBER
c. RR DATE MMDDYY, if requested Transaction supporting documents (TSD)
not fulfilled
3. For Chargeback Condition 3 :
EMV CARD, NON EMV DEVICE or
PIN PREFERRING CHIP CARD, DEVICE NON PIN COMP

a. Cardholder letter denying authorization or participation in the transaction
or issuing institution certification that the cardholder denies authorization
or participation in the transaction
b. Certification of the date fraud activity was reported through RuPay fraud
management system


a. Cardholder letter denying authorization or participation in the transaction
or issuing institution certification that the cardholder denies authorization
or participation in the transaction

a. In case of PIN preferring card, Issuer certification that the Card was a PIN-
Preferring Chip Card



a. Account was not closed
b. Transaction was not reported as fraud
c. Any other condition not satisfied
14.5.2.10 Improper Use of Acquiring institutions Re-presentment

Re-presentment is invalid if
1. Acquiring institution failed to respond to retrieval request or responded with a
non-fulfillment message Acquiring institution will not fulfill

2. Acquiring institution should not raise a re-presentment if the issuing institution

fails to certify:
a. The account status at the time of transaction
b. Date fraud activity was reported

b. REVERSAL MMDDYY
a. ACCT NOT CLOSED (if applicable)
b. TRANS NOT REPORTED FRAUD (if applicable)
c. TERMINAL EMV PIN COMPL, CARD NON PIN CHIP
d. X...X (Specify the reason)
a. AUTH DATE MMDDYY CODE X...X (if applicable)
b. proper chargeslip can be provided

a. None
a. Acquiring institution must provide information/documentation to support
this claim, such as evidence indicating card account number was not listed
or account was not closed or transactions were not reported as fraud, as
applicable
b. Any other supporting document

a. Proof of legible imprint of transaction in question and a signature or pin

usage


14.5.4 Reason - Fraudulent card not present transaction
14.5.4.1 Overview
The issuing institution can raise this chargeback in case of any of the following
conditions:
1. Cardholder did not authorize or participate in Card Not Present transaction
2. No valid card was issued or outstanding that bears the account number used in a
card-absent environment or a fraudulent transaction was completed in a card-
absent environment using a fictitious account number and no authorization was
obtained.
Note: Issuing Institution will be liable for any Non-Secure E-Commerce transaction
which is approved and subsequently disputed by Cardholder.

Required unless the transaction is one of the following:
1. Mail/Phone Order Transaction
2. Electronic Commerce Transaction


1. The Issuing institution must complete all of the following before raising the
chargeback
a. Close the Cardholder account
b. Issuing institution should report the transaction as fraud prior to raising
Chargeback. Members should refer to RuPay fraud Risk Management 1.0
for reporting transactions as Fraud


1. For chargeback condition 2, for a transaction where an authorization was
obtained
2. For chargeback condition 2, for a transaction where a fictitious account number
was used
3. Transaction authenticated and approved through Rupay Pay secure
14.5.4.6 Message Text:

1. For chargeback condition 1: (any one)
a. RR DATE MMDDYY, if requested transaction supporting documents (TSD)
not fulfilled
a. NO SUCH CARD
b. RR DATE MMDDYY (if requested transaction supporting documents (TSD)
not fulfilled)
c. FICTITIOUS ACCOUNT NUMBER

a. Cardholder letter denying authorization or participation in the
transaction, or certification that cardholder denies authorization or
participation in the transaction
b. Certification of the card status at the time of the transaction (lost, stolen,
counterfeit)
c. Certification of the date fraud activity was reported through RuPay fraud
management system
2. For chargeback Condition 2:

a. None




5. Documentation received was illegible (if applicable)

non-fulfillment message Acquiring institution will not fulfill or provided a
Fulfilment message which does not contain all the required data as specified in
Section 3.5.2
2. The acquiring institution must not represent a transaction because of the failure
by the Issuing institution to certify:
a. Card status at the time of the transaction (lost, stolen, counterfeit)
b. Date fraud activity was reported through RuPay fraud management
system


b. REVERSAL MMDDYY
a. For chargeback condition 1
i. XX(Specify the reason)
b. For chargeback condition 2
i. AUTH DATE MMDDYY CODE X...X (if applicable)

a. None
a. For Chargeback Condition 1, compelling evidence that the cardholder
participated in the transaction
a. Proof of signature to authenticate the transaction
b. For chargeback condition 1, proof that the cardholder participated in the
transaction
a. None


14.5.6 Reason Fraudulent Multiple Transactions
14.5.6.1 Overview
The issuing institution can raise this chargeback under the following conditions:
1. Multiple transactions occurred on a single card at the same Merchant
Establishment outlet without the cardholder's permission.
All of the following should be true before this chargeback is raised by the issuing
institution.
1. All disputed transactions occurred at the same Merchant Establishment outlet.
2. Cardholder acknowledges participating in at least one transaction at the same
Merchant Establishment outlet.
3. Cardholder denies authorizing or participating in the disputed transaction(s).
4. Card was in cardholder's possession at the time of the disputed transaction.

Required


The Issuing institution must initiate fraud reporting, prior raising chargeback under
this reason. Members should refer to RuPay fraud Risk Management 1.0 for reporting
transactions as Fraud

Chargeback is invalid for:
1. Card not present transactions
2. Rupay may consider a Chargeback is invalid for POS Entry Mode 02, 90, 80,
05 or 95 transactions completed more than 15 minutes apart.


1. RR DATE MMDDYY, if requested Transaction supporting documents (TSD) not
fulfilled.

1. Cardholder letter or issuing institution certification that:
a. Cardholder acknowledges participation in at least one transaction
b. Cardholder denies authorizing or participating in the disputed
Transaction(s)
c. Cardholder states that the card was in the cardholder's possession at the
time the disputed transaction(s) occurred
2. If acknowledged transaction was not processed, Issuing institution must supply
the cardholder copy of the Transaction supporting documents (TSD) or must
certify for the same.





6. Transactions were Chip PIN transactions
7. Transactions were Card-Absent Environment Transactions

non-fulfillment message Acquiring institution will not fulfill

b. REVERSAL MMDDYY

a. None
a. Irrefutable evidence to demonstrate the Cardholder participated in the
disputed Transactions
b. Evidence that transactions were card-absent environment (if applicable)

c. Evidence that transactions represent valid delayed or amended charges

for a T&E transaction (if applicable)
a. Indisputable evidence to demonstrate the Cardholder participated in the
a. None

Acquiring institution must provide copy of all the relevant documents to issuing
institution within 5 calendar days from Re-presentment processing date.

15 RuPay Liability Classification

Both the Cardholder and Card must be present for all Chip-initiated transactions.
Transaction should not be processed by any other means when a Chip-initiated
transaction is declined by the Issuer. If the transaction cannot be completed as a chip-
initated transaction then fall-back procedure should be followed
15.1 Liability Classification

The liability shift for the RuPay Network is classified in to:
I. Liability Shift on Two factor authentication for Domestic Debit Card

Transactions
II. Liability shift for EMV Chip Card used on EMV Terminals
III. Liability for EMV Card and non EMV Terminal
IV. Liability for EMV Terminal and non EMV Card
V. Specific provisions for Offline & Key entry transactions
VI. Specific provisions for Fraudulent transactions
15.2 Liability Shift on Two factor authentication for Domestic Debit Card
transactions
For Domestic transactions, Issuer and Acquirers should comply with RBI mandate of two
factor authentication for all domestic transactions done on debit card. The liability shift
will be applicable as below
i. If the PIN only magnetic strip debit card transaction is processed on a magnetic
strip/Chip capable EMV terminal using the PIN provided by the cardholder, then the
issuer will be liable for the transaction and will have no chargeback rights under the
Card-present fraud reason code.
ii. If the PIN only magnetic strip debit card transaction is processed on a magnetic
strip/Chip capable EMV terminal without using the PIN, then the Issuer will be liable for

approving a transaction without PIN. This is applicable for a PIN based / PIN preferred
debit Card for any transaction disputed by the Issuer. No chargeback rights under the
Card-present fraud reason code will be available to the Issuer.
15.3 Liability shift for EMV Chip Card used on EMV Terminals
In case of transactions being disputed as fraudulent by Issuer, the below rules shall be
applicable
Transactions completed in a Card-Present Environment are the liability of the Acquirer

only if all of the following conditions apply
i. The Transaction takes place at a Point-of-Sale Terminal and is completed by

following incorrect acceptance procedures which are not in accordance with
RuPay Specifications
ii. Card is an EMV Chip Card
15.4 Liability shift for EMV Chip Card used on Non EMV Terminals
15.4.1 Conditions
15.4.1.1 Card-Present Transactions

Acquirers Liability - Transactions completed in a Card-Present Environment are the
liability of the Acquirer if all of the following conditions apply
i. The Transaction takes place at a Point-of-Sale Terminal that is not EMV chip
Compliant Device and is completed by following correct acceptance procedures
ii. The Card is a EMV Chip Card
15.5 Liability shift in case for Non EMV Cards used at EMV terminals
15.5.1 Conditions
15.5.1.1 Card-Present Transactions

Issuers Liability - Transactions completed in a Card-Present Environment are the
liability of the Issuer if all of the following conditions apply

i. The Transaction takes place at an EMV Compliant Device
ii. Transaction is completed by the acquirer by following correct acceptance

procedure in accordance with RuPay Specifications or issuer has not followed
RuPay policies while approving a transaction.
15.6 Fall Back Transactions

When a Chip Card is presented at a RuPay Chip enabled terminal, the transaction should
be completed as a Chip Card Transaction. If the transaction cannot be completed in this
manner, the transaction shall fall back to a magnetic stripe transaction and must be
submitted to the Issuer for authorization
The Chip Card transaction may not be completed for reasons like
The Chip Card and the Terminal fails to reach for the completion of the
transaction due to technical problem. Here completion of transaction means
the final decision (approval or decline) taken by the Chip and communicated
successfully to the terminal.
Fall Back transactions will be processed as per the below mentioned requirements:
If the transaction cannot be completed as a Chip Card Transaction, a fall back

to magnetic stripe transaction is allowed
If Chip Fall back procedures are used to obtain an Authorization Response, the
Chip Card Transaction is treated as a standard Card Transaction done through
Magnetic stripe
PIN is mandatory from Acquirer for fall back transactions
Issuers should not approve any transaction without PIN. Issuers will be liable
for transactions approved without PIN.
Fall back transactions must go online for authorization
Fall back transactions must be indicated in the financial request transaction
by setting DE 22 (POS Entry Mode) to 80X

15.6.1 Liability shift for Fall Back Transactions

Acquirers Liability -Transactions accepted as Fallback Transactions are the liability of
the Acquirer if all of the following conditions apply
i. Card is a EMV Compliant Chip Card
ii. One of the following condition occurs
a. Transaction is not authorized by the Issuer or the Issuers authorized

agent
b. Transaction is authorized by the Issuer or the Issuers authorized agent

and the appropriate values identifying the Transaction as a Fallback
Transaction or any of the other data elements required as per the RuPay
EMV requirement, are not included or incorrectly populated within the
related Authorization Message
Issuers Liability - Transactions accepted as Fallback Transactions are the liability of the
Issuer if both of the following conditions apply
i. Card is a EMV Compliant Chip Card
ii. Transaction is authorized by the Issuer or Issuers authorized agent, on

issuers behalf & the appropriate values identifying the Transaction as a
Fallback Transaction are included within the related Authorization Message
and correct acceptance procedures are followed
15.7 Specific Provisions for the Offline & Key Entry Transactions Conditions
Merchant / Acquiring Bank completes a magnetic-stripe or chip transaction with or
without PIN either through magnetic swipe or key entered and the service code
(indicates X2X Positive Authorization) without obtaining authorization from the Issuing
Bank and submits the settlement details directly.
Acquirers Liability no Representment rights for X2X Chargeback dispute

15.8 Specific provisions for fraudulent transactions

If the issuing bank validates the PIN provided by the cardholder during a transaction
using magnetic stripe swipe at POS and PIN, then the issuing bank will be liable for the
fraud types lost, stolen, counterfeit, never received card, account takeover and e-
commerce transactions.

16 ANNEXURES
16.1 Turnaround Times (TATs)
The table below defines the timelines that need to be adhered to while performing an
action (to status) for a transaction.
S. From Status To Status TAT (Days) Deemed Status

No
.
1 Authorization Void Request 7 calendar days NA

from
authorization
date
2 Authorization Presentment 7 from Deemed Late

Authorization presentment (when
date presented between
7 days to 365 days
from authorization
date)
3 Authorization Authorization 7 from

Cancellation Authorization
request date
4 Authorization Authorization 7 from Deemed reject if

Cancellation Cancellation Authorization authorization
request request Date cancellation
acceptance response is not
received
5 Presentment Presentment 365 Case deemed closed

Reversal if no presentment
reversal/refund
within 365 days or
chargeback raised
within 120 days
6 Presentment Refund 365 Case deemed closed

if no presentment


No
.
reversal/refund
within 365 days or
chargeback raised
within 120 days
7 Presentment Retrieval Request 180 NA
8 Retrieval Request Retrieval Request 30 Deemed non-

Fulfillment / Non- Fulfilled
fulfillment
9 Presentment Chargeback 120 Case deemed closed

if no presentment
reversal/refund
within 365 days or
chargeback raised
within 120 days
10 Refund Refund 120 NA

Chargeback
11 Chargeback Chargeback 5 Case deemed closed

document upload if no response to
chargeback within
30 days
12 Chargeback Chargeback 10 from CB date Case deemed closed

Acceptance if no response to
chargeback within
30 days
13 Chargeback Re-presentment 30 Case deemed closed

if no response to
chargeback within
30 days
14 Re-presentment Re-presentment 5 from Re- Case closed if no

document upload presentment response to re-
presentment within


No
.
date 60 days
15 Re-presentment Re-presentment 10 from Re- Case closed if no

Acceptance presentment response to re-
date presentment within
60 days
16 Pre-arbitration Pre-arbitration 15 Deemed declined if

response no response within
15 days
17 Representment Arbitration 60 from Re- Case closed if no

presentment arbitration raised
date within 60 days
18 Arbitration Acquirer 15 from Case closed if

Arbitration Arbitration date accepted, deemed
response continuation if no
(Continuation/Acc response
eptance)
19 Arbitration Arbitration case 15 from NA

withdrawn Arbitration date
20 Presentment Good Faith 365 NA
21 Good Faith Good Faith 30 Deemed declined if

response no response. Case
closed
22 Pre-compliance Pre-compliance 15 Deemed declined if

response(Pre- no response. Case
compliance closed
Acceptance/Conti
nuation by


No
.
Opposing
Member)
23 Presentment Compliance 365 NA
24 Compliance Compliance 15 No response

Response(Complia deemed to
nce continue
Acceptance/Conti
nuation by
Opposing
Member)
25 Compliance Compliance case 15 Case closed

withdrawn( by
initiating Member)
26 SMS Tip & Surcharge 7 from NA

authorization adjustments settlement date
settled
27 SMS Credit adjustment 180 from NA

authorization settlement date
settled
28 SMS Refund 365 from NA

authorization settlement date
29 SMS - Debit adjustment 7 from Deemed Late

authorization settlement date presentment (when
debit adjustment is
raised between 7
days to 30 days
from authorization


No
.
date)
30 Arbitration Fund/Fee 30 from verdict NA

verdict and Collection date
Compliance Disbursement
Verdict

16.2 Forms
CHARGEBACK FORM
MEMBER INFORMATION
Case Reference Number:
Issuing Institution Name: Issuing Institution BIN:

Acquiring Institution Name: Acquiring Institution BIN:
CARDHOLDER INFORMATION
Account Number:
Cardholder Name (optional):
TRANSACTION INFORMATION
Merchant Name: Merchant Location:

Transaction Date (DD/MM/YY): Transaction Processing Date:
Transaction Amount: Disputed Amount:
Acquirer Reference Data (ARD):
Authorization Code:
Retrieval Reference Number (RRN):
CHARGEBACK DETAILS
Chargeback Reason: Chargeback Reason Code:

Details for Raising Chargeback (use an additional sheet if necessary):
MEMBER CONTACT DETAILS
Name: Designation:
Telephone Number: FAX Number:
E-mail: Date:

RE-PRESENTMENT FORM
MEMBER INFORMATION

Account Number:

Authorization Code:
RE-PRESENTMENT DETAILS
Re-Presentment Reason:
Details for Re-Presentment (use an additional sheet if necessary):
DOCUMENTS
List of Documents provided:
1.
2.
3.
Name: Designation:
E-mail: Date:

PRE-ARBITRATION FORM
MEMBER INFORMATION
WW
We are submitting this case to you in an attempt to resolve this matter before making our submission to
RuPay Arbitration Committee.
New Information or documents is being provided YES NO
Account Number Cardholder Name (optional):

Authorization Code:
CHARGEBACK CYCLE DETAILS
First Chargeback Date: Chargeback Reason:

Chargeback Reason Code:
Representment Date: Representment Reason:
Reason for Raising Pre-Arbitration (use an additional sheet if necessary):
If we have not received your response by DD/MM/YY________________, we will file this case directly with the
RuPay Arbitration Committee. Kindly indicate your decision below and reply to this Pre-arbitration attempt.
Kindly contact us for any clarification.
Name: Designation:
E-mail: Date:
RESPONSE FROM MEMBER
Pre-Arbitration Accepted:
Reason for decline: YES NO
Response Prepared by: Designation:

Telephone Number: Fax Number:
E-mail: Date:

PRE-COMPLIANCE FORM
MEMBER INFORMATION

Raising (From) Institution Name: Raising (From) Institution BIN:
Recipient (To) Institution Name: Recipient (To) Institution BIN:
We are submitting this case to you in an attempt to resolve this matter before making our submission to
RuPay Compliance Committee.
Account Number:

Authorization Code:
PRE-COMPLIANCE DETAILS
Rule Violated:
Pre Compliance Reason Code:
Pre Compliance Reason:
Details of Financial Loss:
Details for Raising Pre-Compliance (use an additional sheet if necessary):
If we have not received your response by DD/MM/YY________________, we will file this case directly with the
RuPay Compliance Committee. Kindly indicate your decision below and reply to this Pre-Compliance
Attempt .Kindly contact us for any clarification

Name: Designation:
E-mail: Date:
RESPONSE FROM MEMBER
Pre-Compliance Accepted:
Reason for decline:

E-mail: Date:

ARBITRATION FORM
MEMBER INFORMATION

Account Number:

Authorization Code:
ARBITRATION DETAILS
First Chargeback Date: Chargeback Reason:

Chargeback Reason Code:
Representment Date: Representment Reason:
Pre-Arbitration raising date (If applicable):
Details of Pre-Arbitration and response received (If applicable):
Reason for Raising Arbitration (use an additional sheet if necessary):
1.
2.
3.

Prepared by: Designation:
Authorized by: Designation:

E-mail: Date:

COMPLIANCE FORM
MEMBER INFORMATION

Case submitted by
Account Number:

Authorization Code:
COMPLIANCE DETAILS
Pre-Compliance raising date (If applicable):

Details of Pre-Compliance response received (If applicable):
Rule Violated:
Compliance Reason Code:
Compliance Reason:
Details of Financial Loss:
Reason for raising Compliance (use an additional sheet if necessary):
1.
2.
3.

Prepared by: Designation:
Authorized by: Designation:
E-mail: Date:

GOODFAITH FORM
MEMBER INFORMATION

We are submitting this case to you in an attempt to resolve this matter on Good Faith basis
Account Number:

Authorization Code:
GOOD FAITH DETAILS
Reasons for raising Good Faith (use an additional sheet if necessary):
Name: Designation:

E-mail: Date:
RESPONSE
Good Faith Accepted:
Reason for decline:

E-mail: Date:

16.3 Fund Collection /Disbursement and NPCI Fee Collection /Disbursement

Reason Codes
Fund Collection Reason Codes:-
Reason Code Reason Code Description

2001 Credit Chargeback
2002 Pickup charges
Arbitration Verdict in favour of acquirer and acquirer raised Fund
2003
collection through file
Arbitration Verdict in favour of issuer and issuer raises Fund
2004
collection through file
Compliance Verdict in favour of acquirer and fund collection would
2005
be raised by acquirer
Compliance Verdict in favour of issuer and fund collection would
2006
be raised by issuer through file
2007 Miscellaneous
2008 Retrieval Fulfilment Fees Reversal
Fund Disbursement Reason Codes:-
Reason Code Reason Code Description

2021 Credit Chargeback
2022 Pickup charges
Arbitration Verdict in favour of acquirer and fund disbursement
2023
raised by issuer
Arbitration Verdict in favour of issuer and fund disbursement
2024
raised by acquirer through file
Compliance Verdict in favour of acquirer and fund disbursement
2025
raised by issuer through file
Compliance Verdict in favour of issuer and fund disbursement
2026
raised by acquirer through file
2027 Miscellaneous

NPCI Fee Collection/Disbursement Reason Codes
Reason
Code Reason Code Description
1909 Arbitration Review Fees
1912 Compliance Review Fees
1951 Member Audit Charges
1952 Training Fees
1950 Certification Fees

RuPay Dispute Management Rules and Regulations 2.0

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RuPay Dispute

Management Rules and

A. Objective of the Document ..........................................................................................9

2 Dispute Management Process ................................................................................... 15

3 Retrieval Request & Retrieval Request Response ....................................................... 34

3.6 Valid list of retrieval request fulfillment documents ...................................................... 36

3.7 Retrieval Fulfillment Fees .............................................................................................. 39

National Payments Corporation of India Confidential Page 2 of 164

3.8 Retrieval Fulfillment Fees Reversal Reason Code ........................................................... 40

4.3 Chargeback amount ...................................................................................................... 42

4.5 Document naming convention ...................................................................................... 43

4.10 Refund Chargeback ....................................................................................................... 46

National Payments Corporation of India Confidential Page 3 of 164

6.5 Pre-arbitration response timelines ................................................................................ 50

7.10 Arbitration case response from Acquiring institution ..................................................... 54

7.11 Arbitration case withdrawal .......................................................................................... 55

8.6 Pre-compliance acceptance financial liability ................................................................. 60

National Payments Corporation of India Confidential Page 4 of 164

9.1 Compliance Filing Conditions ........................................................................................ 61

9.10 Compliance case response from receiving institution ..................................................... 65

9.11 Compliance case withdrawal ......................................................................................... 66

10 Pre-Compliance and Compliance reasons ............................................................... 68

10.4 Reason: BIN/Card Number not valid .............................................................................. 69

National Payments Corporation of India Confidential Page 5 of 164

10.10.1 Required Documentation ............................................................................................................ 70

10.11 Reason: Split Transaction .............................................................................................. 70

10.13 Reason: Illegible Fulfillment - Unable to provide legible Transaction supporting

10.16 Reason: Improper return and submission of a Funds ...................................................... 73

11.6 Bulk Good Faith ............................................................................................................ 76

12 Variances to RuPay operating or dispute guidelines ............................................... 77

14 Chargeback Message Reason Codes ....................................................................... 80

National Payments Corporation of India Confidential Page 6 of 164

14.1 Goods and Services related issues ................................................................................. 80

14.2 Processing Error Related Issues ................................................................................... 102

14.3 Copy Request Related Issues ....................................................................................... 113

14.4 Authorization Related Issues ....................................................................................... 125

14.5 Fraud Related Issues ................................................................................................... 133

National Payments Corporation of India Confidential Page 7 of 164

14.5.6 Reason Fraudulent Multiple Transactions .............................................................................. 142

15 RuPay Liability Classification ................................................................................ 146

15.6 Fall Back Transactions ................................................................................................. 148

16 ANNEXURES ...................................................................................................... 151

National Payments Corporation of India Confidential Page 8 of 164

A. Objective of the Document

B. References and Publications

National Payments Corporation of India Confidential Page 9 of 164

1.1 RuPay Global Clearing and Settlement System

1.2 Clearing and Settlement

Point Of Sale (POS)terminals

National Payments Corporation of India Confidential Page 10 of 164

1.3.2. Issuing institution or Acquiring institution that has no Chargeback or Re-

1.4 Benefits of RGCS

National Payments Corporation of India Confidential Page 11 of 164

1.5 Acquirer Responsibilities

1.6 Issuer Responsibilities

1. Receiving all the presentment messages as presented by the acquirer.

National Payments Corporation of India Confidential Page 12 of 164

1.7 Mutual Assistance

1.8 Dispute Processing

1. Only validated files will be allowed for staging.

National Payments Corporation of India Confidential Page 13 of 164

1.9 Pre-Compliance and Pre-Arbitration rights

To raise Arbitration, it is mandatory to raise Pre-Arbitration. Member Banks cannot