NFS Operations

Kindly find the NFS JD .

• For ATM NFS Domestic Issuing Transactions:

1. Within 0 60 days from date of transaction chargeback shall be raised by CPU.
2. Post 60 days from the date of transaction if any customer complaint received then CPU team raise chargeback in NPCI portal under good faith dispute option.
3. Chargeback raised initially by CPU shall be processed within TAT of 5 Days; the chargeback status can be communicated to the customer as accepted or rejected by the acquirer bank through CRM Next request.
4. For chargeback reject cases, if customer intends to pursue further pre-arbitration request shall be raised with TAT of 30 Days from the pre-arbitration request date, request letter for pre-arbitration should be attached with CRMNEXT request.
5. If pre-arbitration claim is not accepted by the acquirer bank, then arbitration request can be raised with customer consent. Consent letter to be attached in the CRMNEXT request and there is no definite time period for verdict as decision is with NPCI.
6. Beyond 60 Days the chargeback shall be raised with acquirer bank on good faith basis with sole discretion of acquirer bank to accept or reject the case the TAT for good faith chargeback is 15 Days.
7. In case any domestic ATM transaction settlement received from Visa and Master card then CPU team will send a email to NPCI for ATM domestic transaction settlement receiving from Visa and Master card instead of NFS.
8. Good faith Chargeback NFS – If the customer approach the bank after 60 days of transaction, then bank can lodge the chargeback request on good-faith basis to the acquirer bank where the sole discretion of the case is with the acquirer bank either to accept the chargeback or reject. The acquirer bank has 15 days TAT for investigation of good faith chargeback raised by the issuer bank.
9. In case of good faith chargeback represent or rejected by acquirer bank then acquirer bank need to be submit CCTV image, Cash Balance Report, Switch logs and EJ for disputed transactions. If goodfaith

   transaction

   accepted by acquirer bank then issuer bank will receive credit from the date of transaction till disputed accepted with harmonization TAT. The issuer bank will credit complete amount with penalty in customer account.

• For NFS Domestic Acquiring Transactions:

1. Dispute check on NPCI for  incoming disputes (Chargeback) 
2. Dispute management team send the dispute transaction details to ATM respective MSP (Manage Service Provider) to investigate and provide necessary evidence for chargeback.
3. MSP recon team sharing the EJ logs and provide the transaction status as per reconciliation at MSP end.
4. If any Dispute accepted from MSP then Transaction reconciliation unit recover the amount from vendor account basis on their confirmation through TTUM processing in Finacle.