Dispute Resolution & Chargeback Procedures
Digital payments may involve transaction disputes due to processing errors, fraud, non-delivery of goods, or merchant issues. EPSPs and merchant acquirers must establish structured dispute resolution and chargeback procedures to safeguard consumers, protect merchants, and maintain market trust. Dispute handling is also a supervisory requirement under consumer protection mandates.
Dispute Scenarios
- Unauthorized transactions
- Incorrect transaction amounts
- Non-delivery or defective goods/services
- Merchant refund disputes
- Processing or settlement errors
Chargeback & Resolution Requirements
- Defined timelines for dispute submission and processing
- Documentation requirements for claim validity
- Notice mechanisms for merchants and customers
- Final resolution and remediation processes
CBI compliance
- Maintain written dispute and chargeback policies
- Provide accessible customer support channels
- Report patterns of disputes and complaints
- Track resolution metrics for supervisory review
How Etihad Can Assist
Etihad provides legal and regulatory advisory services to banks, financial institutions, and businesses, supporting compliance with applicable laws, regulations, and regulatory guidance issued by any competent authorities.