# M2P Fintech ## Documentation # UPI Set PIN issue **How to resolve the UPI set pin issue?** **Step 1:** Check the customer’s contact number provided when setting the UPI pin. * If the entered contact number is incorrect, enter the valid contact number and set the UPI pin. * If the contact number entered is correct, then go to **Step 2**. **Step 2:** Verify the expiry date of the card. If the entered expiry date is incorrect, enter the valid expiry date and set the UPI pin. # Good Faith Chargeback **1.** **What is the option if the customer missed raising the chargeback within 120 days from the transaction date?** Good Faith Chargeback **2.** **In what context Good Faith chargeback can be raised?** The Good Faith chargeback can be raised in an exceptional case, i.e., all the transactions will not undergo Good Faith chargeback. If the amount is huge, and the customer needs to raise the chargeback, then this chargeback can be suggested. **Note:** There is no specific timeframe for the acquirer to respond to a chargeback, and it is not assured that the acquirer can respond. # Airline Transaction **What is the dispute amount for Airline transactions?** Above 25 USD # Physical Kit Despatch Status **How to check the physical kit despatch status?** **Step 1:** Check your email for a despatch report sent by the Card Printing Vendor. **Step 2:** Check the respective kit despatch status in the report. **Step 3:** If the despatch status of the kit is not listed in the report, raise a ticket in the M2P Partner Portal with the necessary details. # Customer Account Balance **How to check the account balance of the customer?** If the customer’s account balance is maintained at the M2P end, below are the steps to be followed: **Step 1:** Log into the Support Portal **Step 2:** Find the customer using any of the parameters, such as Customer ID, Mobile Number, Card Number, etc., under the **Find** **Customer** section for whom the account balance needs to be retrieved. **Step 3:** Based on the search results, the respective customer details will be displayed. **Step 4:** Click the **Fetch** **Balance** button under the **Customer** **Details** section. The **Balance** **Details** dialog box will appear with the customer’s account balance. **Note:** If the customer maintains **n** number of wallets under the same program, the screen will display the balance according to the type of wallet. # Transaction Limit **How to modify the transaction limit of the customer?** **Step 1:** Log into the Support Portal **Step 2:** Find the customer using any of the parameters, such as Customer ID, Mobile Number, Card Number, etc., under the **Find Customer** section for whom the transaction limits are to be viewed. **Step 3:** Based on the search results, the respective customer details will be displayed. **Step 4:** Click the **Modify Daily Transaction Limit** button under the **Customer Details** section. The **Modify Daily Transaction Limit** screen will appear with the payment mode options (ATM, POS, online transaction). **Step 5:** Modify the limits for the required payment mode as per the preferences. # Customer Registration Failure **How to handle customer registration failure?** The customer registration failure results can be handled in two ways mentioned below: **1. Business decline -** If the failure is due to a business decline, refund the fund to the customer. **2. Technical decline -** If the failure is due to a technical issue, retry the transaction after some time. If the issue persists, raise your query in the M2P Partner Portal. # Kit Status (Block/Active/Hold) **How to check the status (Block/Active/Hold) of the kit?** **Step 1:** Check the kit status in the Customer Portal provided by M2P. **Step 2:** If the Portal access/kit status is not available, raise a request to the M2P Partner Portal. # Card Replacement **How to replace the card?** **Step 1:** Log into the Support Portal **Step 2:** Find the customer using any of the parameters, such as Customer ID, Mobile Number, Card Number, etc., under the **Find Custome**r section for whom the card needs to be replaced. **Step 3:** Based on the search results, the respective customer details will be displayed. **Step 4:** Click the **Replace Card** button under the **Customer Details** section. The **Replace Card** dialog box will appear with the Customer ID. **Step 5:** Select the current Kit Number and enter the new Kit Number. **Step 6:** Click the **Replace option**; the old card (Kit Number) will get replaced with the new one. # CKYC Failure **How to handle the error in the CKYC search?** Check the "detailed message" tag to know the exact reason for the failure. • In case of valid declines, please use another method of the KYC (Know Your Customer) process. • In case of technical failure, please raise your query in the M2P Partner Portal for more clarification. # Transaction Status **1.** **What is the TAT period to obtain a refund for international & domestic transactions?** **International** – 15 days from the transaction date. **Domestic** – 5 days from the transaction date. **2.** **How to check the transaction status?** Check the type of transaction - International or Domestic. **If International** - Wait for 15 days from the transaction date. On the 16th day, the customer will be automatically refunded. However, if the refund has not been processed by the end of the 16th day, raise a request in the M2P Partner Portal on the 17th day. **If Domestic**- Wait for 5 days from the transaction date. On the 6th day, the customer will be automatically refunded. However, if the refund has not been processed by the end of the 6th day, raise a request in the M2P Partner Portal on the 7th day. # Customer Kit Details **How to view the Kit details of the customer?** **Step 1:** Log into the Support Portal **Step 2:** Find the customer using any of the parameters, such as Customer ID, Mobile Number, Card Number, etc., under the **Find** **Customer** section for whom the kit details are to be viewed. **Step 3:** Based on the search results, the respective customer details will be displayed. **Step 4:** Click the **View** **Kit** **Details** button under the **Customer Details** section. The **Kit Details** screen will appear. The screen will display the masked card number with the complete card details and the kit number of the customer. # Fund-Related Issues **1.** **What to do if the order gets canceled but the amount is deducted from the cardholder’s account?** Every merchant has its terms and conditions for refund and cancellation of products. The deducted amount can be refunded in any of the following ways: * The amount will be credited to the merchant’s site wallet. No dispute should be raised in this scenario, claiming for a chargeback. * The amount will be credited to the source account (cardholder’s account) within 5 to 7 days. If not, the cardholder can contact the issuing bank to raise a dispute. Then, the issuer can raise a chargeback based on the cardholder's request with the appropriate proof. **2.** **What to do when funds are transferred successfully but the limit is not replenished?** The partner should inform M2P to take necessary action. In case of direct funding via the Business or Corporate Portal, the partner should contact the bank for further assistance. **3.** **How to check if transactions are not reversed online and it is still unsettled?** **Step 1:** Check the reversal transactions available in the Network Transaction Report. **Step 2:** If the transaction is unsettled for the respective corporate/customer wallet, the partner should wait for the 5 calendar days as per the RBI in case of reversal is not received from the merchant for an unsuccessful transaction. If the customer still hasn't received the funds, M2P will initiate the reversal once the TAT is over; otherwise, the partner should contact M2P to initiate reversals. # Transaction related issues **How to check the transaction status?** To check whether the transaction is a success/failure, follow the steps below: **Step 1:** Log in to the Support Portal. **Step 2:** Find the customer using any one of the parameters such as Customer ID, Mobile Number, Card Number, etc., under the **Find** **Customer** section. **Step 3:** Based on the search results, the customer details will be displayed. **Step 4:** To view the transaction status of the respective customer, choose the transaction type (Transaction or Network transaction) from the drop-down list and the date range under the **Transactions** section. **Step 5:** Click the **View** button to obtain the status. **Note:** If unable to find the transaction status, raise your query in the M2P Partner Portal. # Physical Kit Delivery Status **How to check the physical kit delivery status?** **Step 1:** Check your email for the kit despatch status in the tracking ID report shared by the Card Printing Vendor. **Step 2:** If the kit is despatched, fetch the delivery details from the courier Portal; else, follow **steps 3 & 4**. **Step 3:** If the status is unavailable and the kit was despatched under the client account, raise a query with the respective courier partners. **Step 4:** If the kit was despatched under the M2P account, raise a ticket in the M2P Partner Portal. # FD/CIF Creation Failure **How to know the reasons for FD/CIF creation failure?** Check the webhook to know the exact failure response. # Physical Kit Order Priority Delivery/Redirection **What is the procedure to prioritize or redirect the physical kit order?** Raise a ticket in the M2P Partner Portal on the same day to redirect the physical kits to the correct address. If the ticket is raised for the already shared emboss data file, the priority or redirect request will not be accepted. # Dispute related query **What is the procedure to raise a dispute in the statements?** Please reach out to the Operations Team (raise your query in M2P Partner Portal) for dispute-related queries in the statement. # ATM-Related Issues **1.** **What to do when an ATM does not dispense cash, but the amount gets deducted?** **Step 1:** Inform the issuing bank or co-branding partner about such a transaction via the Customer Support Centre or E-mail. **Step 2:** Retain the transaction slip until the issue is resolved, as it details the date and time of the transaction, which are necessary when filing out the complaint form. **2.** **What to do if ATM dispenses only the partial amount rather than the entered amount?** An ATM partial disbursement may occur due to ATM hardware issues or malfunctioning. If the cardholder does not receive proactive credit or reversal from the acquirer, the issuing bank can initiate a chargeback based on the cardholder's complaint. # Arbitration (3rd Level Chargeback) **1.** **What is Arbitration?** It is the third-level chargeback & can be raised if the pre-arbitration is declined. **2.** **What is the TAT for raising the arbitration?** 10 days from the date, the pre-arbitration was declined. **3.** **What is the arbitration charge & who will be charged for it?** Arbitration charge - 500 USD The one (parties involved - partner & bank) who loses will be charged. **4.** **What is arbitration fees?** Card Network charges a certain amount of fee for Case Filing Review for any cases that reach the arbitration stage. It may vary depending on the network. # Chargeback/Fund post/Settlement Issue **1.** **How to find the transaction settlement status or the need to raise a chargeback?** Please raise your query in the M2P Parner Portal for amount-related clarification. **2.** **How to check the balance of all customers under the program?** If the customer’s account balance is maintained at the M2P end, below are the steps to be followed: **Step 1:** Log into the Report Portal. **Step 2:** Go to Customer Reports --> Wallet Balance --> Wallet Balance Report screen will be displayed. **Step 3:** Select the fields with the required details and click Submit. **Step 4:** The report for the balance of all customers will be displayed in the chosen file type. **3.** **How to identify the list of customers registered in a day/time under the program?** **Step 1:** Log into the Report Portal. **Step 2**: Go to Customer Reports --> Wallet Creation --> Wallet Creation Report screen will be displayed. **Step 3:** Select the fields with the required details and click **Submit**. **Step 4:** The report for the number of wallets created under the program will be displayed in the chosen file type. **4.** **How to handle customer registration failure in a prepaid program?** During customer registration, if there is a failure due to a technical decline, retry the process after some time. If the issue persists, raise your query in the M2P Partner Portal for assistance. **5.** **How to obtain the complete details of customer transactions?** Check the webhook to know the exact transaction response. **6.** **How to check the dispute-related transaction status of the customer?** Please raise your query in the M2P Parner Portal for dispute-related transaction status. # Customer Dispute Form **1.** **What is the TAT period for raising a chargeback?** 120 days from the transaction date. **2.** **What is the amount required for disputing a transaction?** The disputed amount should be more than 500 INR to raise a chargeback; otherwise, the request will not be accepted. **3.** **How to initiate a chargeback?** A dispute form will be provided to the customer, who is expected to fill the form with the necessary information and submit it to the bank. **4.** **What are the possible scenarios for declining the chargeback request at the initial stage?** * Missed to raise the chargeback request within 120 days from the transaction date * Dispute amount < 500 INR * Mismatch in the dispute & transaction amount * 16-digit unmasked card number in the dispute form * More than one reason chosen for raising the chargeback * Missing customer signature in the dispute form * Mismatch in the type of transaction and the appropriate reason selected in the dispute form * Failed to give RRNs for recurring transactions # Customer's recent Activities **How to check customer's recent activities?** **Step 1:** Log into the Support Portal. **Step 2:** Find the customer using any of the parameters, such as Customer ID, Mobile Number, Card Number, etc., under the **Find** **Customer** section for whom the recent activities need to be retrieved. **Step 3:** Based on the search results, the respective customer details will be displayed. **Step 4:** Click the **Customer** **Trial** button under the **Customer** **Details** section. The **Customer** **Trial** dialog box will appear. **Step 5:** Choose the date range and click the **View** button. The customer’s recent activities (It can be a pin change, card replacement, transactions performed, block/unblock the card, etc.) will be displayed. **Note:** Results will only be displayed on the screen if the customer is engaged in any activity during the selected time; otherwise, the results will be null. # Pre-Kit Order **1.** **What are the four-format card order table samples?** * Virtual to Physical (Convertible) * Virtual Only (Non-convertible) * Physical Personalized * Physical Non-personalized **2.** **How to place a pre-kit number generation request?** **Step 1:** Raise a request with the Card Operations team via the M2P Partner Portal. **Step 2:** Share the details of the required card format for placing the order. Below are the tables with the mandatory details for the respective card format: ![image.png](https://help.m2pfintech.com/kb/attachment/article/5/inline?token=eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2Iiwib3JnaWQiOiIxNjM5IiwiaXNzIjoiaGVscC5tMnBmaW50ZWNoLmNvbSJ9.9DW3cqeKcm7YXMw0fJWGx5jPNCnEVRhQ7xVJkhSLW6g) ![image.png](https://help.m2pfintech.com/kb/attachment/article/5/inline?token=eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3Iiwib3JnaWQiOiIxNjM5IiwiaXNzIjoiaGVscC5tMnBmaW50ZWNoLmNvbSJ9.epp7IOr-xOYYQhXmdyrufzqYJIfp9zpodC2tCQuq3MI) ![image.png](https://help.m2pfintech.com/kb/attachment/article/5/inline?token=eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4Iiwib3JnaWQiOiIxNjM5IiwiaXNzIjoiaGVscC5tMnBmaW50ZWNoLmNvbSJ9.-tT3l06a69oD-ViV3TPvno_CBGd2YpFXYcExXuCwz-g) ![image.png](https://help.m2pfintech.com/kb/attachment/article/5/inline?token=eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5Iiwib3JnaWQiOiIxNjM5IiwiaXNzIjoiaGVscC5tMnBmaW50ZWNoLmNvbSJ9.VyZ4ImR1K4qNly-kDAQVtZKfVAxJHkLRYUfpC5zx1Ak) # Surcharge **1.** **Can we raise the chargeback for the surcharge amount?** Any surcharge or excess settlement can be raised as chargeback basis regulations of the respective network. **2. Is the surcharge applicable to international transactions?** Yes, the surcharge amount will be calculated for international transactions. **3. How is the surcharge amount different from markup for international transactions?** **Surcharge:** The surcharge amount is an extra charge claimed by the merchant. It is the difference between the authorized transaction amount and the settlement transaction amount. For example, if the transaction amount is 100 and the settlement amount from the network is 103. The surcharge amount is Rs. 3, which needs to be debited from the customer. **Note:** Not all merchants impose surcharges. **Markup:** Markup/fx (forex) is the fee added to the bill/account/wallet when the purchase is made and debited before the settlement. It is the conversion difference that occurs due to currency rate fluctuations. The markup value can be calculated as the difference between the original transaction billing amount and the settlement value. # Account Creation failure - Customer Registration **How to handle the account creation failure during customer registration?** The customer account creation failure can be handled in two ways mentioned below: **1.Business decline** - If the failure is due to a business decline, refund the fund to the customer’s account. **2.Technical decline** - If the failure is due to a technical issue, retry the transaction after some time. If the issue persists, raise your query in the M2P Partner Portal. # Chargeback/Pre-Arbitration Status **1.** **What is the TAT to know the chargeback status (Accepted/Represented)?** 30 days from the day the chargeback is raised. **Note:** * The partner will be notified via e-mail on the up-to-date chargeback status. * In case of chargeback acceptance, the partner will be notified that the customer has been credited with the requested chargeback amount. * In case the chargeback is declined, raise the pre-arbitration request. * If none of the statuses (accepted/represented) happened till the 31st EOD, then raise the chargeback status request on the 32nd day in the M2P Partner Portal. **2**. **What is pre-arbitration?** It is the second-level chargeback & can be raised if the chargeback is declined. **3.** **When to raise the pre-arbitration?** If the chargeback is declined at the first level, raise the pre-arbitration. **4.** **What is the TAT to know the pre-arbitration status?** 30 days from the day the pre-arbitration request was raised. **Note:** * The partner will be notified via e-mail of the up-to-date pre-arbitration status. * In case of pre-arbitration acceptance, the partner will be notified that the customer has been credited with the requested chargeback amount. * If none of the statuses happened (accepted/represented) till the 31st EOD, then raise the pre-arbitration request on the 32nd day in the M2P Partner Portal. # PAN Validation **How to handle the PAN validation failure?** When the PAN (Primary Account Number) validation fails during customer registration, trigger the PAN validation API to request a response to get the customer’s name. Change the name to match the PAN, then retry the registration procedure. # Set PIN through PCI Widget **How to resolve the OTP issue in the set pin through PCI Widget?** Customers are requested to wait for a few seconds after clicking the **Generate** button to receive the OTP (One Time Password) to the registered mobile number. **Note:** If the customer repeatedly clicks the Generate button, multiple OTPs will be generated, and the system will not be able to select the right one, which will result in an error. # Customer Card Preferences **How to change the customer card preferences?** **Step 1:** Log into the Support Portal **Step 2:** Find the customer using any of the parameters, such as Customer ID, Mobile Number, Card Number, etc., under the **Find Customer** section for whom the card preferences need to be modified. **Step 3:** Based on the search results, the respective customer details will be displayed. **Step 4:** Click the **Preferences Tab** button under the **Customer Details** section. The **Preferences** screen will appear with the payment mode options (ATM, POS, ECOM, Contactless, and International). **Step 5:** Enable or disable the required payment mode toggle. The preferences will apply to the customer card in accordance with the modifications made. # Card-Related Issues **1.** **What happens if the card expires?** The M2P system does not permit any loads, expenditures, and balance enquiries on a card that has expired. The available balance can either be transferred to the cardholder’s account at their request, or a new card can be issued. **2.** **Who can load the card?** **End Customer** – Load the card directly by the applicable mode of payment. **Partner (Card Issuer)** – Load the card via API by getting payment from the end customer. **3.** **How to close the card and refund the balance?** **Step 1:** M2P receives a closure request from a partner or bank. **Step 2:** M2P zeroes out the customer's wallet and reverses the amount to the corporate mirror account. **Step 3:** Post confirmation from M2P, the bank will initiate the refund process to the customer’s account. **Step 4:** Once the refund has been processed successfully, the corporate limit will be reduced accordingly. **4.** **What are the minimum and maximum validity of the card?** Minimum Validity – 1 year. Maximum Validity – 5 years. **5.** **What is the difference between Card-Present transaction and a Card-Not-Present transaction?** **Card-Present Transaction:** When credit or debit transactions are conducted in person, with the physical card being swiped, it is referred to as Card-Present (CP) transaction. This type of transaction provides increased security compared to Card-Not-Present transactions, as merchants can view the buyer, the card, and the signature on it. **Card-Not-Present Transaction:** When a credit or debit card transaction is conducted without the physical presence of the card, it is referred to as a Card-Not-Present transaction. This type of transaction typically takes place online or over the phone. This type of transaction is considered less secure as the merchant does not have direct visibility of the card. # Chargeback/Dispute/Refund/ Reversal **1. When is a dispute converted to chargeback?** When a cardholder approaches the issuing bank to file a dispute (that may occur due to unauthorized charges or Failure to deliver the promised merchandise or excessive charges levied by the business) with the appropriate supporting documentation. If the issuing bank determines that the dispute is valid, it has the right to initiate a chargeback. This is the stage where the dispute is converted to chargeback. **2. What is the difference between a valid and an invalid dispute?** **Valid Dispute:** A valid dispute is when the merchant makes an error, such as double-swiping the cardholder’s card at POS or entering the incorrect amount rather than the actual charge for the product, or canceling the order by the cardholder, etc. **Invalid Dispute:** An invalid dispute is when the cardholder has made any mistake (i.e., if the cardholder has shared their card details with someone else) or when the cardholder's bank has committed some mistakes. **3. What is the most common cause for bank chargeback?** * Usage of expired card/account. * Authorization was denied, but the cardholder went with the transaction. * The amount charged to the cardholder differs from the amount shown on the receipt. * The same transaction was processed more than once on the same account. **4. What is the difference between a chargeback and a refund?** **Refund:** Refund comes directly from the merchant proactively. **Chargeback:** A chargeback is a dispute raised by the cardholder to acquiring bank via issuing bank. **5. What is the chargeback cycle?** A chargeback period is a timeframe during which a cardholder can dispute a card transaction with a merchant. The chargeback period varies depending on the payment processor and the transaction type but is typically 120 days from the transaction date, and it is included in the chargeback cycle. **6. Can cardholders directly raise a dispute?** Before raising the dispute, the cardholder can approach the merchant and try to solve the issue between them. However, if the merchant is not responding properly or the cardholder is not satisfied with the merchant’s response, the cardholder can raise a dispute through their issuing bank. **7. Does the cardholder require documentation to raise a dispute?** Yes, certain disputes like cancellation, payment by other means, refund promised by the merchant, merchandise returned, etc., are the documents required to raise a dispute. **8. When can a cardholder raise a partial chargeback?** * A cardholder received or utilized a portion of the services or merchandise. * The cardholder only has an objection to the portion of the purchase. **Eg.** Five of the six items shipped were satisfactory; the chargeback only applies to one unsatisfactory item. * The merchant overcharged the card, and the cardholder only disputes the excess. **9. What is the turnaround time of each stage in the Chargeback cycle for NFS, RuPay, Visa, and MasterCard?** ![image.png](https://help.m2pfintech.com/kb/attachment/article/34/inline?token=eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2Iiwib3JnaWQiOiIxNjM5IiwiaXNzIjoiaGVscC5tMnBmaW50ZWNoLmNvbSJ9.ShTsLkCeVbnbjWm0kYOGKUCUA_r4YAD40ao1MxKvDtE) ![image.png](https://help.m2pfintech.com/kb/attachment/article/34/inline?token=eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4Iiwib3JnaWQiOiIxNjM5IiwiaXNzIjoiaGVscC5tMnBmaW50ZWNoLmNvbSJ9.HL0TGGha7pOfNskeXcwjO1LPILFNYzciDs39ZEun6-c) ![image.png](https://help.m2pfintech.com/kb/attachment/article/34/inline?token=eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5Iiwib3JnaWQiOiIxNjM5IiwiaXNzIjoiaGVscC5tMnBmaW50ZWNoLmNvbSJ9.JppIricorBaCQaHSvJuYHNIaqAiLk-e1dOUu9UE7pR8) ![image.png](https://help.m2pfintech.com/kb/attachment/article/34/inline?token=eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwIiwib3JnaWQiOiIxNjM5IiwiaXNzIjoiaGVscC5tMnBmaW50ZWNoLmNvbSJ9.ifIMbohMtTtfH7jhW8i5QZx-adxTvUddTSP_cmkpmGQ) **10. What is the difference between a refund and a reversal?** **Refund:** A refund is a process where a customer transaction is successful, and the amount is debited from the customer’s account, which the acquirer or merchant subsequently claims as payment in the settlement. The merchant then starts the refund process for the cardholder. Usually, refunds are initiated for the following reasons: * The customer cancels the order fully or partially, and the merchant agrees to refund. * Merchant initiates cash back to the customer. **Reversal:** Reversal is a process where a customer transaction is not successful; however, the amount is debited from the customer’s account, and a reversal is initiated by the merchant/acquirer/network instantly. **11. What to do when a customer reaches for a refund of additional/unknown debit for the same transaction?** In case of any additional debit or credit for the same transaction, it needs to be analyzed, and a chargeback is raised if needed. **12. What is the maximum TAT for the merchant to claim for a settlement process?** * T+30 days for an international settlement process. * T+5 days for all domestic transactions (Visa, Mastercard & Rupay). **Note:** If the network allows the merchant to claim the settlement beyond the TAT, M2P can raise chargeback as late settlement.