Executive Summary
This document covers guidelines that Mosambee merchants need to adhere, to ensure a safe and secure business experience.
Escalation Matrix
| Escalation Level | Name | E-Mail Id | Helpdesk Number | Whatsapp Support | TAT |
| 1 | Help Desk | support@mosambee.com | 022-62280555 | 9867856450 | T+1 |
| 2 | Gulrez Khan/Arti Shukla | gulrez.khan@mosambee.com arti.shukla@mosambee.com | 022-62280555 | 9867856450 | T+2 |
| 3 | Oneil Gonsalves/Mangesh Ghag | oneil.gonsalves@mosambee.com mangesh.ghag@mosambee.com | 022-62280555 | 9867856450 | T+3 |
| 4 | Nilkanth Ingale | nilkanth.ingale@mosambee.com | 022-62280555 | 9867856450 | T+4 |
Figure 1 – Escalation Matrix
Exclusion
None.
Abbreviation
MCC – Merchant category code
PIN – Personal identification number
OTP – One-time password
CVV – Card verification value
POS – point of sale
SFNPL– Synergistic financial Network Pvt. Ltd
Merchant Guidelines
1. Promote and Sell Products Belonging to Your Merchant Category
The goods and services that merchant promote and sell need to be available for purchase through in his outlet. Merchant are not allowed to sell any goods or services which does not fall under his merchant’s category code (MCC).
2. Inform Customers About Your Return and Refund Policy
Add merchant’s return policy information for online and offline purchase to improve the customer experience. Note that, if merchant provides return and refund information, when users buy from merchant outlet, they should be able to access merchant return and refund policy. Make sure that merchant’s return and refund policy is clear and easy to understand along with TAT. Even if merchant don’t offer returns or refunds, the same needs to be stated explicitly.
Policy should explain exactly how you handle returns and refunds, including:
a. What the user is required to do
b. Under what circumstances you offer returns and refunds
c. Timeframe in which you accept returns d. When your user can expect a refund
d. When your user can expect a refund
3. Collect Customers Information Responsibly and Securely
Be careful with the information that merchant collect from customers. Specifically, follow these guidelines:
a. Do not ask for PIN/OTP or sensitive personal information
b. Collect personal information only to the extent which is required for carrying out transaction securely.
c. Don’t disclose the personal / sensitive information to anyone than intended.
d. Any other personal information should not be taken from cardholder unless the same is required by any payment participant.
4. Surcharges
a. Disclose all applicable charges to the Cardholder before the completion of the Transaction.
b. The Cardholder must be given the opportunity to cancel without penalty after the Surcharge is disclosed.
c. Be charged only by the Merchant that provides the goods or services to the Cardholder.
d. The Merchant must not permit a third party to charge a Cardholder a separate or additional amount in respect of the cost of acceptance of the card scheme, but the Merchant may include third-party costs relevant to accepting a Card scheme as part of its Surcharge.
5. Use of a Payment Credential for Service Access Only
Merchant’s use of Payment Credential to provide access to a service must be limited to the generation of a secure, irreversible, and unique access:
a. At the time the service is purchased
b. At the time of purchase, the Merchant must disclose to the Cardholder any restrictions, additional conditions, or customer service policies that may be relevant to the Cardholder’s ability to access the service purchased.
c. Store and reproduce the signature only for the Transaction for which the signature was obtained.
d. Reproduce the signature only if specifically requested in writing from the Acquirer/Aggregator, in response to a valid Retrieval Request.
e. Not request a Card Verification Value (CVV2) from the Cardholder on any written form.
f. Not request a Card Verification Value (CVV2) from the Cardholder for a Card-Present Environment Transaction.
6. Customer Payment Verification
A Merchant must not require a Cardholder to perform Cardholder Verification before the final Transaction amount is entered on the Transaction Receipt or displayed to the Cardholder. A Merchant may only perform Cardholder Verification before displaying the final Transaction amount for any of the following:
a. The Merchant’s POS system automatically calculates the final amount
b. The final amount is displayed and confirmed by the Cardholder before the Merchant submits an Authorization Request
c. A fully itemized Transaction Receipt is offered to the Cardholder
7. Reversals and Adjustments
An Acquirer must process a Reversal for an Online/Offline Financial Transaction if either the:
a. Acquirer, Merchant, or Acceptance Device did not receive an Authorization Response
b. Transaction is subsequently voided or cancelled
A Merchant must not deposit, and an Acquirer must not process, a Transaction that either:
a. Was subsequently reversed for the full amount
b. Represents the amount of the partial Authorization Reversal
c. Member Reversal of Duplicate or Erroneous Data
Note: A Merchant must process a Reversal or an Adjustment within 2-3 calendar days if it processed a Transaction in error.
8. Disputes & Chargebacks
In a card account, a dispute is a situation in which a customer questions the validity of a transaction that was registered to the account. Customers dispute charges for various reasons like including unauthorized charges, excessive charges, failure by the merchant to deliver merchandise, defective merchandise, dissatisfaction with the product(s) or service(s) received, or billing errors.
When a dispute becomes a chargeback, the merchant is automatically liable. That means that if the merchant wants to fight the chargeback and keep their money, Merchant have to provide evidence that the charge was legitimate. If they ignore the chargeback, it will automatically be decided in favor of the cardholder.
9. Customer checkout guidelines
We have a set of policies that merchants need to adhere at the time of customer checkout.
a. Accurate contact information.
The Invoice as well as merchant’s outlet must display sufficient and accurate contact information, including a telephone number and/or email.
b. Secure checkout process.
Payment and transaction processing, as well as collection of any sensitive and financial personal information from the customer, must be conducted over a secure processing server and should not be disclosed to any other party.
c. Billing terms and conditions.
Outlet must provide clear and conspicuous billing terms and conditions.
d. Return policy.
Ensure that customers are completely aware of merchant’s return policy.
10. Other guidelines
The Merchant should comply with the following:
a. Not use his/her own card on the POS and/or any other mode of acceptance of payments including but not limited to Digital POS.
b. Check the genuineness of the Card as per the points mentioned in the Merchant Ready Reckoner
c. Never SPLIT transactions i.e. do not swipe the Card for a lower amount when the terminal has DECLINED the earlier transaction. Never make multiple charge slip for a single transaction.
d. Do not disburse cash against Credit Card / Debit Card / Prepaid Card and Gift Card showing the transaction as ‘SALE’ transaction.
e. If a transaction has to be refunded to the Card account, the process has to happen ‘ONLY’ through the Mosambee. Do not entertain any cash or cheque refunds for Card.
f. Do not give your POS Machine to other users.
g. Do not Accept sensitive credit card data via e-mail or other electronic format (i.e., chat windows)
h. Do not Use the paper roll of the other bank / plain paper roll /expired paper roll
i. Use a customer supportive language.
j. Make sure the product specification you describe before selling meet the actual product specification.
k. Always handover the POS to the customer for entering PIN required for processing the transaction.
l. Never shoulder surface customer at the time of PIN entering.
m. Below mentioned are some of the common traits of suspicious customers
i. Hasty purchases
ii. Large purchases of the same items
iii. Refuses identification and gets angry
iv. Asks merchant to test the Card for small transaction first
v. Asks merchant to split transactions
vi. Shows interest in the working of merchant’s POS and produces multiple Cards