Introduction

This documentation serves as a comprehensive guide to help you understand the procedures for initiating, managing, and resolving disputes for SAN services.

Glossary

Status

• Pending for Manager Approval: This is the dispute status when the Initiator Bank Member creates and submits a dispute for manager approval.
• Declined: This is the dispute status when the Initiator Bank Manager rejects a dispute and sends it back to the Initiator Bank Member for resubmission or cancellation.
• Cancelled: This is the dispute status when an Initiator Bank Member cancels a dispute following a rejection from the Initiator Bank Manager.
• New Dispute: This is the dispute status when the Initiator Bank Manager approves a dispute and sends it to the Cross Bank for Cross Bank Member's review.
• Accepted (Pending for Manager Approval): This is the dispute status when the Cross Bank Member approves a dispute after an investigation and sends it to the Cross Bank Manager for approval or rejection.
• Rejected (Pending for Manager Approval): This is the dispute status when the Cross Bank Member rejects a dispute after an investigation and sends it to the Cross Bank Manager for approval or rejection.
• Under Investigation: This is the dispute status when the Cross Bank Manager rejects a dispute and returns it to the Cross Bank Member for review.
• Completed - Acknowledge Accepted Status: This is the dispute status when the Cross Bank Manager approves the acceptance of the dispute.
• Completed - Acknowledge Reject Status: This is the dispute status when the Cross Bank Manager approves the rejection from the Cross Bank Member.

Role

• Cross Bank Member: The individual from the receiving bank (cross bank) who evaluates or accepts a dispute for manager approval.
• Cross Bank Manager: The manager at the receiving bank (cross bank) who makes the final decision to approve or reject a dispute submitted by the Cross Bank Member.
• Initiator Bank Manager: The individual from the initiating bank who reviews, approves or rejects disputes submitted by the Initiator Bank Member.
• Initiator Bank Member: The individual from the initiating bank who submits a dispute for manager approval.

Single Dispute Case Creation SAN (Initiator Bank Member)

Step 1: Navigate to the SAN tab

Log in to OSP and navigate to Transactions > SAN, then provide the following:

-Card No. (required)

-Transaction Date (required)

-Sequence No. (optional)

-Terminal ID (optional)

Step 2: Select the dispute case

Click Search, look for the transaction result, and click on the row to show more details.

Clicking on the row expands it with more details. Click Raise Dispute to start the process.

If the Raise Dispute button is grayed out, it means the dispute has already been raised for that transaction or it's a declined transaction.

Step 3: Create the dispute

Once you click Raise Dispute, a dispute form will be reflected. Fill in the transaction details and click Create Dispute. The following details are required:

- Dispute Type

- Original Card Number

A dispute can only be raised within 180 days from the transaction date.

You can attach a file to add dispute references or evidence.

 

Step 4: Status change to Pending for Manager Approval

Once a dispute is submitted, the initiator bank member will be directed to the dispute details page, and the dispute status will be updated to Pending for Manager Approval.

 

 

Dispute creation will require a manager’s approval from the initiator’s bank. An email will be sent to notify the manager from portal-noreply@paynet.my.

Single Dispute Case Approval (Initiator Bank Manager)

 

 

Step 1: Search for the dispute case

When a dispute is created, the Initiator Bank Manager must approve it. All pending disputes will appear under the Approval tab. Alternatively, the Initiator Bank Manager can go to Dispute Management, and search the case using a dispute Reference Number from the email.

The reference number format is: SAN[DDMMYYYY]XXXXXX (e.g., SAN11122024000046).

 

Step 2: Review the dispute case details

Click on the dispute case to view details. Review all information and proceed to Approve or Reject the case.

 

 

You can easily approve multiple dispute cases by selecting specific dispute cases under the Dispute Management tab, then scroll down and click Approve.

 

 

If the Initiator Bank Manager rejects the dispute, they have to provide rejection remarks to proceed, the status will then change to Declined and it will return to the Initiator Bank member under the Active tab. The Initiator Bank Member can then either Resubmit or Cancel the dispute.

 

 

Step 3: Status change to New Dispute

Upon approval by the Initiator Bank Manager, the dispute status will change to New Dispute. This will be forwarded to the Cross Bank for acceptance.

 

 

New Dispute Case Acceptance (Cross Bank Member)

Step 1: Search for the dispute case

To accept and close a dispute, the Cross Bank Member must approve the case. All pending disputes will appear under the Approval tab. Alternatively, the Cross Bank Member can go to Dispute Management, and search for the case using a dispute Reference Number in the email.

 

The SLA for accepting a dispute is 10 business days. This section allows you to track the aging SLA.

Step 2: Review the dispute case details

Click on the dispute case to view its details. Review all the details and proceed to Approve or Reject the case.

 

 

Step 3: Status change to Pending for Manager Approval

Once the Cross Bank Member approves the dispute, the status will change to Accepted Pending for Manager Approval for further action from the Cross Bank Manager.

 

The case status will change to Rejected Pending for Manager Approval if the Cross Bank Member rejects accepting a new dispute. The Cross Bank Manager must then either approve or reject the Cross Bank Member's decision. Refer to the chart below for reference.

New Dispute Case Acceptance (Cross Bank Manager)

Step 1: Search the dispute case

To accept and close a dispute, the Cross Bank Manager needs to approve the case. All pending disputes will appear under the Approval tab. Alternatively, the Cross Bank Manager can go to Dispute Management and search for the case using the dispute reference number in the email.

Step 2: Review the dispute case

Click on the dispute case to view its details. Review all the details and proceed to Approve or Reject the case.

You can easily approve multiple dispute cases by selecting specific dispute cases under the Dispute Management tab, then scroll down and click Approve.

 

Step 3: Status change to Completed

Once the cross-bank manager approves the dispute case, the status will change to Completed—Acknowledge Accept Status under the Closed tab. The dispute is now closed, and no further action is required from anyone. The settlement will be on the next business day.

If the Cross Bank Manager rejects the dispute, the case will return to the Cross Bank Member and the status will change to Under Investigation. See the chart below for reference.

You can check on the Audit Logs to see the approval history of a dispute case when you scroll down the dispute details page.

Dispute Case Bulk Upload (Member)

Step 1: Download the template

Navigate to Transaction and download the .XLS template file. Use this template to fill in the details of the dispute cases you are trying to upload.

 

 

 

Step 2: Fill in the required information

Please refer to the instructions in the Instruction tab for guidance on how to fill in the required information and save the worksheet as a CSV file.

 

Under Transactions, you need to fill in the required details for a bulk upload. All headers/titles in red are required.

Step 3: Upload the file

Once the CSV file has been saved, browse for the file and upload it.

The bulk upload allows up to 1000 transactions per upload.

 

 

Step 4: Confirm submission

Once uploaded, review the transactions listed and click Confirm Submission, to create the disputes.

 

 

Step 5: Trace the upload progress

Once the bulk dispute upload has been submitted, a batch number will be granted to trace the upload progress.

The format for bulk upload reference number is: SANB[DDMMYYYY]XXXXXX (e.g., SANB17122024000008).

Successful uploads will appear under the Active tab, while failed transactions will be listed under the Failed tab, along with the reason for failure in the Status column. Transactions still in progress will be displayed under the Processing tab.

You can refresh the upload result by searching the batch number.