Withdrawals

Bank members use the One Stop Portal to raise withdrawal disputes by filling in transaction details such as dispute type and original card number in the Transactions > SAN tab. Once submitted, the dispute status changes to "Pending Manager Approval". The Initiator Bank Manager must approve the dispute for it to be lodged to the cross bank for investigation.

Deposits

Bank members use the One Stop Portal to raise deposit disputes by navigating the following flow: Dispute Management > SAN tab > Cash Deposit button. Bank members then fills in transaction details such as transaction type, dispute type, beneficiary bank name and account number, amount, transaction date, terminal ID, and Deposit Reference No in the form surfaced. Once submitted, the dispute status changes to "Pending Manager Approval". The Initiator Bank Manager must approve the dispute for it to be lodged to the cross bank for investigation.

The Initiator Bank Member creates the dispute case. This is forwarded to the Initiator Bank Manager where they review and approve or reject the dispute. Approved disputes move to Cross Bank Member review, who investigates and forward to Cross Bank Manager for final approval or rejection. Dispute statuses reflect each stage, such as "Under Investigation," "Accepted," "Declined," or "Completed".

Key statuses include:

• 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.
• Canceled: 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.
• 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.
• 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.

No, disputes cannot be raised for a declined SAN transaction. The Raise Dispute button will be disabled out in these cases. The button is also disabled in cases when a transaction has already been previously raised for dispute.

Dispute status updates are available in the One Stop Portal, Dispute Management module, showing the current stage and any actions required. Notifications may also be sent via email to involved parties.

This means that the transaction and/or the SAN permissions are not granted to your user. Reach out to your company’s admin personnel for this.

This means that the Dispute Management and/or the SAN permissions are not granted to your user. Reach out to your company’s admin personnel for this.