This is a case when an external bank requests the recovery of funds mistakenly credited to a SadaPay user, the case is treated as a recovery dispute. In such scenarios, the recovery process is initiated to verify the transaction details, obtain user consent where required and coordinate the reversal in compliance with internal procedures. Here are the steps taken by CMU:

  • CMU will send an OB message requesting recovery for the transaction that was accidentally sent to the SadaPay user from the ticket created by DRU. Ticket status will be changed to “Good Faith Recovery”.

  • First Follow-Up: CMU conducts the initial follow-up with the user to inform them about the recovery request and confirm their acknowledgment.

  • Second Follow-Up: If there is no response, CMU initiates a second follow-up 14 days after the first, serving as a reminder and requesting the necessary consent or information.

  • Third Follow-Up: CMU conducts a third and final follow-up 14 days after the second, emphasizing the urgency and next steps required from the user.

  • Closure: If the user does not respond within 14 days after the third follow-up, CMU closes the ticket and changes ticket status to ‘Done’ due to lack of user response.


User Agreement for Reversal (IBFT-IN):

  • If the user agrees for a reversal, the CMU team will tag the relevant DRU person who filed the ticket.

  • The DRU team will ensure the user has sufficient funds in their account, equal to the amount being recovered and will create a MA debit ticket.

  • If during the recovery process, the funds become insufficient again, DRU will change the ticket status to ‘Re-Assign to CX’ and then CMU will ask the user regarding funds again.