Issue Type

Dispute Reason 

Case condition

Transaction  status

Resolution from CMU

Chargeback Raised

TAT

MasterCard

Credit not received/Refund not received

- Merchant has promised a refund but fails to comply with the user regarding refund/refund timeline

- Merchant issues a partial refund 

Unsettled

Auth to be reversed

No

15 days

Settled

Gather relevant details from the user, such as merchant response and refund timeline dates 

Yes, if merchant fails to comply

45 days

MasterCard

Merchandise not received/Services not rendered

- No services received & funds are deducted 

Unsettled

Auth to be reversed

No

15 days

Settled

Gather relevant details from the user, such as merchant response and refund timeline dates 

Yes, if merchant fails to comply

45 days

MasterCard

Product not as described

- Product is not delivered as advertised 

Settled

Gather relevant details from the user, such as merchant response and user evidence 

Yes, if there is sufficient evidence 

45 days

No, if there isn't sufficient evidence 

28 days

MasterCard

Unsubscribed recurring transaction

- Subscription charge after canceling the service

Settled

Gather relevant details from the user, such as merchant response and user evidence for cancellation

Yes, if there is sufficient evidence & merchant fails to comply

45 days

No, if there isn't sufficient evidence 

28 days

MasterCard

Unmatched settlement 

- Merchant claimed a different transaction instead of the original one

One settled and one unsettled 

Dispute is filed for the unsettled transaction and auth is to be reversed

No

15 days

Both are settled 

Dispute is filed for the original settled transaction,relevant details gathered from the user, such as merchant response

Yes, if merchant fails to comply

45 days

MasterCard

Duplicate transaction conducted 

-  Duplicate charges  with the same merchant while the user only authorized a single transaction.


(Please get it double checked through RB check)

One settled and one unsettled 

Dispute is filed for the unsettled transaction and auth is to be reversed

No

15 days

Both are settled 

Dispute is filed for the second settled transaction,relevant details gathered from the user, such as merchant response

Yes, if merchant fails to comply

45 days

MasterCard

Void/Cancellation transaction 

- Payment gets canceled but funds are deducted 

Unsettled

Auth to be reversed

No

15 days

Settled 

Gather relevant details from the user, such as Void Slip and refund timeline dates 

Yes, if merchant fails to comply

45 days

MasterCard

Transaction not successful

- Payment failed but funds are deducted

Unsettled 

Auth to be reversed

No

15 days

Settled

Gather relevant details from the user, such as merchant response and refund timeline dates 

Yes, if merchant fails to comply

45 days

MasterCard

Incorrect Amount charged at POS

- Incorrect amount charged 

Unsettled 

Auth to be reversed

No

15 days

Settled 

Gather relevant details from the user, such as Void Slip and refund timeline dates 

Yes, if merchant fails to comply

45 days

1-Link 

Cash not dispensed from ATM

- Cash did not dispense from the ATM.

Settled 

Details such as STAN is double checked and dispute raised through DRU with member bank


No

6-8 Working days

1-Link 

Partial cash not dispensed from ATM

- Partial cash dispensed from an ATM.

Settled 

Details such as STAN is double checked and dispute raised through DRU with member bank


No

6-8 Working days

1-Link 

Bill Payment failed

- Utility bill payment failed

Settled  

Details such as STAN is double checked and dispute raised through DRU with Biller


No

4-6 Working days

- Mobile Top Up failed 

Settled 

Details such as STAN is double checked and dispute raised through DRU with Biller

No

4-6 Working days

1-Link 

IBFT Out Failure

- Funds not credited into beneficiary account 

Settled 

Details such as STAN is double checked and dispute raised through DRU with member bank


No

4-6 Working days

1-Link 

Accidental IBFT

- Funds credited into wrong beneficiary account 

Settled 

Details such as STAN is double checked and recovery initiated through DRU with member bank


No

No timeline

Raast

IBFT Out Failure

- Funds not credited into beneficiary account 

Settled 

Details such as reference number is double checked and dispute raised through DRU with member bank


No

4-6 Working days