Regarding chargeback for transactions in IDFC card

[Koushikdas24]

Well, I had to pay a big amount of insurance approx 10k. So I visited sites that offering discounts on Amazon Pay gift cards and as luck or bad luck, I found this site pagostore.in And saw 10% discount on 10k gift card. (I imagined not impossible cause some bank offers 10% discount in sale) Saw some good reviews and I hop in. As a precaution first purchased 10rs gift card and after payment instantly received order processing mail after 2 minutes received gift card and after 1 min my received order completed mail.
Then ordered 100rs gift card and after 1 min it was processed, 1 min later received the gift card and 1 min later order was completed. Then here it comes..
Finally ordered 10k gift card with discounted value of 9k and paid from IDFC Rupay credit card UPI anddd order goes pending. Here comes twist, when I tried calling support it connected to decathlon store and they have no idea about pagostore or indiabolomagic merchant. Then mailed them and it reverts me within a minute saying mail address not found. Contacted through whatsapp and telegram but no such support team exists.
And then I feel like my world goes down, visited site again and found a link to create a ticket. Then after creating a ticket, an hour or more later I got mail that my order has been received and a order completed mail instantly. But no gift card received. Waited for couple of hours but still nothing received. Then again created a ticket and started replaying every possible mail received from them. Finally at the end of the day, I feel I got fooled.

Then next day I called Idfc and tell them everything and request for chargeback and the official created a ticket and told me to attach proofs, and after a day I got a message of temporary credit of that disputed transaction. I was on cloud nine thinking IDFC is best, they told me it would take 30 to 180 days and processed this fast. I felt great relief. God literliterally laughed (if there any)
A month later: Today I received message from IDFC again that my disputed txn is reversed as good/service is found delivered. I'm seeing darkness again.
I mailed IDFC again requesting to investigate the case again, as merchant not replied to me. Let's see what will happen..
Sadly, I can't raise it to NCH or rbi ombudsman as the merchant is not listed. Well that's my story, and if any of guys faced any similar issue and have any suggestions for me I will gladly accept.

 

[Koushikdas24]

I forgot to ask, The merchant sent the gift voucher via email, right?

Did you also check the spam section of your email? Sometimes, gift voucher emails delivered in the spam folder.

Nope. Nothing trace of gift card

 

[Koushikdas24]

Tell them to file a charge on pre-arbitration and arbitration. Also share them your pagostore.in transaction history, all proof like transaction order pending on pagostore.in and pagostore.in email reply (if any) etc.

Chargeback pre-arbitration and arbitration are steps in the process of resolving a customer dispute over a transaction

• Pre-arbitration: A chance for the merchant and customer to present evidence and resolve the dispute. This is also known as a "second chargeback".
• Arbitration: A final step where the Card/UPI network makes a decision on the dispute. This is the final event in the dispute resolution cycle. This is also known as a "third and final chargeback".

In representment, the merchant gathers evidence that demonstrates that whatever reason the card/UPI holder gave for the chargeback is untrue.

For example, a merchant would respond to a chargeback with a "transaction not authorized" reason code with proof that the card/UPI holder authorized the transaction.

The merchant submits this evidence to the issuing bank, which makes a decision to either uphold or reverse the chargeback.

However, if the card/UPI holder disputes the transaction a second time based on new evidence, the issuing bank can pursue that as a second chargeback. At this point, the process enters pre-arbitration, or pre-arb, as a second round of disputes.

What Is Chargeback Pre-arbitration?

Pre-arbitration is the last chance for the merchant and the issuing bank to settle a chargeback before arbitration begins, at which point the card/UPI network steps in to make a final decision.

Pre-arbitration is usually requested by the customer’s issuing bank, though the acquiring bank can also request it should the merchant be unhappy with the results of the initial dispute.

When pre-arbitration is initiated, merchants have two options. First, they can accept liability for the chargeback, and the customer gets refunded their money in full. If they're not willing to accept liability, they can request arbitration. This means that the card/UPI network will step in to make a final decision on the dispute.

What Is Chargeback Arbitration?

If the merchant doesn’t accept liability during pre-arbitration, the chargeback moves into arbitration. The purpose of arbitration is to place the dispute decision in the hands of an impartial third party: the card/UPI network.

Since the issuing and acquiring banks have been unable to settle on an outcome on their own, arbitration gives the card/UPI network the power to weigh in and have the final say.

Well,

• Pre-Arbitration was raised on December 4, 2024.
• Chargeback was raised on November 30, 2024

How to with the NRP & PRD process? I have to just request my bank?
And they're not raising 2nd chargeback.

On the second thought, or will I go to RBI ombudsman against IDFC?

 

[Abhishek012]

Well,

• Pre-Arbitration was raised on December 4, 2024.
• Chargeback was raised on November 30, 2024

How to with the NRP & PRD process? I have to just request my bank?
And they're not raising 2nd chargeback.

On the second thought, or will I go to RBI ombudsman against IDFC?

Was NPCI/UPI involved anywhere in your entire chargeback process? I don't think so.

Apply for the third chargeback.

Arbitration: The final step where the Card/UPI network decides on the dispute. This is the last stage in the dispute resolution process, also referred to as the 'third and final chargeback'.

Read NPCI's circular properly, see what is written in it -

It may also be noted that about 90% of arbitrations are disposed in favour of beneficiary/acquirer bank indicating that remitting/issuing banks may not be doing the due diligence before raising the arbitration. Further, the arbitrations are being rejected by beneficiary/acquiring banks in URCS with no/invalid evidence.

In order to bring process efficiency, to help speedy resolution of customer issues and bring discipline in the UPI ecosystem, a revised process has been worked out.

That's why NPCI has introduced this NRP & PRD process.

Read the entire circular once, and if you want, ask NPCI on Twitter about what this NRP & PRD process is, because I also explained based on what I understood after reading the circular.

Remember, this new chargeback process will only be applicable on transactions made on or after 5th October 2024.