Bangladesh Bank has introduced fixed deadlines for banks, mobile financial service (MFS) providers and payment service providers to resolve customer disputes over Bangla QR transactions. The new rules will take effect on December 1, aiming to speed up the resolution of failed, disputed and fraudulent payments and provide customers with clearer timelines for refunds. Under the new guidelines, if a customer’s account is debited but a transaction fails and the merchant does not receive the money, the issuing bank or MFS provider must automatically refund the amount immediately or within 30 minutes. Customers will not need to file a complaint in such cases.
For disputes requiring manual intervention, customers can submit complaints within 45 days of a transaction. The issuing institution must accept or reject a claim within two working days. If it fails to respond, the case will move to the formal chargeback process through the National Payment Switch Bangladesh’s centralised Dispute Management System.
Acquiring institutions will have seven days to respond to chargeback claims. Unresolved cases can proceed to arbitration, which must be completed within 30 days. The guideline also introduces eight standard chargeback reason codes covering issues such as duplicate payments, incorrect billing, goods not received and cases where a customer is charged but the merchant does not receive the money.
A new Transaction Status Inquiry mechanism will allow payment issuers to check transaction status instantly, potentially reducing the need for customers to file manual disputes. Merchants will have 60 days to request refunds, while acquirers must respond within two working days.
For suspected unauthorised or fraudulent transactions, institutions will have 30 days to investigate. If a system failure or security lapse caused the loss, customers must be reimbursed within three business days. However, claims may be rejected where customer negligence or misconduct is established.
Bangladesh Bank has also expanded cash incentives for Bangla QR payments. For transactions of up to Tk2,000, acquiring institutions will receive a monthly incentive equal to 0.10 percent of the transaction value, while issuing institutions will receive 0.20 percent. The revised incentive scheme now covers a wider range of trade-licence-holding merchants using Bangla QR through NPSB channels.
