Merchant Guideline Policy Ver 1.0

 

Executive Summary

 

Welcome to BerylPe! We are committed to providing a seamless and secure payment experience for both our merchants and customers. To ensure transparency, protect everyone's interests, and maintain a fair business environment, we have established this Merchant Policy document.

This document serves as a comprehensive guide outlining the policies and guidelines that govern the interaction between merchants and customers within our digital payment ecosystem. By familiarizing yourself with these policies, you can understand your rights, responsibilities, and the procedures involved in conducting transactions on our platform.

Our merchant policy document covers various aspects related to Merchant Guidelines, including Promotions, refunds and returns, Chargebacks, dispute resolution, and data security. It is designed to create a level playing field, foster trust, and ensure a positive experience for all parties involved.

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In the section on payment processing, we outline the accepted payment methods, such as credit cards, debit cards, digital wallets and etc.

We understand that occasionally, issues may arise with products or services. That's why our refund and return policies are in place to provide clarity and fairness. These policies specify the conditions under which refunds or exchanges are possible, ensuring both customer satisfaction and effective inventory management for merchants.

Disputes can be a natural part of any business, and our policy document includes guidelines for resolving them in a prompt and efficient manner. We explain the process for customers to raise concerns, how we investigate disputes, and the timeline for resolution. By following these procedures, we aim to address issues and maintain positive relationships between merchants and customers.

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The security and privacy of customer information are of utmost importance to us. Our merchant policy document details the measures we have implemented to protect data, such as secure transmission protocols, data encryption, and stringent access controls. We are committed to complying with relevant data protection laws and maintaining the confidentiality of personal and financial information.

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By adhering to the policies outlined in this document, both merchants and customers can confidently participate in the digital payment ecosystem, knowing that their rights and interests are protected. We encourage you to carefully read and understand our merchant policy to ensure a smooth and secure digital payment experience.

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Escalation Matrix

Level                                       Name                                      Contact Number                          E-Mail Id                  TAT

L1                                          Help Desk                                     905  237 9573              support@berylpe.com.     T+1

L2                                      Mr. Mahmood.                                 970  058 7989      m.mahmood@berylpe.com.  T+2

L3.                                                                                                                                                                                              T+3

Figure 1 – Escalation Matrix

 

Exclusion

In-direct merchants which are not acquired by BerylPe.

Abbreviation

MCC – Merchant category code
PIN – Personal identification number
OTP – One-time password 
CVV – Card verification value
POS – point of sale

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Merchant Guidelines

Promote and Sell Products Belonging to Your Merchant Category

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The goods and services that you promote and sell need to be available for purchase in your outlet. You’re not allowed to sell any goods or services which does not fall under your merchant’s category code (MCC).

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Inform your customers about your Return and Refund Policy

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Add your return policy information for online and offline purchase to improve the customer experience. Note that, if merchant provides return and refund information, when users buy from merchant outlet, they should be able to access merchant return and refund policy. Make sure that merchant return and refund policy is clear and easy to understand along with TAT (Turn around time). Even if merchant don’t offer returns or refunds, the same needs to be stated explicitly.

Your policy should explain exactly how you handle returns and refunds, including:

 

1. What the user is required to do.

2. Under what circumstances you offer returns and refunds.

3. Timeframe in which you accept returns.

4. When your user can expect a refund.

 

Collect Customers Information Responsibly and Securely

 

Be careful with the information that you collect from customers. Specifically, follow these guidelines:

 

1. Do not ask for PIN/OTP or sensitive personal information.

2. Collect personal information only to the extent which is required for carrying out transaction securely.

3. Don’t disclose the personal / sensitive information to anyone than intended.

4. Any other personal information should not be taken from cardholder unless the same is required by any payment participant.

 

Surcharges

 

1. Disclose all applicable charges to the Cardholder before the completion of the Transaction.

2. The Cardholder must be given the opportunity to cancel without penalty after the Surcharge is disclosed.

3. Be charged only by the Merchant that provides the goods or services to the Cardholder.

4. The Merchant must not permit a third party to charge a Cardholder a separate or additional amount in respect of the cost of acceptance of the card scheme, but the Merchant may include third-party costs relevant to accepting a Card scheme as part of its Surcharge.

 

Use of a Payment Credential for Service Access Only

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Merchant’s use of Payment Credential to provide access to a service must be limited to the generation of a secure, irreversible, and unique access:

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1. At the time the service is purchased.

2. At the time of purchase, the Merchant must disclose to the Cardholder any restrictions, additional conditions, or customer service policies that may be relevant to the Cardholder’s ability to access the service purchased.

3. Store and reproduce the signature only for the Transaction for which the signature was obtained.

4. Reproduce the signature only if specifically requested in writing from the Acquirer/Aggregator, in response to a valid Retrieval Request.

5. Not request a Card Verification Value (CVV2) from the Cardholder on any written form.

6. Not request a Card Verification Value (CVV2) from the Cardholder for a Card-Present Environment Transaction.

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Customer Payment Verification

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A Merchant must not require a cardholder to perform cardholder verification before the final transaction amount is entered on the transaction receipt or displayed to the cardholder. A merchant may only perform cardholder verification before displaying the final transaction amount for any of the following:

 

1. The Merchant’s POS system automatically calculates the final amount.

2. The final amount is displayed and confirmed by the cardholder before the merchant submits an authorization request.

3. A fully itemized transaction receipt is offered to the Cardholder. 

 

Reversals and Adjustments

 

1. An Acquirer must process a Reversal for an Online/Offline Financial Transaction, if either the:

2. Acquirer, Merchant, or Acceptance Device did not receive an Authorization Response.

3. Transaction is subsequently voided or cancelled.

4. A Merchant must not deposit, and an Acquirer must not process, a Transaction that either:

   1. Was subsequently reversed for the full amount.

   2. Represents the amount of the partial Authorization Reversal.

   3. Member Reversal of Duplicate or Erroneous Data.

 

Note: A Merchant must process a Reversal or an Adjustment within 7 calendar days, if it processed a Transaction in error.

 

Disputes & Chargebacks

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In a card account, a dispute is a situation in which a customer questions the validity of a transaction that was registered to the account. Customers dispute charges for various reasons like including unauthorized charges, excessive charges, failure by the merchant to deliver merchandise, defective merchandise, dissatisfaction with the product(s) or service(s) received, or billing errors.

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When a dispute becomes a chargeback, the merchant is automatically liable. That means that if the merchant wants to fight the chargeback and keep their money, they have to provide evidence that the charge was legitimate. If they ignore the chargeback, it will automatically be decided in favour of the cardholder.

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Customer checkout guidelines

We have a set of policies that merchants need to adhere at the time of customer checkout.

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     Accurate contact information.

Your Invoice as well as outlet must display sufficient and accurate contact

information, including a telephone number and/or email.

 

     Secure checkout process.

Payment and transaction processing, as well as collection of any sensitive and financial personal information from the customer, must be conducted over a secure processing server and should not be disclosed to any other party.

 

Billing terms and conditions.

Outlet must provide clear and conspicuous billing terms and conditions.

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Return policy.
Ensure that customers are completely aware of your return policy.
 

Other guidelines

The Merchant should comply with the following:
 

1. Not use his/her own card on the POS and/or any other mode of acceptance of payments including but not limited to Digital POS.

2. Check the genuineness of the Card as per the points mentioned in the Merchant Ready Reckoner.

3. Never SPLIT transactions i.e. do not swipe the Card for a lower amount when the terminal has DECLINED the earlier transaction. Never make multiple charge slip for a single transaction.

4. Do not disburse cash against Credit Card / Debit Card / Prepaid Card and Gift Card showing the transaction as ‘SALE’ transaction.

5. If a transaction has to be refunded to the card account, the process has to happen ‘ONLY’ through the BerylPe. Do not entertain any cash or cheque refunds for Card.

6. Do not give your POS Machine to other users.

7. Do not accept sensitive credit card data via e-mail or other electronic format (i.e., chat windows). 

8. Do not Use the paper roll of the other bank / plain paper roll /expired paper roll.

9. Use a customer supportive language.

10. Make sure the product specification you describe before selling meet the actual product specification.

11. Always handover the POS to the customer for entering PIN required for processing the transaction.

12. Never shoulder surface customer at the time of PIN entering.

13. Below mentioned are some of the common traits of suspicious customers:

    1. Hasty purchases 

    2. Large purchases of the same items

    3. Refuses identification and gets angry 

    4. Asks you to test the Card for small transaction first

    5. Asks you to split transactions.

    6. Shows interest in the working of your POS and produces multiple Cards