Objective: This document outlines the procedure for resolving disputes and reporting Fraudulent Activities on Jumiabot Networks [APP & WEB] and provides details about the associated Turnaround Times (TATs) for each step of the process.
Parties: The possible parties in a transaction are as follows:
- Payer/U-Person: The payer shall be referred to as individual or organization who initiated a payment or purchase service(s) to a merchant on Jumiabot Networks. While the U-Person (who is unknown to us if not registered with us) shall be anyone whose Account or other instrument has been used to carry out such activities.
- Merchant: The organization or Person registered on Jumiabot Networks serves as a designated recipient for value for their payments.
- Jumiabot Networks: The digital Company that acts as an intermediary platform that facilitates secure and efficient transactions between the payer/U-Pay and the merchant.
Transaction: Transactions herein is shall be referred to any services rendered by Jumiabot Networks such a Wallet funding, Data, Airtime Top-up, Cable TV subscription, electricity Recharge, Bulk SMS, among others as indicated on our menu list.
Dispute Guidelines & Process
Outlined below are various scenarios that can potentially give rise to disputes or Fraud report, along with a detailed explanation of the corresponding process for effectively managing and resolving such disputes/fraudulent act.
- Erroneous debits on a transaction attempt.
- Erroneous transfer due to error by the Payer.
- Successful transfer but not reflecting on the merchant’s application.
- Wallet funding with stolen, hacked or other fraudulent Bank Account Numbers, ATMs, Bank Apps or other money transfer system as recognized by the CBN.
Regardless of the scenario, the process for responding to disputes/Fraud is as follows.
- Payer/Person lodges complaint with his bank.
- Payer’s/U-Person bank shall log the dispute against our partner bank who was involved in processing that specific transaction.
- The partner bank shall log the dispute to any of our Payment gateway of the affected Account on Jumiabot Networks and the merchant is automatically notified of the dispute. [Jumiabot Networks shall not be responsible for any mail not received by merchant, hence we required all Marchant to use their correct mail during registration or lodging of dispute or fraud report]
The merchant can either accept the dispute or reject the dispute and provide the following proof:
- Evidence of provision of service to the customer.
- Evidence of a successful reversal with regards to the disputed transaction.
- Where the merchant accepts the dispute, funds will be reversed from the merchant’s account to the sender’s account if funds are available or the disputed amount may be deducted from the next wallet funding.
Where the merchant provided proof to reject the dispute, the sending institution will be notified with the proof and the dispute should be considered invalid.
For a dispute where proof has been provided, the Payer’s bank is expected to notify the Payer of the reason the dispute was rejected.
If the Payer logs the dispute again for the same transaction, then the case may be referred to arbitration.
Fraudulent Transaction & Resolution Process
Fraudsters may get unlawful access to customer’s cards or accounts and may then process payments using these channels to merchants. The process for handling fraudulently processed transactions is as follows:
- Defrauded customer lodges complaint with his bank.
- Defrauded customer’s bank logs the dispute against our partner bank/card processor who was involved in processing that specific transaction.
- The partner bank reports the fraudulent transaction to Jumiabot Networks.
- Jumiabot Networks immediately notifies the merchant of the fraudulent transaction and Marchant Account will be locked pending the determinant of the allegation.
The merchant is expected to cooperate fully by taking the following actions:
The merchant must provide full KYC information of the customer who is the beneficiary of the fraudulent transaction including:
- BVN
- Full Name
- Phone Number
- Address
- Official ID
- And any other KYC information available as may be required by Jumiabot Networks.
If a part or whole of the funds for the fraudulent transaction are still available on the Marchant Wallet, then the funds shall be restricted by Jumiabot fraud unit and the Marchant shall be prevented access to such funds immediately such dispute is lodged to Jumiabot Networks.
If value has been given for the funds, the merchant must provide full details of the beneficiary of the value which could be a phone number, meter number, IUC Number etc as well as proof of rendering value.
The merchant will be required to refund funds that were restricted successfully to Jumiabot Networks for onward processing to the defrauded customer.
Should the Marchant failed to respond to the allegation, Jumiabot shall go as far as disclosing any relevant information about the Marchant to law enforcement agencies or parties legally concerned
Conditions for disclosing information to third parties or legal parties concerned in a dispute
We do not sell, share, rent or trade the information we have collected about our Users, other than as disclosed within this Privacy link Policy or at the time you provide your information. The following are the situations when information may be shared:
Administrative and Legal Reasons: Jumiabot Networks cooperates with government, law enforcement officials and private parties to enforce and comply with the law. Thus, we may access, use, preserve, transfer and disclose your information to government, law enforcement officials or private parties as we reasonably determine is necessary and appropriate:
- to satisfy any applicable law, regulation, subpoenas, governmental requests or legal process;
- to protect and/or defend the Terms and Conditions for online and mobile Services or other policies applicable to any online and mobile Services, including investigation of potential violations thereof;
- to protect the safety, rights, property or security of Jumiabot Networks, our Services or any third party;
- to protect the safety of the public for any reason;
- to detect, prevent or otherwise address fraud, security or technical issues; and /or
- to prevent or stop activity we may consider to be, or to pose a risk of being, an illegal, unethical, or legally actionable activity.
Turn Around Times (TAT)
The Turn Around Times for disputes on interbank transfers and Other services are as defined by the CBN and Product company Processor. However, the TAT for disputes logged on Jumiabot Networks are captured in the table below:
- Time for a merchant to respond to a dispute logged on Jumiabot Networks – 24 hours
- Time for a merchant to respond to a reported fraudulent transaction – 12 hours
Merchant Liability: Failure of the merchant to cooperate fully with the processes above and keep to the TATs specified may lead to the merchant being liable for the fraudulent or disputed transaction. Jumiabot Networks may have to recover the disputed amount from the Merchant either by deducting the amount from it’s next Wallet funding. Should the Marchant Wallet balance be lesser than defrauded amount, the amount on the Marchant Wallet shall be refunded to the Payer/U-Person or in the absence no money on the Marchant Wallet, the Marchant information shall be disclosed to the affected Payer/U-Person to take further action on the Marchant.
To report a fraud, kindly send a mail us via admin@jumiabot.com