Decide customer liability on unauthorised transaction claims

When a customer reports an unauthorised electronic transaction, reconstruct the reporting time, channel and device logs, authentication evidence and postings. Fraud Operations can decide who bears the loss while Payments Operations keeps every provisional and final credit traceable.

What this SOP does

When a customer reports an unauthorised electronic transaction, the bank reconstructs reporting time, channel logs, authentication evidence and postings, decides liability under RBI's customer-protection framework and its board policy, and keeps provisional (shadow) and final credits traceable.

People in the process

PPayments OperationsProcess Owner
CCustomer GrievancesParticipating Team
FFraud OperationsParticipating Team
TTechnologyParticipating Team

The process is a starting point. The standards are yours.

Configure for the bank or lender’s category, permissions and applicable RBI directions. Outsourcing, customer conduct, recovery and reporting controls use the institution’s approved interpretation and delegated authority.

Keep the work connected.

Payments Operations

Reverse failed payments where the customer was debited

For a failed payment where the customer was debited, trace the debit through the payment network status, reversal and beneficiary-credit records. Payments Operations can assign the break to the responsible bank and refund the customer with any turnaround-time compensation due.

Legal Recoveries

Choose SARFAESI, DRT or IBC from one enforcement file

When a loan defaults, bring the loan history, executed documents, security, certified statement of account, valuations and disputes into one account file. Legal Recoveries can confirm enforceability and limitation, and the recovery committee can choose the route before any notice issues.

CCRR

Legal Disputes

Defend borrower lawsuits from one approved fact record

When a borrower sues or escalates, reconcile signed terms, account statements, complaint history, notices and staff accounts into one approved fact record. Legal Disputes can track every filing deadline and counsel can plead consistent positions across consumer, civil and DRT forums.

OCE

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