\V Moorwand

Moorwand Chargeback Policy and Procedure
Moorwand 退款政策和程序

For Issuing Programmes only
仅限于发行计划

1. Introduction ................................................................................................................................. 3
   引言 ................................................................................................................................................. 3
2. Program Manager Procedure ......................................................................................................... 3
   项目经理程序 .................................................................................................................. 3
3. Program Manager's responsibilities ................................................................................................... 5
   项目经理的职责 ................................................................................................... 5
4. Retrieval Requests .............................................................................................................................. 6
   检索请求 .............................................................................................................................. 6
5. Detailed Chargeback Process ........................................................................................................... 6
   详细的退款流程 ........................................................................................................... 6
6. How Moorwand can help the Program Managers?.......................................................................... 11
   Moorwand 如何帮助项目经理？.......................................................................... 11
7. General Definitions & Key Parties in the dispute process ................................................................ 12
   争议过程中的一般定义和关键方 ................................................................ 12

Document Version History 文档版本历史

1. Introduction 1. 引言

2. Program Manager Procedure
2. 项目经理程序

• Be logged as New Disputes in the Dispute Log;
  在争议日志中记录为新争议；
• Distributed to a Chargeback Manager for further handling;
  分配给退款经理以便进一步处理；
• Handled by the Chargeback Manager in accordance with the Card Scheme regulations.
  根据卡片计划规定，由退款经理处理。

• Timeframes (must be no later than 180 days depending of the Card Scheme involved) from the day the charge posted to the account or promised delivery date of Goods/Services);
  时间框架（必须在 180 天内，具体取决于相关的卡片计划），从费用记入账户的当天或商品/服务的承诺交付日期开始；
• Cardholder information and Signature;
  持卡人信息和签名；
• Transaction information; 交易信息；
• Descriptive reason for the dispute;
  争议的描述原因；
• Chargeback reason codes; 退款原因代码；
• Supporting information; 支持信息；
• Cardholder's filled Dispute fraud form (if applicable) - Appendix A: Fraud Dispute Form
  持卡人填写的争议欺诈表格（如适用） - 附录 A：欺诈争议表格
• Cardholder's filled Dispute non - fraud form (if applicable) - Appendix B: Non Fraud Dispute Form.
  持卡人填写的争议非欺诈表格（如适用） - 附录 B：非欺诈争议表格。
  2.5. If the Chargeback Manager finds the Dispute is invalid, the cardholder should be notified accordingly.
  2.5. 如果退款经理发现争议无效，应相应通知持卡人。
  2.6. If the Chargeback Manager finds the Dispute is invalid, but all of the documentation leans to a valid dispute, a Good Faith attempt can be made. In this case the cardholder does not have Chargeback rights (in most cases because of missed timeframes) and the merchant/acquirer is not required to respond (or issue a credit).
  2.6. 如果退款经理发现争议无效，但所有文件倾向于有效争议，可以进行善意尝试。在这种情况下，持卡人没有退款权利（在大多数情况下是因为错过了时间限制），商家/收单方不需要回应（或发放信用）。
  2.7. If the Chargeback Manager finds the Dispute as valid, The Program Manager should refund cardholder's account (for unauthorized transaction within 24 hours of received notification) and provide the Dispute case details and compelling evidence to the BIN Sponsor/Issuer.
  2.7. 如果退款经理认为争议有效，项目经理应在收到通知后的 24 小时内将未经授权的交易退款到持卡人账户，并向 BIN 赞助商/发卡行提供争议案件的详细信息和有力证据。
  2.8. The Chargeback Manager should determine whether or not the Dispute requires a Retrieval Request. If the dispute requires a retrieval request it will be submitted accordingly and the merchant has 30 days to respond to the inquiry. If the dispute does not require a Retrieval Request, then we do a chargeback as initiated.
  2.8. 退款经理应确定争议是否需要检索请求。如果争议需要检索请求，将相应提交，商户有 30 天时间回应查询。如果争议不需要检索请求，则按发起的方式进行退款。
  2.9. In case of a direct Chargeback, the Merchant has 30 - 45 days (depending of the Card Scheme involved) to respond: either to accept the Chargeback or represent the case (fight the Chargeback). Once the representment is done and merchant/ Acquirer sent the compelling evidence. It will be revised accordingly and in case it will not satisfy the cardholder's claim the CPM has up to 45 days (depending of the Card Scheme involved) to start a Pre-Arbitration/Arbitration process. All steps will be discussed between the Issuer and the PM (except MPCS) and final decision will be taken by the PM, however Moorwand can still provide support and advice regarding further steps in the Chargeback process.
  2.9. 在直接退款的情况下，商户有 30 到 45 天（取决于相关的卡组织）来回应：要么接受退款，要么重新提出案件（对抗退款）。一旦重新提出并且商户/收单方提供了有力证据，将会进行相应的审查。如果未能满足持卡人的索赔，CPM 有最多 45 天（取决于相关的卡组织）来启动预仲裁/仲裁程序。所有步骤将由发卡行和 PM（除 MPCS 外）讨论，最终决定将由 PM 作出，但 Moorwand 仍然可以提供支持和建议，帮助进一步的退款流程。
  2.10. In case of the Pre-Arbitration, the Merchant/Acquirer has up to 45 days (depending of the Card Scheme involved) to accept the chargeback or provide the additional compelling evidence. If a
  2.10. 在预仲裁的情况下，商户/收单方有最多 45 天（取决于涉及的卡组织）来接受退款请求或提供额外的有力证据。如果一个
  representment is done the CPM can accept or reject it depending if it will satisfy the cardholders' claim or not. This would cause the Card Issuer to accept the Chargeback or continue to Arbitration.
  代表性处理完成后，CPM 可以根据是否满足持卡人的索赔来接受或拒绝。这将导致发卡行接受退款请求或继续仲裁。
  2.11. The Dispute case and the compelling evidence will be validated by the Moorwand LTD (the special designated department/Chargeback manager) and submitted via the Card Scheme Dispute System to the merchant/acquirer. Moorwand LTD is a second validation point for the Dispute case before it is initiated, and it will manage it until there will be a final resolution (except MPCS).
  2.11. 争议案件和有力证据将由 Moorwand LTD（特别指定部门/退款经理）进行验证，并通过卡片计划争议系统提交给商户/收单方。Moorwand LTD 是争议案件在启动前的第二个验证点，并将管理该案件，直到最终解决（MPCS 除外）。
  2.12. Moorwand LTD is responsible for submitting the Dispute cases in the Card Scheme Dispute System (in cases when the Program Manager do not have access to it) and passing the responses for the Disputed Cases back to the Program Manager from merchant/acquirer or Card Scheme
  2.12. Moorwand LTD 负责在卡计划争议系统中提交争议案件（当项目经理无法访问时），并将商户/收单行或卡计划的争议案件的回复传递给项目经理。
  2.13. If the Dispute is resolved in Merchant's favour (some reasons might be that: it is a valid charge or the arbitration is decided in merchant's favour), the Program Manager should notify the cardholder accordingly and remove the conditional credit from his account. If the Dispute is resolved in cardholder's favour, the Program Manager should notify the cardholder accordingly.
  2.13. 如果争议对商户有利（一些原因可能是：这是一个有效的收费或仲裁裁定对商户有利），项目经理应相应地通知持卡人，并从其账户中移除有条件的信用。如果争议对持卡人有利，项目经理应相应地通知持卡人。
  2.14. In regards to the Card Scheme Arbitration fee, The Card Issuer will inform Program Manager and the Program Manager have to decide if it will be passed on to the cardholder or PM will cover it. In case if the charge is passed through to cardholder, the decision to apply for arbitration should be taken by the cardholder or with his approval.
  2.14. 关于卡片计划仲裁费用，发卡机构将通知项目经理，项目经理必须决定是否将费用转嫁给持卡人，或者由项目经理承担。如果费用转嫁给持卡人，申请仲裁的决定应由持卡人做出或经其批准。

Note: 注意：

3. Program Manager's responsibilities
3. 项目经理的职责

• Should have a dedicated department/person for the dispute handling and provide contact details to Moorwand before going live.provide frequent training to the department/persons that are handling the disputes.must follow the Card Scheme Regulations. should provide tools and information to educate cardholders.
  应该有一个专门的部门/人员负责争议处理，并在上线前向 Moorwand 提供联系信息。应定期对处理争议的部门/人员进行培训。必须遵循卡片计划规定。应提供工具和信息以教育持卡人。
• must treat customers fairly.
  必须公平对待客户。

4. Retrieval Requests 4. 检索请求

5. Detailed Chargeback Process
5. 详细的退款流程

Program Manager Chargeback Cycle
项目经理扣款周期

• The Card Issuer rules in merchant's favour. In case the compelling evidence provided by the merchant sufficiently satisfies the cardholder's claim, the Card Issuer should decide in merchant's favour and the transaction amount is again charged to the cardholder's account by the Program Manager, and the funds are returned to the merchant.
  发卡机构支持商户。如果商户提供的有力证据足以满足持卡人的索赔，发卡机构应支持商户的请求，交易金额将再次从持卡人的账户中扣除，由项目经理将资金返还给商户。
• The Card Issuer rules in favor of the cardholder. The merchant's compelling evidence didn't convince the Card Issuer to reverse the chargeback. The Card issuer decides in the cardholder's favor, the Card Issuer can initiate a Pre-Arbitration/Arbitration.
  发卡机构支持持卡人。商家的有力证据未能说服发卡机构撤销退款。发卡机构决定支持持卡人，发卡机构可以启动预仲裁/仲裁程序。
• The merchant wins, but the Card Issuer files Pre-Arbitration/Arbitration. The Card Issuer has the right to file a Pre-Arbitration/Arbitration, for the same transaction. Reasons for a second filing might be that cardholder wants to continue the chargeback processing as provided representment is invalid or include the discovery of new information or a change of the reason code.
  商家获胜，但发卡机构提出了预仲裁/仲裁。发卡机构有权对同一交易提出预仲裁/仲裁。第二次申请的原因可能是持卡人希望继续进行退款处理，因为提供的重新呈现无效，或者发现了新信息或原因代码发生了变化。

• Copies of any correspondence between the Cardholder and the Merchant documenting the validity of the Chargeback Request;
  持卡人与商家之间的任何通信副本，记录了退款请求的有效性；
• Compelling evidence supporting the Dispute, as required by each Reason Code in the Card Scheme Regulations;
  支持争议的有力证据，符合卡片计划规定中每个理由代码的要求；
• The dispute resolution form, additionally in case of fraudulent chargeback all of the following occur before processing the chargeback:
  争议解决表格，此外，在处理退款前，如果发生欺诈性退款，以下所有情况都必须发生：

• When the goods or services are delivered later than the transaction date, then 120 or 180 days apply from the delivery date.
  当货物或服务的交付晚于交易日期时，则从交付日期起适用 120 天或 180 天。
  ** When it's an authorization or Point-Of-Interaction related chargeback.
  当涉及授权或交互点相关的退款时。
  A pre-arbitration case must be filed within both of the following timeframes: Within 45 calendar days of the second presentment or At least 30 calendar days prior to escalating to an arbitration case.
  在以下两个时间框架内必须提交预仲裁案件：在第二次呈现后的 45 个日历天内，或在升级为仲裁案件之前至少 30 个日历天。

6. How Moorwand can help the Program Managers?
6. Moorwand 如何帮助项目经理？

7. General Definitions & Key Parties in the dispute process
7. 争议过程中的一般定义和关键方

Appendix 附录

A. Fraud Dispute Form: A. 欺诈争议表：

Important notes for the Cardholder:
持卡人重要注意事项：

Cardholder Information: 持卡人信息：

The card was lost: 卡片丢失了

Answer " " for Yes and " " for No to each of the following questions:
回答“ ”表示是，回答“ ”表示否，针对以下每个问题：

1. Have you made any transaction(s) on your card on any computer other than your own in the last 6 months?
   在过去的六个月里，您是否在任何非您自己电脑上使用您的卡进行过交易？

B. Non-Fraud Dispute template:
B. 非欺诈争议模板：

Important notes for the Cardholder:
持卡人重要注意事项：

Cardholder Information: 持卡人信息：

Disputed Transaction Information:
争议交易信息：

Private and Confidential 私密且保密

Credit not processed: 信用未处理：

Fake/Fraudulent goods alleged to be authentic were purchased:
假冒/欺诈商品被指称为正品已被购买：

Cancellation of recurring transaction:
取消定期交易：

Unauthorised multiple transactions:
未经授权的多次交易：

Cancellation of reservation:
取消预订：

Non-receipt of goods/services:
未收到货物/服务：

Cardholder Participation:
持卡人参与：

Dispute Details: 争议详情：

Declaration 声明