FREQUENTLY ASKED QUESTIONS ON VAPS
(FAQS)
Bank3D retail is built to allow customers effect payment to any category of recipient on the fly, completing the payment process in a few simple and easy to follow steps.
Issue Category | Sub issue category | Necessary Information to request from the customer | Resolution Time |
1. Dispute Request | i. Request for Refund where customer gets debited through the use of USSD channel and merchant is yet to get value. | Request for transaction receipt and customers phone number which includes the: 1. Reference 2. USSDString, 3. Amount 4.Date.
| 1hr |
ii. Resolution for transaction dispute where customer gets debited through the use of USSD channel and merchant get notified but the amount is yet to reflect in the wallet balance. | Request for transaction receipt which includes the: 1. Reference, 2. Merchant 3. Ref, 4. Amount and Date. | 1hr |
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iii. Request for Refund where customer gets debited successfully through the use of the Bank Transfer channel and merchant is yet to get value. | Request for the transaction receipt which includes: 1. Reference 2.Date of the transaction 3. Virtual account and amount. | 1hr | |
| iv. Resolution for transaction dispute where customer gets debited through the use of Bank Transfer channel and merchant get notified but the amount is yet to reflect in the wallet balance. | Request for the transaction receipt which includes: 1.Reference 2. date of the transaction. 3. Virtual account and amount.
| 30mins |
Issue category | Sub issue category | Necessary Information to request from the customer | Resolution Time |
| v. Pending / Delayed settlement (Wallet to Account) | Request for withdrawal receipt which includes 1. External Ref, 2. Transaction ID 3. Date 4.Amount.
| 6hours |