This occurs when the acquirer (Merchant) refutes or returns the Dispute request by providing documentation to substantiate the charge.
A Pre Arbitration or Second Presentment is the final chance an Acquirer (Merchant) has to resolve a dispute with the Issuer (Card Holder) before it is escalated to Visa or MasterCard for them to make a FINAL ruling on the case.
An Arbitration is the final stage of the Dispute process. If the Issuer (Cardholder) is unable to resolve the dispute with the acquirer (Merchant) then a case is filed with Visa/MasterCard to decide which party is responsible or liable for the disputed transaction(s). This decision is final and must be accepted by both parties.
A provisional credit is the interim reversal of a transaction, pending the outcome of an investigation. The transaction can be re-applied based on the finding of the investigation.
Yes, you may update your contact information my using the Update Contact Information feature to change your cell phone number, email address or mailing address using RSA verification.
These Fees are ONLY applied if it is found that the Card holder is at fault.
To report your card lost, stolen, not received or damaged click on the "Request a Replacement Card” tab and complete the form.
If you still need to speak to a customer care representative
Stolen or damaged cards do not attract replacement fees. However, fees associated with replacement of lost card are product specific and in accordance with existing schedule of rates and charges.
Cards reported lost, stolen, not received or damaged are immediately replaced and dispatched for collection within three (3) working days from the post office.
Cards reported lost, stolen, not received or damaged are immediately replaced and subsequently dispatched for collection. Therefore, due care must be taken prior to making report as this cannot be cancelled after submission if card is found
Select block or unblock a card tab and click the button on the appropriate card. For unblocking card, your RSA Token is required. If you still need to speak to a customer care representative Click Here for a list of all emergency contact numbers.
To block a card means that a temporary restriction is place on the card to prevent any further transaction authorization. However, this does not prevent applicable card fees and charges from being generated and monthly payment required.
Your card can be unblocked at any time you choose using RSA Token. However, to facilitate further usage, temporary blocked should be removed as soon as possible.
RSA Token should be reset or you may contact a customer care
You may immediately proceed to create a dispute using the Create New Dispute tab and follow the steps provided.
Yes, in replying you should type the keyword just as is.
Yes. After 24 hours, the reply feature with the specific keyword will no longer be valid. If you have not responded within 24 hours, kindly proceed to the Create new Dispute tab and follow the steps provided or call Customer Care for assistance.
You will receive a second text confirming that your card has been blocked and a replacement card sent to your address. You will then be required to proceed to create the dispute as soon as possible.
An email will be sent to you upon receipt of the request and another once the transaction has been processed by the merchant. You can also view the Track your Dispute for updates.
Yes, if after 14 days the merchant has not settled, the request can be cancelled, however you may attempt to raise the dispute via the portal once the merchant settles.
Yes, you may update your contact information my using the “Update Contact Information” feature to change your cell phone number, email address or mailing address using RSA verification.
This could be numerous reasons, you may need to ensure you have credit to send a text, or you may have replied after 24 hours or there could have been a telecom network or system failure at the time. Please immediately, visit the Create new Dispute tab and proceed to raise your dispute or call our Customer Care to assist in creating the dispute.
If there are no keyword included in your purchase or decline text alert, it could mean that the mobile number we have on records for you is an international number. In this case, you would be required to proceed to Create new Dispute or call Customer Care here for assistance to create the dispute.
No the reply feature will be functional only on local mobile numbers (area code 876, 658). Cardholders with International numbers will be required to visit the managemycard.jncb.com, select Create new Dispute tab and follow the instructions.
Dispute unknown transactions, request a replacement for cards,
set up FlexiPay and more.
Block or Unblock Cards Block your card temporarily for security purposes, always remember ro unblock before attempting to use.
Reverse Fees and Interests Reverse card fees and interests.
Replace Your Card Request a replacement for cards lost, stolen, damaged or not received.
Update Contact Information Update your mobile number and email address to receive alerts.