Question 1

I am facing GPRS & Network Issues

Accepted Answer

Ensure battery level is above 30%.Move the machine where there is good network reception and restart. Wait for the network connection.If there is no network connection after following these steps, please call our Help Desk for support on 800 4448

Question 2

My machine is shutting down

Accepted Answer

Check the battery level and ensure it is above 30%If the machine is shutting down even when charged, log a call with our Help desk on 800 4448 to upgrade your POS application to the latest version.

Question 3

My machine is not printing

Accepted Answer

Check if paper roll cover is fitted correctly.Ensure paper roll is inserted correctly.Check the battery level and ensure it is above 30%.If the machine is still not printing, please log the issue with our Help Desk by calling 800 4448.

Question 4

My machine is slow while transacting / keeps on hanging

Accepted Answer

Turn off the device.Remove the battery and re-insertCharge the machine for 15 to 20 minutes.Turn on the device and move it to an area with good network coverage.If the issue persists, call our Helpdesk on 800 4448.

Question 5

My machine indicates that it has been tampered with

Accepted Answer

Reboot the device.If the machine is still displaying a ‘tampered’ alert, then turn it off and please call our Help Desk on 800 4448 .

Question 6

I am unable to Generate the Z-report

Accepted Answer

Ensure that the battery level is above 30%.Move the machine where there is good network coverage and restart; wait for the network connection.Try printing the Z-reportIf the machine is still not printing, then please call our Help Desk on 800 4448.

Question 7

How can I request a refund?

Accepted Answer

You can request for a refund through your POS terminal/s, our Ecommerce Payment Gateway, or via email.Forward your email requests to MerchantHD@network.ae with an attached completed pre-formatted Excel file with the following details from the download resources tab above:Date of TransactionMerchant ID (MID)Card NumberAuth CodeTransaction AmountRefund AmountNote 1: Any error in the details provided can result in a delay or rejection of the refund.Note 2: Refunds should be processed through the same card on which the original transaction took place & the amount should be partial or equivalent to the sales transaction amount.Note 3: If your POS terminal is enabled for refund then you can complete the refund through your device by selecting the ‘Refund’ option.Note 4: You can raise AMEX card -related requests directly to the AMEX team.

Question 8

Am I allowed to process a refund amount higher than the sales transaction?

Accepted Answer

You can process refunds for a partial amount or equivalent to the sales transaction amount only.

Question 9

What if the customer requests for cash instead of a refund on the card?

Accepted Answer

Please inform the customer that refunds have to be processed through the same card on which the original transaction took place. Refunds using cash are not allowed.

Question 10

My customer’s card has been replaced, how would he/she get refunds on the new card?

Accepted Answer

Your customer will need to contact his/her bank and provide them an Acquirer Reference Number (ARN). You can find the ARN number in your statement.

Question 11

How long does it take to process a refund?

Accepted Answer

a. The average turnaround time for a terminal-posted refund is two (2) working days.b. The average turnaround time for manually-posted refund requests is two (2) working days for up to 20 requests. The time may vary depending on:The number of requestsAll details provided are correctDetails are in the requested format

Question 12

How would I know if a refund has been processed?

Accepted Answer

Refunds posted to your account will reflect on your merchant statement the day after posting. You can find the reference ARN number in your statement.Note: The ARN is not available for CUP & Maestro card refunds. Kindly inform the customer/cardholder to check on the refund with his/her respective Bank.

Question 13

When will cardholders receive their refund?

Accepted Answer

The refund amount will be credited to the card subject to the balance in your Merchant ID and clearing from the respective Payment Schemes.If your Merchant ID has a negative balance (receivables are higher than processed sales) and is offset through alternative channels other than incoming sales volumes, then a Credit Adjustment will be shown on your merchant statement.

Question 14

What does the negative amount in the Holdover cell on my statement mean?

Accepted Answer

If your sales volume or the balance on your Merchant ID is insuffcient for the refunds posted, then your Merchant ID will reflect a negative (holdover) balance that will show on your statement.This means that any refund processed by Network International will not reach the Payment Schemes for cardholder settlement.

Question 15

I do not have enough sales to balance the refund

Accepted Answer

If you do not have suffcient balance to cover your refunds, then we recommend:Please advise us in advance if you are expecting more sales on the next dayPay the extra amount to Network International’s account and confirm with us by sharing the deposit slipContact your Sales Manager for the next steps

Question 16

I have requested a refund erroneously, what should I do?

Accepted Answer

Refund processing is done through an automated system, so double-check before requesting. Network International will not be responsible for processing refunds you raise erroneously or for any associated charges.

Question 17

I have been charged a ‘Fall below fee’, what is this?

Accepted Answer

If your total sale for the previous month was less than AED 20,000 then a fall below fee/ volume shortfall fee stated in your application form/agreement is charged to your Merchant ID.For further clarification or queries, please send an email to MerchantHD@network.ae or contact your Sales Manager.

Question 18

Why has my account been credited with a lower settlement amount than what I was expecting?

Accepted Answer

Check that if there is any holdover or outstanding value showing on your statement (e.g. previous outstanding of Refund, Rental or Fee/Chargeback Hold or Fraud Management Unit Hold).Check to see if any fee for other value-added services has been applied to your account as part of your agreement. These could be:Fall below Fee: If the total sale for the previous month was less than AED 20,000 then a fall below fee is charged as per the termsTerminal Rent: Monthly/Yearly rent of the point of sale (POS) device as per your agreed set up termsStatement Fee: Fee for providing daily statementsSmart View Fee: Smart View Performance Dash Board provides you with invaluable card transaction analyses. Key performance metrics can help you make informed decisions to improve profitability and run operational activities more effectivelySmart Bundle Fee: Smart Bundle is a bundled payment plan that covers your various card processing services and resources we provide – so you won’t have to worry about multiple fees and chargesFixed Fee: Under fixed fee you will pay just one fixed monthly fee covering:Merchant serviceTransaction feesRefund feesSmart Bundle packageFor every AED 10,000 processed, a monthly fee of AED 229 + VAT is charged.If you wish to opt out of any of these services then please send an email to MerchantHD@network.ae for further assistance or clarification.

Question 19

I see a rounding off difference in my VAT invoice

Accepted Answer

VAT calculation is an automated process and rounding off numbers will give a minimal difference due to the volume of your transactions. Kindly note that whether you round off or not, the 5% VAT commission will be applicable at the transaction level.You may refer to the Daily Summary Advice report and tax invoice when you have to file a claim for VAT from the Federal Tax Authority.For further clarification, please send an email to MerchantHD@network.ae.

Question 20

I have been charged for POS rent but as per my agreement it was a one-time payment

Accepted Answer

Please check if you have an additional POS machine. If yes, then the first POS machine was provided based on One-time Payment but the second POS machine is provided on rental basis. Fees and Charges may increase or decrease as per clause 2 (Fees & Charges) of your agreementPlease contact your Sales Manager for further details. If you need to talk to our Contact Centre you can call 800 4448.

Question 21

I have been charged additional fees but I was not made aware of this when signing the agreement

Accepted Answer

All fees are detailed in your merchant agreement and you can also find details of these in the ‘Your Statement Explained FAQ’.The Fees and Charges may be increased or decreased as per the provisions of clause 2 (Fees & Charges) of your agreement.If there are any changes to your Fees and Charges, we will send you an advance notice of fourteen (14) days or as per the applicable law.Please contact your Sales Manager for further details. If you need to talk to our Contact Centre you can call 800 4448.

Question 22

My commission charges have increased, why?

Accepted Answer

The Fees and Charges may be increased or decreased as per the provisions of clause 2 (Fees & Charges) of your agreement.If there are any changes to your Fees and Charges, we will send you an advance notice of fourteen (14) days or as per the applicable law.Please contact your Sales Manager for further details. If you need to talk to our Contact Centre you can call 800 4448.

Question 23

How can I request for a VAT invoice?

Accepted Answer

Please forward your email requests to MerchantHD@Network.ae in the pre-formatted Excel file with the following details:Merchant ID (MID)/ Chain IDMonthCycle for requested invoices(You may download the a copy of the Excel file from our Download Resource section on this page)

Question 24

How can I request for a PDF Statement?

Accepted Answer

Please forward your email requests to MerchantHD@Network.ae in the pre-formatted Excel file with the following details:Merchant IDState DateEnd DateReport type(You may download the a copy of the pre-formatted Excel file from our download resource section on this page)

Question 25

How to update my TRN in my VAT invoice?

Accepted Answer

To update TRN, pls send a copy of VAT certificate and 12 Digits MID by email to merchanthd@network.ae

Question 26

How my VAT invoice look?

Accepted Answer

Tax Invoice


ABC COMPANY
OMNI BLDG.PO BOX
XXXX DUBAI UAE





NETWORK INTERNATIONAL LLC
23RD STREET, OPP. AL SALAM
MOSQUE, AL BARSHA 2
P.O.BOX 4487
DUBAI
UNITED ARAB EMIRATES



Tax Registration Number 1111111111111

 

Tax Registration Number 1111111111111


Kind Attn



Tax Invoice No :  MID_11102020_13997

Invoice Perod : 01-10-2020 to 10-10-2020


 

Tax Invoice Date :  11/oct/2020



	
		
			Description
			Amount
			(AED)
			Vat(5%)
			(AED)
			Total(incl.VAT)
			(AED)
		
	
	
		
			Fee charged based on volume(MSF)
			3730.83
			186.57
			3917.4
		
		
			Fee charged based on number of transactions
			0
			0
			0
		
		
			Terminal Rent
			0
			0
			0
		
		
			Setup Fee/onboarding Fee
			0
			0
			0
		
		
			MIS Fee
			0
			0
			0
		
		
			Fallback Fee
			0
			0
			0
		
		
			Chargeback Fee
			0
			0
			0
		
		
			Statement Fee
			0
			0
			0
		
		
			Fixed Monthly Fee
			0
			0
			0
		
		
			Smart Bundle Fee
			0
			0
			0
		
		
			Other Fees
			0
			0
			0
		
		
			ToTal
			3730.83
			186.57
			3917.4
		
	


MID: 001XXXXXXXXX

Exchange Rate 1 (AED/AED)

The exchange rates are benchmarked for VAT invoice reporting only

The VAT is charged on every transaction at a rate of 5% rounded to the nearest fils as per Artcle (61) of Cabinet Decision No. (52) of 2017 On the Executive Regulations of the Federal Decree-law No (8) of 2017 on Value Added Tax

This is a computer generated invoice.Requires no signature.

Question 27

I am not getting a response from my Sales Manager

Accepted Answer

Please send an email to SBCustomer@network.ae with details of your issue. You can also contact the Call Centre on 800 4448. For escalations and feedback please email the details to our Voice of Customer team at VOC@network.global.

Question 28

I don’t know who my Sales Manager is

Accepted Answer

Your Sales Manager's contact details will be on your Welcome Letter. You can also send an email to SBCustomer@network.ae with Merchant ID details or contact our Call Centre at 800 4448 for the Sales Manager details. For escalations and feedback please email the details to our Voice of Customer team at VOC@network.global.

Question 29

I want to change/update my Bank account

Accepted Answer

Please send your request to your Sales Manager at least fourteen (14) days in advance along with the below listed documents from your registered email address for our review.Letter on your company letterhead mentioning MID and signed and stamped by the authorised signatoryCopy of Valid Trade License (*If the legal name and name on the POS machine are different)IBAN Proof (Bank Letter/Bank Statement)NOC from bank with MID details (*if the account is hypothecated)

Question 30

I want to update my company information (Email address and Contact information)

Accepted Answer

Please send an email from the email address registered with us to your Sales Manager along with a copy of your valid Trade License.

Question 31

How can I request for a pre-authorization release?

Accepted Answer

Please forward your email requests to NIPreAuth@Network.ae in the pre-formatted Excel ﬁle with the following details:Date of pre-authMerchant ID (MID)Card numberAuth codeCard typePre-auth release amount(You may download the a copy of the Excel file from our Download Resource section on this page)

Question 32

Where do I send pre-authorization release requests for Amex cards?

Accepted Answer

You may contact the Amex scheme for pre-authorization on Amex cards.

Question 33

How long does it take for a pre-authorization amount to be released by the Issuer Bank?

Accepted Answer

The pre-authorization amount on a card is usually released by the Issuer Bank within 30 days.

Question 34

Can I do pre-authorization on a Maestro Card?

Accepted Answer

No, the pre-authorization transaction is not supported on Maestro Cards.

Question 35

Change/update to your settlement Bank Account details

Accepted Answer

Merchant request letter on your company letterhead mentioning Merchant ID and signed by the authorized signatory with company stamp. (Please find the attached under ‘Download Resource’)Copy of Valid Trade License.Valid Memorandum of Association (MOA) or Power of Attorney (POA)* *If the authorized signatory is not defined in the trade licenseIBAN Proof (cheque copy with Bank Letter/Bank Statement).If your account is already assigned to a bank for POS loan (hypothecated), then please provide the current dated NOC from bank (max. 30 days validity) or ClearanceLetter from previous bank.

Question 36

Change in your Legal Entity Name & IBAN

Accepted Answer

Merchant request letter on your company letterhead mentioning Merchant ID and signed by the authorized signatory with company stamp. (Please find the attached under ‘Download Resource’)Copy of previous Trade License and new Valid trade License, Valid Memorandum of Association (MOA) or Power of Attorney (POA).Valid Identification documents (Passport copy, visa copy and Emirates ID).IBAN Proof (cheque copy with Bank Letter/Bank Statement).If your account is already assigned to any bank for POS loan (hypothecated), then please provide the current dated NOC from bank (max. 30 days validity) or Clearance Letter from previous bank.Note:If Trade License Number and Name have been changed then new agreement has to be signed, Relationship Manager needs to be contacted.Share Holders KYC documents are required.

Question 37

Change in your Legal Entity Name

Accepted Answer

Copy of previous Trade License and new Valid Trade License, Valid Memorandum of Association (MOA) or Power of Attorney (POA).Valid Identification documents (Passport copy, visa copy and Emirates ID).IBAN Proof (cheque copy with Bank Letter/Bank Statement).If your account is already assigned to any bank for POS loan (hypothecated) then please provide the current dated NOC from bank (max. 30 days validity) or Clearance Letter from previous bank.

Question 38

Request for Hypothecation (your sale proceeds assignment) with change in your IBAN

Accepted Answer

Merchant request letter on your company letterhead mentioning Merchant ID and signed by the authorized signatory with company stamp. (Please find the attached under ‘Download Resource’)Notice of Assignment (original) printed in company’s letter head and signed by the authorized signatory with company’s stamp in agreed format (as attached).IBAN proof (cheque copy and stamped IBAN statement).Valid Trade License, Valid Memorandum of Association (MOA) or Power of Attorney (POA).Valid Identification documents (Passport copy, visa copy and Emirates ID).If your account is already assigned to any bank for POS loan (hypothecated) then please provide the current dated NOC from bank (max. 30 days validity) or Clearance Letter from previous bank.

Question 39

Request for Hypothecation (your sale proceeds assignment)

Accepted Answer

Notice of Assignment (original) printed in company’s letter head and signed by the authorized signatory with company’s stamp in agreed format (as attached).Valid Trade License, Valid Memorandum of Association (MOA) or Power of Attorney (POA).Valid Identification documents (Passport copy, visa copy and Emirates ID).If your account is already assigned to any bank for POS loan (hypothecated), then please provide the current dated NOC from Bank (max.30 days validity) or Clearance Letter from previous bank.

Question 40

Change in your Company’s Location Address

Accepted Answer

Copy of Valid Trade License /Leasing agreement /Ejari.For kiosk, permit or lease agreement.

Question 41

Change in your Company Registered Email Address

Accepted Answer

Provide contact details, Merchant ID, Merchant Name

Question 42

What does processing solutions of Network International mean?

Accepted Answer

Processing solutions of Network refer to the services provided by Network as a third-party processor of the issuer bank, fintech(s) and other non-financial organizations (as applicable) (NI Clients) that deal with or licensed to issue payment cards (prepaid, debit, credit cards or virtual cards etc.) to the cardholders and to manage on their behalf transaction authorization, cardholder account management, fraud detection, and compliance where applicable.

Question 43

How does Network International support NI Clients with its processing solutions?

Accepted Answer

Network International acts as an outsourced service provider for banks, fintech(s), and other organizations, offering them its processing solutions and services including hardware, software, and connections needed for processing transactions. Network International also handles card production, reconciliation, and settlement services.

Question 44

How does processing solutions fit into the Network One payment ecosystem?

Accepted Answer

An issuer processor such as Network International connects NI Clients (where applicable) with payment networks (such as Visa, Mastercard, or American Express) to manage the customer and issuing side of card transaction, the processing of transactions and record keeping. It ensures secure and efficient transaction processing, risk management, and cardholder account maintenance.

Question 45

Why do banks choose Network International for their processing solutions?

Accepted Answer

Banks choose NI for its extensive experience, comprehensive services, and cost-effective solutions. NI provides all necessary infrastructure and support, allowing banks for focus on their core business.

Question 46

What are the key services provided by Network International as an issuer processor?

Accepted Answer

Transaction authorization and settlementFraud detection and preventionCardholder account managementDispute and chargeback reporting supportRegulatory compliance support and reporting

Question 47

What is the difference between issuer processor and acquirer processor services of Network International’s processing solutions?

Accepted Answer

As an issuer processor Network International manages transactions on behalf of NI Clients focusing on cardholder account validation, processing of the transaction and fraud prevention depending on the services opted by NI Clients. As an acquirer processor, on the other hand, Network International processes transactions for merchants on behalf of the acquirer bank, ensuring that payments are settled to the merchant’s account on behalf of the acquirer bank.

Question 48

What are the benefits of using Network International services as an issuer processor?

Accepted Answer

Faster transaction processingEnhanced security and fraud preventionRegulatory compliance supportImproved customer experience with real-time approvalsScalability for growing card programs

Question 49

Can issuer processors support loyalty and rewards programs?

Accepted Answer

Yes, Network International as an issuer processor offers built-in loyalty and rewards management, allowing financial institutions to provide cashback, points-based rewards, and other incentives for cardholders.

Question 50

How do issuer processors handle disputes and chargebacks?

Accepted Answer

As an Issuer Processor, Network International assists NI Clients in managing dispute resolution by automating chargeback workflows, providing fraud analysis, and ensuring compliance with payment network guidelines.If you have further questions, write to us at SalesTeam.MiddleEast@network.global.

Question 51

What are the compliance requirements for issuer processing?

Accepted Answer

Issuer processors must comply with industry standards and applicable laws such as:Payment Card Industry Data Security Standard (PCI DSS)Anti-Money Laundering (AML) regulationsKnow Your Customer (KYC) requirements in accordance with the applicable lawsLocal and international financial regulations applicable to the processor

Question 52

How does processing solutions of Network International help in fraud prevention?

Accepted Answer

As an issuer processor Network International uses machine learning, AI-driven analytics, and rule-based fraud detection systems to monitor transactions in real-time. Suspicious transactions may be flagged to NI Clients that has opted for these services for further review or decline automatically to mitigate any associated financial risk.

Question 53

How does processing support tokenization and digital wallets?

Accepted Answer

Issuer processors facilitate tokenization, replacing sensitive card data with unique digital tokens for a secure transaction. This also enables seamless integration with digital wallets such as Apple Pay, Google Pay, and Samsung Pay.

Question 54

What types of payment methods can Network International process for NI Clients?

Accepted Answer

As a payment solution provider, Network International supports various types of payment cards, including:• Credit cards• Debit cards• Prepaid cards• Virtual cards• Commercial and corporate cards

Question 55

Are multi-currency transactions supported?

Accepted Answer

Yes, as leader of payment solutions, Network International offers multi-currency support, allowing financial institutions to process transactions in different currencies and manage currency conversions efficiently.

Question 56

How do banks, fintech(s), and other organizations choose the right processor?

Accepted Answer

Institutions should consider factors such as:• Compliance with regulatory requirements• Fraud prevention capabilities• Scalability and reliability of the platform• Integration with existing banking infrastructure• Cost and pricing models

Question 57

What is the difference between an on-premise and cloud based processor?

Accepted Answer

On-premise processing: Hosted within the financial institution’s infrastructure, offering full control but requiring significant technology and IT resources.Cloud-based processing: Hosted by a third-party provider, offering scalability, lower maintenance costs, and faster deployment.

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