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:
Note 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.
You can process refunds for a partial amount or equivalent to the sales transaction amount only.
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.
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.
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:
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.
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.
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.
If you do not have suffcient balance to cover your refunds, then we recommend:
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.
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.
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 terms
Terminal Rent: Monthly/Yearly rent of the point of sale (POS) device as per your agreed set up terms
Statement Fee: Fee for providing daily statements
Smart 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 effectively
Smart 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 charges
Fixed Fee: Under fixed fee you will pay just one fixed monthly fee covering:
For 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.
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.
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 agreement
Please contact your Sales Manager for further details. If you need to talk to our Contact Centre you can call 800 4448.
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.
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.
Please forward your email requests to MerchantHD@Network.ae in the pre-formatted Excel file with the following details:
(You may download the a copy of the Excel file from our Download Resource section on this page)
Please forward your email requests to MerchantHD@Network.ae in the pre-formatted Excel file with the following details:
(You may download the a copy of the pre-formatted Excel file from our download resource section on this page)
To update TRN, pls send a copy of VAT certificate and 12 Digits MID by email to merchanthd@network.ae
| 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.
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.
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.
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.
Please send an email from the email address registered with us to your Sales Manager along with a copy of your valid Trade License.
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.
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.
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.
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.
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.
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.
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.
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.
Issuer processors must comply with industry standards and applicable laws such as:
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.
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.
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
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.
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
