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FAQ’s on E-mandate on cards for recurring payments set at Online Merchant platforms

  1. What is an E-mandate?
    E-mandate is a standing instruction or recurring payment instruction on a debit or credit card given by cardholder on a merchant platform like a website or mobile application for recurring transactions e.g. E-mandate set at telecom service provider, OTT platforms, insurance partners and other utility service providers like electricity, gas, water, etc. Through these e-mandates, cardholders shall give consent at a merchant platform (website/mobile application) to debit their Standard Chartered Bank credit or debit card for recurring payment requests received from merchant, subject to limit, validity specified by the cardholders.
  2. What are the different types of e-mandate?
    1. Fixed e-mandate: The bill value received from merchant will always be a fixed value (eg. in case of Rs. 499 plan opted by cardholder at an OTT merchant)
    2. Variable e-mandate: The bill value will vary in every recurring transaction (eg. electricity bill)
  3. What are the detailed guidelines from RBI with regards to e-mandate(s) for recurring transactions?
    1. Additional Factor of Authentication (AFA) to be performed for following:
      1. E-mandate Registration
      2. First transaction debit
      3. Recurring transaction – if amount is greater than Rs. 5,000/-
      4. If recurring transaction amount is less than Rs. 5,000 but greater than the “e-mandate Limit amount” that was set at merchant by cardholder.
      5. Modification of e-mandate
      6. Deletion of e-mandateNote: AFA can be clubbed if registration and first transaction (i.e. (i) & (ii) together) are done together.
    2. Pre-transaction notification to cardholders
      1. Pre-transaction notification to be sent to cardholder for every e-mandate at least 24 hours before actual debit.
      2. This notification is sent to cardholder to give an “opt out” option for that debit or the e-mandate. Any such opt-out shall entail AFA validation.
      3. In case the transaction amount is greater than Rs. 5,000/-, then cardholder is required to approve this transaction through AFA. In case cardholder doesn’t approve the transaction, Standard Chartered Bank will decline the same. It is the cardholder’s responsibility to pay directly to biller in such cases and Standard Chartered Bank is not liable for any claims for non-payment or charges levied by merchant biller.
    3. Interface to be provided to cardholders to manage e-mandate(s) i.e to delete/modify e-mandate(s).
    4. The above guidelines apply to both domestic and international recurring transaction spends.
    5. Post-transaction notification to inform the cardholder about the name of the merchant, transaction amount, date / time of debit, reference number of transaction / e-mandate, reason for debit.
                
      For further details please refer to RBI website https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=12051&Mode=0
                             
  4. How will the AFA be performed by Standard Chartered Bank?
    An OTP based AFA will be performed, where OTP will be sent to registered mobile number of the cardholder.
  5. How can we set an e-mandate as per new RBI compliant process?
    The same can be set at merchant’s website/app. Please check with merchant on compliance to RBI guidelines before setting e-mandate
  6. Are there a list of merchants which are complaint to this new e-mandate guideline on recurring payments?
    This is an ongoing process and currently, we do not have a confirmed list available. These guidelines require changes across payments ecosystem – including merchant’s & acquirers. Request cardholders to check directly with merchant on their readiness to accept e-mandate as per RBI guidelines.
  7. What are the inputs that cardholder needs to give to merchant during e-mandate registration?
    These will vary from merchant to merchant. However, below are some of the inputs:

    1. Bill parameters (eg. Relationship number, Consumer number, Meter number, Plan name, Policy number, etc. as the case may be)
    2. e-mandate start date
    3. e-mandate end date
    4. e-mandate limit amount (if it’s not a fixed product plan)
  8. What can be modified in an e-mandate?
    1. E-mandate limit amount (only in case of Variable type of e-mandate. Refer point no. 2 to know about Variable e-mandate)
    2. E-mandate end date
  9. I have set an e-mandate at merchant’s platform as per RBI compliant process, but my card number has changed. Will the new card number get updated against my e-mandate at merchant’s end automatically?
    New card numbers will not get automatically updated at merchant’s end. Cardholders are required to update new card number for e-mandate(s) at respective merchant platforms
  10. Which recurring transactions will be declined effective October 1st, 2021?
    All recurring transactions which will not comply with RBI e-mandate framework will be declined. Even existing recurring mandates will get declined if merchant is unable to send transaction details as per the required format by RBI. Overseas recurring transactions will also get declined as of now effective October 1st, 2021
  11. Are the merchants and the Bank ready to meet the new conditions?
    The new conditions prescribed by RBI require a cohesive effort by all stakeholders, including Card Issuing banks, Merchant Acquiring Banks, Card Networks and Merchants. All constituents have to complete the development, integration and deployment of a COMMON platform fully compliant with the RBI guidelines. Recently a common industry-wide platform has been built, and Standard Chartered Bank has completed its internal development and integration. We are now working jointly with merchants for making it live for customers at the earliest.
  12. How do I make payments to existing merchants with SI? Will my services be declined if the SI is not paid from my card?
    For uninterrupted services, kindly make the payment directly on the service provider apps or merchants, as per the billing frequency.
  13. How do I register for my Standing Instructions or recurring payments again?
    You may check with the merchant / service providers where Standing Instruction or recurring payment was registered earlier. Merchants / service providers, who are compliant with the regulations will be allowing new registrations for recurring payments post doing AFA (additional factor of authentication) using OTP.
  14. I have few utility payments registered for recurring transactions on Standard Chartered Bank BillPay. Will that get declined too?
    This regulation is applicable to domestic/international recurring transactions maintained with the Merchant/Product/ Service Provider directly by customer on debit or credit cards. If your utility payment Standing Instruction(s) registration was done using the Standard Chartered Bank BillPay option, then there will be no impact to your utility bill payment due to this change.