Dispute Management System

DMS is a part of Bharat Bill Payment System, which ensures creation, escalation and resolution of disputes
raised by BBPOU’s. These disputes can be raised through Bharat Bill Payment System Canvas.

Participants in Dispute management System (DMS):

 Initiator ( COU ) Opposer (BOU)
 BBPCU (CU led panel to take final decision when dispute not sorted out

Steps in DMS:
Stage 1- Request for Information: Refund or Force Payment

a) Refund - COU can raise refund with the transaction obtained through RFI.
Refund will have Dispute Reason Code associated with TAT.

Reason Code:
1. Wrong Account credited
2. Amount not credited
3. Wrong Amount credited
4. Multiple Transaction (e.g. double payment)
5. Any other reason
Flow:

 Opposer can Accept/Reject the dispute.

 In case of no response from opposer, dispute will be considered as “Deemed Reject “and assign it to
Initiator.
 Initiator can withdraw/ raise the dispute in Pre-arbitration
 If the initiator does not respond within prescribed TAT It will be considered as “Auto –Withdraw”

b) Force Payment - BOU can raise Force-Payment with the transaction obtained through RFI.
Force-Payment will have Dispute Reason Code associated with TAT.

Reason Code:
1. Invalid Reversal
2. Settlement not done

 Opposer can Accept/Reject the dispute.

 In case of no response from opposer, dispute will be considered as “Deemed Reject “.
 Initiator can withdraw the dispute of raise the dispute in Pre-arbitration.
 If the initiator does not respond within TAT, the dispute will be considered as “Auto –Withdraw”
and closed.
Stage 2 - Pre-arbitration: If the opposer has rejected the dispute or not acted on the dispute (deemed
rejected).

Stage 2a - Good-Faith: Dispute can be raised before ‘Pre-Arbitration’ stage. It facilitates “Partial Payment/ Full
Payment by BOU “.Stage 3- Arbitration: If dispute not resolved in ‘Pre-Arbitration’ stage it becomes eligible for
Arbitration. Only CU can close the dispute.

Process flow for Pre-Arbitration, Good-Faith, and Arbitration stages is similar to Stage 1.
Key Features:
• Charges at each stage is configurable.
• At any stage of dispute, if it is accepted by opposer, amount will be flagged for clearing from opposer.
• If the Opposer does not respond, dispute will be considered as “Deemed Reject’.
• If the Initiator post rejection / deemed rejection fails to take it to the next stage then the dispute will be
considered as “ Auto – withdrawn “ and closed in the system.
Refer below process flow in canvas for DMS.

Refund initiation COU

Status Check (COU screen)

Status Check
Responder screen (BOU)
Responder screen (BOU)

Bulk Disputes
1. Select DMS Bulk-> Raise Dispute Sub-Menu in DMS module: