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 Transaction
• Merchant ID (MID)
• Card Number
• Auth Code
• Transaction Amount
• Refund Amount

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:

• The number of requests
• All details provided are correct
• Details are in the requested format

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:

• Please advise us in advance if you are expecting more sales on the next day
• Pay the extra amount to Network International’s account and confirm with us by sharing the deposit slip
• Contact your Sales Manager for the next steps

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.