BB issues Bangla QR dispute resolution guidelines

Bangladesh Bank (BB) has issued guidelines for resolving disputes arising from Bangla QR (Merchant Payment) transactions to ensure a faster, transparent and coordinated settlement process for customers and merchants.

The guidelines, titled “Guidelines on Dispute Resolution for Bangla QR (Merchant Payment) Transactions,” set out the responsibilities of customers, merchants, issuers, acquirers, payment service providers (PSPs), payment system operators (PSOs) and other concerned parties in handling transaction-related disputes.

According to the guidelines, disputes may involve issues such as failed, reversed, duplicate or unauthorized transactions, while a structured mechanism has been prescribed for lodging complaints, investigation, and resolution and refund where applicable.

The central bank has also outlined timelines for different stages of dispute resolution, including automatic reversal of failed transactions and merchant-initiated refund procedures.

The guidelines require banks and other concerned entities to maintain necessary transaction records and provide relevant information to facilitate investigation and settlement of disputes.

They also prescribe procedures for handling disputes through the National Payment Switch Bangladesh (NPSB) and require concerned entities to ensure proper communication with customers during the resolution process.

The guidelines aim to strengthen consumer protection, improve confidence in Bangla QR payments and ensure greater efficiency and accountability in the country's growing digital payment ecosystem.

The document was issued by Bangladesh Bank's Payment Systems Department.