Raising transaction dispute for SBM debit card via the app

(Please note this for internal do not share with customers)

When a user notices such a transaction, they often reach out to support asking if a refund will be processed. To proactively address this concern, we’ve introduced an improved dispute flow within the SBM app:

1. Location in App:
   Within the Transactions section → when the user taps on a specific transaction → and selects “Raise a Dispute”
   

2. After User clicks - Raise Dispute
   Users will now see a clear option:
   "Money was debited but not received by the merchant"

3. Dynamic Flow Based on Transaction Age:

   • If the transaction is ≤ 3 days old:
     User sees a message reassuring:
     “Don’t worry, your money is safe. Please wait for up to 3 days.”

   • If transaction is > 3 days old:
     Based on the transaction type:

     • Domestic: Refund TAT shown as 5 days

     • International: Refund TAT shown as 10–15 days

4. Email Generation Option: Only for > 3 days old
   On these screens, the user will see a “Help me write an email” button. Clicking this triggers:

   • An auto-generated email with all relevant transaction details

   • Pre-filled subject line:
     "Refund Request: Unsuccessful SBM Debit Card Transaction"

   • On submission, the email is sent directly to the bank