FAQs

In payment transactions processing, merchant acquiring helps enable merchants to accept payments by acting as a link between merchants, issuers, and payment networks. It helps them get authorisation, clearing, settlement, dispute management, and even information services on-demand. 

Merchant processing services also enable your business to accept a payment through a secure and encrypted channel such as Point of Sale (PoS) terminals, Bharat QR code, or the UPI Payment Gateway.  

All variants of Visa, Mastercard, Diners and RuPay cards are accepted.

FAQS 

1.  HDFC Bank SmartHub solutions 

• How do solutions such as HDFC Bank SmartHub benefit your business? 
  As one of the country’s foremost merchant acquirers, we are constantly looking for ways to enhance your lives through our solutions. HDFC Bank SmartHub allows your business to be digitally-ready by providing zero investment digital payment solutions, as and when you need them. It allows you to collect payments from anyone, anywhere and at any time.
  
  
• Does HDFC Bank’s SmartHub supports all technology platforms? 

HDFC Bank SmartHub supports the leading, and most widely used platforms. such as Java, PHP, NET, Python etc. 


2.  Payments and Settlement 

• ​​​​​​​Is it possible to see a breakdown of collections by types of transaction and channels through which payments were processed? 
  HDFC Bank SmartHub aggregates all the funds from all the channels (banking partners) and presents it in your Current Account. The funds collected for the day and through all channels with the merchant can be viewed via the merchant dashboard. This also allows you to check transactions by channel if needed. 
  
  
• Which currency is displayed when customers from overseas transact? 

In case of Dynamic Currency Conversion (DCC-enabled) POS, the amount is displayed in supported foreign currency. For the Payment Gateway, it is displayed as per Multi-Currency Transaction (MCC) supported foreign currency


3.  Chargeback and refunds 

• What is chargeback?
  It is a dispute raised by customer with their issuing bank for a deduction on their account using a Debit/Credit card/UPI. When a cardholder disputes a transaction, the issuer may ask for a written explanation of the problem from the cardholder and can also request a copy of the acquirer, if needed. If issuers find the cardholder’s claim to be valid, it raises chargeback to the acquirer. 
  
  
  
• What are the reasons for chargeback? 
  Some of the common reasons for chargeback disputes include:  
  
    -  The customer does not recognise the charge or payee on their statement. 
    -   The customer did not receive the product or services. 
    -   The customer feels that the product or services was defective, damaged, or not as described. 
    -   The customer’s credit card was stolen or used without their consent, a fraud case. 
    -   Accidental duplicate billing or incorrect billing. 
    -   Refund authorised, but never credited back to the customer. 
  
  
• Which are the reasons for chargeback raised? 

Common reasons for chargeback disputes include: 

-  The cardholder contacts issuing back to raise a claim. 
-   The issuing bank reviews the cardholder’s claim. 
-   If the issuing bank finds the cardholder’s claim to be invalid, the claim is rejected. 
-   If the issuing bank finds the cardholder has a valid claim, issuing bank raise a chargeback on acquiring bank. 

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4.  Merchant Support 

• ​​​​​​​What are the customer support channels for HDFC Bank SmartHub, DiGiPOS and Payment Gateway solutions?
  You can call or email us at via the HDFC Bank Merchant Helpdesk. Once we receive your email, you will get an instant response with estimated timelines to address your query/concern.
  
  HDFC Bank Merchant Helpdesk