USER GUIDE ON HOW TO RESPOND TO CHARGEBACK

CLAIMS ON THE FIRSTMONIE AGENT PORTAL

STEP 1

When a chargeback claim is raised against any of your store(s), you will receive an email in your
Agent admin mailbox notifying you of the claim.

See below chargeback mail sample:

Note

- Do not respond to this mail

- Use the transaction details to trace the transaction
STEP 2

Log into the Firstmonie Agent portal with your Agent admin ID and PIN.

After logging in, you will get this page:

STEP 3: Navigate to the Chargeback module on the portal
The chargeback module is on the lower-left side of your portal homepage (It is inside the yellow box
in the above image).

After clicking the chargeback module, you will get the below page:

The above page shows you the list of chargeback claims and transaction details.
STEP 4
Click the "View" option beside the claim.
The page below comes up to allow you provide a response to the claim.

 Look through and confirm the transaction details.

 Select if cash was given to the customer or not:
- If cash was not given to the customer, your Agent account would be debited with the
disputed amount.
- If cash was given to the customer, please proceed to upload the transaction receipt under
‘Upload file’ as evidence of cash given to the customer.
 After this, click the "Upload" button to submit the response.

The below confirmation screen is displayed once response is successfully submitted:

Definition of terms

Response count – Number of times responses have been exchanged for a particular claim i.e between
Bank and Agent

STATUS

STATUS MEANING
New claim new claim with no response
Processing Agent has responded, awaiting bank action
Rejected Bank rejected Agent’s submission. Agent to read the comments or
reasons for rejection, ammend as required and resubmit
Closed Bank accepted Agent’s submission and claim is closed