AGREEMENT

This Agreement (the “Agreement”) is effective as of 8 October 2018 (the “Effective Date”)

BETWEEN: Software Shop Limited, a limited company incorporated in Bangladesh having

its registered office at 93/B New Eskaton Road, Dhaka-1000, Bangladesh
(Hereinafter referred to as “SSL” which expression, unless repugnant to the
context shall include its successors-in-interest, assignees, nominees,
administrators, officers and legal representatives) of the FIRST PART.

AND: BANK NAME, a banking company constituted under the Bank of Credit and
Commerce International (Overseas) Limited (Reconstruction) Scheme, 1992
prepared by the Bangladesh Bank under Section 77 of the Bank Companies Act,
1991 and incorporated in Bangladesh with limited liability, having its head office
at Address, hereinafter referred to as the “BANK”, (which expression shall,
unless excluded by or repugnant to the context, mean and include its employees,
executors, administrators, legal representatives, successors-in-interest and
assignees) of the SECOND PART.

(Hereinafter collectively referred to as “Parties” and individually as “Party”).

RECITALS

WHEREAS, SSL is a company working in Bangladesh in the sector of information technology and has
the expertise to provide different Bill, Utility and Merchant payment services to businesses and also for
individuals. SSL is also working as a payment hub under SSLCOMMERZ gateway which has connected
different merchants with different payment channels. SSL is also acquiring new merchant’s base for its
merchant payment gateway and enabling them to accept payments from customers through various
banks and payment channels.

AND WHEREAS, The Bank is engaged in banking business and as part of its banking operations it is
engaged in the providing banking services through Internet/e-commerce transactions.

AND WHEREAS, The Bank agrees to provide SSL and/or its Merchant regular payment for sale of its
goods/services through Internet/e-commerce transaction for debit and credit cards subject to the terms
and conditions stated in this Agreement;

In pursuant to this, SSL desires to avail the e-Commerce Payment Gateway Services from the Bank for
its online Merchants base under SSLCOMMERZ merchant payment gateway and SSL agrees to avail the
same in consideration of a Processing fee and other charges as prescribed by the Bank from time to time
subject to the following General Terms and Conditions:

1. Definitions:

The following expressions used in the General Terms and Conditions shall have except where not
appropriate in the context the following meanings:

i.) ‘Agreement’ means the Agreement between the Bank and SSL, which is expressed to be subject to
these Terms and Conditions.
ii.) ‘Bank’ means The BANK NAME, a banking company incorporated in Bangladesh.
iii.) ‘Merchant’ means SSL and/or the party signed up with SSL for selling its product or services online
through SSLCOMMERZ merchant payment gateway.
iv.) ‘Cardholder’ means a person to whom a Nominated Card has been issued.
v.) ‘e-Commerce Payment Gateway’ means an electronic means of transacting sales with a Nominated
Charge Card or Nominated Co-Branding Charge Card using an electronic funds transfer through
internet.
vi.) ‘Payment Gateway Service’ or ‘Services’ means collection and processing of payments/funds from
the designated accounts of the customers using Nominated Charge Card or Nominated Co-Branding
Charge Card against sale of goods/services in the internet.
vii.) ‘Nominated Card’ means any card of a type, which the Heritage is authorized to accept pursuant to
clause 8 and which, is specified in the Agreement.
viii.) ‘Chargeback’ means a Transaction that the Bank charges back to SSL and/or its Merchant in
accordance with the Agreement;
ix.) ‘Merchant Account’ means the bank account or accounts nominated by SSL and/or its Merchant
for the purposes of the Agreement as detailed hereunder or by written instruction of SSL and
confirmed receipt by the Bank.
x.) 'Processing fee' means the convenience charges applied on an e-commerce payment made
online using a Nominated Card. This is also referred to as Transaction Discount Rate (TDR) when
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 the merchant absorbs the fees with its sales or Merchant Service Fee (MSF) when the merchant
charges the customer in addition to its sales value.
xi.) SSLCOMMERZ means the merchant payment gateway of SSL Wireless where large number of
merchants and banks are connected for bridging and enabling e-commerce payments.

2. Provision for e-Commerce Payment Gateway Services (Services)

2.1 In consideration of the Bank agreeing to provide SSL with the e-Commerce Payment Gateway Services
as payment Aggregator of the Bank, SSL agrees to pay the Processing Fee as stated herein or as may be
determined by the Bank from time to time and also undertakes to the Bank that SSL shall:

(i) at all times observe the provision of the Agreement and all other documents it has reference to
this Agreement;
(ii) honor all valid Nominated Charge Cards and Nominated Co-Branding Charge Card by
supplying goods and services to the Cardholder at SSL and/or its Merchant's normal prices; A
Nominated Card is valid if:
(a) the Nominated Card has current validity dates;
(b) the Nominated Card has not been visibly altered or tampered with in any way;
(c) the Nominated Card is signed on the back in the designated area for card signatures;
(d) the account number appearing on the Nominated Card corresponds with the number
printed, encoded or otherwise shown on the Nominated Card;
(e) the signature on the reverse of the Nominated Card has not been altered or defaced and
(f) the Nominated Card meets each of the criteria for validity set out in the Agreement.
(iii) stop accepting a Nominated Charge Card or Nominated Co-Branding Charge Card immediately
if:
(a) the Bank gives SSL a notice to do so or
(b) any of the following events occur.
(1) The Agreement is terminated;
(2) Violate any rules and guidelines as prescribed by the respective Nominated Card
Issuer or any other as may be nominated by the Bank from time to time.
(3) The Services are suspended; or
(4) There is a change in Law or to the regulations, by-laws or rules which prevents the
Bank providing the Services.
(iv) establish a fair policy for giving refunds or exchanging goods/services for sales transactions
and will give refunds not in cash but by means of a sales refund transaction in accordance with
the Nominated Card Scheme rules that the Bank notifies to SSL from time to time in processing
Refunds;
(v) obtain prior authorization for any sale;
(vi) perform all obligations to Cardholders in connection with a sale giving rise to a sale transaction
prior to processing the sales transaction to the Bank;
(vii) ensure dispatch/delivery of goods sold through e-Commerce Payment Gateway to the
Cardholder immediately after processing that sales transaction to the Bank.
(viii) use reasonable care in the sales transaction to detect forged or the unauthorized use of a
Nominated Charge Card; In particular, the Merchant base of SSL must comply with specific
requirements set out in the Agreement or otherwise notified by the Bank to SSL in writing.
(ix) permit the Bank to charge or credit to the account of SSL or its Merchant without notice any
deficiencies or overcharges established after audit or check by the Bank of such account;
(x) display prominently in SSL's Merchant's e-commerce website the Nominated Charge Card
decal insignia supplied;
(xi) accept only those types of Charge cards which the Bank notifies SSL as being authorized and
which the Bank has not subsequently notified SSL as having ceased to be authorized.
(xii) not use any advertising or promotional material in relation to the Nominated Charge Card
systems except as authorized by the Bank;
(xiii) Lodge Transactions with the Bank for settlement in accordance with Banks Guide and retain
information about a Transaction for a period of 12 months from the date of the Transaction or
such other period required by Law or notified by the Bank. The Bank will Guide about a
Transaction which SSL must retain. At the end of the 12 month or other period referred to
herein, SSL may destroy any information about the Transaction. SSL must ensure that any
document containing any Cardholder's full account number is securely destroyed in a manner
which makes that information unreadable.
(xiv) pay on demand the amount of any debit as aforesaid which may remain unpaid;
(xv) permit the Bank to deploy security patches to SSL's gateway during installation and time to time
after live deployment;
(xvi) allow the Bank to interface between the Bank’s e-Commerce Payment Gateway and SSL's
systems using acceptable data formats which will be transferred back and forth using https and
other security protocols.
(xvii) have technical resource to maintain and manage technical issues related to this.
(xviii) provide necessary system log and necessary data/information related to any transactional
dispute and fraud.
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(xix) deliver at least one copy of the Sales Invoice to the Cardholder/Customer over email or SMS;
(xx) take necessary step to ensure that the shopping cart of SSL and/or its Merchant's e-commerce
sites under its gateway would prevent fraudulent activity like phishing, tampering, any malware
attack, etc.
(xxi) provide an option to the Cardholder to print a Transaction Voucher/Invoice from the Internet
against each sale/purchase of goods through e-Commerce Payment Gateway. Unless
otherwise authorized by the Bank in writing, the information on the Transaction Voucher must
be identical with information on any other copy of the Transaction Voucher and must include all
information required by the Bank.
(xxii) comply with all applicable Laws in carrying out its obligations in processing Transactions under
the Agreement including without limitation all necessary Rules, Regulations and Guidelines
prescribed by Bangladesh Bank from time to time. For the avoidance of doubt, a breach of any
Law including any code of conduct specifically regulating or prohibiting the retention by SSL
and/or its Merchants of Cardholders' personal identification numbers, passwords or other codes
or information that can be used to access a Cardholder's account will constitute a breach of this
undertaking.
(xxiii) ensure that it processes all Transactions in accordance with the requirements of any Nominated
Card Scheme rules that the Bank notifies to SSL from time to time.
(xxiv) ensure that the Transaction is recorded in Bangladesh Local Currency except where the Bank
has given prior written approval to SSL to record Transactions in other currencies.
(xxv) permit the Bank to debit the account of SSL's Merchant with:-
(a) such charges (including service charges, fees and other charges) as are set by the Bank
from time to time and which are notified by the Bank to SSL and/or its Merchant:
(b) the full amount of all sales refund transactions presented by SSL and/or its Merchant
pursuant to the Agreement less any charges referred to in sub paragraph (a) hereof
already debited to SSL and/or its Merchant's account in respect of the transactions;
(c) any over credits made by the Bank in respect of sales transactions due to errors or
omissions;
(d) any credits made by the Bank in respect of sales transactions which are not valid;
(e) all stamp duties, postage, commissions, charges, exchanges, re-exchanges and
expenses according to the usages and course of business of the Bank;
(f) any other moneys due to the Bank by SSL pursuant to the Agreement;
(g) any certain transaction where special discount rate is involved but not provide to the
cardholders under certain Co-Brand Agreement at the campaign time.
(xxvi) SSL and/or its Merchant must not:
(a) make any representation in connection with any goods or services or any Nominated
Card which may bind the Bank;
(b) make any representations to any Cardholder concerning the Bank's products or policies;
(c) take part in the preparation of any documents purporting to provide for credit to be
provided by the Bank to the Cardholder;
(d) engage in any conduct which is false, misleading or deceptive concerning goods or
services supplied by SSL and/or its Merchant, the Bank's products or policies or in any
other dealings with the Cardholder;
(e) make any warranty or representation whatsoever in relation to goods or services supplied
by SSL and/or its Merchant which may bind the Bank;
(f) establish minimum or maximum amounts as a condition for accepting a Card;
(g) impose a surcharge or fee for accepting a Card without prior approval of the Bank;
(h) establish any special conditions for accepting a Card;
(i) submit any transaction representing the refinance or transfer of an existing Cardholder
obligation deemed uncollectible;
(j) submit a transaction or sale that has been previously charged back; and/or
(k) Any tax required to be collected must be included in the total transaction amount and not
collected in cash.
(xxxi) SSL and/or its Merchant must not participate in the following business:
(a) Adult goods and services which includes pornography and other sexually suggestive
materials (including literature, imagery and other media); escort, dating or prostitution
services. Apparatus such as personal massagers/vibrators and sex toys and
enhancements;
(b) Alcohol, which includes Alcohol or alcoholic beverages such as beer, liquor, wine, or
champagne;
(c) Body parts, which includes organs or other body parts – live, cultured/preserved or from
cadaver;
(d) Bulk marketing tools which includes email lists, software, or other products enabling
unsolicited email messages (spam);
(e) Cable TV descramblers and black boxes which includes devices intended to obtain cable
and satellite signals for free;
(f) Child pornography in any form;

Page 3 of 11
 (g) Copyright unlocking devices which includes Mod chips or other devices designed to
circumvent copyright protection;
(h) Copyrighted media, which includes unauthorized copies of books, music, movies, and
other licensed or protected materials;
(i) Copyrighted software which includes unauthorized copies of software, video games and
other licensed or protected materials, including OEM or bundled software;
(j) Counterfeit and unauthorized goods which includes replicas or imitations of designer
goods; items without a celebrity endorsement that would normally require such an
association; fake autographs, counterfeit stamps, and other potentially unauthorized
goods;
(k) Drugs and drug paraphernalia which includes illegal drugs and drug accessories,
including herbal drugs including but not limited to salvia and magic mushrooms;
(l) Drug test circumvention aids which includes drug cleansing shakes, urine test additives,
and related items;
(m) Endangered species, which includes plants, animals or other organisms (including
product derivatives) in danger of extinction;
(n) Government IDs or documents which includes fake IDs, passports, diplomas, and noble
titles;
(o) Hacking and cracking materials which includes manuals, how-to guides, information, or
equipment enabling illegal access to software, servers, websites, or other protected
property;
(p) Illegal goods which includes materials, products, or information promoting illegal goods
or enabling illegal acts;
(q) Miracle cures which includes unsubstantiated cures, remedies or other items marketed
as quick health fixes;
(r) Offensive goods which includes literature, products or other materials that:
(i) Defame or slander any person or groups of people based on race, ethnicity,
national origin, religion, sex, or other factors;
(ii) Encourage or incite violent acts;
(iii) Promote intolerance or hatred.
(s) Offensive goods, crime which includes crime scene photos or items, such as personal
belongings, associated with criminals
(t) Prescription drugs or herbal drugs or any kind of online pharmacies which includes drugs
or other products requiring a prescription by a recognized and licensed medical
practitioner in Bangladesh or anywhere else
(u) Pyrotechnic devices and hazardous materials which includes fireworks and related
goods; toxic, flammable, and radioactive materials and substances
(v) Regulated goods which includes air bags; batteries containing mercury; Freon or similar
substances/refrigerants; chemical/industrial solvents; government uniforms; car titles;
license plates; police badges and law enforcement equipment; lock-picking devices;
pesticides; postage meters; recalled items; slot machines; surveillance equipment; goods
regulated by government or other agency specifications
(w) Securities, which includes stocks, bonds, mutual funds or related financial products or
investments
(x) Tobacco and cigarettes which includes cigarettes, cigars, chewing tobacco, and related
products
(y) Traffic devices, which includes radar detectors/ jammers, license plate covers, traffic
signal changers, and related products
(z) Weapons, which includes firearms, ammunition, knives, brass knuckles, gun parts, and
other armaments
(aa) Wholesale currency, which includes discounted currencies or currency, exchanges
(bb) Live animals or hides/skins/teeth, nails and other parts etc of animals.
(cc) Multi Level Marketing schemes or Pyramid/Matrix sites or websites using a matrix
scheme approach
(dd) Any intangible goods or services or aggregation/consolidation business
(ee) Work-at-home information
(ff) Drop-shipped merchandise
(gg) Any product or service, which is not in compliance with all applicable laws and regulations
whether federal, state, both local and international including the laws of Bangladesh
(xxxii) SSL and/or its Merchant will not store any card or account related information in any form
without any written authorization and consent from the Bank;

2.2 Upon request, SSL and/or its Merchant must disclose details of any service providers who facilitate
transactions on SSL and/or its Merchant’s behalf to the Bank.
(i) SSL and/or its Merchant must follow the Security Incident Response Protocol immediately upon
suspected or known breaches on SSL and/or its Merchant’s system, or that of any service
provider who has access to, stores or transmits credit card payment details. SSL and/or its
Merchant must:

Page 4 of 11
 (a) Identify the cause of the event and immediately notify the Bank;
(b) Isolate or unplug any affected systems from all networks involved in the Services;
(c) Cease installing or making any changes to software related to the Services;
(d) Tighten security controls pertaining to all networks relating to the Services;
(e) Implement and follow the Security Incident Response Protocol.
2.3 In consideration of providing the e-Commerce Payment Gateway services smoothly and due compliance
of the covenants set out herein, the Bank agrees with SSL that the Bank will:
(i) provide all necessary specifications documents with necessary technical consultancy in order
for SSL to connect its gateway to Bank's e-Commerce Payment Gateway.
(ii) act as the facilitator to accept payments from the designated accounts and cards of the
customers against sale of goods in the internet made through SSL and/or its Merchants;
(iii) provide all necessary support to resolve any troubleshoot or any technical issues reported by
SSL and/or its Merchant;
(iv) ensure the uptime of the e-Commerce Payment Gateway with 99.99% availability except for
the time when the Bank's systems are going through routine or emergency maintenance, for
which the Bank shall notify SSL with sufficient time so that SSL can inform its Merchants;
(v) co-operate SSL for launching any new e-Commerce services and participate in promotional
offers to build awareness and bring mutual customers on board to use e-Commerce services.

3. Settlement of Transactions

In consideration of payment of fees and charges (as may be set out by the Bank from time to time) and due
compliance of the covenants set out herein, the Bank agrees with SSL that the Bank will:
(i) act as the facilitator to collect payments/funds from the designated accounts of the customers
against sale of goods in the internet made using the Nominated Charge Card or Nominated Co-
Branding Charge Card;
(ii) accept all valid sales transactions and sales refund transactions made by SSL and/or its
Merchant pursuant to the Agreement;
(iii) credit the account of SSL and/or its Merchant with the net amount after deducting the Merchant
fees (as mentioned in Annexure 1) of all valid sales transactions processed pursuant to the
Agreement and authorized by the Cardholder or authorized user of the Nominated Charge Card
on the basis that the debt due to SSL and/or its Merchant is extinguished;
(iv) supply SSL and/or its Merchant with supplies including decals and promotional material (e.g.
Co-Brand equipment) and upon terms and conditions agreed to from time to time between SSL
and the Bank.
(v) accept all Refund Transactions processed by SSL and/or its Merchant in accordance with the
Agreement and to debit SSL and/or its Merchant Account with the full amount of each Refund
Transaction.
(vi) issue a monthly record of Transactions statement to SSL and/or its Merchant including a
summary of the number of Debit Transactions and the number and total amount of all Credit
Transactions processed by the Bank to SSL and/or its Merchant Account during the previous
month.

4. When SSL supplies Transaction details to the Bank, SSL represents and warrants to the Bank that:
(a) all Transaction details are true and correct;
(b) SSL and/or its Merchant has complied with the requirements of the Agreement applicable to
processing of Transactions;
(c) SSL and/or its Merchant is not aware of any fact which would cause the Transaction to be an
Invalid Transaction;
(d) SSL and/or its Merchant has complied with all applicable Laws in carrying out its obligations in
connection with the Transaction under the Agreement;
(e) the information SSL has provided the Bank in the Application remains true and correct and not
misleading in any material respect; and
(f) that the sale is not subject to any dispute, set-off or counterclaim.

5. A Sales transaction shall not be valid if:

a) the transaction and its records are illegal;
b) the particulars inserted in the sales voucher are not identical with the particulars inserted in
the copy given to the Cardholder;
c) the Nominated Card is invalid at the time of transaction;
d) the Nominated Card is listed on the Warning Bulletin issued to the ‘Merchant;
e) SSL has failed to observe the Agreement in relation to the transaction;
f) the Nominated Card was used without the authority of the Cardholder.
6. Refusal to Accept Transaction
The Bank may refuse to accept or having accepted may charge back any sales transaction if:

(i) the sales transaction is not a valid sales transaction;

(ii) the Cardholder justifiably disputes liability for any reason;
(iii) the Cardholder justifiably asserts a claim for a set-off or a counterclaim.
Page 5 of 11
7. Dispute & Chargeback process:
i) If a Transaction is an Invalid Transaction, the Bank may, with prior discussion with SSL
(and without a request or demand from a Cardholder):
a) Refuse to accept the Transaction; or
b) If the Transaction has been processed, at any time within 180 working days of the date
of the Transaction, charge that Transaction back by debiting SSL and/or its Merchant
Account or otherwise exercising its rights under the Agreement;
c) When a request comes to bank from the cardholder as dispute then bank will inform to
SSL to provide related documents for that service or product like invoice, delivery
challan etc. to them. Dispute regarding any soft product like Pre Paid & Post Paid Cards
& Mobile Top Up, no Chargeback will be acceptable if service has been provided.
Dispute regarding any deliverable material product, charge back process will be
acceptable and SSL will submit related document to Bank within 7 days of receiving
such notice;
ii) If the Bank receives a payment from a Cardholder relating to an Invalid or Failed Transaction
that has been charged back to SSL and/or its Merchant, the Bank will pay an amount equal
to that payment (only if the investigation found those transaction as a valid transaction) to
SSL and/or its Merchant less any amount which the bank is entitled to withhold or set-off
under the Agreement.
iii) Despite any contract, arrangement or understanding to the contrary, in respect of all
Transactions processed by SSL, SSL's Merchant, the Cardholder will be entitled to initiate a
dispute of the Transaction on reasonable grounds to SSL and//or its Merchant where
permitted in accordance with the chargeback rules of the relevant Nominated Card Schemes.
iv) No chargeback process will be automated. Bank will do Electronic communication in this
regard. This Agreement, Notices or other communications regarding Merchant account
and/or use of the service (“Communications”), may be provided to SSL electronically and SSL
agrees to receive all communications from Bank in electronic form. Electronic communication
in this case shall be considered as e-mail communication. If required, Bank may also take
written consent from SSL.

9. Term & Termination:

9.1. This Agreement shall commence on the date of execution of the contract and shall continue for an
initial period of 3 (three) years and shall automatically be renewed thereafter on a yearly basis
unless and until terminated by any Party giving 30 days prior written notice to that effect to the other
Party.
9.2. Without prejudice to any other provisions of this Agreement, this Agreement may be terminated by
any Party:
9.2.1. By providing 30 days prior written notice showing the proper reason (e.g., Substandard,
Defective or Uncompetitive Products or Services, Lack of Joint Opportunities etc.) to the other
party is in this agreement. Within the first 15 days all the parties shall take proper initiative to
resolve the matter by holding a meeting with concern teams of the parties. If the issues are
resolved at this stage than parties will proceed on with the agreement.
9.2.2. If the issues are not resolved by this step than the matter shall be referred to the senior
executives of the parties for resolution within next 30 days.

9.2.3. On giving written notice to the other Party if the other Party (being a company) shall have a
receiver, manager, administrator, administrative receiver or liquidator appointed or shall pass
a resolution for winding up (otherwise than for the purpose of solvent amalgamation or
reconstruction) or a court shall make an order to that effect or if the other Party shall enter
into any composition or arrangement with its creditors or if Bank (being an individual) shall
have a petition for bankruptcy presented to him or a bankruptcy order is made against him.
10. Governing Law:

This agreement shall be governed in accordance with the laws of the Peoples Republic of Bangladesh.

All disputes relating to the terms and conditions of this agreement shall be settled amicably between the
two parties within 30 days. If the amicable settlement fails or that 30 days period expires without any
settlement then that dispute shall be referred to arbitration in accordance with the provisions of the
Arbitration Act, 2001. Each party shall appoint its own arbitrator and the arbitrator of the parties so
appointed shall appoint a third arbitrator who shall be the Chairman of the Arbitral Tribunal.

11. Force majeure:

In the event that performance by either party hereunder of any of it’s obligations under the terms of this
agreement shall be interrupted or delayed by force majeure or Act of God, including but not limited to acts

Page 6 of 11
of war, riot, civil commotion, act of state, strikes, fire, earthquake, flood or by occurrence of any other
event beyond the reasonable control of such party hereto, then such party shall notify the other party of
such force majeure within twenty-four (24) hours of the occurrence of such event.

12. Confidentiality:

Both parties shall keep confidential all information that is received from the other party or becomes known
as a result of this Agreement and shall not disclose any such information to anyone and for any purpose
unless required by Government, judicial order or by regulatory authorities.

13. Review Procedure:

This agreement shall be reviewed as and when required by any of the party. If any party wishes to make
any amendment to this agreement it shall communicate the same in writing to the other party and if the
other party accepts the changes then the agreement shall be amended accordingly. Any such changes
shall be incorporated and will be added as supplemental to this Agreement and will be an integral part of
this Agreement which shall be duly signed by the authorized representative of both the parties.

14. Severability

If any portion of this agreement is determined to be illegal, invalid, frustrated or unenforceable, for any
reason, then, insofar as is practical and feasible, the remaining portions of the Agreement shall be deemed
to be in full force and effect as if such invalid portions were not contained herein.

IN WITNESS WHEREOF, each party represents that it has full power and authority to enter into and
perform this Agreement, that the person signing this Agreement on behalf of each party, has been properly
authorized and empowered to do so, and that each has carefully reviewed it and consulted with such
experts and advisors as each deemed appropriate and having fully understood the terms and conditions
stipulated herein have put their respective seal and signature without any undue influence, coercion and
absolute out of free will.

Signed and sealed at Dhaka, Bangladesh on this …………day of ………………………….

FOR AND ON BEHALF OF: FOR AND ON BEHALF OF :

THE BANK NAME SOFTWARE SHOP LIMITED

By: _________________________ By: ___________________________

Name Name
Designation Designation

In presence of the following witnesses: In presence of the following witnesses:

1. 1.

_______________________ _______________________
Name Name
Designation Designation

2. 2.

_______________________ _______________________
Name Name
Designation Designation

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 Annexure 1: Commercials

1.1. The following is the processing fee structure that will be received from the Bank on general e-
commerce sales:

Fees for
Card Type SSL (%)
Merchant (%)

Visa

MasterCard

1.2. The Commission is exclusive of TAX, VAT and AIT. The Bank share as the commission is to be
charged as Bank’s earning, the rest will have to pay to SSL’s account in CBL without deducting any
TAX, AIT or VAT.

Page 8 of 11
 Annexure 2: Refund and Chargeback

1.1. Refund: Following procedure and policies are agreed upon by SSL and the Bank for any kind of
refund related cases.

Case 1: Refund generated by merchant or SSL

Step 1: A merchant will send a request to SSL Wireless for refunding the amount to the
customer’s account as the customer has not availed the service.

Step 2: At that time, SSL Support Desk will send a mail to Bank Name concerned email address
“[email protected]” to refund the transacted amount to the customer’s account with details of the
service like following:-

Purchase TID Reference ID Card Approval Amount Amount to

Date provided from Number code be refunded
Bank Name

Table 1: Sample report for refund claims

Step 3: Bank Name refunds the amount from SSL’s Account to Customer’s Account if it’s a
partial refund. Bank Name will also refund Bank Name’s charging account in case of full refund.

Case 2: Refund generated by the Bank

Step 1: A customer can ask for refund to Bank Name for not availing the service. Bank Name
concerned authority will email SSL Support Desk “[email protected]” for taking
necessary actions with above data (see table 1).

Step 2: SSL Support Desk will then contact the merchant and query about the transaction. After
confirming with the merchant,

Step 3: SSL Support Desk will inform Bank Name regarding the status of the product/service
and recommend actions to be taken further.

Step 4 a: Bank Name refunds the amount by debiting SSL’s Account to Customer’s Account if
it’s a partial refund.

Step 4 b: Bank Name will also refund Bank Name’s charging amount in case of full refund.

Notes-

1. Refund can be either full amount or a part of the transacted amount. It depends on merchant’s
policy.
2. In an ideal case, Refund requests should be generated from the merchants and customer should
contact with the merchant for processing the refund.
3. Merchants have the full right to deduct any service charge from the refund amount as they are
providing the service and may have courier and other expenditure already spent for the customer.
4. Reference ID (provided from Bank Name) should always be mentioned/ shared whenever a
refund related email is sent from Bank Name.
5. Refunded amount will be adjusted from the SSL’s Bank Name Account to customer’s account if
partial refund, Bank Name’s charging amount will also be debited in case of full refund.
6. A refund claimed should be settled within 7 working days at maximum.
7. A refund claim will be accepted for processing if its within 90 working days.
8. SSL’s Support Desk (Level-1) is also reachable at Telephone: +8802 831 6969, +880 9612
226969.
9. Any delegation (if necessary) for any support related issues to following personnel:

Level-1 SSL’s Support Desk

Telephone: +880 9612 226969, +8802 831 6969
E-mail: [email protected]
Level-2 Name
Designation
Department
SSL Wireless
Mobile:
Tel: +8802 831 6969, +880 9612 226969
E-mail:

Page 9 of 11
 Level 3 (for Merchant Payment related Name
service issues) Designation
Department
SSL Wireless
Mobile:
Tel: +8802 831 6969, +880 9612 226969
E-mail:
Level-3 (for any technical issues) Name
Designation
Department
SSL Wireless
Mobile:
Tel: +880 2 831 6969
E-mail:
Level-3 (for any general issues) Name
Designation
Department
SSL Wireless
Mobile:
Tel: +880 2 831 6969
E-mail:

10. Bank Name’s Contact Center (Level-1) is also reachable at Telephone: <NUMBER>.

11. Any delegation (if necessary) for any support related issues to following personnel:

Level-1 24/7 Call Center No._____________

Level-2 N/A
Level 3 (for Merchant Payment related service Name:
issues) Designation:
Department:
Mobile:
Email:
Level-3 (for any technical issues) NOC
Direct:
E-mail:
Level-3 (for any general issues) Name:
Designation:
Department:
Mobile:
Email:

1.2. Dispute / Chargeback: Following procedure and policies are agreed upon by SSL and the Bank for
any kind of dispute or chargeback related cases.

Case 1: Debit cards

Step 1: A customer raises a charge back request to Bank Name.

Step 2: Then Bank Name will formally inform SSL Support Desk through e-Mail to provide the
relevant documents like Invoice, Delivery Challan, etc. of that transaction with necessary details
like Table 1.

Step 3: SSL queries the merchant with the detail transaction information for their feedback.

Step 4 (a): Bank Name will reverse the amount to the customer’s account deducting the amount
from SSL’s account and Bank Name’s charge amount.

Step 4 (b): If Merchant provides the documents properly and proves that customer’s claim is false
then customer will be communicated the Invoice and Delivery Challan and no reversal will take
place.

Case 2: Credit cards

Step 1: Credit card authority raises a charge back request to Bank Name.

Step 2: The Bank Name will also inform to SSL to provide necessary information against that
transaction.

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 Step 3: SSL will request the merchant to provide the Invoice copy/ Delivery Challan, etc. to prove
authenticity of the transaction.

Step 4 (a): If Merchant fails to provide necessary documents, Bank Name will reverse the amount
to the customer’s account deducting the amount from SSL’s account and Bank Name’s charge
amount .

Step 4 (b): If Merchant provides the documents properly and proves that customer’s claim is false
then Bank Name will submit these papers to the Credit Card authority to settle this issue.

Notes-

1. Bank Name should share standard protocols for Charge back. Like in case of required invoice or
challan copy/ information is required.
2. Reference ID (provided from Bank Name) should always be mentioned/ shared whenever a
charge back related email is sent from Bank Name.
3. A chargeback claimed should be settled within 7 working days at maximum.
4. A chargeback claim will be accepted for processing if it is within 90 working days from the
transaction date.

Case 3: Reversal due to Customer Error (Transferred to undesired account/ Card account)

Step 1: A customer will call _____/ email (preferred/must be registered) and requests for a
reversal of amount which has been transferred to an undesired account (Credit Card).

Step 2: Call Center Executive will verify and delegate the request to ADC Reconciliation team.
After reversal (if applicable) Reconciliation team would respond to Call Center/ email
“[email protected]”/ OSD/ Help desk (whichever applicable).

Account Account (Transferred

Transaction Date Transaction Amount to be
(amount charged to)/ Credit Card
& Time ID reversed
from) Number
15.09.2013
123456789 123456789 123456789 3000.00
14:20:30

Notes-

1. Reversal of partial amount will not be entertained.

2. A reversal claimed should be settled within 7 working days at maximum.
3. A reversal claim will be entertained if it is within 72 hours.
4. Bank (_________ Team/ ADC Reconciliation Team) has the authority to decline if felt suspicious.
5. Reversal for Mobile bill/ top up or any electronic bill payments will not be entertained.

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