1. Introduction
Online Payment (OLP) e-commerce is a new SADAD service that will provide a secure, electronic and non-card based payment option to online Merchants and consumers. It will act as a system that will facilitate direct debit from the consumer’s bank account earmarked for e-commerce. It ensures that adequate authentication and authorization are in place before debiting and/or crediting of accounts. To offer SADAD OLP as a payment option in e-commerce transactions, a channel is established with the systems of participating banks and Merchants through the platform established by SADAD. It is also the first step in digitizing conventional payment options, involving innovation and enablement of mobile payments in the Kingdom of Saudi Arabia (KSA).
OLP system requirement is segregated in to nine functionalities and hence the FAQs also is classified as per these nine functionalities.
2. General
What is Online Payment (OLP) e-commerce?
OLP e-commerce is a new SADAD service that provides the consumers a secure, non-card based payment option (direct debit from the consumer’s light account in the Issuing Bank) for online shopping.
What are the benefits of OLP?
Provides a secure, non-card based payment option (direct debit from the consumer’s bank account) for consumers shopping with online merchants.
How does OLP work?
OLP is a Real time payment process, where the consumer account is debited real time and the same gets credited to Merchant. In case of any failures in the transaction, then the consumer account will be credited with the amount, as the transactions stands failed.
Can I register in OLP through a Bank?
Yes. Further details regarding registration process can be found under the Consumer Registration topic.
How secure is a payment transaction in OLP?
All transactions between SADAD and banks will through the secured SAMA Joint Network (SJN). Additionally, OLP payment offers the following levels of security checks:
- OLP ID Alias (known only to the consumer)
- Per Transaction and Daily transaction limits maintained at SADAD
- Independent Light Account (not linked to consumer’s Current Account)
- Two level Authentication (OLP Password, Second Level Authentication)
How will the security checks ensure that my transaction is secure?
- OLP ID Alias will be shared only will the consumer.
- Since a daily transaction limits are maintained, it will not be possible for anyone to misuse the system
- Since the Light Account is tagged to the OLP account, any unauthorized withdrawal from the consumer’s current account is not possible via OLP.
- Two levels of authentication (Password and OTP) will ensure secure transactions.
What are the services offered by SADAD OLP to the consumers?
The consumer can perform online payments using the SADAD OLP system.
The following are the services offered by SADAD OLP to consumers through the Consumer Portal:Ability to query, view and download transactions list:
- Initiate Refunds against a transaction
- Raise technical tickets and track progress
- Raise disputes and track progress
- View OLP message notifications
Can a Consumer transfer his/her OLP Alias ID from one bank to another?
No.
What is a Consumer Portal?
It is a portal within the online banking portal of the Consumer’s Bank for the Consumer to perform SADAD OLP related activities.
Can a Consumer purchase a product / service through SADAD OLP checkout option, if the merchant is selling product / service in foreign currency?
Yes.
How can I access the Consumer Portal?
You will find a new tab (SADAD Online Payment) in Flexx Click and Flexx touch.
3. Consumer Registration and Management
What is a Consumer Registration process?
Consumer enters his / her preferred OLP ID Alias in the registration screen and sets the password and confirms authentication, after which the consumer is Active in the system.
How will I register for OLP?
Consumer needs to enter his / her preferred OLP ID Alias in the registration screen. As a next step, consumer needs to set a password for his / her OLP account and confirm OTP / Token, after which the consumer is Active in the system.
Can a Bank register me for OLP?
Yes. The Bank where consumer holds his account can register the consumer for OLP on behalf of the consumer, through the Bank Portal.
What is an OLP ID Alias?
OLP ID Alias is a unique ID that can be entered or selected by the consumer while registering with SADAD for making online payment. For any transaction using OLP, a consumer has to use the OLP ID Alias.
What is the format of OLP ID Alias?
OLP ID Alias can be alphanumeric i.e. it can contain alphabets only or a combination of alphabets, numbers and special characters. Only English language characters are permissible. Only ‘1, 2, 3, 4, 5, 6, 7, 8, 9, 0’ numbers are acceptable. Special characters permitted are ‘@’ (at), ‘.’ (dot), ‘_’(underscore).
Can I have more than one OLP ID Alias registered through the same Bank?
No.
Can I have same OLP ID Alias registered through more than one Bank?
No.
Can I have different OLP ID Alias registered through different Banks?
Yes.
Is there any expiry date for my OLP ID Alias?
No.
Can I transfer my OLP Alias ID from one bank to another?
No.
What is OLP ID Alias?
OLP ID Alias is a unique ID that a consumer will choose during registration and use the same during any OLP checkout transaction.
What is a Light Account?
Light Account is an account created by the Consumer’s Bank through which the consumers can perform OLP transactions. The Light Account is a prepaid account under the current account of the consumer.
What is the currency of the Light Account?
Saudi Arabian Riyal (SAR)
Can ‘Light Account’ be used for other transactions?
No. Light account is exclusively for OLP transactions only.
Is there any minimum balance requirement for light account?
No.
How will I fund the light account?
Consumer would have a provision to transfer funds from any of his / her current account to the light account.
What is the advantage of Light Account?
Light account will be used only for OLP transactions. Since this is not linked to any other transactions, this account reduces the risk exposure of the consumer.
Can I disable my OLP account? If yes, can I enable it again?
Yes. A Consumer can disable his account, by providing a start date and end date. The Consumer can also enable the OLP account any time during the specified time period. If the consumer does not enable his account within the specified time, the account will be automatically enabled after the expiry of the specified time period.
Can I disable my OLP account for future time period?
Yes, a Consumer can disable his account for a future time period. The system will make the consumer as Disabled only on the date specified by the consumer.
Can I cancel the future disabling period selected?
If a consumer has opted to disable himself for a future date, he can change the disabling period any time before the specified period. If the specified period has reached, then the consumer has to enable himself and then choose a different period for disabling.
Can the Bank enable or disable my OLP account?
Yes. It is the same mechanism where a start end and end date should be chosen and the same has to be done by the Bank user through the Bank portal.
Can I disable my OLP account on a particular day, even if OLP transactions have been done by me on that day?
The disabling of the OLP account takes effect immediately. Consumer will not be able to do an OLP checkout transaction, if the OLP account is disabled. However, any transactions that are in progress after disabled status will continue towards completion.
Will Disabled account be auto enabled?
Disabled account will be auto enabled after the expiry of the specified disabled period.
What is the maximum period for which I can make my OLP account disabled?
There is no maximum time period restriction for a consumer to disable his / her OLP account.
How can I close the OLP account?
Consumer needs to call the Bank and request for closure of OLP account.
Can I close my OLP account through the Consumer Portal?
No, Consumer cannot close the OLP account through the Consumer Portal.
If my OLP account has not been used for a while, will it be closed automatically?
No. The Consumers has to contact the Bank, if he wants to close his OLP account.
What happens, if I am not using my OLP account for online transactions?
OLP system will move the OLP account to Inactive, if the consumer has not done any OLP transactions for a period of 3 months.
If I am moved to Inactive status, what is the procedure to Activate?
Consumer can be made Active by successfully executing an OLP transaction.
If I am Inactive, will the system allow me to do an OLP transaction?
Yes, the system will allow the consumer to perform an OLP transaction and will make the Consumer Active, once the consumer account is debited successfully.
Can I use the same OLP ID Alias, if I cancel the registration and try after sometime?
Yes, Consumer can try to use the same OLP ID Alias, provided the same Alias is not chosen by any other user.
What happens if I initiate registration, but not complete the process?
System will register the OLP ID, however system will not activate the OLP ID, if the consumer has not completed the process. The Alias provided by the consumer will be available to other users, if the same is not activated within ta period of time.
If I cancel my OLP, can I register again with another alias?
The OLP ID Alias cannot be cancelled once password and security credentials are set. The OLP ID alias can only be closed if the consumer wishes to close his account. In the instance where the account has been closed, the consumer will be presented with the option to re-activate their account.
Is there an option to change the OLP ID Alias?
No, the consumer cannot change the OLP ID Alias registered with one Bank. However, if the Consumer tries to register for an OLP account, then they need to choose a different OLP ID Alias.
Can I use the same OLP ID Alias across all Banks?
No, OLP ID Alias is unique and it cannot be reused across Banks.
How do I disable or enable my account through the Consumer Portal?
You may enable or disable OLP account in Flexx click and Flexx Touch. By browsing to SADAD Online Payment tab and then chose Profile Details where you will find the Disable Account or Enable Account based on the current OLP account status.
4. Consumer checkout and payment
What is OLP Checkout?
Consumer can pay for their goods or service through an online platform hosted by SADAD, where the money will be debited from consumer account in real time and the same will be credited to Merchant.
Do I have to pay a fee for my transactions through OLP?
Consumer need not pay any fee for the OLP transaction.
What will happen if the light account does not have sufficient balance at the time of checkout?
The consumer will be shown an error message that the account balance is insufficient and the transaction will fail.
Can I disable my OLP account on a particular day, even if OLP transactions have been done through the account on that day?
The disabling of the OLP account takes effect immediately and only disables the checkout functionality i.e. all checkout transactions with the disabled. Therefore any checkout transactions after the account has been disabled will fail and not be processed. This is a real time process which takes effect immediately therefore ongoing transactions will also be treated accordingly.
If the transaction fails due to any reason, will I be refunded?
If the transaction fails after debiting the consumers account then the back will reverse the money to the consumers account. This is an automated process and the consumer need not raise any refund request for the same.
If the transaction fails and if my account is not credited with the reversal, what should I do?
Consumer can log in a financial dispute in this case. For more details, refer to the Dispute section.
Is it mandatory for me to set a Transaction Limit?
No, currently all customer will be set to default limits that can be viewed from Light Account Details tab.
5. Refund Payment
What is a Refund process?
A process where the money will be debited from Merchant account real time and the same will be credited to the Consumer account through their respective Bank.
Who can initiate a Refund request?
A Refund can be initiated either by a Consumer or a Merchant.
Can I raise a refund request?
Yes. Consumer can raise refund request through consumer portal.
Will my refund be processed once I raise it in the system?
No. The refund has to be approved by the respective Merchant.
What should I do if the Merchant is not approving the Refunds?
If the refund is not approved by Merchant, then within 7 days the refund request will be Auto cancelled. Consumer can log a Dispute mentioning the same reason.
Can I cancel a refund request?
The consumer can cancel refund request before it is approved by the merchant. Post approval it cannot be cancelled.
What is the maximum amount for which I can raise a refund, against a transaction?
A consumer can raise a refund for an amount less than or equal to the transaction amount.
Can I raise multiple refund requests against a single transaction?
Yes. If the total amount refunded is less than the transaction amount then a refund can be raised against the transaction.
Can I raise a refund request for a failed transactions?
No. A consumer can raise a refund request only for successful transactions.
Can a Blacklisted Consumer initiate a refund process?
No. Blacklisted consumers are identified as fraudulent consumers and hence they will be prohibited from raising requests that result in a credit to Consumer account.
What is the period within which a refund can be raised against a transaction?
A refund must be raised within 30 days from the date of transaction.
How do I raise a refund request through the Consumer Portal?
Under SADAD Online Payment Tab – click on Consumer Transactions then search for the desired transaction to be refunded select that transaction by clicking to the radio button and then click on Rise Refund Button at the bottom of the page.
Where should I check the status of the refund request raised by me?
Under SADAD Online Payment Tab – click on Refund Search.
6. Service Support
What is a Service Support Process?
If Consumer encounters any non-financial issue with respect to OLP services, they can raise a service support ticket. The respective Bank will be responsible to resolve this ticket.
What are the ways in which I can raise a service support request?
Consumer can either raise the request in their portal or approach the bank to raise a request on behalf of them.
What is the difference between a dispute and a service support ticket?
Dispute should be raised only for financial or product related issue and service support request should be raise for any technical issue faced.
What does accepting a resolution mean?
Once a resolution is provided for service support ticket, the Consumer should confirm that the issue has been resolved by accepting or rejecting the request.
How do I raise a service support request in the Consumer Portal?
TBD.
Where should I see the status of the service support request raised by me?
TBD.
7. Consumer and Merchant Dispute Resolution
What is a Dispute?
Any financial issue that the Consumer encounters with their OLP transaction, can be treated as a Dispute.
Who can raise a Dispute?
A Consumer can raise a Dispute request through their online banking portal and the respective bank will be responsible to resolve the Dispute
Can a Bank raise a Dispute request on my behalf?
No. A Bank cannot raise a Dispute request on behalf of Consumer.
For what issues can a dispute be raised?
Dispute can be raised for both commodity issues and financial issues faced by the consumer.
Where should I raise a Commodity dispute?
Commodity disputes should be raised only with MCI.
Where should I raise a financial dispute?
Financial disputes should be raised with the Bank through the online banking portal.
How do I differentiate between Commodity Disputes and Financial Disputes?
If there is any issue with the product purchased from a Merchant and if Merchant is not willing to provide a refund / replacement of the product, then it is termed as Commodity disputes.
If your bank account is debited with incorrect amount for a purchase you did OR for a purchase you have not done, then these issues are termed as financial disputes.
How should I know if the dispute is resolved?
Dispute status and the resolution comments will be available in the Dispute details screen. Under SADAD Online Payment Tab – click on Dispute Search
What is the time period within which a dispute has to be raised against a Transaction?
Dispute should be raised within 6 months from the date of transaction.
Is there a minimum amount for a transaction for a dispute to be raised against it?
No, there is no such rule for dispute.
Will I get a refund, once the dispute is resolved?
It depends on the Dispute. There could be disputes resolved without refunds.
How do I raise a Dispute request in the Consumer Portal?
Under SADAD Online Payment Tab – click on Consumer Transactions then search for the desired transaction to be disputed select that transaction by clicking to the radio button and then click on Rise Dispute Button at the bottom of the page