NIBSS Helpdesk

TABLE OF CONTENTS

• IDRS – How It Works
• Features of the IDRS portal
• How They Interact on IDRS
• Getting Started
  • How to log into the IDRS portal
• Dashboard
  •  
  • Dashboard View
• How to create Users
• How to Assign Sub Issuer or Sub Acquirer Role to NBP
  • To assign Sub Issuer Role to NBP
  • To Assign BIN to the Sub Issuer
  • To assign Sub Acquirer Role to NBP
  • To Assign Terminal ID to the Sub Acquirer
• How to Initiate a Single Dispute on IDRS
  • Search for a transaction
• How to Initiate Bulk Dispute on IDRS
• How to Initiate a Single Partial Dispute on IDRS
• How to Initiate Bulk Partial Dispute on IDRS
• How to Resolve Dispute on IDRS
• How to Initiate a Single Acquirer Initiated Refund (AIR)
• How to Initiate Bulk AIR on IDRS
• How to get settlement report on IDRS 
• How to view Reported Transactions on the Portal
• Account Settings
• New features on IDRS
• Merchant module feature on IDRS

                IDRS – How It Works

FEATURES OF THE IDRS PORTAL

Portal Dashboard

A graphical display of the user activity statistics for the last 7 days.

Issuing

An institution can raise a dispute for a transaction on the portal.

Acquiring

An Institution can accept or decline a dispute raised by other institutions. Also an acquiring institution can initiate and Acquirer Initiated Refund (AIR)

Representment and Arbitration

Transactions can be represented if not treated to the issuer’s satisfaction, and where Issuer and Acquirer fail to agree (ie if the acquirer declines a 2nd time), an arbitration can be raised to NIBSS to review the transactions and decide which way the reconciliation goes.

Transaction Reporting

 Banks can report transactions not found on the portal

Settlement Report Download

Banks can download their settlement report from the portal. 

IDRS: NIBSS, BANKS, NBPs & Merchants

HOW THEY INTERACT ON IDRS

1. NIBSS Super Admin creates Bank as Institution
2. NIBSS Super Admin creates Bank Institution Admin
3. Bank Institution Admin creates Bank Institution User(s).
4. NIBSS Super Admin creates NBP Institution
5. NIBSS Super Admin creates NBP Institution Admin
6. NBP Institution Admin creates NBP Institution User(s)
7. Bank Institution Admin adds NBP as Sub-Issuer and assigns BIN.
8. Bank Institution Admin adds NBP as Sub Acquirer and assigns a terminal ID.
9. NBP Institution added as Sub Issuer by a Bank Admin in Step 7, can then initiate disputes on behalf of the bank on the condition that the assigned BIN to the Sub Issuer is the first 6 digits of the masked pan of the transaction being disputed.
10. Similarly, NBP Institution added by a Bank admin as the bank’s Sub Acquirer can acquire disputes and raise AIR on behalf of the bank, on the condition that the assigned terminal ID to the Sub Acquirer is the same as the terminal ID of the transaction being acquired.
11. Bank Institution Admin Creates a Merchant (attaching CAC document)
12. NIBSS Super Admin reviews the merchant registration document (CAC document) and approves the created Merchant.
13. Bank Institution Admin sees approval status and assigns Merchant to his institution.
14. Bank Institution Admin creates Merchant admin.
15. Bank Institution Admin assigns terminals to the Merchant.
16. Merchant Admin create Merchant users who will be accepting and declining chargebacks logged against the Merchant. 

Getting Started on IDRS

1.1)      Input Credentials into the IDRS portal.

Step 1. Click on the url to login. 

Step 2. Enter your email and password and then click on the “Submit” button.

Step 3: Input Token generated from your email; 

Enter your username/email and password and then click on the “Login” button.

Step 3: Input Token generated from your email; 

Enter your username/email and password and then click on the “Login” button.

Viewing Dashboard

1.2 Dashboard: 

This shows the Disputes raised, resolved disputes and Unresolved disputes:

How to create Users

The Bank or NBP Admin can profiled by the NIBSS Admin can create users for his institution by clicking on “Users” on the left pane.

Then selecting the user role and inputting user First name, Last name, email and phone number of user. 

The user permissions can also be selected from the bottom right of the screenshot provided.

How to Assign Sub Issuer or Sub Acquirer Role to NBP

After he NIBSS Admin has created an NBP, the NBP is now available for the Bank Admin to assign Sub Issuer or Sub Acquirer role to it.

Here is how:

To assign Sub Issuer Role to NBP:

The bank admin logs in and selects Sub-Issuer on the left pane of his view.

On View Sub-Issuers he can view pre-existing Sub-Issuers.

To add a new Sub-Issuer, just click on the “Click to Add Issuers” drop down menu

Next select the NBP Institution you wish to add as Sub Issuer from the list of NBP institutions already created by the NIBSS Admin.

Then click on “Add Sub-Issuer” and the NBP is added as “Sub-Issuer” to your bank.

N/B: You can deactivate any of the Sub-Issuers by turning off the Status button next to the Sub Issuers name in the above image.

To Assign BIN to the Sub Issuer:

Click on Manage BINS

Select your choice NBP institution from the drop-down menu, click on add BIN field.

Then enter the BIN (1st 6 digits of Masked PAN)

Then click on the green “Add BINs” button.

The BIN is successfully assigned to the Sub-Issuer

To assign Sub Acquirer Role to NBP:

The bank admin logs in and selects Sub-Acquirer on the left pane of his view.

On View Sub-Acquirer he can view pre-existing Sub-Issuers.

To add a new Sub-Acquirer, just click on the “Click to Add Acquirer” drop down menu

Next select the NBP Institution you wish to add as Sub Acquirer from the list of NBP institutions already created by the NIBSS Admin.

Then click on “Add Sub-Acquirer” and the NBP is added as “Sub-Acquirer” to your bank.

To Assign Terminal ID to the Sub Acquirer:

Click on Manage Terminals

Select your choice NBP institution from the drop-down menu, click on add Terminal field.

Then enter the Terminal ID

Then click on the green “Add Terminal” button.

The terminal is successfully added to the Sub-acquirer.

How to Initiate a Single Dispute on IDRS

2.1) Search for a transaction: 

Single Dispute: Input Transaction details and click on Search. The fields with asterisk are compulsory while others are optional.

After clicking on search, all transactions related with the parameters inputted would be displayed, Click on the exact transaction and Initiate Dispute:

Select dispute reason 

How to Initiate Bulk Dispute on IDRS

• Go to Initiate Bulk Dispute 
• Download upload template file

Fill in the template file with the Acquirer RRN, Transaction date (in this format yyyy-mm-dd) and save the file.

Note: ensure to look out for error prompt where upload is unsuccessful and correct error based on feedback provided, before re uploading.

•  The "Upload History" shows the record of the uploaded disputes.
• "View Records" show the details of the dispute initiated.

How to Initiate a Single Partial Dispute on IDRS

3.1) Search for a transaction: 

Input Transaction details and click on Search. 

The fields with asterisk are compulsory while others are optional.

Fill in the compulsory fields 

All transactions related with the parameters inputted would be displayed. 

• Select the exact transaction
• Click on Action
• Initiate Partial Dispute:

How to Initiate Bulk Partial Dispute on IDRS

• Go to Initiate Bulk Dispute
• Click on Partial Uploads 
• Download upload template file 
• Complete the fields in the template file and upload 

How to Resolve Dispute on IDRS

• User logs into the IDRS Portal and navigates to the Module (Acquiring activities).
• User clicks on the icon "Pending Disputes", to see the below image showing pending disputes against the Acquiring Bank. 
• User can either click on Accept or Decline by looking at the transaction details with the below view.

• User can also click on the Details option to see more parameters for the transaction.
• Click on "Accept" to accept the dispute claim or "Decline" to reject the dispute claim.

• This is to reject a dispute claim.
• You will be required to enter a comment and attach a document as evidence for rejecting the dispute claim

How to Initiate a Single Acquirer Initiated Refund (AIR)

• The acquirer institution user inputs the transaction details and enters search. 
• The fields with asterisk are compulsory while others are optional for the search

• Select the required transaction from the above result and Initiate AIR
• Note: All initiated AIR must be approved by another user before it is said to have been successfully initiated an AIR.

How to Initiate Bulk AIR on IDRS

• Go to Initiate Bulk AIR 
• Download upload template file

Fill in the template file with the Acquirer RRN, Transaction date (in this format yyyy-mm-dd) and save the file.

Note: ensure to look out for error prompt where upload is unsuccessful and correct error based on feedback provided, before re uploading.

How to get settlement report on IDRS 

Settlement Report:

An issuing institution can view and download settlement report which is used to refund the cardholders for disputes that have been accepted.

HOW TO VIEW REPORTED TRANSACTIONS

Click on Reports on the left pane.

Reports appear on the right for your view.

To report a new transaction, click the green +New Report button and report and fill details to report a transaction not found on the portal.

Viewing Account Settings

To view your privileges as a user on the portal or edit security settings (ie change password)

Click on Account on the left pane and then on the right you can see our privileges in basic settings.

To change your password, click Security Settings, and enter your desired password.

To change your password, click on Security Settings, and enter your desired password.

                           New Features on the IDRS platform

Upload History (Success and Failure Reports):

This feature allows you to view your successful and failed uploads in detail from the Issuing Activities menu. It also displays the number of failed and successful disputes, as well as provides the report of successful under Success Report tab and failed dispute uploads under the Failure Report tab.

It also displays the Status of your bulk upload, upload type, date and time stamp of the upload and assigns a batch id to the upload operation as a reference.

Kindly see the table below:

Observe the greyed out Reprocess button under Action tab.

This becomes active if the system returns another Status eg. Pending (coloured blue). The reprocess button turns Green.

Click on the reprocess button to reprocess the dispute upload while the green colour on the reprocess button is active. 

After 20 minutes it becomes greyed out once more afterwards if the user does not click it.

The user will then have to re-upload the file if he wants to reprocess the bulk dispute upload.

Bulk Dispute Report:

This feature allows you to generate and download your dispute reports while acting as Issuer or as Acquirer.

This feature also gives you the option to choose the channel of transactions that you wish to download.

To download your dispute report:

Simply click on the dispute reports menu and bulk dispute report.

Set any 31-day date range and select role as Issuer or Acquirer and then search and download your report.

See screenshot below:

AIR Upload History

This is pretty much the same as the previous same as the Upload History feature described above.

The only difference is that the AIR Upload History feature is under Acquiring Activities Menu and speaks to Acquirer Initiated Refunds initiated by you as an acquirer on IDRS.

Below is the screenshot of the AIR Upload History.

The same instructions as earlier described the Upload History apply here as they function pretty much the same way.

Bulk Accept

The Bulk Accept feature allows you to accept a large number of disputes at once rather than accepting them one after the other.

You can now accept disputes simply by uploading a CSV file containing all the dispute ticket IDs of the disputes you want to accept.

Below is the screenshot of the Bulk Accept feature.

To access and use this feature:

1. Under Acquiring activities, click Bulk Uploads.
2. Click on the Bulk Accept tab
3. Click on Dispute Accept
4. Click on the Download Template text in “black”
5. Fill the template with the Dispute Ticket IDs of the disputes you wish to accept.
6. Click on the green box with the text “Select a CSV file to upload the Disputes”
7. Click on Upload Dispute

In the event of that you wish to Accept AIR 

1. Click on AIR Accept
2. Fill the template with the AIR Dispute Ticket IDs of the AIR you wish to accept.
3. Click on the green box with the text “Select a CSV file to upload the Disputes”
4. Click on Upload Dispute

Bulk AIR Report:

This feature allows you to generate and download your AIR reports while acting as Issuer or as Acquirer.

This feature also gives you the option to choose the channel of transactions that you wish to download.

To download your AIR report:

Simply click on the reports menu under Acquiring Activities and click on Bulk AIR report.

Set any 31-day date range and select role as Issuer or Acquirer and then search and download your report.

See screenshot below:

Settlement Report:

This feature allows you to download your settlement report for a 31 day date range within the last 4 months.

All you have to do is select the date range, select while acting as Issuer or as Acquirer and finally select the report option of either Settlement report or Acceptance report.

The screenshot is as shown below:

Bulk Reports:

This feature allows you to download the report of the disputes that you have reported against processors on IDRS.

You can download this dispute report for a 31day window within the last 4 months.

See screenshot of the feature below:

Bulk Exports:

The Bulk Exports feature allows you to export the list of all your institution users in one report without having to download them per page.

To access this feature:

1. Click on “Users” tab
2. Click on “View Users” 
3. Click on “Bulk Exports”
4. Click the green button “Generate User Report”

A report of all your institution users is generated for you.

IDRS MERCHANT MODULE

The Merchant Module allows the merchants to participate on IDRS but they will strictly perform only acquiring activities while operating under a bank as merchant.

This means that they can only accept or decline disputes logged against them but cannot raise a dispute as an Issuer against an Acquiring Institution.

For the Merchant to be able to operate under a bank on IDRS, the bank admin has to create the merchant on the portal.

Merchant creation functionality is a functionality that is only available to the Bank Institution Admin.

Just as the Bank Institution Admin manages the NBPs via the Sub-Issuer and Sub-Acquirer menu. So also the Merchant menu is available to the Bank Institution Admin to manage the merchants.

However, the Merchant Module is unique in its own way.

HOW TO CREATE A MERCHANT:

As a Bank Institution Admin, you can either create a new merchant, or assign an existing merchant to your institution.

Below are the steps involved in Merchant Creation:

1. Obtain the RC Number and Merchant Registration Document (CAC Document) of the Merchant.
2. Log in as an Institution Admin, and on the left pane of your screen, click on Merchants

as circled below:

Otherwise, If the Merchant does not already exist, it implies that no bank has yet created the merchant on IDRS. Therefore, you can create the merchant.

1. To create the merchant, click on Create Merchants, then enter the following required details:

• RC Number
• Email Address
• Email Postfix (ie email domain eg. accessbank.com)
• Merchant Name
• Short Name (An abbreviation on the Merchant Name.

Then upload the CAC document by clicking on the Merchant Reg Document green box to upload.

When upload is done, then click Create (the green button) 

The below Image is the Approval Status page showing the status of the Merchant based on whether the NIBSS Super Admin has approved, decline or is yet to action it (ie pending)

After NIBSS Admin has approved, the next step will be to create the Merchant Admin:

            Fill in all the required details:

            Institution:

            First Name:

            Last Name:

            Email:

            Phone Number:

            Role:  Select- “Merchant Admin” which is the only option

            Then click the green Create button.

1. The Merchant Admin will receive an email from IDRS prompting him to log in and set up his password.
2. After the Merchant Admin has logged in, he/she will now go on to create the Merchant Users who will be the ones to Accept and Decline chargebacks logged against the merchant.
3. The Merchant User creation is done by the Merchant Admin by filling the merchant user creation details and checking the view report and resolve   dispute boxes as shown below:

Now, before the Merchant can see charge backs logged against them, the Bank Institution Admin will have to map the terminal IDs of the terminals that the bank gave to the merchant as their customer to that Merchant on IDRS.

To do this as a Bank Institution Admin:

First you will see a list of terminals that you have mapped previously to other merchants if you have mapped terminals to any merchant previously.

You will also be able to see other details like  RC Number, Date Assigned, Assigned By, the list of terminals and the Status.

On the Status column you can toggle on or toggle off a terminal to activate or deactivate the terminal respectively.

This allows you to upload a terminal to a merchant.

All you have to do is to click the Merchants drop down menu (marked by the red asterisk in the screenshot below) 

1. Click on the merchant you want to assign terminals to.
2. In the dotted box next to it, click the “Download Template” text in black color  to download the terminal upload file template.
3. Fill in the terminal or list of terminals that you want to map to the merchant.
4. Then, select the green and white box with the inscription “Select a CSV to upload Terminal Ids” under it. This allows you to attach your terminal upload file.
5. Then click the green Upload Terminals button to upload your terminals.
6. Finally Click on the Terminal upload history tab to view your successful and failed terminal uploads report as shown below.

THIS BRINGS US TO THE END OF THE MERCHANT MODULE.