About Us

SBIePay is an online payment aggregation service provided by State Bank of India, India's most recognised & trusted brand in banking, and the only Bank in India to have their own Payment Aggregation platform.

Our clientele ranges from Central and State Govt bodies, Govt. and Autonomous department, educational institutes like colleges, private coaching classes, etc.

We provide electronic connectivity between merchants on one hand where they are selling their goods and services to their customers and various Banks & financial institutions on other hand. This e-connectivity thereby facilitating e-Commerce/m-Commerce transactions between merchants and customers through various payment channels.

State Bank of India is India's largest bank with a network of over 22000 branches, 55000 ATMs across remotest parts of India. State Bank of India (SBI) offers a wide range of banking products and services to their corporate clientele and retail customers. Details of various services and banking products offered by the Bank is available on https://sbi.co.in/

Leveraging on State Bank of India's Brand equity and goodwill in the market, SBIePay is aggressively moving towards becoming the leading payment aggregation platform for various merchants, by handling huge volumes and by processing massive no. of transactions.

We have onboarded Government Agency, Educational Institution, Co-op Society, Corporation, Individual, Partnership firm, Proprietory, Public/Private Ltd, Registered Charity, Religious Organisation and Trust business type merchant with SBIePay

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Channels

SBIePay provides one of the most comprehensive and elaborative payment options to their Merchants, who in-turn can provide payment convenience to their customers. SBIePay is the only Bank that has direct integration with all payment channels, thereby bypassing any private entities in between. This provides complete transparency in doing business, which is the reason our partners chose to use our Payment Aggregation Services. To make your experience even better, Bank is aggressively identifying other payment channels and are on-boarding more options on our platform.

Internet Banking

SBIePay has direct integration Internet Banking of with about 45 banks, which provides frictionless transition with better Success rate and lesser chances of transaction dropout.

Card Payment

Integration with Visa, Master Card, Maestro and RuPay network for processing Debit/Credit/Prepaid Card transactions, both domestic and international (issued internationally) Debit/Credit/Prepaid cards.

UPI

Merchant can collect funds using 24*7 Instant mode of payment channel by facilitating customers to enter Virtual Payment Address (VPA).

NEFT

This is an offline mode of payment, when a customer selects this option, an auto pay slip will be generated on SBIePay page. Customer can make payment offline through their respective their Bank's branch or through digital channel i.e. Internet banking or mobile Banking.

CSCs

These are Govt. operated Customer Service Centres used for collections of government receipts.

Cash

By creating an e-pay slip, customers can make a payment through any SBI Branch.

Partners

Documents as per the Constitution

  • PAN details of the Proprietor/ Firm/Company/ Trust/Kartha.
  • Telephone Landline Bill or Electricity Bill in firm's name.
  • KYC of Authorised Signatories (Photo/PAN/Address Proof).
  • Banker's certificate (with A/c details and signature verification).
  • Agreement with SBI.
  • Blank cancelled Cheque.
  • Bank Account statement (for one year).
  • Any one of the following.
  • Central / Sta Registration certificatete Sales Tax

    Municipal Corporation Registration / Other Government Registration (e.g. Issued under Shops and Establishments Act, etc.)

    Certified IT Return or Certified Advance Tax Callan or Certified Professional Tax return

  • Voter's Identity card / Govt. / Defence ID card/ Driving license.
  • Sole Proprietor Letter.
  • Lease agreement or Ownership deed of the business premises.
  • Electricity bill - Firm.
  • List of products & services on the company letterhead.
  • Registration certificate of the firm - (Cst, Tax, State registration).
  • Letter from a recognized public authority or public servant verifying the identity and residence of the customer.
  • Bank account statement.
  • Income tax / wealth Tax public authority.
  • Ration card.
  • Copy of License Agreement /Sales deed.
  • PAN details of the Proprietor/ Firm/Company/ Trust/Kartha.
  • Telephone Landline Bill or Electricity Bill in firm's name.
  • KYC of Authorised Signatories (Photo/PAN/Address Proof).
  • Banker's certificate (with A/c details and signature verification).
  • Agreement with SBI.
  • Blank cancelled Cheque.
  • Bank Account Statement (For One Year)
  • Any one of the following
  • Central / State Sales Tax Registration certificate

    Municipal Corporation Registration / Other Government Registration (e.g. Issued under Shops and Establishments Act, etc.)

    Certified IT Return or Certified Advance Tax Callan or Certified Professional Tax return.

  • Company Pan.
  • Partnership Deed/ Letter.
  • Registration certificate of the firm - (in case of registered concerns).
  • Lease agreement or Ownership deed of the business premises.
  • Authorized signatory ID proof (PAN & Passport).
  • Id proofs of all the partners.
  • Declaration on authorised signatory (On company letterhead signed by all the partners).
  • Certificate /Licence issued by Municipal Authorities under shop & Establishment Act.
  • I.T returns.
  • CST / VAT Certificate.
  • List of products and services on the company letterhead.
  • PAN details of the Trust.
  • Telephone Landline Bill or Electricity Bill in firm's name.
  • KYC of Authorised Signatories (Photo/PAN/Address Proof).
  • Banker's certificate (with A/c details and signature verification).
  • Agreement with SBI.
  • Blank cancelled Cheque.
  • Bank Account statement (for one year)
  • Any One of the following
  • Central / State Sales Tax Registration certificate

    Municipal Corporation Registration / Other Government Registration (e.g. Issued under Shops and Establishments Act, etc.)

    Certified IT Return or Certified Advance Tax Callan or Certified Professional Tax return.

  • Company Pan.
  • Certificate of Incorporation (MOA, AOA).
  • List of directors and signatories.
  • Board Resolution signed by minimum two directors.
  • List of Products & Services on the company letterhead.
  • Authorised signatory ID proof ( PAN / Passport).
  • Form 32.
  • Sales tax Registration Certificate.
  • Telephone bill in the name of the company.
  • Shop and establishment act certificate.
  • Copy of License Agreement / Sales deed /Lease Agreement.
  • PAN details of the Proprietor/ Firm/Company/ Trust/Kartha.
  • Telephone Landline Bill or Electricity Bill in firm's name.
  • KYC of Authorised Signatories (Photo/PAN/Address Proof).
  • Banker's certificate (with A/c details and signature verification).
  • Agreement with SBI.
  • Blank cancelled Cheque.
  • Bank Account statement (for one year)
  • Central / State Sales Tax Registration certificate

    Municipal Corporation Registration / Other Government Registration (e.g. Issued under Shops and Establishments Act, etc.)

    Certified IT Return or Certified Advance Tax Callan or Certified Professional Tax return.

  • Trust deed copy.
  • Trust Resolution copy.
  • Registration certificate copy.
  • Any officially valid document to identify the trustees, settlers, beneficiaries and those holding Power of Attorney.
  • Bank Verification.
  • Certificate issued under registration by the charity commissioner.
  • Telephone bill / Land-line bill.
  • Power of attorney granted to transact business on its behalf.
  • PAN details of the Proprietor/ Firm/Company/ Trust/Kartha .
  • Telephone Landline Bill or Electricity Bill in firm's name.
  • KYC of Authorised Signatories (Photo/PAN/Address Proof).
  • Banker's certificate (with A/c details and signature verification).
  • Agreement with SBI.
  • Blank cancelled Cheque.
  • Bank Account statement (for one year)
  • Any one of the following
  • Central / State Sales Tax Registration certificate

    Municipal Corporation Registration / Other Government Registration (e.g. Issued under Shops and Establishments Act, etc.)

    Certified IT Return or Certified Advance Tax Callan or Certified Professional Tax return.

  • Company Pan.
  • Certificate of Incorporation (MOA, AOA).
  • List of directors and signatories.
  • Board Resolution signed by minimum two directors.
  • List of Products & Services on the company letterhead.
  • Authorised signatory id proof ( PAN / Passport).
  • Certificate of commencement of business.
  • Form 32.
  • Sales tax Registration Certificate.
  • Telephone bill in the name of the company.
  • Shop and establishment act certificate.
  • Copy of License Agreement / Sales deed /Lease Agreement.
  • Specimen signature attested by the Higher Authority.
  • Self-Certification Letter in Department letter head.
  • Authorised signatories posting order.
  • KYC of Authorised Signatories (Photo/PAN/Address Proof).
  • Banker's certificate (with A/c details and signature verification).
  • Agreement/ MOU with SBI.
  • Blank cancelled Cheque if available.
  • Bank Account statement (for one year) if available.
  • Department TAN No.
  • PAN details of the Kartha.
  • Telephone Landline Bill or Electricity Bill in firm's name.
  • KYC of Authorised Signatories (Photo/PAN/Address Proof).
  • Banker's certificate (with A/c details and signature verification).
  • Agreement/ MOU with SBI.
  • Blank cancelled Cheque.
  • Bank Account statement (for one year).
  • Declaration from the family members.
  • Any one of the following
  • Central / State Sales Tax Registration certificate.

    Municipal Corporation Registration / Other Government Registration (e.g. Issued under Shops and Establishments Act, etc .)

    Certified IT Return or Certified Advance Tax Callan or Certified Professional Tax return.

  • PAN details of the / Firm.
  • Telephone Landline Bill or Electricity Bill in firm's name.
  • KYC of Authorised Signatories (Photo/PAN/Address Proof).
  • Banker's certificate (with A/c details and signature verification).
  • Agreement with SBI.
  • Blank cancelled Cheque.
  • Bank Account statement (for one year).
  • Any one of the following
  • Central / State Sales Tax Registration certificate.

    Municipal Corporation Registration / Other Government Registration (e.g. Issued under Shops and Establishments Act, etc .)

    Certified IT Return or Certified Advance Tax Callan or Certified Professional Tax return.

  • Bye laws.
  • Board resolution.
  • KYC of signing authority.
  • A/c Statement.
  • Society address proof.

Features and Benefits

  • SBI is one of the most respected and trusted brands in India and most of the customers, both Retail and Corporate, Bank with SBI directly or indirectly. SBIePay intends to leverage this existing relationship with various merchants to offer SBIePay services.

  • SBIePay is aggressively moving towards emerging as the Leading Payment Aggregator in India.

  • It is the most preferred Banking and payment collection partner for most of the Govt. bodies who are using our Payment Aggregation services for their services offered.

  • Additionally, SBIePay has gained massive popularity and acceptance amongst private merchants, especially educational institutes and coaching centres.

  • SBIePay leverage its own Payment Gateway to process all credit/debit card transactions. SBIePay can seamlessly process Visa, Mastercard, RuPay card, Amex transactions in Credit card and Mastercard, Visa, RuPay, Maestro card in Debit Card.

  • Payment gateway is capable of handling International transactions as well, i.e. cards issued internationally.

  • SBIePay has partnered with most of the major Banks in India and has direct integration with the for their internet banking services. This drastically improves the Success rate. SBIePay also has integrated with Bank's Corporate Internet Banking, which facilitates collection from Corporate customers as well.

  • While, SBIePay is the one stop solution for processing all online payment modes from all bank accounts, SBIePay also provides offline mode of payment, which is through CSC wallet channel.

  • SBIePay will develop new merchant categories (e.g. in government sector) & nurture new merchants in existing categories and enable them to accept electronic payments.

  • SBIePay has obtained regulatory & security approvals e.g.: PCI-DSS V3.2 and SSL certification.

  • SBIePay has established high standards in Payment Aggregation servicing in terms of up-time, transaction success rates, reporting, query resolution and onboarding

  • SBIePay strives to bring innovation in Go-to-market, Pricing, end-user ease, technology usage, merchant servicing & encouraging digital payments.

Frequently Asked Questions

SBIePay is an online payment aggregation service provided by State Bank of India, India's most recognised & trusted brand in banking, and the only Bank in India to have their own Payment Aggregation platform.

SBIePay is a Payment Aggregation service provided by the most trusted Banking Brand in India - SBI. SBIePay facilitates collection of Fees etc. from the end user of various merchants, which includes Govt. bodies, Autonomous bodies, Educational institutes for the goods and services offered by them on their site.

SBIePay provides electronic secured connectivity between various Financial institutions like Banks at one hand and various Merchants on the other, thus facilitating e-Commerce/m-Commerce transaction between merchant, customer and various financial institutions for all kinds of payments. The SBIePay Service is developed using the various latest technologies, thus making the platform absolute seamless and frictionless. The infrastructure supports unified, secure access to SBIePay services. SBIePay accepts and validates online payments via Credit Card, Debit Card, Net banking and Mobile Payment from the end customers in real-time. We provide a secure link between merchant websites, various issuing institutions, acquiring Banks and the payment gateway providers.

State Bank of India is India's largest bank with a network of 22000+ branches, 55000+ ATMs, located even in the remotest parts of India. State Bank of India (SBI) offers a wide range of banking products and services to both Corporate and Retail customers. All necessary information and details about Bank's various products and services offered can be viewed by visiting Bank's official website https://sbi.co.in/. Incidentally, it is the only Bank which also has its own payment aggregator- SBIePay.

You can visit https://www.sbiepay.sbi site and click on ''Sign Up'' option and fill all necessary details asked. You can also download the Merchant Information Form (MIF) and fill it, available on our website and email it to business.sbiepay@sbi.co.in Alternatively, merchants can click on "Enquire" and fill the details asked or they can email their enquiry to business.sbiepay@sbi.co.in and our team will get in touch with you

You can visit https://www.sbiepay.sbi site and click on ''Sign Up'' option and fill all necessary details asked. You can also download the Merchant Information Form (MIF) and fill it, available on our website and email it to business.sbiepay@sbi.co.in Alternatively, merchants can click on "Enquire" and fill the details asked or they can email their enquiry to business.sbiepay@sbi.co.in and our team will get in touch with you

SBIePay is owned by SBI - the most trusted and recognised Bank in India. Also, it is the only Bank in India to provide end-to-end Payment Aggregation service without involvement of any private aggregators at the backend, thereby providing utmost transparency in doing business. Following are the advantages of integrating with SBIePay:

    We support the following platforms:
  • Java
  • PHP
  • Dotnet

    Yes, there are certain mandatory requirements that SBI looks for before integrating with any merchant. Following are the requirements:
  • SSL certification
  • Vendor Site Compliance Certificate (VSCC) issued by an Auditor empanelled with Cert-in only for private merchants. Government and reputed Educational institutes can self-certify this form.
  • Customer friendly & Specific Refund policy should be mentioned on the site and needs to be accepted by the user before landing on SBIePay page.
  • Domain should be registered in the name of Merchant / Govt. Dept/ Govt. body.
  • Goods / Fees to be collected & pricing should be displayed on the portal.

Refer Annexure 'D' of the Agreement

List provided

  • MIF. This is available on our site https://www.sbiepay.sbi
  • TIF
  • VSCC as given in 4.2 above.

    Yes, SBIePay takes the following before integration from Private Merchants.
  • Annual maintenance Charges (AMC)
  • Integration Cost (one time)
  • Security deposit depending upon nature of business

Yes, you can selectively choose from various options that offered by SBIePay and provide only those options that you intend to offer to your customers for payment. Also, you can easily add any payment option on later stage with utmost ease. You must inform our technical team about addition of any payment channel and our team will make the option available with minimum turnaround time.

Once your application is received, SBIePay Relationship Manager and Risk, Fraud and Compliance team will scrutinize your application. On approval, you will receive the pricing offer along with the list of documents that will be required for us to validate your business. Your SBIePay account shall be activated once your documents submitted by you are approved. Once the account is activated, an Email notification will be sent to your registered email address. We commit to put all our efforts to ensure integration is affected immediately.

We offer Merchant hosted and Aggregator hosted model. In merchant hosted, merchant provides their customer with all the payment option at their site and while authorising the transaction, the customer is re-directed on SBIePay site where we process the transaction. This option is provided only to merchants who are PCI-DSS compliant.

In Aggregator hosted model, customer clicks on "Pay now" page and they are re-directed to SBIePay web browser where all the payment options are displayed. Here, on page hosted by SBIePay, customer enters all the payment details and subsequently the transaction is processed.

Yes, only if the merchant opts for merchant hosted model. In case of merchant hosted model, customer will have to enter all the card details on the merchant's site, and they can store their card details. However, merchant must obtain PCI DSS certificate to do so.

Yes, we do have facility to settle in separate accounts as per your requirement. You just have to provide us with parameters related to bifurcation of a particular payment, which need to be settled on separate accounts and our system has capabilities to divide the amount and settle in separate accounts as per instructions passed through the request.

No, if you have selected multi-account settlement, then we do not have provision to provide refund to the customers. However, you can arrange to provide refund to your customers offline if required.

    Delivery Versus Payment - (DVP):
  • Delivery versus payment (DVP) is a settlement system that stipulates that payment must be made prior to the delivery.
  • If there is any exception scenario of broken transactions where in payment has been debited from the customer's bank account and there is no confirmation provided by merchant in a stipulated period, then the payment will be refunded back to the customer by SBIePay. Note: The period is defined by merchant for how long we will treat this transaction as open and will attempt to make it successful.
    Non-Delivery Versus Payment - (Non DVP):
  • Non-DVP is a settlement/refund system that stipulates payment to be refunded due to non-delivery of goods/services.
  • If there is any exception scenario of broken transactions wherein payment has been debited from the customer's bank account and is received by SBIePay then the payment will be credited to the merchant. Merchant further decides whether to process with the service or refund to customer.

TDR: stands for Transaction Discount Rate. It is the service charge or fee that a merchant charges their customer for making a payment through Payment Gateway provided by them for collecting funds.

MDR: stands for Merchant Discount Rate. It is a service charge that the Bank / Payment Aggregator service provider charges the merchant for processing the transaction.

For all the transactions taking place on your site and processed by us, initially funds for all the transactions will be available with the customer's respective Bank. On T+1 working day, SBIePay will procure / source all the funds that are lying with the respective bank for all the channels and will park it in a nodal account. We have a cut-off time at 2PM, where all the funds collected before 2PM will be settled immediately with the Merchant, which usually is more than 90% of the total funds and the remaining is settled by next (T+2) day.

SBIePay aides its merchant all ease and convenience for doing their business. SBIePay aggregates all the funds from all the channels (Banking partners) and presents it in a single nodal account and settled the entire funds collected for the day and through all channels with the merchant. However, merchants can view break-up of all the transactions channel wise to better understand their business through merchant dashboard provided to you.

There are 2 ways in which the amount is settled with you:

    Invoice method:
  • Here, the amount of the product or service along with the payment gateway and GST charges are settled with the merchant and monthly an invoice is raised by SBIePay on the merchant for all the transactions in the previous month to recover the commission. Eg: if a customer buys good or services wroth Rs. 100 and opts for INB services, charge for which is say Rs. 5/- including GST amount. In this case, we will deduct customers account by Rs. 105/- and we will settle the entire amount (Rs. 105/-) to you and raise an invoice of Rs. 5/- in the subsequent month.
    Deduction at source:
  • In this case, we will deduct Principal charges + PG Charges + GST from the customers account. While settling funds with our partner, we will remove our charges and settle only the principal amount with the customer.

No. SBIePay doesn't mandate that our Partners to have an account with SBI. This is an important functionality provided to our partners, wherein we will be able to settle funds with our partners to their respective mentioned bank account, irrespective whether they bank with SBI or not. We have a Bank agnostic model for settlement of funds with our merchants.

Yes, we have the facility where we allow customers holding cards (Debit/credit) issued in foreign country with foreign currency can make payments.

As per the RBI guidelines vide Circular. DPSS.CO.PD.NO 1102/ 02.15.08/2009-10 dated November 24th 2009 regarding "Directions for opening and operation of Accounts and settlement of payments for electronic payment transactions involving intermediaries, settlement of funds to should be effected within a maximum of T+2 settlement cycle, where T is defined as the day of intimation regarding the completion of transaction. Further, T+2 is for non-govt. merchants, the settlement cycle for Govt. bodies where the funds are supposed to be settled in Govt. treasury can be settled in T+3 working days.

While genuine efforts are made to settle the funds by T+1 working day itself, all the funds shall be settled by T+2 working days as per RBI instructions stated above.

Yes, we have facility to settle funds in multiple accounts. Through merchant panel you can easily add various accounts where you wish to receive funds. You need to pass information with details of break-up of funds as a parameter to us and then we will bifurcate the funds and settle them as per your required bank account.

No, we do not have provision to refund transaction in case for multi-account settlement. However, you can refund the customer offline, but refund cannot be initiated using both the methods provided by SBIePay, which is either through merchant panel or using refund API.

The payment cycle for international payments remains the same as domestic payments, i.e. T+2 for autonomous bodies and private merchants while it is T+3 for Govt. bodies. Also, the funds will be settled with our partners in Rupee value only.

We allow our merchants to display & collect fee in US Dollars, for their various collections of funds from foreign customers.

Whenever a transaction is refunded manually by either customer or merchant, only the principal amount or the base amount is refunded to customer and the levied service charges are retained by the payment aggregator since SBIePay had successfully processed the transaction.

In customer's Credit card bill or Bank statement description, we will display merchants name, most likely their website's URL is displayed pre-fixed by SBIePay.

SBIePay provides a highly informative Merchant Web Panel using which merchants can manage and monitor their business. Various tasks like viewing all transaction reports, initiating refunds, adding / editing bank account details, etc. can also be managed with utmost ease through this panel.

Merchants, who have been successfully on-boarded with SBIePay will get login-ID through e-mail provided by them. In this account, all transactional records and bank details will be available for view and download.

In large organizations, merchants can also opt for multiple users (role-based hierarchy), where the super user can assign rights to the sub-users as per their requirement.

SBIePay provides a comprehensive and a detailed merchant panel that helps merchant operate, monitor and manage their business completely. Following are the various features that are provided in the merchant panel:

    Managing Merchant Bank accounts:
  • Merchant can manage their bank accounts at their own end by adding, deleting Bank accounts and modifying other account details as per their convenience.
    Manage User:
  • Merchant will be provided with a Super User account which will have all the authorities to operate the account. Super User can add users under them and assign various roles and powers as per their convenience.
    Refund management:
  • User can initiate refunds, check status of refunded transactions using merchant panel. Also, user can consume Refund APIs for initiating refunds.
    Reports:
  • Panel provides a list of important and business-centric reports that help the manage and monitor their business with ease.
    Statement:
  • Merchant can view details of all the funds that have been settled with them by SBIePay by providing the date range and monitoring it as per their will.

Yes, once you would be provided with your login credentials, our team will thoroughly guide you on how to use the merchant panel, how you can generate reports and view your business and details as per your requirement. While our merchant panel is very simplified and easy to use, right from on-boarding to any concerns regarding its usage in future, our team will assist you on it.

You can login to your admin module for checking the status of your order or transaction. The login details would be given to you as soon as your SBIePay account is activated.

Yes, you can create as many admin users as required. Once on-boarded, SBIePay provides Super Admin login details. Using this functionality, you can create multiple user login depending upon the functional areas. A user specific rights management option is provided to the Super Admin, where they can assign various sub-users with various rights.

Detailed MIS reports can be downloaded from Admin panel which helps the client to manage orders and transactions. Some of them are Reports on Reconciliation files, Cards payment reports, Pay-out Summary, GST report, Refund transactions, etc.

You can use Server to Server functionality to query SBIePay database for transaction status. SBIePay will provide detailed Merchant Integration Document with Technical Specification for more information on server to server communication.

Also, we suggest that merchant should have provision on their site for their customers to check the status of their transaction, which will be very helpful in rare scenarios where customer may be not come to know the status of the transaction in case of unexpected time-out or dropout scenario.

Yes, the payment page of SBIePay is mobile and Tablet compatible giving users a seamless experience while making payment even through mobile channel.

Yes, we can integrate with merchant's Mobile App also. It provides a frictionless customer journey for making payment even in App environment.

Transactions can be tracked live through Merchant Panel provided to you. What if customer tries for a transaction twice, assuming if the status of the earlier transaction was unknown, if there a mechanism to stop the transaction?

Yes, there is a provision where if the same order no. is provided by the merchant to us, our system can reject the transaction, if the earlier transaction is successful at our end.

Depending upon the type of integration, SSL is required. On SBIePay hosted payment service where card details are entered by the user on payment page hosted by SBIePay (aggregator hosted model), secure payment gateway, SSL is not required. However, if merchant is hosting the payment page (merchant hosted model), merchant will require SSL certification and is needed to confirm PCI DSS compliance.

A chargeback is what occurs when a customer disputes a charge with their issuing bank for a deduction on their account using a Debit / Credit card. Essentially a consumer disputes a transaction, and the card company's bank responds by taking the money back from the merchant through the acquiring Bank and returning it to the consumer.

When a cardholder disputes a transaction, the issuer may request a written explanation of the problem from the cardholder and can also request a copy of the related sales transaction receipt from the acquirer, if needed. If issuers find cardholder claim to be valid, it raises chargeback to the acquirer.

Common reasons for chargeback disputes include:

  • The customer does not recognize the charge or payee on their statement.
  • The customer did not receive the product or service.
  • The customer feels that the product or service was defective, damaged, or not as described.
  • The customer's credit card was stolen or used without their consent, a fraud case.
  • Expired credit or debit card.
  • Accidental duplicate billing.
  • Incorrect amount billed.
  • Refund authorized, but never credited back to the customer.

Common reasons for chargeback disputes include:

  • The cardholder contacts issuing bank 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 .
  • The chargeback is received at SBI Payment Gateway.
  • SBI Payment Gateway forwards the chargeback details to SBIePay for their review through mail.

Below Table to be changed. Time Norms have changed.

While depending on the type of industry the merchant belongs, PoDs can differ. However, considering the case of online e-commerce transaction:

  • IP address of purchaser at date and time of transaction.
  • Device geographical location at date and time of transaction.
  • Device ID number and device name.
  • Name and email address linked to the customer profile on-record.
  • Evidence that the customer profile was activated and verified by the cardholder before the date and time of transaction.
  • Evidence that the cardholder accessed/used the downloaded digital goods on or after the date and time of transaction.
  • Evidence that the same device and card were used in previous, undisputed transactions..

Following things can be done which can drastically help you reduce chargebacks:

  • Communicate with your customers to clear their queries before they raise chargeback.
  • Clearly describe your product or service.
  • Set clear, straightforward, and customer friendly return /refund policies
  • Provide your company contact information, which will help them to reach out to you before raising a chargeback.
  • Keep detailed records of all transactions, save all receipts since customers can raise charge back within 180 days from the day of transaction and these receipts will act as PoD and will help defend your case.

At State Bank of India, we are committed to aid our partners on various daily issues pertaining to their online payments and their integration with SBIePay.

  • For initial business enquiry purpose: business.sbiepay@sbi.co.in
  • For any technical issues, merchants can email us at support.sbiepay@sbi.co.in
  • For transaction related issues, merchants can email us at sbiepay@sbi.co.in
  • Customers can also call us on the number(s) mentioned below during the operational hours: Customer Support: 022-27523796/97
  • Operational Hours: Monday to Saturday: 10.30 AM to 06.30 PM ( except 2nd & 4th Saturdays)

SBIePay is certified with Payment Card Industry Data Security Standard (PCI DSS), which reinforces our promise of customer's safety, security & privacy.

SSL stands for Secure Socket Layer. SSL is an encryption method that is used to secure sensitive data as it is passed across the internet.

System Security:

  • SBIePay is PCIDSS compliant with the payment industry's highest security standard PCI-DSS 2.0 at the highest level.
  • System is highly protected by hardware firewalls.
  • Security Information and Event Management tools are used at the backend to monitor the system for security related aspects.
  • File integrity monitoring to make sure there are no unexpected changes to any of the application or system related files. System is highly protected by hardware firewalls.
  • Regular vulnerability scanning.
  • Regular Penetration Testing.
  • Regular security patching of OS, DB and other system components.
  • Passwords and other sensitive data stored using industry best practices of encryption.
  • CCTV surveillance of the infrastructure.
  • Security review and security testing of all application components before they are deployed to production.
  • No sensitive data like credit card number made available to anyone without authorization.
  • Separation of duties to ensure no one can put malicious code into system
  • Developers do not have access to production environment.
  • Operations do not have any access to application code.
  • Audit trails to make sure each change or action by user is tracked.

Transaction Security:

  • All traffic is encrypted using Secure Sockets Layer (SSL) protocol with industry best 256 bit encryption.
  • Security signature used to ensure fidelity of data received from merchant or banks.
  • Server to server verification of transaction data between SBIePay and Partner Banks.

Redundancy:

  • SBIePay is hosted at State Bank of India datacentre with redundant electricity and bandwidth pipes. This ensures maximum uptime and performance of our systems across hardware and software.
  • SBIePay software systems run on a dedicated and redundant server setup.

SBIePay is certified with Payment Card Industry Data Security Standard (PCI DSS), which reinforces our promise of customer's safety, security & privacy.

The payment system fully supports 3D Secure - Verified by Visa and MasterCard Secure Code. Verified by Visa is an additional layer of password protection on top of the standard anti-fraud protections built into the gateway. The Verified by Visa and MasterCard Secure Code services are provided without any additional charge.

SBIePay tries to ensure that all our partner merchants provide on their site facility for their customers to enter transaction details and find out the status of the transaction. If the merchant provides this functionality, customer can check from there and verify the status. It is advisable to check the status of the transaction at least after half and hour after the attempted transaction.

At State Bank of India, we are committed to provide best services to our customers. Customers / Merchants can email us at sbiepay@sbi.co.in for any queries related to their transaction. Customers can also call us on the number(s) mentioned below during the operational hours:

  • Contact No: +91-22-2752 3816
  • Operational Hours: Monday to Saturday: 10.30 AM to 06.30 PM (except 2nd & 4th Saturdays)
  • We will assist you in resolving all your queries or transaction related issues.

Contact Us

At State Bank of India, we are committed to provide best services to our partners and their customers. If there are any queries or to report any concerns, please reach out to us.

For any transaction or merchant on-boarding issues

Email ID: sbiepay@sbi.co.in

Phone: +91-22-2752 3816 | +91-22-2753 5773 (24*7 customer care service)

For Technical issues (SBIePay Merchants)

Email ID: support.sbiepay@sbi.co.in

For Regulatory & Customer grievance redressal (Nodal Officer)

Email ID: agm3.aggregator@sbi.co.in

Phone: +91-22-2753 5776