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NETS Click FAQs

About NETS Click

What is NETS Click?

NETS Click allows your customers to securely add their NETS bank cards as a payment method within a merchant’s mobile app. After that, consumers will be able to conveniently pay using their NETS bank card with just one click.

How can NETS Click benefit my business?

With tokenisation, NETS Click allows your customers to add their preferred NETS bank card details onto your mobile app to simplify the check-out experience, while mitigating your business risk of accidently exposing customer card details to unauthorized third parties.

How can consumers register for NETS Click?

Consumers can register to start using NETS Click in a supported merchant’s mobile app by selecting to add NETS Click as a new payment method.

The consumer will be prompted to provide some details about themselves and submit an SMS-OTP sent to their mobile number, purely for the purpose of verification by their card issuing bank.

Which cards do NETS Click support?

NETS Click supports any NETS-enabled cards from DBS, POSB, OCBC and UOB. This includes ATM or Debit Cards from DBS, POSB or OCBC, and ATM cards from UOB.

How do consumers use NETS Click to pay for something?

During the check-out or payment page of a supported merchant’s mobile app, consumers just need to select NETS Click as their preferred payment method and confirm payment. There is no action required from the consumer after that.

How safe is NETS Click?

NETS Click uses tokenisation to protect and secure consumers’ card details from being exposed and misused by any merchant or unauthorized third parties. Each token created is also unique to the specific merchant and the consumer’s mobile device, to minimize any unauthorized fraudulent transactions.

How many cards can a consumer add to NETS Click?

Each consumer can only add one bank card under NETS Click for each merchant’s mobile app. If the consumer would like to change the card they’ve added to NETS Click, they may remove the card that was previously added and register the new card subsequently.

What are the fees that I have to pay as a merchant offering NETS Click as a payment method to my consumer?

For consumers, there are no fees applicable to them when using NETS Click.

For merchants, the existing NETS transaction fees applies. As a merchant enabling NETS Click on your mobile app, you may incur some development cost on your side as well.

Is there a maximum amount consumers can use NETS Click to pay for each transaction?

Using NETS in-app payment/NETS Click, consumers can pay for transactions up to below limits:

    • DBS/POSB & UOB NETS Bank Cards: Transaction amount will be up to the card’s available daily limit.
    • OCBC NETS Bank Cards: Transaction amount will be capped at the lower of the card’s available daily limit or $1000.

 

Merchant can decide to implement a lower transaction limit on the merchant mobile app.

Will consumers need to register for NETS Click again when the merchant upgrades its mobile app?

No, the consumer will not need to register for NETS Click again when the merchant upgrades its mobile app.

Will consumers need to register for NETS Click again when they log out of merchant’s mobile app?

To protect consumers’ card details from being exposed to other unauthorised parties, each NETS Click token generated will expire upon the user logging out of the merchant’s mobile app. Consumers can continue using NETS Click by adding their NETS bank card again upon logging back into the mobile app.

What should I do if there is a payment related dispute between my customer and my business when using NETS Click?

If you are not able to resolve the dispute with your customer, please kindly advise your customer to contact their card issuing bank for assistance. A formal dispute investigation process may be conducted between the bank and NETS.

Refund service for NETS Click

Can I process a refund for a NETS Click transaction for my customer?

With the refund service for NETS Click, merchants will be allowed to process refunds back to NETS Click customers, in the event of a transaction dispute ruled in favour of the customer.

How is this different from manually submitting a refund request to NETS?

With the refund service, there is greater convenience and increased efficiency as it reduces the manual effort to handle a refund. In addition, it helps you to deliver a better customer experience as refund is processed in real-time back to customers’ accounts.

How do I request for the refund service for my business?

To apply for NETS Click and refund service, you may indicate your interest via the NETS Application Form.

If your business application is already integrated with NETS Click, you will just need to request for the refund service on the Application Form.

Once the application form is submitted and processed, our friendly NETS personnel will reach out to you and give you more information on how to integrate NETS Click and refund service with your business application.

How do I process a refund for a NETS Click transaction?

Below is a general process of how a refund process works:

  1. Customer requests for refund of a NETS Click transaction from the merchant
  2. Merchant approves customer’s refund request based on merchant’s refund policy
  3. Merchant initiates refund request to NETS
  4. NETS verifies and processes merchant’s refund request with the customer’s bank
  5. Customer’s bank will refund the amount back to the customer’s account in real-time
  6. NETS notifies merchant of successful refund
  7. Merchant can notify the customer of the successful refund

The refund amount will offset against merchant’s available sales of that day.

How will I know if the refund is successful?

NETS will notify you after the refund amount is credited successfully into the customer’s account.

How soon will my customer receive the refund?

Once your refund request has been successfully submitted, NETS and your customer’s bank will process it in real-time. Your customer should be able to receive the refund amount shortly after.

What are the fees that I need to pay to enable this refund service for my business?

There is no additional fee charged to enable the refund service for NETS Click. However, the existing NETS transaction fees for NETS Click will still apply for any NETS Click purchase.

Why did NETS reject my refund request?

Your refund request will be rejected as a result of any of the following scenarios:

  • Original transaction is older than 90 calendar days
  • You have already submitted 3 partial refunds per original transaction
  • Refund amount exceeds the original transaction value
  • Refund amount exceeds your available sales of the day
  • The cumulative refund amount per original transaction exceeds the original transaction value
What should I do if my refund request is rejected?

If your refund request is rejected due to the scenarios below, you may request NETS to initiate the refund for you on a manual basis by submitting the refund form to info@nets.com.sg.

  • You have already submitted 3 partial refunds per original transaction
  • Refund amount exceeds your available sales of the day*

*For NETS to initiate and process the refund on your behalf without sufficient sales of day, you will also need to submit a debit authorisation in addition to the refund form.

Will I be able to cancel a refund request?

Once you have submitted the refund request, it cannot be cancelled. Please ensure that you have internally approved the refund request and entered the correct refund amount before submission.

Is the refund service available for other NETS payment modes as well?

At the moment, this refund service is only available for NETS Click.

Did not find what you were looking for?

Reception

(65) 6272 0533 / (65) 6229 7201

Operating Hours:

8:30am to 5:30pm (Mondays -Fridays)

8:30am to 12:30pm (Saturdays)

We are closed on Sundays and Public Holidays

NETS Customer Service Hotline

(65) 6274 1212 / (65) 6229 7200

Operating Hours:

24-hour (Monday – Sunday)

NETS Main Office

351 Braddell Road #01-03
Singapore 579713

Operating Hours:

8:30am to 5:30pm (Mondays -Fridays)
We are closed on Saturdays, Sundays and Public Holiday.