Mandate Hub

Standing Instructions on Cards – Frequently Asked Questions

(Effective from 1st Oct 2021)

1. Why is there a change in the existing payment mechanism system?

To safeguard consumers, a new regulatory guideline ‘Processing of e-mandates on cards for
recurring transactions’ has been put in place for safety and security measures of card
payments which directly impacts the recurring payments (such as
monthly/quarterly/annual/bill payments) via auto pay mode to merchants and service
providers.

2. What are Recurring Transactions/Standing Instructions on customer’s Card ?

Recurring transactions or Standing Instructions on Cards are those type of transactions
where customer have provided their card credentials to merchants that provide
subscription-based services (Netflix, Amazon Prime etc.) for billing or where they have given
instructions to the merchant to bill their card at a pre-defined frequency (insurance
premiums, SIP on Debit Cards etc.)

3. Are the merchants and bank ready to meet the new conditions?
The new conditions prescribed by the guideline ‘Processing of e-mandates on cards for
recurring transactions’ require a cohesive effort by all stakeholders involved in payment
processing. A common industry-wide platform has been developed, and ICICI Bank has
completed its internal development and integration. We are working jointly with merchants
to make it live for customers at the earliest.

4. What is the implication of this for customer?

Effective 1st Oct 2021, the bank will only approve standing instructions
(domestic/international) on cards if it has been processed as per the new guidelines for
‘Processing of e-mandates on cards for recurring transactions’ by the service providers.
There will be no impact on EMI transactions, one-time non-recurring payments and standing
instructions on account.

Transaction Old Process New RBI Compliant Process

Registration  1 st
 1st transaction/registration with
of Standing transaction/registratio AFA (Additional Factor
Instruction n with AFA Authentication)
at  Select subsequent  At the time of registration, validity
merchant auto payment period and maximum amount is
site provided
 Bank/merchant to provide facility
to
view/modify/approve/pause/canc
el standing instructions
Subsequent  Auto charge to card For merchants which are enabled as per
Transaction without any AFA the new regulatory guideline:
 / Recurring  If recurring charge amount is less
Charge than ₹5000 and less than Max
Amount, then amount Is
automatically charged without
AFA (Additional Factor
Authentication)
 If recurring charge amount is
more than ₹5000 or more than
Max Amount, customer needs to
approve the transaction via AFA
(Additional Factor Authentication)
and then amount is charged
 Pre-debit notification will be
provided at least 24 hours before
the due date of recurring charge
with details of upcoming
transaction
For merchants which are not enabled as
per the new regulatory guideline and the
networks RuPay and American Express:
 The recurring transactions will be
declined
 Customers will have to make
direct payment to merchant to
avail the services

5. What is Mandate Hub?

Mandate Hub is the interface where all the ICICI Debit and Credit card holders can view and
manage their standing instructions. Customer can log in to the Mandate Hub by
www.icicibank.com > Cards > Credit Cards > Standing Instruction & Recurring Charges >
Manage Standing Instructions or by visiting www.icicibank.com > Cards > Debit Cards/ ATM
Card > Standing Instruction & Recurring Charges > Manage Standing Instructions.
Customers can log in to the Mandate Hub by clicking on the link:
https://www.sihub.in/managesi/icici#/home/landing

6. What can the customer do if they want to continue using the services they have
subscribed to?
Customers may continue to avail uninterrupted service through the following ways:
a. Customers will have to check Mandate Hub on/after 1st Oct 2021 to see the list of
standing instructions that are can be processed on their cards as per the new regulatory
guideline.
b. For all the remaining standing instructions that customers don’t see on the Mandate
Hub, they will have to make direct payment to merchants to avail the services.

7. Will the customers have to pay charges if the recurring payment transaction gets declined
due to non-compliant process?
 The bank will not levy any charges. However, in the event of merchant /service providers
levy any charges/fees towards the non/delayed payments, bank will not be responsible for
the same.

8. Will the bank apply any charges to customers on the new regulatory compliant process?
No, the bank will not levy any charges to customers for use of the new regulatory compliant
process, i.e., Mandate Hub.

9. Does the customer need to register for the Mandate Hub?

The customer doesn’t need to register for Mandate Hub. S/he can log in to the Mandate Hub
using their credit card/debit card following successful AFA (Additional Factor of
Authentication)

10. When can a customer approve transactions greater than ₹ 5000 or greater than maximum
amount in the Mandate Hub?
The customer can approve transactions greater than ₹ 5000 or greater than maximum
amount in the Mandate Hub after the invoice is generated by merchant and ‘Approve’
button is displayed for the standing instruction. Customers will receive upcoming transaction
notification in their registered mobile no. and email ID when the invoice is generated.
Upcoming transaction notifications will be sent at least 24 hours before the date of debit.

11. What can a customer modify in a standing instruction?

The customer can only modify the maximum amount and end date of a standing instruction.

12. Can a customer modify or re-open a cancelled standing instruction?

No. A customer can’t modify or re-open a cancelled standing instruction.

13. Does the status ‘Approve’ in Invoice section mean that the transaction is successful?
No. The status ‘Approve’ only means that the customer has approved the transaction. Once
the transaction is initiated by merchant and is successfully charged, it is recorded in the
Transaction History and a Transaction Success Notification is sent to customer.

14. How does a customer know that the transaction has been charged?
After transactions are charged, they are recorded in the Transaction History. Transaction
success notification is sent to customers after transaction has been successfully charged.

15. How does a customer know that a transaction has been unsuccessful?
Unsuccessful transactions will be recorded in the Transaction History with remarks as
‘failure’. Transaction failure notification is sent to customer after transaction has been
unsuccessful.

16. What can a customer do if s/he has not approved the transaction greater than ₹ 5000 or
greater than maximum amount before the date of debit for a standing instruction?
A customer can also approve a standing instruction up to 25 days after the date of debit. But
this doesn’t guarantee that the transaction will be successfully charged. Your Merchant or its
Acquiring Bank will need to initiate a fresh authorisation on your Debit or Credit Card. In
case you miss to approve a transaction greater than ₹5000/maximum amount, we would
 strongly recommend that you get in touch with your merchant / service provider and
request them to initiate a fresh authorisation in order to keep your services active.

17. Can customer pause a standing instruction?

Yes. A customer can pause a standing instruction by opting out of the upcoming transaction
before the date of debit following successful AFA.

18. Can customer pause a standing instruction for more than one upcoming transaction at a
time?
No. A customer can’t pause a standing instruction for more than one upcoming transaction
at a time.

19. Will pausing a standing instruction for a specific transaction impact subsequent
transaction?
No. Pausing a specific transaction for a standing instruction doesn’t impact subsequent
transactions of the standing instruction.

20. What are the notifications that will be sent to customers regarding their standing
instructions?
Customers will receive the following notifications on their registered phone no. and email id
regarding their standing instructions:
 Customer will receive Registration notification when s/he registers at the merchant’s
site
 Customer will receive Upcoming Payment notification for all the upcoming
transactions
 In case a customer chooses to modify a standing instruction(s), customer will receive
Modification notification requesting to approve the modification by way of an
Additional Factor of Authentication
 In case the customer chooses to cancel a standing instruction(s) the customer will
receive Cancellation notification for authorizing the cancellation of the standing
instruction(s)
 Customer will receive a Payment approval notification for authorizing transactions
greater than ₹5000 or greater than Max Amount
 Customers will receive Transaction Approval notification when transaction is
approved by the customer
 Customers will receive Transaction Success notification when transaction amount
has been successfully charged by the merchant
 Customers will receive Transaction Failure notification when transaction couldn’t be
successfully charged by the merchant