Digital Banking Contents

Chapter 1

1. Bob World Internet

1. Bob World Internet

1.1 Introduction of Bob World Internet

Bob World Internet" is an internet banking facility introduced as an alternative delivery channel for
rendering effective customer service on 24 X 7 basis. It offers unique customized services to both Retail &
Corporate customers.

1.2 Countrywide launch

“Bob World Internet” is a transaction based internet banking product being offered to our customer’s w.e.f.
14th September, 2006. All Bob World Internet Customers have been upgraded to new version i.e. FEBA as of
25/11/2020.

“Bob World Internet” customers are classified in two categories (i) Retail (ii) Corporate

1.2.1 Bob World Internet – Retail

All INDIVIDUALS (including joint accounts) are considered as Retail customer for the purpose of “Bob World
Internet”.

1.2.2 Bob World Internet – Corporate

All NON-INDIVIDUALS are considered as corporate customer for the purpose of “Bob World Internet”.

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1.3 Excluded Users
Bank will not provide Internet Banking facility to

 Illiterate account holders

 Dormant accounts
 Inoperative accounts
 Minor account holders (Below age of 15)
 Accounts where garnishee / attachment order is received
1.4 Important benefits to our bank and our customers:
Advantages to the Bank Advantages to the Customers

✔ Cost effective. ✔ Round the Clock anywhere online banking.

✔ To meet market ✔ Safe & Secure with 256 bit SSL encryption.
competition.
✔ Almost all services are available free of cost.
✔ To meet customer’s Instant / Scheduled/ Recurring online fund transfer within
requirement BOB & other Bank (IMPS/NEFT/RTGS).

✔ Divert customer to ✔ FREE Direct / Indirect / State tax payment and instant TAX
alternate delivery receipt.
channel and utilize
manpower for other ✔ FREE online subscription of IPO/FPO/Right issue through
activities. ASBA.

✔ Request for New Cheque book and Stop Payment of cheque.

✔ FREE Bill presentment | Bill Payment | Online Shopping |

Receive and view bills online |Alert on pending bills.

✔ FREE Mobile Alerts of Debit and Credit transactions.

✔ Personalized limit set within the default limit.

✔ TDS, Balance & Interest Certificate generation and view Form

26AS.

✔ Login to e-filing

✔ Direct landing to page of choice after login.

✔ Search & View transactions. Statement generation.

✔ Set/Reset Debit Card PIN, Block debit Card.

✔ Set Daily ATM/POS/ECOM Debit Card limits.

✔ Online Submission of Form 15G/H

✔ Nominee updation in Self Mode of Operation SB/TD/RD

accounts.

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✔ Link Aadhaar and check Aadhaar status.

✔ Single Beneficiary addition for IMPS/NEFT/RTGS

✔ Beneficiary Specific limit setting by Customer

✔ Simulate pre closure of Loan account

✔ Request for New Gift card

✔ Captcha at the time of Login

✔ Consolidated Day End Statement

✔ View Closed Operative Accounts

✔ View Average Monthly Balance

✔ Request for New Gift card

✔ Maker-Check Facility, Limit Enhancement, Division

Maintenance for Corporate Customers.

✔ FORMER OR SURVIVOR mode of operation is now eligible for

Net Banking

✔ Blocking of Debit card.

✔ Online Linking and credit to Sukanya Samriddhi Savings

account.

✔ Online net banking Registration Using Active Debit Card for

Retail User.

✔ Online Regeneration of Transaction Password for retail users

Using Debit Card.

✔ Online Retrieval of User Id for both Retail and Corporate

Users.

✔ GREEN PASSWORD: Bob World Internet users both Retail and

Corporate, can Set/Reset Bob World Internet Passwords
online by using their registered Mobile Number & Email ID.

✔ Finacle Menu option (ACUID) for Addition/Deletion of User

and change of menu profile (View to Transaction rights and
vice versa) in Bob World Internet.

✔ Online activation/deactivation/PIN reset for CA Mobile OTP

application for self-generation of OTP.

✔ Online FD/RD.

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✔ Premature closure of FD/RD accounts for Self-Mode of
Operation which are opened online.

✔ Online Linking and Amount transfer to PPF a/c

✔ Linking Aadhaar and check status.

✔ Updation of nominee in accounts with self-mode of operation.

✔ Online Account transfer for retail users having Self-Mode of

Operation.

✔ E-KVP certificate view

✔ Enrolling for Pradhan Mantri Bima Yojna and Atal Pension

Yojna.

✔ Registration/De-registration of Mobile banking and

regeneration of MPIN.

✔ Linking and delinking of accounts through ACCOUNTS tab �

Account Access.

✔ FATCA declaration.

✔ EPFO payments. Sovereign Gold Bonds.

✔ Submission of 15G/15H online through Bob World Internet

✔ Debit Card limit (ATM/POS/ECOM) change

✔ Personalized limit set within the default limit.

✔ View/Edit/Delete/Execute any
Recurring/Scheduled/Incomplete Transaction

✔ Save Transactions as Template.

✔ Beneficiary Specific limit setting by Customer

✔ Single Beneficiary addition for IMPS/NEFT/RTGS

✔ Simulate pre closure of Loan account

✔ Captcha at the time of Login

✔ Consolidated Day End Statement

✔ View Closed Operative Accounts

✔ View Average Monthly Balance

✔ Request for New Gift card

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 ✔ Maker-Check Facility, Limit Enhancement, Division
Maintenance for Corporate Customers.

✔ Loan/Deposit Modelling

✔ Centralized positive pay system

✔ Online dispute resolution

✔ Loan/ OD against own deposit

1.5 Finacle Menu Options to be used by the Branches

● HDCR - For new registration of Bob World Internet.
● HREGPW – Submitting Request for regeneration of Passwords. Now the use of this menu option
has been very limited after launching GREEN PASSWORD.
● ACUID- Create new Bob World Internet User id for corporate customers.
a. Delete existing Bob World Internet user id for corporate customers.
b. Change customer rights (from transaction to view and vice versa).
● MOBUPLD- Mobile number and Email Id updating of corporate user after HDCR
● CUSTMOB- Mobile number updating of Retail user.
● HBDTM – Inquiry of Customer Type in Net Banking
● HBDTM – Changing the customer from Retail and Corporate
● HBDTM – Deletion of Net Banking from a particular Customer Id
● For disabling the Net Banking facility from Ac, branch has to send a mail to Bob World Internet
Operations team with scanned request letter of customer.
● In Case of Retail & Corporate CIF Issue – Create a fresh (CRLC/VRC, CCCR/VCCR) and Change it by
HCCA, Now Use HBDTM
1.6 Major Development in Bob World Internet
● Blocking of Debit card.
● Online Opening, Linking and credit to Sukanya Samriddhi Savings & PPF account.
● Online net banking Registration Using Debit Card for Retail User.
● Online Regeneration of Transaction Password for retail users Using Debit Card.
● Online Retrieval of User Id for Retail Users.
● GREEN PASSWORD: Bob World Internet users (Retail – NRI & Domestic) can Set/Reset Bob World
Internet Passwords online by using their registered Mobile Number & Email ID.
● Finacle Menu option (ACUID) for Addition/Deletion of User and change of menu profile (View to
Transaction rights and vice versa) in Bob World Internet.
● Dispatching Bob World Internet Passwords in Active Status for Immediate Use by the customers.
● Password delivery status can be tracked through BCPD menu in finacle.
● Online request for ARCOT/ Mobile OTP for self-generation of OTP.
● Online Tax Saving FDR (Minimum 5 Years).
● Online Opening of SDR. (Minimum 7 Days to 364 days.)
● Premature closure of FD/RD accounts
● Linking of Aadhar Card.
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● Updation of nominee details
● SOL transfer for retail users having self-operational instructions
● Updation of E-mail id
● E-KVP certificate view
● Enrolling for Pradhan Mantri Bima Yojana and Atal Pension Yojana.
● Registration of Mobile banking and regeneration of MPIN.
● Linking and delinking of accounts through ACCOUNTS tab � Link/Delink Accounts.
● FATCA / EPFO payments.
● Sovereign Gold Bonds.
● On-boarding more merchants through Razor Pay as aggregator.
● On-boarding more merchants through SBI e Pay as aggregator very shortly.
● Submission of 15G/15H online through Bob World Internet
● Generation of Interest Certificate
● Generation of TDS certificate
● Generation of Ac statement in PDF/EXCEL/TXT format.
● Facility to block debit card for view rights users
● Display joint account holder name in account statement
● Positive pay confirmation for rejected cheques
● Restriction on submission of request for issuance of debit card for OD & CC cards
● Activation/Deactivation of bob World Internet through HDCR menu
● Modification in the submission of bid quantity under Rights issue category.

● Reissuance of Debit card

● Enhancement in the facility of disabling Internet Banking using Self-Mode (without login in Internet
Banking)
● Account Number Blocking post login for Retail & Corporate customers
● Facility to view locker details
● Online Closure of LABOD / ODBOD
● Implementation of NCMC e-Wallet Services for Retail customers
● POS lead generation for Corporate customers
● Account statement generation in .CSV format for Retail and Corporate customers
● Name Check during IMPS transaction for Retail and Corporate customers
● Displaying of CKYC number for Retail and Corporate customers
● NRI Services on bob World Internet portal and bob World Mobile application.
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 ● Retail Customers: Revised limits

Category Type of Per Daily TAX Payment/Self-Linked

Transaction Txn
Retail_Default SHP/TPT/NEFT/R 10 25
TGS (In Lakhs) Unlimited
Retail_Default IMPS(Lakhs) 5 5

● Corporate Customers: Revised limits

Category Type of Transaction Per Daily TAX Payment/Self-Linked

Txn
Corporate SHP/TPT/NEFT/RTGS 30 75 Unlimited
Default /BULK UPLOAD(In
Lakhs)
Corporate IMPS 5 5
Default

No of Beneficiaries Retail Corporate

Total Number of Beneficiaries per day (any mode 5 25

Of payment).

Modification in OTP delivery Channels

To Prevent Cyber frauds and to avoid misuse of OTP sent on E Mail ID, OTP on E Mail delivery on
E Mail has been discontinued from 24/7/2023. The details of changes are as below:
S Customer Segment Customer Type OTP Delivery Channel
No
Previously Existing
1 Retail Domestic E Mail & SMS SMS only
NRI E Mail & SMS No Change
2 Corporate Domestic E Mail & SMS SMS only

Modification in authentication mechanism for beneficiary addition in bob World Internet

S No Customer Authentication Mechanism for beneficiary Addition

Segment
Existing Proposed
1 Retail OTP+ Transaction Password Split OTP + Transaction Password
1st half of OTP on SMS and 2nd half of
ITP will be sent to E Mail. SMS and E
Mail will be sent on Mobile number and
E Mail ID of customer registered with
bank.

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 Cooling period for beneficiary addition for retail and corporate customers is as under:

S.No Beneficiary Addition Time Transactions permitted on both Retail

and Corporate
1 Immediately after addition of new No financial transactions permitted on
beneficiary and up to first 4 hours that beneficiary
2 After expiry of 4 hours and up to next Maximum financial transactions up to
24 hours total of Rs 2 lakhs is only permitted on
that beneficiary during this period.
3 After expiry of 28 hours i.e., ( first 4 Financial Transactions allowed as per
hours + 24 hours ) assigned limits with no restriction.
Chapter 2

Bharat Bill Payment System(BBPS)

Learning Outcome

● Understanding Bharat Bill Payment System

● To know where we can use BBPS

● Benefits of Bharat Bill Payment System

● Circular related to Bharat Bill Payment System

1.1 National importance

Bharat BillPay is an initiative of national importance which offers real time bill payment
service to customers/ non customers across geographic and demographic lines. Bharat
BillPay is a tiered platform wherein our Bank is participating as Customer Bharat Bill
Payment Operating Unit (Customer BBPOU) as well as Biller Bharat Bill Payment Operating
Unit (Biller BBPOU).

BBPS in our Bank: RBI has authorised Bank of Baroda to function as a Bharat Bill Payment Operating Unit
in May, 2016. BBPS Systems of Bank of Baroda have been certified by NPCI.

1.1.1 Current Scope

The current scope of Bharat BillPay covers repetitive payments for everyday utility services such
as Mobile Pre-paid, Electricity, Water, Piped Gas, DTH recharge, Telecom postpaid (Mobile,
Landline & Broadband), Municipal Taxes and Services, Mutual Funds, Credit cards, Institution
fees (Schools and Colleges), Insurance Premium, Housing Society, FASTag Recharge, Booking and

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 Payment of Gas Cylinder, Subscriptions, Loan Repayment, Cable, Hospital Collection, Recurring
Deposit/ EMI Deposit/ Instalment Deposit, Clubs and associations, etc.

a) Customer Operating Unit (COU) – For customer/non-customer to facilitate bill payment and
recharge through various channels/mode of payments. Bank is providing Bill Payment services to
the customers through:
 Baroda M-Connect Plus - Mobile Banking.
 Bob World Internet - Net Banking (pre-login and post-login).
 BHIM Baroda Pay - UPI mobile app of Bank (can be used by any Bank customers)
 Bank of Baroda Business correspondent (BC) point.
 BHIM UPI mobile application of NPCI.
 Any Time Money (ATM) as an Agent Institution (AI)

At present 20,262 billers are available under BBPS out of which 19,764 are educational institutes.
b) Biller Operating Unit (BOU) – For biller on-boarding, to facilitate electronic collection of biller’s bill
payments and recharges under categories approved by NPCI.

At present following billers are on-boarded by Bank:

 BESCOM (Bangalore Electricity Supply Company Limited) for electricity bill payments
 Baroda FASTag for FASTag Recharge
 HESCOM (Hubli Electricity Supply Company Ltd.) for Electricity bill payments
 MTNL, Mumbai for Landline/ Broad band bill payments
 Pimpri Chinchwad Municipal Corporation for water bill payments
 Local Admn. Deptt., Puducherry for Municipal Tax bill payments
 Silvassa Municipal Council for water bill payments
 BOB Financial Solutions Limited for Credit Card Bill Payments
 India First Life Insurance for Insurance Premium Payments.

1.1.2 Charges: No extra charge is being levied by the Bank for this service for electronic transactions.
Only Rs. 2 + GST is applicable for payments at BC points (excluding DTH, credit card and LPG gas
categories of billers)
1.2 Eligibility (Who can use it)
Available for both, Bank’s Customers as well as other Bank customers.

a) For Bank’s Customers, bill payment through Bob World Internet (both pre-login and post-
login, Baroda M-Connect plus, BHIM Baroda Pay (Bank’s UPI), BHIM UPI of NPCI, Any Time
Money (ATM) Bank’s Agent Institution, BOB Mitra point (BC point).

b) Also Bank is facilitating online bill payments to other Bank customers through Bank of
Baroda’s UPI application “BHIM Baroda Pay” and Any Time Money (ATM) Agent Institute

c) Bank as a Biller OU can on-board billers under approved categories into the Bharat Bill Pay for
receiving payment of utility services for all categories approved by NPCI/RBI from time to time

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 d) If the Biller is already available in the Bharat Bill Pay, our Bank can also on-board the same
biller as a second default Operating Unit.

1.3 USP of Bharat Bill Pay

a) Anytime anywhere payment of all types of bills at one place.
b) Aims to facilitate seamless payment of any bill at any agent outlet/bank branch/portal in all
geographies.
c) Standardized charges for entire Bharat Bill Pay ecosystem including banks, non-banks, agents,
customers etc.
d) Bharat Bill Pay acts as an integrated platform.
e) Bharat Bill Pay lays standardised complaints management system to handle ON-US and OFF-
US transactions.
f) Standard commercial arrangement.
g) Single and trusted brand connect and Bharat Bill Pay Assurance.
h) Sufficient business and technical MIS that may help in analysing consumer behaviour and
system performance of biller partners

1.4 Secured Bill Payment Platform

a) It involves two steps in bill payment. One is Bill Fetch Request/ Response and the other is Bill
Payment Request/ Response. So, a bill payment is facilitated only when user first fetches the bill
and confirms the bill amount. (However, some of the billers are Pay Only billers, i.e. bill will not
be fetched and user will have to enter amount manually. E.g. Vodafone Post-paid.)
b) User’s details are highly confidential and are encrypted using suitable algorithms so that there is
no compromise with user’s data.
c) Payment is considered complete only when user gets the confirmation message.

1.5 Usage (How to use it?)

Benefits of BBPS for customers:

 BBPS provides interoperability so that consumers can pay the bills of any biller at a single point and
facilitate payments via multiple modes i.e. Debit Cards, Credit Cards and other electronic payment
options such as Net banking, Mobile banking, UPI, etc.

 Furnishes instant confirmation of payment made via a payment receipt/confirmation message. The
receipt could be in the form of SMS/ email/ print out as desired by the customer.
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  The BBPS brand assures trust and confidence amongst consumers for the certainty, reliability and
safety of the transaction.

 With BBPS, customers no longer need to stand in long queues.

 Standardized Grievance Redressal

Benefits of BBPS to billers:
 Single integration for multiple channels and payment options
 BBPS Brand assurance
 Convenience of ‘anytime anywhere’ bill payment to their consumers
 Instant confirmation of payment through SMS/email/print
 Standardized Grievance Redressal
 Single settlement and MIS and data for analysis

Benefits of BBPS to Bank:

 Customer satisfaction by value added service through our ADCs
 Increased transaction volume and hence increased fee-based income
 Float fund (CASA deposit)
 Opportunity to mobilize corporate accounts by on-boarding billers on BBPS
 Opportunity for cross-selling to corporate and their employees
 Increased digital transactions – Improved Bank’s ranking by MeitY

Learnings –
✔ Usage of Baroda Bill Payment System (BBPS)
✔ Benefits and features of BBPS
✔ Charges of using BBPS
✔ Eligible customer who can avail BBPS
✔ Process of transaction done with using BBPS

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 Chapter 3

BHIM AADHAR BARODA PAY

BHIM AADHAR BARODA PAY

1.6 Introduction
BHIM Aadhaar Baroda Pay is a digital payment acceptance solution from Bank of Baroda. It is a merchant
mobile application using an Android smartphone and biometric device meant for merchants to receive
digital payments from customers over the counter through Aadhaar authentication. Customer performs
transaction by providing his Aadhaar number and biometric. The transaction will be interoperable in nature
allowing any bank customer to transact on BHIM Aadhaar Baroda Pay. The merchant funds will be credited
real time to the merchant account linked at the time of registration after successful completion of the
transaction. The per- transaction limit is Rs. 10000/-BHIM Aadhaar Baroda Pay is different from BHIM
(NPCI UPI’s Product). Among all the channels for acquiring merchants, “BHIM AADHAR Baroda PAY-involves
provision of a micro USB based biometric finger print capturing devices to Merchants, which is to be
attached to their Mobile Devices for accepting payments.

1.7 Requirements for the merchant to start using BHIM Aadhaar Baroda Pay
✔ Aadhaar seeded account with Bank of Baroda.
✔ STQC Certified Biometric Reader with Micro USB / USB C-Type connector.
✔ Android smartphone with Android version 4.2 or higher with internet connectivity and OTG support
for connecting biometric device.
✔ Phone should be able to power the biometric reader.

1.8 Steps to follow before going Live

✔ BHIM Aadhaar Baroda Pay Application is available on Play store.
✔ Merchant has to download 2 Mobile Applications from the Play Store as follows :
● IDEMIARD Services
● BHIM Aadhaar Baroda Pay

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1.9 Merchant Registration
✔ The registration process for BHIM-Aadhaar-Pay for individual merchants includes following steps:
✔ Branches identify the potential merchant and share the on-boarding details of merchant in excel
sheet for registration of merchant.
✔ Using on-boarding details merchant ID is created.
✔ Merchant download the App from the play store by following steps for going live.
✔ Merchant register himself using his Aadhaar number (that was taken as part of on-boarding) and
biometric credentials.
Merchant is asked to agree the terms and conditions for using the app which are displayed on the mobile
itself.

1.10 Benefits for Merchant and Customer

✔ Merchant receive transaction on real Time.
✔ Customers not need to carry debit or credit card with them.
✔ Cashless purchase transaction
✔ No MDR to merchants
✔ One application for multiple bank account
✔ Available 24 X 7
2.6 Clarifications in Merchant enrolment

1. A merchant to be enrolled on BABP along with the sale of Biometric device

2. Charges to be collected from the merchant as per the Circular no HO:BR:113:40 dated 21.02.2021
 Rs 1450.00 + GST to be collected as one time rent upfront at the time of on-boarding. No
further rent is required to be recovered.
 No charges to be collected from merchant based on positive Cost Benefit Analysis (CBA) and
approval of Regional Authority
 Charges to be collected in Account - XXXX0042701079 (Rent recovery BHIM Aadhaar Biometric
finger print device)
3. Merchant account in which the merchant has availed the BHIM Aadhaar Baroda Pay Service.

Purchase Limit

✔ Minimum Rs. 10/-

✔ Maximum Rs. 10,000/-
✔ Per Day up to Rs. 2,50,000/-
✔ Per Month up to Rs. 10,00,000/-ings – t BH
✔ IM AADHAAR BARODA PAY
ist of Circular – BHIM Aadhar Baroda Pay
Circular Date Subject
Number
BCC:BR:109:149 24/03/2017 Launch of Bharat Bill Payment System (BBPS)

✔ Benefits and fea limits

✔ BABP

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 Chapter 4

BOB World UPI

Unified Payment Interface (UPI) is a payment platform to bring digital inclusion

in India. The objective of this initiative is to transform India into a cashless
economy while making transaction simple for consumers. Simply put, UPI enables all bank account
holders to send and receive money from their smartphones by creating a Virtual Payment Address
(VPA) / UPI ID of their choice and link it to any bank account. The VPA / UPI ID acts as their financial
address and users need not remember any bank account information for sending or receiving
money.

1.11 Key features of BOB World UPI application

● One App for multiple bank Account
Add multiple Bank Accounts in same application.
● Send and receive money instantly
Send or Collect payments with a Virtual Payments Address.
● Self-declaration as merchant (I am a Merchant)
Customers can declare themselves as merchant and receive payment from their clients.
● Safe and Secure
1 Click two-factor authentication makes it a safe and secure payment option.
● 24*7 Availability
You can send or receive money 24*7, even on public/bank holidays.
● Instant Payment of any transaction
Real time settlement of Funds based on IMPS transactions.
● Secrecy of account and card details by using Virtual ID and Aadhar no.
No need to remember or share account details while sending and collecting payments.
● One App for all Payments
Use 1 app to do all payment like Send, Collect, utility and merchant payments.
● Easy access to Complaint module: Application have inbuilt integration User Can log and trace
complaint of any transaction.

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● Scan and Pay Customer can make payment to P2P (Person to Person) and P2M (Person
to Merchant)
by using QR code. It can scan both
UPI and Bharat QR Code.
● QR Code: Customer can generate
Dynamic and Static QR Code and
the same can be scanned through
any UPI enabled application for
collecting payments.

Who can use UPI services?

✔ Mobile number should be

registered with bank accounts.
✔ Saving account holders with
mode of operation “Self” and
“Either or Survivor” (except
NRE/NRO & Sukanya
Samridhi).
✔ Current Account holders with mode of operation “Sole Proprietor”.
✔ OD Account holders with scheme code OD002, OD003, OD004, OD005, OD006, OD016,
OD017, OD023, OD026, OD028.
✔ At a time only single Customer Id accounts can be linked to send or receive money.
However, soon customers will be able to link accounts having more than one customer ID
linked to the mobile number
✔ Debit Card is mandatory for linking of Account and setting of UPI PIN for transacting through
BHIM Baroda Pay – UPI App.
✔ When the customer sets the UPI PIN for one account, the UPI PIN will be valid for all linked
accounts under the customer ID.

Getting started with bob World UPI application

Digital on-boarding process in BHIM Baroda Pay UPI APP
a) Please go to Google Play Store (Android Users) or iOS AppStore (iOS Users) for downloading -
BHIM Baroda Pay UPI application.
b) Post complete download, the application will install on the device.
c) Click on the installed application to register and accept all app permissions to start the
registration process.
d) Enter your registered mobile number and select the SIM Slot in which your registered mobile
number is placed.
e) A silent SMS will be sent from your registered mobile number. Make sure sufficient mobile
balance is available for sending silent SMS.
f) After mobile number verification, application prompts to enter name and proceed.
g) Select the Bank where your Bank account exists under the same registered mobile number.
h) Post selection of account, application will display the list of all eligible accounts for UPI.
i) Select any one / all the accounts and create a VPA (UPI ID).
j) Create login PIN, select security question and create answer.
k) Accept the Terms and Conditions and proceed, which completes the registration in BHIM
Baroda Pay UPI.
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 l) Post registration, generate UPI PIN to be used for transaction.
m) In the home screen under added accounts, UPI PIN status will be displayed (Set / Not Set)
n) Click on the three dots icon under desired account.
o) Select the option -> Set UPI PIN. On the next screen-> Enter last 6 digits of debit card issued in
the same account.
p) Enter the card expiry and proceed.
q) An OTP will be received on registered mobile number. The same will be auto read by the
application. In case of devices where auto read facility is by default disabled, manually key in
the OTP.
r) Now create UPI PIN and reconfirm the same.
s) UPI PIN is successfully set. Now you are ready to do UPI transactions…….

✔ The following scheme codes cannot be issued UPI

• CA131- Smart Health current Account
• SB155- Sukanya Samriddhi Account
• SB 137- BSBD small savings account
• Sb 136- BSBD small savings account without KYC

1.12 Services Available:

1.12.1 FINANCIAL SERVICES
● Send Money using VPA
a. (UPI id),
b. IFSC + Account no
c. and Mobile number + MMID
● Transfer funds within self-linked accounts
● Pay to contact
● Collect Money using VPA (UPI id)/QR code
● Scan any BHIM / Bharat QR code to make payment
● Approve Collect Request - Merchant Payment (P2M) and from friends etc. (P2P)
● Recharge Baroda FASTag or other bank FASTag using Pay option. Enter VPA as
netc.vehicleno@barodampay or netc.Vehicleno@icici etc.
● Make bill payment for various billers like Electricity, Water, etc. on Bharat Bill Payment
System (BBPS), Mobile / DTH Recharge, Insurance Premium

1.12.2 NON-FINANCIAL SERVICES

 Balance Enquiry
 Manage Linked Account / Details
 Creation / Execution / Modification / Revoke of One time mandates request for P2P
transactions.
 Approve One Time Mandate for ASBA and other Merchants Collect Mandate request.
 Set Account limit for per transaction and per day (applicable only with BHIM Baroda
Pay app)
 View Transaction History
 Customer Dispute Management.
 Change & Reset UPI PIN, login PIN and QNA (Security Questions and Answer)
 Unblock VPAs blocked earlier
 Debit blocking of Mobile number for the account linked to UPI (Only for BOB account
holders)
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  Self-Declaration as Merchant through I am Merchant option
 Creation of Agents by Merchants in Merchant Mode option.
 Bulk Collect Request: Merchants mode
 Downloading of QR Code of created agent.
 Generate Dynamic and static QR for collection of payments.
 Deregistration from application
 Branch / ATM Locator / FAQ’s / Language

1.13 How to send Money on BHIM Baroda Pay:

1. Using Virtual Payment Address (VPA)
2. Using Account Number and IFSC
3. Using Mobile Number & MMID

1.14 How to Collect Money on BHIM Baroda Pay:

1. Using Virtual Payment Address (VPA)
2. QR Code

1.15 Transaction Limits: Txn – Transaction, Min – Minimum

Txn Category Txn Type Min Amt. Limit per txn (Rs) Limit per day (Rs) No of txn

*Person to Person Pay 1 1,00,000/- 1,00,000/- 20

(P2P) / Person
to Person & Merchant
(P2PM)
*Person to Merchant All 1 1,00,000/- 1,00,000/- 20
(P2M)
**Person to Merchant All 1 2,00,000/- 2,00,000/- 20
(P2M) (for Specific
MCC)
IPO (ASBA) Collect N/A 5,00,000/- 15,00,000/- N/A
G-Sec through RBI Collect N/A 5,00,000/- 15,00,000/- N/A
Retail Direct Scheme
(RDS)

USSD (*99#) Pay 1 5,000/- 5,000/- 20

Fund Transfer (after Pay 1 5000/- 5,000/- 1

setting/resetting) UPI
PIN and fresh
registration/re-
verification of device

Merchants can also use this app by registering with “I am a Merchant” option and start receiving payments via
this app.

3.7 UPI 2.0 in BHIM BARODA PAY

17
 ❖ It is new version of UPI payment system with enhanced and secured features
❖ Currently it is available for Android users only.
❖ One-time mandate facility
❖ Linking of overdraft facility
❖ Invoice in inbox
❖ Signed intent and QR
❖ Both Android (4.1) & iOS (8) version
❖ SB, CA, OD with MOP  Self”, E/S, A/S (except NRE/NRO & Sukanya Samridhi Account)
❖ Login PIN & Transaction PIN Valid for 180 days at a time only single Customer Id accounts can be
linked to send or receive money.
❖ For setting up of UPI PlN, customer has to follow existing process of using debit card (Last 6 digits
& Expiry Date) & authenticate the same through OTP.
❖ Debit Card is mandatory for linking of Account and transacting through the App.
❖ Pay to Contact & Send to Self Options

 Refer BCC/BR/116/236 Dt 3/4/2024 Launch of new features in Bank's UPI

application BOB World UPI

1) UPI Lite
2) Rupay Credit Card Link and Pay
3) UPI Mapper/ UPI Number

3.8 Some security tips

a) Mobile number can be fed in your account by the base branch only.
b) Download BHIM Baroda Pay UPI application from valid platforms i.e. Google Play store, IOS
app store etc. Don’t download the application from any third party sites / links.
c) Keep pattern lock/PIN lock/ finger print lock in your mobile for added security.
d) SMS is being sent on your registered mobile number for application registration and financial
transaction.
e) Keep Login PIN and UPI PIN strong and refrain from keeping regular patterns which can be
easily guessed like 1111/2222/1234/ Birth year, mobile number/telephone number
f) Be aware of Phishing & vising attacks. Do not enter your personal data like account number,
ATM PIN, UPI PIN, Debit card credentials, OTP on unknown links or google forms.
g) Do not accept / authorize collect request from unknown person as this will result in debit of
account.
h) Always remember UPI PIN is an authorization to debit your account. UPI PIN should never be
used to authorize a request to receive money from someone.
i) Do not install any third party apps / software on your mobile device that gives remote access
of your phone. Avoid installing software’s like TeamViewer, Quick Support and Any Desk on
the pretext of someone trying to guide you by taking remote access of your device.
j) New user (User who has Set/Reset UPI PIN) limit for 1st transaction is Rs.5000, this lowers
the risk exposure after PIN set / reset.
k) User can set up desired per transaction / day limit for each added account.

3.9 If a fraud occurs in UPI what steps to be initiated?

18
 a) On an event of fraud or unauthorised transaction, please immediately call the Contact Centre
on 1800-5700 and 1800-5000 to block the UPI channel for transactions. Also ask the Contact
Centre agent to block the debit card linked to your account.
b) You can also block UPI channel by sending SMS “BOBUPIBLK” to 8422009988
c) If you are using the BHIM Baroda Pay application, please login to the application and select
Debit Blocking option on the homepage. Click on proceed to block UPI transactions.
d) If you have a nearby branch, please proceed to the branch and request the staff to Debit Freeze
/ Block your account so that further transactions do not take place.
e) Please visit cyber cell of your city and register FIR for the fraudulent transactions immediately.
f) Submit an application and the FIR copy to [email protected] through your base
branch. In case you are unable to visit the branch, please mark a copy to the branch in the mail
and send the mail directly to the above mentioned mail ID.
g) Please note any unauthorised transaction will only happen on the account of sharing of
credentials. Please refrain from sharing any credentials to anyone. Bank / its employees /
Contact Centre agents will never ask for ATM PIN, UPI PIN, CVV or OTP.
h) Post FIR submission, our fraud risk team will take up with the Bank where the funds are lying
and raise chargeback. This process is on a good faith basis and there is no guarantee that the
funds will be reversed to your account.

3.10 How BHIM Baroda Pay application is superior to other third party apps?

a) Our application contains high level security like scrambling keypad during login, registration
allowed only through device internet and not on Wi-Fi, Checks on SIM serial number and
registered mobile number, Blank screen in case of applications like Quick Support and Any
Desk installed on the device. Our application is compliant will all the NPCI/ other regulatory
guidelines/ advisories issued till date.
b) In case a customer has multiple customer ID’s linked to a single mobile number, BHIM Baroda
Pay application allows the customer to register by selecting accounts under anyone customer
Id. Other third party applications will not allow for registration, where customer has multiple
customer ID’s linked to a single mobile number.
c) The application has option of repeat transaction which is not available in many peer
applications.
d) The application is the 2nd only PSU Bank UPI application to offer BBPS services integrated with
UPI. The first being SBI.
e) The application has option of setting transaction limit (per transaction & per day) which is not
available in many peer applications.
f) The application has facility of debit blocking which is not available in many peer applications.
This facility restricts any further UPI transactions.
g) The facility of I am Merchant offered by BHIM Baroda Pay UPI is available in very less peer
applications with newly added features like creation of agents and bulk collect features, which
are not available in many peer applications.

Insurance Coverage for Unauthorised Electronic/ Fraudulent Digital Transactions: Insurance coverage for Digital
Transactions In order to safeguard our customer's interest against fraudulent transactions and siphoning of money
from their accounts using Bank of Baroda Digital Payments/Product and transactions, Bank has obtained Insurance
package policy from M/s National Insurance Company Limited. The Policy (Policy No. 251100592310000167) is
effective from 5th September 2023, 00:00:01 hrs. and valid up to 4th September 2024, 23:59:59 hrs.

19
The Insurance policy covers:

 UPI
 bob World
 bob World Internet
 bob World Prepaid
 bob World Wave BHIM Aadhar Baroda Pay
 Baroda FASTag (NETC)
 WhatsApp Banking
 E-Wallets, Payment Gateways
 Any other digital mode (Except Debit Card)

Intimation of claim:
The customer initially lodges a complaint at the Banks contact centre / Online/ Branch or through any other mode
authorized by Bank. When customer visits the branch or calls the contact centre complaining that fraudulent
transaction has happened in his/her account, below steps needs to be followed:
(a) The Branch /Contact Centre is required to block the respective channel for debit transactions and lodge the
complaint in SIEBEL/Complaint Portal under 'SUSPECTED FRAUD CATEGORY' immediately. In case of any technical
issue on blocking of the respective digital channel, Branch/Contact Centre is required to debit freeze the account
till the channel is blocked. Please note that complaint lodged in Siebel CRM portal will be considered for tracking of
complaint.
(b) Further branch is also required to get the complete details from the Customer on how the fraud has happened
and the Modus Operandi of these unauthorized transactions.
(c) Branches are required to advise the customer to lodge an FIR/Cyber Cell for the necessary action. Customer
Protection Policy - Limiting Liability of Customers in case of unauthorized Electronic Banking transactions needs to
be strictly adhered to.

Standard Operating Procedure (SOP) for Branches/Regions/Zones:

Customers can approach any Branch for lodgement of complaint. However, for submission of Insurance Claim
documents, Customer need to visit his/her base branch. Branches are requested to take the complaint for onward
submission to respective Channel. Lodgement of claim /Claim documentation The Insurance Policy do not cover risk
for fraudulent digital transaction if liability is found on customer.

However, on receipt of detailed analysis report from respective channel / product team, wherein liability is
ascertained on the part of Bank or Third party, the following set of documents are required to be submitted by
Branches to the respective Digital product/channel team:

• Predefined Claim form duly filled by Branch ( Annexure I )

• Proforma Undertaking (Annexure II)

• Copy of Physical FIR/ Complaint to Cyber cell (Not mandatory for claims below Rs. 1 Lakh)

• Customer Bank Statement / Prepaid Card transaction Statement

• Account I Card Hot-listing confirmation Certificate

20
• Chargeback Report (for IMPS and UPI digital channel only)

• Passport Copy (For International Transaction Dispute only)

• Copy of Customer Complaint through Letter I Email / IVR / CRM portal

• Confirmation from Bank "Non-involvement of Bank employee" (Declaration on branch letter head)

For any queries related to insurance claims, please contact insurance team at Email id:
[email protected], Contact no.: 0265-2316226 I 6152.

OTHER CONDITlONS:

1) Hot- listing /Freezing of Accounts/ Blocking USER ID/ Mobile number should be done immediately by Bank
post intimation of loss by Customer.
2) Copy of FIR to Cyber Cell is to be mandatorily submitted for the claim Rs.1,00,000/- and above.
3) Special consideration in delay for loss intimation from the Nation serving officers will be considered.
4) Letter for the loss issued by the authentic department of the Nation serving officers will be considered as a
loss report/ letter
5) Special consideration in delay for loss intimation from NRI customer of the Bank. Complaint for the loss
submitted by NRI customer will be considered for claim intimation
6) Branches are requested to submit the claim documents immediately on receipt of the relevant documents
by the customer for Insurance claim.

Digital Tips on BHIM Baroda Pay UPI:

1. You can do Mobile/DTH recharge and Utility Bill Payments through your BHIM Baroda Pay
UPI Application.

 Login to BHIM Baroda Pay UPI application (Android users).

 On the home screen, select the desired category under Recharge & Bill Pay -> Mobile Prepaid |
DTH | Electricity, etc……
 Enter your mobile number or subscriber ID or consumer number / desired detail as per
category selected.
 Enter the desired amount or in some categories of biller’s, bill amount will be fetched.
 Select your desired VPA and account number to be debited.
 Enter UPI PIN on the secured page and confirm for the transaction to get completed.
 Transaction confirmation as bill receipt is generated for your convenience to acknowledge
successful payment.

2. You can make payments at different grocery stores / essential outlets without carrying
cash where payment through UPI option is provided or QR Code is displayed.

 At the payment outlet, UPI QR code would be displayed on a standee or pasted. Please check
UPI logo is displayed.
 Open / Login to your BHIM Baroda Pay UPI application.
 Select option Scan QR on the home screen.
 Scan the QR code, VPA of the merchant/outlet owner and name will be displayed on the screen.
 Enter the desired amount, select your VPA and account number to be debited.
21
  Enter UPI PIN on the secured page and confirm for the transaction to get completed.
 Payment is made successfully to the Merchant.
 Transaction confirmation as successful payment is generated for your convenience to
acknowledge successful payment

3. You can make payments at any online site where payment option as UPI is provided.

 Checkout from the online site after completing your order.

 At the payment page, apart from other payment option namely Debit / Credit Card, Netbanking,
etc., UPI also would be mentioned as a payment option.
 Select UPI option on the payment page, enter your VPA / UPI ID (for example:
test1234@barodampay) and click on submit.
 A timer for payment confirmation will start on the online sites’ payment page.
 You will receive SMS and app notification on BHIM Baroda Pay UPI mentioning the verified
merchants name and amount for collect request approval. For example: IRCTC UTS has
requested money from you on your BHIM Baroda Pay app. On approving the request,
Rs.2500.00 will be debited from your account.
 Open / Login to your BHIM Baroda Pay UPI application.
 In the notification bell icon, the request can be seen.
 Confirm the VPA of the merchant/outlet owner, merchant name and amount.
 Select account number to be debited.
 Enter UPI PIN on the secured page and confirm for the transaction to get completed.
 Payment is made successfully to the Merchant.
 Transaction confirmation as successful payment is generated for your convenience to
acknowledge successful payment.
 Transaction confirmation as successful payment received is also generated on merchant
website to acknowledge successful payment and fulfilment of order.

4. You can block UPI payment mode in case of unauthorised transactions due to credentials
being shared/ compromised.

 Open / Login to your BHIM Baroda Pay UPI application.

 Select "Debit Block" option from the home screen or side menu.
 On clicking you will receive a prompt informing the blocking process.
 Click on Proceed and all Bank of Baroda accounts will be blocked for UPI transactions through
any UPI application.
 If you are unable to login to the application, call our Contact Centre for blocking of UPI services
1800 5700/ 1800 5000

5. You can link / add accounts of different banks in BHIM Baroda Pay UPI

 Download and install BHIM Baroda Pay UPI application from Google Play Sore (Android users)
/ IOS app store (IOS users)
 Complete the registration process of UPI, by verifying your registered mobile number and
create your profile.
 Select your Bank where accounts attached to your registered mobile number exist.
 After selecting desired Bank, all the eligible accounts for UPI will be displayed. You can select
desired account and proceed to complete successful registration.
22
  You can also add more accounts for your usage post registration.
 Go to the home screen and click on the "+" (plus) Icon under Bank accounts.
 Select the desired Bank and click on fetch accounts.
 You will be displayed all the eligible accounts. Select the desired account and proceed.
 After confirmation the newly added account will be displayed on the home screen.

6. Setting / Generating of UPI PIN (in case of new UPI customer)

 Post registration, you have to generate UPI PIN to be used for transaction.
 In the home screen under added accounts, UPI PIN status will be displayed ( Set / Not Set)
 Click on the three dots icon under desired account.
 You will find the option of Set UPI PIN.
 Select the option. On the next screen-> Enter last 6 digits of your debit card issued in the same
account.
 Enter the card expiry and proceed.
 An OTP will be received on your registered mobile number. The same will be auto read. In case
of devices where auto read facility is by default disabled, you have to key in the OTP.
 Now enter the UPI PIN which you desire to create and reconfirm the same.
 UPI PIN is successfully set.
 Now you are ready to do UPI transactions…….

7. You can accept Collect Request from friends or do merchant payments

 You can receive collect request from a person requesting money from you or when you are
making payment to an e-commerce merchant.
 While making merchant payments, you have to enter your VPA where you will receive collect
request (For example: test123@barodampay)
 Open / Login to BHIM Baroda Pay UPI application.
 You will find a notification icon on the top. Please click on the notification icon.
 You will be able to see the collect requests received.
 If the merchant is verified and has an invoice facility, you will be shown an option to view the
invoice.
 Merchant's status of verified/ unverified will be displayed for your convenience.
 Please verify all details like Merchant Name and Amount to be debited and click on proceed.
 Enter your UPI and confirm.
 Now the transaction is successful.

8. You can create one-time mandate in BHIM Baroda Pay UPI.

 Open / Login to your BHIM Baroda Pay UPI application.

 Select the option of Mandates from the homepage.
 Click on Create Mandate under Mandates.
 Enter the desired VPA for whom you want to create a mandate i.e. the beneficiary VPA
 Enter the amount and select the expiry date till when the Mandate will be valid. The beneficiary
will be able to execute the mandate anytime within the given dates. You can also select option
of "Share with Payee" where Payee will receive notification immediately.
 Click on proceed.

23
  Now mandate is successfully created. A lien of the entered amount will be marked in your
account till the expiry date. You can share the Mandate QR Code generated through any third
party application with the Payee.
 The Payee has the option of executing the mandate under the same option under "Pending
Request"
 The Payee also has the option of using the Mandate QR Code and scanning the code under
Mandates option. The execution can also be processed through this option.
 After execution by Payee, the amount will be debited from your / remitter account and will be
transferred to beneficiary.
 In case the Payee doesn't execute the mandate within given time, the mandate will be expired.
The lien amount will be released on the next day of expiry.

9. Enabling UPI International transactions

 List of countries where Bank of Baroda is active as Issuer/ Sponsor

Live As Issuer Bank Live as Sponsor/ Settlement Bank

Nepal Mauritius

Bhutan

UAE

Singapore

Mauritius

 International UPI transaction Limits

 Per transaction limit for P2M via QR code- 10,000

 Per day limit for P2M via QR code- 25000

UPI Merchant Portfolio

Merchants can use UPI channel for receiving / collection of payment from their customers. Customer can
pay to the merchant either by sending money to merchant’s UPI ID or by scanning the QR code displayed
at merchant location/ website.

1. Merchant on-boarding and Documentation

In UPI, Bank can earn fee based income from retailers/corporates by on-boarding them as merchants on
the UPI platform. Each merchant after the on-boarding process is allotted a UPI ID and QR code. Merchant
will stick / display the UPI ID or QR code at the payment counter/website. Retail customer / Corporate
agent intending to make payment to the merchant for buying a service or good will scan the QR code /
enter the UPI ID at the payment counter with any UPI payment supported mobile / web application
installed on his/her mobile device. The name of the merchant will be displayed in the application after
24
 scanning the QR and customer will confirm the merchant name and amount and complete the transaction
with his/her UPI PIN. Merchant will get an instant confirmation of receipt of payment and will deliver the
good / service to the customer.

Bank’s UPI platform is having capability to provide customized UPI based payment solution to merchants.
Bank’s UPI platform supports low integration and transaction cost to merchant to enable UPI as a payment
mode for transaction in addition to debit card, credit card, wallet and net banking to accept the payment
from the customer in convenient, easy and hassle free manner.

Providing UPI based payment solution to merchant is also beneficial to Branches as it helps branches to
canvass the CASA deposit and earn fee based income.

Bank provides following type of solutions to merchants based on their requirement -

 Web based merchant payment solution

 Mobile based application solution
 Offline Payment where merchant is not having online infrastructure such as website / mobile app to
receive payment
 Retail merchant through QR code
 Bulk Collect / QR code based solution

2. MDR collection from Retail merchants

Currently the MDR is NIL w.e.f.1st January 2020 on account of the Gazette 749 dated 30th December 2019.

Process of on-boarding of merchant for UPI based payment solution –

Retail Merchants –

Eligibility:

1. All Current accounts holders are eligible. Sole proprietorship CA accounts are desired merchants.
2. SB account holders having small business and not maintaining CAA are also eligible merchants.

Process:

1. Branches / CSO team obtain duly filled and signed One Page Application Form from the prospective
merchants. Branches send the form to ECM/RDM at Regional Office (RO), RO after verification of
application compile the applications received from all the branches and send to email id –
[email protected] .

2. Based on the details shared by RO, merchant is on boarded in the UPI portal. QR code of merchants is sent
to the respective branch / ZDM via email.

3. All the QR codes has to be scanned and a test credit transaction to be done and cross verified with Merchant
Account in Finacle at RO level before handing over to branch for subsequently handing over to merchant.
Any discrepancy in this process has to be reported to UPI department on immediate basis before sending
the QR codes to branch.

25
 4. Zone/Regions/Branches are requested to encourage transactions through generated QR code.

Corporate Merchants (Requiring facility of Merchant portal / major customizations / Technical

integration)

Merchants having good business relationship with Branch, maintaining substantial deposits with the branch
and requiring facility of Merchant portal / major customizations / Technical integration are classified as
corporate merchants.

1. Branch Official / RDM / ZDM forward the lead by taking detail from the prospective merchant and forward
to UPI department on email id – [email protected] / [email protected].
2. After receiving the requirement from the Branch / Region / Zone, feasibility for merchant onboarding and
integration will be checked with timeline for development / delivery and integration cost.
3. Commercials will be decided on the basis of costing involved and merchant’s banking relationship with
Bank and proposal will be sent to merchant.

Standard commercials for corporate merchants:

TABLE - B

Sl. Description of Fee Charges exclusive of GST Purpose

1 Initial setup / Integration In standard API based or QR code To cover the cost incurred by
cost integration Minimum Rs.25,000/- + Bank for integration /
G.S.T. customization.

However, in case of any customization /

new requirement, this cost will be
charged based on the integration cost
paid by Bank to vendor.

2 Annual maintenance/ Minimum Rs.5,000/- + G.S.T.

support fee To cover the cost incurred by
Bank for providing support to
merchant.
3 Security deposit Minimum Rs.1,00,000/- Security deposit to cover
normal chargeback

4 Merchant Discount Rate NIL

(MDR)

Note - Fee / Deposit will be decided based on Merchant business category, periodicity of business, integration
costing, amount per transaction, turnover and previous relationship with our Bank. The above charges are as
per the Digital Payment Corner Circular released on 23rd January 2020, vide circular no.HO:BR:112:35.
26
Documents required for Corporate merchants:
Branch Official / RDM / ZDM are required to send the scanned and original copy of following documents –

1. Corporate Merchant Application Form duly filled and signed by merchant.

2. Copy of Board Resolution / Trust deed / Govt. order / Partnership deed etc. duly signed by all
Directors/Trustees/ Authorized Signatories (on letterhead of merchant)
3. Merchant Agreement – duly signed and stamped by Merchant and Bank representative from
Branch/Region. For stamped merchant agreement - print the agreement document (on stamp paper
of Rs.800/-) (Merchant agreement has to be signed between the merchant and Branch), arrange
signature of Authorized signatories in the presence of two witnesses.
4. Authority to collect Online Payment (On letterhead of merchant)
5. Authority to debit applicable MDR (On letterhead of merchant)
6. Information (in retail merchant application form) for generation of QR code.
7. Merchant’s letter for commercial acceptance on merchants letterhead addressed to Bank
8. Settlement account declaration letter (On merchant’s letterhead and duly counter signed by BOB
Branch).
9. In case of waiver of fee, recommendation letter from Zonal Office in favour of the merchant with cost
benefit analysis and recovery of the charges as mentioned in TABLE – B from the recommending
branch.
10. In case of waiver of deposits / MDR asked by merchant, Zonal recommendation letter with sign of
competent authority (Zonal Head/Deputy Zonal Head) in favour of Merchant consisting justifiable Cost
Benefit Analysis on Bank’s letterhead in the name of Head, Digital banking has to be sent by Zonal
Head.
11. KYC documents like :-
a. Proof of Business (Acceptable Proofs: Certified copy of memorandum and articles of association,
Certificate of Incorporation, Certificate of commencement of business, Partnership deed, Trust
deed/Bye-laws, Registration certificate from registrar of firms/societies, as the case may be)
b. Proof of Merchant Location (Acceptable Proofs: Telephone bill / Bank account statement, Letter
from any recognized public authority / Electricity bill)
c. Business KYC: - PAN Card, TAN and DIN etc.
d. KYC documents of Trustee / Proprietor / Partner / Director / Member of Society i.e. PAN / Govt.
Id / any other document etc.
e. Visit Report (after physical verification of Merchant’s establishment, line of activity etc.)

Approval Structure:

 Based on the Cost benefit analysis and Zonal recommendation, UPI department places the request to our
Executive Director through General Manager, Head – Digital Banking for approval of same. After obtaining
necessary approvals for onboarding and waiver we proceed for on boarding of merchant onto UPI portal.
 Zone/Regions are requested to co-operate with necessary documents/information for justification
required by each level.
Post sanction processing:

1. Zone is requested to scan all the original document and email to [email protected] and
send the original physical copies of Merchant Agreement along with above mentioned document via Blue
Dart/Reputed Courier Service at the address below:
The Chief Manager
27
 Unified Payment Interface (UPI)
Digital Banking, 1st Floor
Baroda Bhavan, Bank of Baroda
R C Dutt Road, Vadodara – 390007
Gujarat
Phone: 0265 – 231 6251 / 6145
2. After receipt of the original documents, QR codes with User ID and Password of MIS Portal will be shared
with ZO/RO via mail for handing over to merchant.
3. In case of customization, requirements will be given to IT team for development.
4. UPI Team will guide the merchant in case of issues pertaining to transactions and downloading reports
from Merchant portal.
5. Merchants to be encouraged transactions after installation of QR codes at payment counters/website.
The UPI QR code welcome kit consists of:
1. QR code standee with affixed QR code
2. QR code sticker
3. Push / Pull Bank of Baroda branded sticker
4. Branded Product leaflet
5. Terms & Conditions leaflet
6. Designer QR code box
The kit comes at a cost of Rs.100+GST i.e.Rs.118/-. Customers intending to pay the welcome kit charges need
to place the request at the Branch. Branch to debit the customer account through GSTTM menu and collect the
charges in PL Head – 42101117 (). For more details refer circular HO:BR:112:349 dated 24-08-2020.

E-RUPI
e-RUPI, a new digital payment mode under UPI is launched by Hon’ble Prime Minister on 02nd August 2021. e-
RUPI is a one-time redeemable payment voucher in form of QR Code or an SMS string which will be delivered
to the beneficiary’s mobile phones and can be redeemed at specific accepting centers without any credit or
debit card, mobile app or internet banking, with a cap of Rs.10,000/- per voucher which could be
used/redeemed only once. To facilitate digital delivery of various government schemes to the beneficiaries, the
RBI has increased the cap on amount for e-RUPI vouchers issued by Govt's to Rs100000/- per voucher and
allow use of the e-RUPI voucher multiple times.

e-RUPI is basically a prepaid voucher which can be issued by Banks (issuing entities) on behalf of Sponsor (any
Corporate or Government agency) to a beneficiary (any citizen) which will be delivered in form of a QR Code
or SMS string strictly in digital mode. The beneficiary will be able to redeem the prepaid voucher at designated
location with voucher acceptance infrastructure. Bank of Baroda is one of the leading Banks, van guarding this
project on the issuing and accepting sides alike. Our Bank is fully supporting the e-RUPI payment mode with
issuing and redeeming of vouchers.

Use Case
Present use case for this e-RUPI payment mode is in form of Prepaid Vouchers issued for COVID19 vaccination
purpose. Any Corporate will approach the Bank to create e-vouchers for their beneficiaries which will be
delivered to them digitally. Beneficiary will visit designated hospital where the acquired hospital will be
provided with a mobile application equipped to scan and read the e-voucher. A verification code will be
received on the beneficiary’s registered mobile number which the beneficiary will share with hospital user.

28
Once the code is verified, the credit will received in the hospital’s account and the vaccination services shall be
provided to the beneficiary.

With e-RUPI the unbanked section of the society will get access to welfare and financial support without any
hassle. e-RUPI has an extensive scope ranging from mother and child welfare schemes, TB eradication program,
drugs & diagnostics, fertilizer subsidies and many more. Corporates are provided with a facility by our Bank
for creating vouchers at their end and sharing to their respective beneficiaries in digital format without any
physical interface.

– DA PAY

Chapter 5

Baroda e-Gateway

2 Baroda e Gateway

Power your business online with our Secure Payment Gateway

2.1 Product profile

Our bank has obtained state of the art technology to maintain an efficient Payment Gateway infrastructure
viz. “Baroda e Gateway”. Customized setup will be installed at the merchant’s site which will enable the
merchant to collect payments for all e-commerce transactions made through their website.
Internet Payment Gateway (IPG) is a payment and settlement infrastructure which a merchant uses to
collect payment from their customer for online sale of products or services. IPG shields the business unit
from complex technical infrastructure required for e-commerce business. It provides necessary access to
payment system including Interchange agencies like Master/Visa/Rupay, card issuing bank, aggregators,
settlement bank etc.
Internet Payment Gateway is essential for retailers, who have an online presence and are interested in
selling their products over internet. IPG is safe & ensures encryption of sensitive card information during
secured transmission between customer, merchant and payment processors.

29
2.2 Security Features
❖ Utilizes strong industry standard 128 bit SSL encryption
❖ 3-D Secure: Additional password compliant with Visa and MasterCard protocol specifications and
Reserve Bank of India guidelines (reduces chances of fraud to almost negligible)
❖ The data transmission is encrypted and storage is under strict data centre environment.
❖ Merchant connects to payment gateway in a secure manner via plugin.
❖ IPG’s setup is audited by Price Waterhouse Cooper (PWC) and additionally, Control Case has
carried out security audit of the gateway. The setup is compatible for integration with any
Government Site and National Informatics Centre for its adherence to high system security
requirements.
❖ Baroda e-Gateway infrastructure is hosted from a Tier-3 data centre which is providing support to
our elite banking customers across the globe.

❖ Bank is having in-house dedicated team for technical integration and operational support.

2.3 Benefits of Internet Payment Gateway

❖ Owned infrastructure of hardware, software and dedicated support system for Baroda e-Gateway.
Hosted from Bank’s tier-3 data centre.
❖ Best available technology and time bound support in integration and operations at competitive
rates.
❖ Dedicated operations team to provide assistance in configuration, day-to-day processing, and
settlement along with associated reconciliation.
❖ Merchants get credit as early as next working day for INR, though Bank receives settlement
subsequently after 1-2 days and in case of international transactions e pat by T+3 working days. All
the international transactions are credited in INR only.
❖ IPG can accept payments in over 10 major currencies but settlement will be made in INR only.
❖ Merchant is shielded from installing and maintaining complex technology and interacting with
various agencies.
❖ It facilitates to receive payment online from debit/credit card (Visa, Master, and Rupay) & net
banking (through aggregator).
❖ Payment is received in stipulated timeframe even though Bank receives the amount subsequently.
❖ Merchant can themselves view/print transactions carried out from their website using merchant
self-service portal.
❖ Simple interface with Bank’s system. Dedicated support is provided to configure and test the setup.
❖ Cardholder is assured of the safety of their card details/usage. In addition, they get convenience of
purchasing goods/services from the comfort of their home/office.
❖ Round the clock hassle free service.

Chargeback & Refund procedure:

Refund procedure:

30
Bank provides control panel login id to merchant for downloading MIS & may refund transaction amount partially
or fully.

Dispute Management (Chargeback):

Dispute/Chargeback begin when a cardholder reports a problem to the card issuer for many reasons, primary
among which are customer disputes, duplicate payments, processing errors, authorization issues, fraud and non-
fulfillment of copy requests. Chargeback results in debit of merchant’s account for which acquirer bank (BOB) ask
supporting documents from merchant & after successful re-presentment get back the disputed amount.

Reconciliation and Settlement:

 Merchant will be settled for domestic card transactions by BOB on T+1 (working days) for IPG and in T+2
(working day) for Paypoint where T is the transaction date. For international cards T+3 (working days).

 Bank’s aggregator will settle the net-banking funds to merchant on T+2 (Working days) for IPG and T+3
(Working days) for Paypoint where T is the transaction date.

 Merchant is provided an access to aggregator’s web-portal for monitoring and downloading transactions
and settlement report

 Queries related to transaction processing will be managed by IPG team.

 Any refund/ reversal which are initiated by the merchant are credited back into customer account via
Online or Offline mode of refund as applicable. Amount is credited into customer’s account within 3 to 5
working days.

2.4 Target Customers

❖ Merchants who have their website and are in the business of selling products/services through
Internet.
❖ Customers who are interested in expanding their existing business using Internet technology.
❖ Educational institution – for collection of tuition fees, online collection of forms fees etc.
❖ Government Departments like state electricity board, Telecom departments, RTO Department and
other utility payments can also be done online.
❖ Insurance Sector Could also be targeted as a prospected customer.
❖ For merchants other than government and educational institute a minimum of six months
satisfactory banking relationship and minimum one year satisfactory business experience in the line
of activity for which payment gateway facility is applied.
❖ For merchants in IT, travel and tourism industry only after zonal recommendation on-boarding
process is initiated.

2.5 Opportunities
❖ Fast and emerging market in India, so branches should generate maximum leads.
❖ Few numbers of entrants in the payment gateway sector.

31
 ❖ Flexible price structure that can be improved on the basis of transaction volume and business
association.
❖ Ability to move into new market segments that offer better profits.

Documentation requirements from Merchant:

1. Merchant open Current Accounts for settlement of collected payment in Bank of Baroda as per business
requirement

2. Merchant Enrollment Form with KYC of authorized signatories (Pan card and address proof)

3. Nodal Letter containing detail of merchant’s bank account with BOB.

4. Board Resolution

5. Acceptance of Bank charges on MERCHANT letter head

6. Stamped merchant agreement duly signed by authorized signatories

Following will be the process of enrolment of Govt. merchant on Baroda Internet Payment
Gateway:-

A. Merchant information in basic data sheet should be sent first.

B. IPG team will provide the commercials for Merchant’s acceptance. And for paypoint on request of merchant a
live demo will be arranged.

C. IPG/Paypoint Application (sample application is provided for reference)

(For Merchant Enrolment in IPG / Paypoint, the required set of documents may be found using the following links.

Please note that the documents are periodically updated and we request you to download the latest versions from
these links.

5.6 Baroda Pay Point

❖ Baroda Pay Point is a web / mobile based collection portal for all the payment and administrative
activities of educational institute such as school, college and universities who do not have their own
websites or developer.
Established for Minimum -1- year as Educational Institute. Must be affiliated to respective board or
University
❖ Baroda Pay Point Colony World is a web/mobile based application for collection of society charges
and other administrative charges of residential societies. Residential Societies who don't have their
own websites for collecting society charges from members.
❖ Baroda Pay Point Get-eKart is a Mobile/ Web store platform which enables the merchants to launch
their own e-commerce and mobile store platform. Retailer who want to take their business online
like small Kirana stores, departmental stores, fashion stores etc.
❖ 24x7 easy access through mobile App and web portal.

32
Credentials / features of Paypoint:

1. Paypoint is powered by Baroda e Gateway.

2. It is suitable for university, colleges, schools, educational institutions and housing societies.

3. Merchant doesn’t need to have a website, web developer, IT infrastructure or ERP solution for installation
and operating Paypoint.

4. It is cloud based solution which is accessible anytime anywhere

5. Split payment option is available in paypoint, =-merchant can publish any circular for internal notification in
paypoint portal.

6. Due fees, fee breakup, fee payment history, scholarship concession, penalty/late fee fine and receipts
available in Paypoint.

7. Dedicated Baroda e-Gateway Operations Team for individual Merchant support

8. Payments through Baroda e-Gateway with dedicated Baroda E Gateway team for individual merchant
support.

9. Apart from payment options available in Baroda E Gateway paypoint offers off line modules NEFT/RTGS and
cash payment (merchant to update in paypoint portal) to its merchants.

Chapter 6

BOB World

2.6 Introduction
In its digital transformation journey, the bank continuously endeavours to digitize services and processes
with a view to deliver ease of banking to its customers. The bank's Mobile Banking application is the fulcrum
of this digital adoption providing access of more than 220 + services on finger tips of the customer.
bob World is introduced as an umbrella sub-brand to include all digital products of the Bank. In line
with the branding exercise, nomenclature of Bank's mobile banking application m-Connect+ has been
renamed as bob World application. The application has been crafted with care for an intuitive a
seamless, delightful, contactless and effortless experience for the customers.

The bob World application has many new features and products for customers benefit and convenience, which
include:

33
  bob World Benefits Program: New to bank as well as existing customers of the bank (in a subsequent
phase) will be welcomed to the banks exclusive and enriching loyalty rewards program, called the bob
World Benefits Program. The rewards of this program can be redeemed towards online merchandise,
gift cards, etc. which can all be purchased from within the bob World application. The New to Bank
customers will also be welcomed with exclusive benefits upon reaching milestones of engagement with
the Bank.

● B3 digital account - New to bank customers can open a B3 (bob World Benefits Bonanza) digital savings
account instantly using remote Video KYC. The account opening process is completely digital with zero
physical touch points and is packed with exclusive benefits like OTT subscription, benefits on charges,
reward points and many more.

● bob World application is an all-In-one app to cater to the customer's requirements of banking and
beyond. A brand new User Interface and streamlines user experience has been created to provide a
refreshed look and feel of the application.

The application has been designed on the following 4 pillars, encompassing nearly 220 services:
• SAVE
• INVEST
• BORROW
• SHOP

Major Changes

34
-18- New Mode of operation have been added:

Sl no Mode of Operation View Rights Transaction Rights

1 Karta of HUF Allowed Allowed

2 Minor Natural Guardian operation by Allowed Allowed

guardian

3 Any One partner Allowed Allowed

4 Authorized Signatory Allowed Not Allowed

5 Managing Director Allowed Not Allowed

6 Both Jointly or Survivor Allowed Not Allowed

7 President & Secretary Jointly Allowed Not Allowed

8 All partners jointly Allowed Not Allowed

9 Any one trustee Allowed Not Allowed

10 Former & Survivor Allowed Not Allowed

11 Any one Director Allowed Not Allowed

12 All jointly or survivors or survivor Allowed Not Allowed

13 Any three jointly or survivors or survivor Allowed Not Allowed

14 Any two jointly or survivors or survivor Allowed Not Allowed

15 Any two Authorized signatories Allowed Not Allowed

16 Chairman Allowed Not Allowed

17 Any three Partners Allowed Not Allowed

18 Secretary Allowed Not Allowed

Addition of new account type for registration:

The below accounts have been made eligible for registration of mobile banking without operative account
(SB/CA/OD)

 Cash Credit Accounts

35
  Loan accounts

Addition of new mode of operations with only view rights:

Additional mode of operations listed below is now allowed for registration. Customers will have only view
rights for such accounts in mobile banking, note that accounts will be registered/ fetched wherever mode
of operation and relation type combination matches.

Services allowed under view Rights:

 My Account
 Mini statement
 View Details
 Passbook
 Cheque status enquiry
 Account Statement
 TDS Report
 Interest Certificate

Addition of new mode of operations for both view & transaction rights:

36
Karta of HUF:

For account with Karta of HUF mode of operation, mobile banking registration is allowed only if customer id
linked in account with Relation type as Authorized signatory and Relation code as Karta. The same account
will also be fetched in mobile banking if Karta of the account is already registered using different eligible
account.

Minor Natural Guardian operation by guardian:

For account with Minor Natural Guardian operation by guardian mode of operation, mobile
banking registration is allowed only if customer id linked in account with Relation type as 3oint
holder. The same account will also be *etched in mobile banking if customer id of natural
guardian of the account is already registered using different eligible account.

Any One Partner:

For accounts with Any One Partner mode of operation, mobile banking registration is allowed
only if customer id linked in account with Relation type as Authorized signatory. Customer
id already registered for mobile banking will have only view rights if register from other
eligible accounts.

Branches require to grant transaction rights, on demand of customers through Finacle after
receiving physical application form duly signed by all partners.

Branch to invoke Link/delink of Joint Accounts” option under HDCR menu to allow/deny
transaction rights for the customer id linked in account with Relation type is Authorized
Signatory.
To provide transaction rights branch has to use the function “Lin k/delink of Joint Accounts” in Mobile
banking operation of HDCR me nu in FINACLE to allow/deny transaction rights for Any One Partner
mode of operative accounts.

The existing validation which mandates user to first link the account with mode of operation Any one
or Survivors or Survivor using Link/delink option before registering for Mobile banking will be removed
and same will be applicable to mode of operation Any One Partner. The account with mode of operation
Any one or Survivors or Survivor will be fetched in mobile banking if customer id having relationship
type as Main and joint holder is already registered using different eligible account.
Fresh physical application in new format (Annexure) form with authorization of all joint holders has to be
collected by branch only when transaction rights is required in account having Any One Partner /Anyone of
survivor mode of operation.
Link/delink function will now be allowed for following account type and scheme code if account is having Any
One Partner /Anyone of survivor mode of operation:
a. Saving Bank Accounts — All scheme codes
b. Current Account — All scheme codes
c. Overdraft Account”— OD002, OD003, OD004, OD005, OD006, OD016, OD017, OD023, OD026,
37
 OD028

Addition of new checks on Relation type and Relation Code:

The eligibility for registration/activation and fetching of accounts will also have checks on Relation type
and relation code if having eligible mode of operations in account. The customer id can be registered for mobile
only if customer id linked with account will eligible relation type and relation code in related party tab.

bob World (Mobile banking) map

Pre-Login Home Screen / Dashboard
 Scan QR  Accounts
 Quick view balance o Cards of SBA, CAA, ODA, CCA with
 More – available balance
o Explore – IFSC Search, Calculator, o View all accounts
Locator, Offers  Save –
o Loans – Personal Loan, Mudra Loan, o Cards of FD/RD with available balance
Home Loan, Car Loan, Two Wheeler o Deposit calculator
Loan, MSME Loan, Education Loan, o Demat
Export Credit, Gold Loan, o NPS account
Agriculture Loan, Shishu Mudra o Interest Rate
o Insurance – Life, Health, Motor, o View Receipt
Travel o Open FD/RD & Close FD/RD
 Invest –
o Others – Bob Credit Card, , Locker,
o Cards of PPF and SSA with available
Mutual funds, Baroda Kisan, Pensioner
balance
Life certificate, Self-account block, Debit
o Baroda Wealth
card e-mandate
o Apply for PMJJBY / PMSBY / APY
 Cash on Mobile
o Open PPF
 Baroda FASTag recharge
o Add and view SSA
 Transfer  Borrow –
 Need help? o Cards of loan accounts
 Bus booking o EMI calculator
 Hotel booking o Credit Score
o Interest Certificate
 Flight booking o Micro personal Loan
 Preapproved loan

38
 o Apply for LABOD/ODBOD
 Profile  Shop & pay –
o KYC details o Recharge (Mobile, DTH, FASTag)
o Contact details o Bill Pay (BBPS, credit card bill payment)
o Change Login Pin o Travel (Hotel, Bus, Flight booking)
o Change Transaction PIN o Explore
o Alerts & Notifications  What’s Trending
o App settings o Compare & Shop
o Need help?
o Credit Score
o Invite & Earn
o bob World benefits
o Hotel booking
o Bus booking
o Flight booking
 My bob – Most frequently used features
o Transfer
o Passbook
o Digital Loan
o Request Services
o DTH recharge
o Mobile recharge

39
  Bill Payments
o
Mobile Recharge
o
DTH recharge
o
Quick Bill payment
o
Registered Bill payment
o
Credit card – BOB card payment
 Transaction History
Home Screen Bottom Panel
 UPI
 Cards
 More
 Quick Actions
o Debit card block/hotlist
o Stop Cheque
o Transaction History
o Generate MMID
 Explore
o My account
o My Favorites
o Passbook
o Request Services
o Fund Transfer
o Recharge & Bill Pay
o Cash on Mobile
o Baroda FASTag
o Fixed/Recurring Deposit
o Investment
o Insurance
o Digital Loan
o Compare & Shop
o Invite & Earn
 Apply for
o Mudra Loan
o MSME Loan
o Home Loan
o Car Loan
o Personal Loan
o Demat
o Locker
o Mutual Funds
o Life Insurance
o Motor Insurance
o Health Insurance
o Travel insurance
o Property Insurance
o NPS account
o Pensioner Life certificate
o BOB Credit card
o Gold Loan
o Agriculture Loan & KVP account
40
 o SCS account
 Miscellaneous
o Contribute to NPS
o Pay Direct taxes
o Tonetag
o Offers

ACCOUNTS – In this section customer can view cards with scheme type, account number and available balance of
Savings, Current, Overdraft, and Cash Credit accounts.

SAVE – This section is designed to cater to all the Savings requirements of the customer.
Under this section customer can find the listing of all his deposit accounts
a) View cards of all deposits with available balance.
b) Open Fixed Deposit
c) Open Recurring Deposit
d) Deposit Calculator
e) Interest rates – Latest applicable interest rates are displayed in this section.
f) View Receipt – Receipt of deposits opened in mobile banking can be viewed here
g) Close FD/RD – Customer can close online deposits opened in his name.

INVEST – This section shall cater to the Investment requirement of the customer. Under this section customers can
access -
a) View cards of PPF and SSA accounts with available balance
b) Access Baroda Wealth portfolio
c) Apply for
PMJJBY
 PMSBY
 APY
d) Open a Public Provident Fund (PPF) account
e) Add a Sukanya Samriddhi Account (SSA) to view balance and transfer funds.

BORROW – This section caters to all borrowing needs of customers. Under this section customers can
a) View loan account details and obtain mini statement of the account (last 10 transactions)
b) Calculate EMI with EMI calculator
c) Credit Score – Customers can now view their Credit Score provided by M/s Equifax Credit Information
Services Private Limited. The first credit score is absolutely free of cost. Second score pull onwards
customers shall be charged Rs. 20 + GST.
d) Interest Certificate – Customer can avail interest certificate of their accounts from this section.
e) Avail micro personal loan
f) Apply for LABOD/ODBOD
Shop and Pay – This section caters to customer’s requirement to shop, travel, and pay bills.

a) Recharge – Customers can avail mobile recharge, DTH recharge, and Baroda FASTag recharge.
b) Bill pay – BBPS bill payment and BOB Credit card bill payment can be availed here.
c) Travel – They can book hotel, bus and flight with attractive prices.
d) Explore – This section has attractive innovative products that will position the application as an all-in-one
app. In this section customer can choose from

41
 * Compare & Shop – This facility gives the customer to shop from various e-commerce platforms (like Amazon,
Flipkart, Tata Cliq, Big Basket, Myntra, etc.) by comparison. Customer can search for a particular product and
real time prices of the product on various e-commerce platforms will be displayed. Customer can choose the
lowest price and avoid downloading multiple apps and save time and effort. In addition customers will be
rewarded with exciting cashback through redemptions as they shop more through this platform. Bank will not
charge customer any fees for this service.
*bob World benefits – This is an exclusive loyalty and rewards program designed for “bob World” Mobile
banking application. Customers can earn loyalty points basis various triggers and transaction metrics and
campaigns run from time to time. These loyalty points can then be redeemed for exciting vouchers and
merchandise.
*ToneTag – This facility can be used for sound based payments.
*eVouchers - This section has exciting vouchers from top brands like Amazon, Flipkart, Myntra, Nike, Big
Bazaar and many more.

UPI-ATM is an Interoperable Cardless Cash Withdrawal (ICCW) service that facilitates participating bank’s customers
who are live on UPI, to withdraw cash from any participating banks’ ATMs (enabled for UPI-ATM) without using their card
Using QR CODE. BOB introduced ICCW in our ATMS Recently.

• BCC:BR:115: 122 dt 23/2/2023Inclusion of New Mode of Operation and Account Type in Mobile Banking
• Savings Account (age 15 & above)
• Baroda Champ Account (age 10 & above)
• Accounts type eligible for registration in mobile banking  Saving Account, Current Account, Overdraft Account
(OD002, OD003, OD004, OD005, OD006, OD016, OD017, 00023, OD026, OD028), Cash Credit Account and Loan
Account
• Accounts type have only view rights in mobile banking  Cash Credit Account, Loan Account and Term
deposit Account.
• Recently added mode of operation with both view and transaction rights in bob World • Minor Natural
Guardian operated by Guardian • Karta of HUF • Any One Partner.

 Launch of bob World Smart Invest Platform for existing bob World clients:
Bank offers Mutual Funds to its clients as part of its Wealth Management proposition in its capacity as a Mutual Fund
distributor basis its registration with Association of Mutual Funds in India (AMFI) vide ARN No - 35783. To replace
multiple digital platforms instituted in the Bank for execution of Mutual Funds like Baroda M-Invest, Baroda Wealth
Solution (BWS) and offer a single, unified, digital platform.

M/S Optimum Financial Solutions Pvt Ltd, a leading fintech company was selected to develop and launch a
comprehensive investment management platform for the Bank. Both Customer focused and staff centric platforms.

1) BOB World Smart Invest Client journey The standalone app will replace Baroda M-Invest Currently “bob World
Smart Invest” app is live for both Android as well as Apple devices and can be accessed by all Bank clients. Existing clients
using the bob World mobile application, will get digital KYC registration, digital onboarding, digital transaction as well as
ability to review investment portfolio held with the Bank, through bob World >> Invest >> Mutual Funds

2) Employee Assisted journey  A dedicated web platform and mobile app for staff members has been launched to
enable the frontline sales teams to digitally onboard customer for Mutual Funds, initiate customer mutual fund transaction,
review client portfolios, service customer as per the requirement and also access business reports and MIS.

 BCC/BR/116/229 dt 1/4/2024  Launch of BoB World Smart Insure Platform- Employee Assisted
Journey for M/s Star Health & Allied Insurance
URL to access the portal is https://bobworldsmartinsure.bankofbaroda.co.in/ and staff can login into the
platform with his active directory Id and Password
Name of Health Product currently live on the BoB World Smart Insure Employee assisted Platform: Star
Comprehensive Insurance Policy Please find enclosed the BoB World Smart Insure Health Insurance Employee
assisted Purchase Journey for your ready reference.

42
BCC/BR/116/281 DT 4/5/2024 Launch of NRI and Minor customer on-boarding and transactions for
Mutual Fund Products on BOB WORLD SMART INVEST Platform.

Under Smart lnvest, both Customer as well as staff focused platforms have been launched enabling both
customer-oriented transactions as well as staff assisted transactions. The implementation of this digital
investment platform has been executed in a phase-wise manner. In Phase I, all Resident Individual clients
were given access to invest in Mutual Funds through Smart lnvest.

As part of Phase II implementation of digital Investment platform, onboarding of Investment Service

Account (ISA) for Non-Resident Individuals (NRE/NRO) and Minors (Guardian on-behalf of minor) has been
made live. With this development, NRI as well as minor (Guardian on-behalf of minor) clients can be
onboarded on the platform and execute digital MF transactions.

Following Bank A/c scheme codes shall be eligible for creation of Investment Services Account (ISA) for
being onboarded as a NRE, NRO and minor (guardian on behalf of minor) client respectively:

1. NRO {Non-Resident Ordinary} • Savings account - SB201 and mode of operation- 001 (self) • Current
account - CA20l and mode of operation- 001 (self)
2. NRE {Non-Resident External} • Savings account - SB301 and mode of operation- 001 (self) • Current
account - CA301 and mode of operation- 001 (self)
3. Minor clients (Guardian on behalf of Minor) • Scheme code -SB156 & Mode of Operation -019 (Natural
guardian) • Scheme code – SB101 (Minor client) & Mode of Operation - 019 (Natural guardian) ►

Kindly note that unlike resident individual client accounts where customers can transact instantaneously
post successful on-boarding, NRI/ Minor clients can transact only post successful bank verification by the
intermediating exchange (BSE Star) which typically takes 2-3 working days.

► However, client onboarding is a one-time activity and once completed successfully, clients can start
transacting in mutual funds seamlessly through the Smart lnvest platform.

► In case of employee-assisted transactions for NRI customers, client-authorization for digital transactions
can only be executed through the bob World app to mitigate any challenges with respect to receiving OTP
(One-time passwords) on foreign mobile no's

► On-boarding of minor customers can only be executed only through the bob World app (by the clients
themselves) or through the assisted platforms by bank's staff members

43
 List of Financial and Non-financial features
FINANCIAL NON - FINANCIAL
Scan QR Login
Cash On Mobile Biometric Login
Fund Transfer Unlock / Forgot Login Pin
Self-Linked Accounts Quick View Balance
Transfer Of Funds To Sukanya Samriddhi Yojna Language Setup
Third Party with in bank transfer Quick View Balance
Fund Transfer To Other Bank Imps P2A Bob IFSC Search
Fund Transfer To Other Bank Neft P2A Emi Calculator
Fund Transfer To Other Bank Imps P2P Atm Locator
RTGS Upload Photo
Schedule Fund Transfer Offers
Open FD/RD Apply For Personal Loan
FD/RD Closure Apply For Mudra Loan
Open PPF Account Apply For Home Loan
Tax Saving Deposit Apply For Car Loan
Pre-Approved Micro Personal Loan Apply For Two Wheeler Loan
Loan/Overdraft Against FD/RD Apply For MSME Loan
Mobile Recharge Apply For Education Loan
DTH Recharge Apply For Export Credit
Fund Transfer Apply For Gold Loan
Recharge Fastag Apply For Agri Loan
Quick Bill Payment Apply For SHISHU Mudra
Registered Bill Payment Apply For Life Insurance
Bob Credit Card Bill Payment Apply For Health Insurance
Scan To Pay (Bharat Qr Payment) Apply For Motor Insurance
Tonetag Apply For Travel Insurance
Receive Money Using UPI Apply For Property Insurance
Pay Using UPI Apply For Bob Credit Card
Scan QR Upi Apply For Demat
Access Baroda Wealth Apply For Locker
Hotel Booking Apply For Mutual Funds
Bus Booking Apply For Baroda Kisan
Flight Booking Apply For NPS Account
Compare & Shop Apply For PMJJBY
Bob World Benefits Apply For PMSBY
Evouchers / Gift Cards Apply For APY
Credit Score Apply For PPF
Invite & Earn Apply For SSA
Digital Account Contribute NPS Account
Pensioner Life Certificate
KVP Account
SCSS Account
Self-Account Block
Debit Card E Mandate
Pay Direct Taxes
Watch Demo
Contact Us
Submit Complaints
View Details For All Accounts (Accounts,
Deposits, Cards, Loans) - One Customer View
Mini Statement
44
Pass Book
Download Statement From passbook
Spend Analyser
Transaction Tagging And Comment in Passbook
Interest Certificate
Cheque Book Request
Staus Inquiry Of Cheque ( Inward/Outward )
Stop Cheque
Positive Pay Confirmation
Account Statement
TDS Certificate
Fatca Declaration
IB Registration
IB Password Reset
AADHAR Update
Nomination Registration
Request For Savings Account Transfer
Set Communication Email Id
Submit Form 15Gor 15H
Subscribe / Unsubscribe SMS Alerts
Change Transaction PIN
Change Login PIN
De-Link Accounts
Refresh Operative Account List
My Limits Setup
Set Primary Account
Address And Contact Details
Last Login time
KYC Details
App Version
Automated Assistance On App Features And
Navigation, On First Log In And Subsequently
View Past Transactions By Filter
Manage MMID
Spend Analyser - View Categorization Of Past
Incomes And Expenses
My Favourites
Repeat Recent Transaction
Link Sukanya Samriddhi Savings Account [Ssa]
View SSA Statement
Show Balance Of SSA
Add / Delete SSA
Beneficiary Management
Manage SI
View Receipt of Deposit
Deposit Calculator
Check Interest Rate
View Receipt Of Fastag
Link Fastag
Mini Statement (Last 5 Txns) Of Fastag
Bob Credit Card Deregister

45
Add A New Biller
View / Modify / Cancel An Existing Biller
Lock/Unlock Debit Cards
Set Channel Wise Transaction Limits
Set Channel Wise Card Usage
International Block/Un-Block (Based On
Merchant Location)
Debit Card Request
Reissue Debit Card
Set Debit Card Pin
Debit Card Hot listing
Virtual Debit Card
Link Cards
De Link Cards
Manage Virtual Payment Address (VPA)
UPI Transaction History
Mini Statement In UPI (Last 5 Transactions)
Mandate in UPI

46
 Transaction Limits of BOB WORLD

Maximum
No. of
Minimum amount Maximum
Txn Per Week
SN Services amount per amount per Per Month
in a (Rs.)
(Rs.) transactio day (Rs.)
day
n (Rs.)
1 Cash on Mobile 100 5000 5000 10,000 25,000
Fund Transfer - Self-
2 5 Un-limited Un-limited Un-limited Un-limited
linked
Fund Transfer - Third
3 5 2,00,000 5,00,000 10,00,000 20,00,000
Party
Fund Transfer
4 (a) (Beneficiary 5,00,000 5,00,000 5,00,000 15,00,000
payments) - IMPS
5
Fund Transfer
(b) (Beneficiary 2,00,000 5,00,000 10,00,000 20,00,000
payments) – NEFT
Fund Transfer (Instant
5 5 25,000 50,000 2,00,000 5,00,000
payment) – IMPS
Fund Transfer
6 (Beneficiary 2,00,000 2,00,000 5,00,000 10,00,000 20,00,000
payments) - RTGS
Bill
7 Pay/Recharge/Payme
nt Services
Mobile/DTH Recharge 30
Quick Bill Pay 5 25,000 50,000 1,00,000 2,50,000
Registered Bill Pay
Scan to Pay
Tonetag
8 Bobcards Payment No limit No limit No limit No limit No limit
9 Merchant Eco-system
Bus/Flight/Hotel No Limit No Limit No Limit No Limit No Limit
Recharge & Gift Card 5 10,000 25,000 50,000 1,00,000
Digital Gold 1000 50,000 50,000 2,00,000 5,00,000
10 UPI 1 25000 50000 No Limit No Limit
11 Fixed Deposit 1000 Un-limited* Un-limited* Un-limited* Un-limited*
12 Recurring Deposit 1000 Un-limited* Un-limited* Un-limited* Un-limited*

13 WMS - Mutual Funds 5 5,00,000 10,00,000 25,00,000 50,00,000

14 WMS – Insurance 5 5,00,000 10,00,000 25,00,000 50,00,000

47
 bob World (Mobile banking) FAQ’s

FAQs of bob World (Mobile Banking)

 Getting started: Registration and Activation

Q. What is the key benefit of Mobile banking (bob World)?

A. You can avail more than 220 banking services around the clock conveniently from the
comfort of your home using a mobile phone.

Q. Can I avail Mobile Banking?

A. The following customers can avail Mobile Banking – Main, Joint, or Authorized signatories
of Savings, Current, Overdraft accounts with any of the following modes of operation
- Self, Either-or-survivor, Anyone-or-survivor, or Proprietor.

Q. How can I register for Mobile Banking?

A. You can use the following channels to register for mobile banking:
 Self-Registration using Debit card details (available only for Android users).
 Internet Banking “Bob World Internet” (https://feba.bobibanking.com) Login >
Services > Mobile Banking (bob World)
 ATM
 Base Branch - submit duly-filled registration form for Mobile Banking.
Note: Accounts with Mode of operation as “Anyone or Survivor” can be registered from Base
Branch only. Other channels like Self-Registration, ATM and Internet
Banking can’t be used.

Q. How to download Mobile Banking application?

A. Mobile banking application bob World can be downloaded via respective Play stores.
Never download applications from unknown/unverified sources. Confirm the
genuineness of the Bank of Baroda’s Mobile Banking application under “App info”
section of Playstore / Appstore.
 Android 4.5 & above – Google Playstore
 iOS 9.0 & above – Apple Appstore

Q. Is my mobile device supported?

A. Both Android and iOS devices are supported if your Android OS version is 4.5 &
above and iOS version is 9.0 & above.

Q. How to register via self-registration option using debit card details?

A. Please follow the steps given below:
 Launch the bob World app after installing it in your Android device.
 Grant mandatory permissions like location, phone, and SMS as and when
prompted.
 Select your preferred language and go through informative/educational screens.
 Click “Login” button on welcome screen to begin your mobile banking journey.
 Grant permissions, if not granted already, and proceed after granting
permissions.
 We need to send a one-time SMS to verify your mobile number. Select SIM of mobile
48
 number registered with Bank and press confirm to send one-time SMS. Carrier charges
may apply.
 App will display the mobile number from which Bank has received SMS. Confirm if it is
your registered mobile number. You’ll receive an OTP after confirmation. Click on
“select another number” button if mobile number displayed is wrong.
 We will send a 6-digit OTP to your mobile number. Click on Verify button after OTP is
auto-read by app.
 Accept Terms & Conditions and proceed to register for mobile banking by entering
your 14-digit account number, last 6-digits of your debit card and card expiry
(MM/YY).
 You will receive a 4-digit activation Key on your Registered Mobile Number and enter
the same on application to proceed further.
 Now Set your own Transaction PIN & Login PIN and submit.
 Enter referral code if received to get benefits before proceeding to login.

Q. What to do if self-registration got disabled?

A. Self-registration will be disabled if card authentication fails thrice in a row. Please use the
alternate digital channels like base branch, ATM, or Internet banking to register for
mobile banking.

Q. What to do if you get “Card Authentication failed” error during self- registration?
A. You will get this error if there is a mismatch in the details of account number and debit
card submitted during self-registration. Make sure that your debit card is active and
actually issued for the account number entered during registration of mobile
banking. Also check eligibility criteria of account to avoid card authentication error.

Q. How to register for mobile banking via Internet Banking channel?

A. Please follow the steps given below:
 Login to Internet Banking “Bob World Internet” at https://feba.bobibanking.com
and go to Services > Service Request >> Mobile Banking Registration.
 You can also access the same under Login > Services > Mobile Banking (bob
World) > Registration.
 Select your customer ID, confirm that the mobile number shown is your
registered mobile number, and click on Continue.
 Confirm Details, then enter remarks and Transaction password. Click on Submit
button.
 You will get a confirmation message on screen. If registration is successful, you will
receive an SMS consisting of 4-digit activation Key on your registered mobile number
along with a link to download our app from play store or app store.
 Download the mobile banking app and use the activation key to activate mobile
banking and set your own transaction and login PINs.

Q. How to register for mobile banking via ATM channel?

A. Please follow the steps given below:
 Visit your nearest Bank of Baroda ATM. Insert your debit card in the card slot and
enter its PIN. Click on the Mobile Banking (bob World) tab post PIN validation.
 Select Registration option
 Enter your 10-digit registered mobile number and Press if Correct
 Re-enter the mobile number and Press if Correct
 After successful registration, you will receive an SMS consisting of 4-digit activation

49
 key on your registered mobile number along with a link to download our app from
play store or app store.
 Download the mobile banking app and use the activation key to activate mobile
banking and set your own transaction and login PINs.

Q. What accounts are eligible for registration to mobile banking?

A. All scheme codes of savings and current accounts are eligible for registration if mode of
operation and relation type are eligible. Mode of operation has to be one of the
following:
 Self
 Either or survivor
 Proprietor
 Anyone or survivor
Relation type has to either main, joint, or authorized signatory.
Only ten overdraft scheme codes are eligible – OD002, OD003, OD004, OD005, OD006,
OD016, OD017, OD023, OD026 and OD028.
Apart from the above, the following scheme codes are also now eligible for mobile banking
registration.

Sl no Mode of Operation View Rights Transaction Rights

1 Karta of HUF Allowed Allowed

2 Minor Natural Guardian operation by Allowed Allowed

guardian

3 Any One partner Allowed Allowed

4 Authorized Signatory Allowed Not Allowed

5 Managing Director Allowed Not Allowed

6 Both Jointly or Survivor Allowed Not Allowed

7 President & Secretary Jointly Allowed Not Allowed

8 All partners jointly Allowed Not Allowed

9 Any one trustee Allowed Not Allowed

10 Former & Survivor Allowed Not Allowed

11 Any one Director Allowed Not Allowed

12 All jointly or survivors or survivor Allowed Not Allowed

13 Any three jointly or survivors or survivor Allowed Not Allowed

14 Any two jointly or survivors or survivor Allowed Not Allowed

15 Any two Authorized signatories Allowed Not Allowed

50
16 Chairman Allowed Not Allowed

17 Any three Partners Allowed Not Allowed

18 Secretary Allowed Not Allowed

Q. How to set my login and transaction PINs?

A. Both PINs are set during activation of mobile banking after successful registration.
Please follow the steps given below:
 After successful registration, you will receive an SMS consisting of 4-digit activation
key on your registered mobile number along with a link to download our app from
play store or app store.
 Download the mobile banking app and use the activation key to activate mobile
banking and set your own login and transaction PINs.

Q. How to activate mobile banking?

A. Please follow the steps given below:
 Launch the bob World app after installing it.
 Grant mandatory permissions like location, phone, and SMS as and when
prompted.
 Select your preferred language and go through informative/educational screens.
 Click “Login” button on welcome screen to begin your mobile banking journey.
 Grant permissions, if not granted already, and proceed after granting
permissions.
 We need to send a one-time SMS to verify your mobile number. Select SIM of mobile
number registered with Bank and press confirm to send one-time SMS. Carrier charges
may apply.
 App will display the mobile number from which Bank has received SMS. Confirm if it is
your registered mobile number. You’ll receive an OTP after confirmation. Click on
“select another number” button if mobile number displayed is wrong.
 We will send a 6-digit OTP to your mobile number. Click on Verify button after OTP is
either auto-read by app in Android devices or manually entered in iOS devices.
 Accept Terms & Conditions and enter the 4-digit activation Key received on your
Registered Mobile Number after successful registration.
 Create your own transaction and login PINs.
 Enter referral code, if received, to get benefits before proceeding to login.

Q. I am an active user of Bob World. How to login to bob World app?

A. Active users of Bob World can access bob World app using their existing application
password and m-pin. Please follow the steps given below:
 Launch the bob World app after installing it.
 Grant mandatory permissions like location, phone, and SMS as and when
prompted.
 Select your preferred language and go through informative/educational screens.
 Click “Login” button on welcome screen to begin your mobile banking journey.
 Grant permissions, if not granted already, and proceed after granting
permissions.
 We need to send a one-time SMS to verify your mobile number. Select SIM of mobile

51
 number registered with Bank and press confirm to send one-time SMS. Carrier charges
may apply.
 App will display the mobile number from which Bank has received SMS. Confirm if it is
your registered mobile number. You’ll receive an OTP after confirmation. Click on
“select another number” button if mobile number displayed is wrong.
 We will send a 6-digit OTP to your mobile number. Click on Verify button after OTP is
either auto-read by app in Android devices or manually entered in iOS devices.
 Verify your access using existing application password as login PIN and existing m-pin
as transaction PIN.
 Proceed to login if access verification succeeds.

Q. I forgot existing application password and m-pin of Bob World. What to do?
A. Please de-register from Mobile banking using any of the following alternate channels and
do fresh registration of Mobile Banking.
 ATM
 Base Branch
 Internet banking (Bob World Internet)

Q. I didn’t receive activation Key. What to do?

A. You will receive activation Key on your registered mobile number in an SMS after
successful registration. If you have not received it, please reset activation Key of Mobile
banking using any of the following alternate channels.
 ATM
 Internet banking (Bob World Internet)
 Base Branch

Q. I have not received OTP on my mobile number. What to do?

A. 6-digit OTP sent to registered mobile number will be either auto-read by app in Android
device or have to be manually entered in iOS device before expiry of timer. If you
have not received OTP, please click on “resend OTP” after timer expires to request a
new OTP.
If OTP is still not received, please clear all old messages from sender IDs like BOBTXN,
BOBSMS, and BOBOTP. Restart your mobile device and ensure good network coverage.
Please also insert SIM card into other mobile device, if available, to check if there is any
handset specific issue.

Q. I have received OTP but app is not auto-reading it. What to do?
A. OTP will not be auto-read if sender ID of OTP sent by Bank is modified by network
carriers. Please contact your network carrier to prevent modification of sender ID.
Please grant device specific permissions which otherwise prevent third-party apps to
auto-read OTP.

Q. My mobile number is wrongly detected by app. What to do?

A. We need to send a one-time SMS to verify your mobile number. App will display the
mobile number from which bank has received one-time SMS. You have selected the
correct SIM but if mobile number shown is wrong, then sender ID of your SMS would
have been modified by network carriers. Please contact your network carrier to prevent
modification of sender ID.

52
Q. I got “Invalid Process” error. What to do?
A. You will get this error if you take too long to finish activation and session got expired.
Please ensure good reception of cellular network and finish activation in quick time. If
problem persists please use WIFI network to activate.
Q. I am NRI customer. Can I use Mobile Banking?
A. Yes, NRI customers can avail Mobile Banking facility and do transactions subject to
FEMA/RBI guidelines.
 Login PIN and Transaction PIN

Q. What is a login PIN?

A. 4-digit Login PIN is used to gain access to mobile banking app – bob World. Never
share your PIN with anyone. Bank or its employees will never ask for your PIN.
 You can create your own login PIN during activation of mobile banking.

Q. What is a transaction PIN?

A. 4-digit Transaction PIN is used to authorize any transaction (both financial and non-
financial) carried out in mobile banking app – bob World. Never share your PIN with
anyone. Bank or its employees will never ask for your PIN.
 You can create your own transaction PIN during activation of mobile banking.

Q. How to set a strong PIN?

A. Any 4-digit number of your choice can be set as PIN.
 Don’t use weak patterns like 1111 or 1234 as PIN. Try a stronger combination using
random digits to make your PIN secure.
 Don’t use same PIN everywhere for all PINs.
 Don’t use same PIN repeatedly when changing. New PIN can’t be same as any of the
previous 3 PINs.

Q. How to change my login PIN?

A. If you remember your existing login PIN, you may change it after login. The new login PIN
can’t be same as any of the previous 3 PINs (both login and transaction PINs) used.
Please follow the steps given below:
 After login, go to profile on the top-right corner of your dashboard/homepage, and
click on “Change login PIN”
 Enter your existing login PIN in the first one of the 3 fields shown
 Enter a new login PIN of your choice in the second field and re-enter it in the third
field to confirm.
 Click on submit to change your login PIN.

Q. How to change my transaction PIN?

A. If you remember your existing transaction PIN, you may change it after login. The new
transaction PIN can’t be same as any of the previous 3 PINs (both login and
transaction PINs) used. Please follow the steps given below:
 After login, go to profile on the top-right corner of your dashboard/homepage, and
click on “Change transaction PIN”
 Enter your existing transaction PIN in the first one of the 3 fields shown
 Enter a new transaction PIN of your choice in the second field and re-enter it in the
third field to confirm.
 Click on submit to change your transaction PIN.

53
Q. I forgot my existing login PIN. How to reset login PIN?
A. You can reset your login PIN if you forgot your existing PIN. Please follow the steps given
below:
 Visit “Unlock/forgot login PIN” page on login page of the app.
 Select the country code of your mobile number and enter your registered mobile
number without country code in the first field.
 Enter your existing 4-digit transaction PIN in the second field and proceed to create
a new login PIN.
Tips:

 The new login PIN can’t be same as any of the previous 3 PINs (both login and
transaction PINs) used.
 Use a stronger combination of random digits to make your PIN secure.
 If you get “Unable to process the request, please try again” error, close the app, clear
app running in background and re-launch it.
Q. I got “Unable to process the request, please try again” error during reset login PIN.
What to do?
A. You will get this error if session expired as app is idle for a long time. Close the app, clear
app running in background and re-launch it.

Q. I forgot my transaction PIN. What to do?

A. Please reset transaction PIN of Mobile banking using any of the following alternate
channels. You will receive a new 4-digit transaction PIN in an SMS on your registered
mobile number. Login to app and when prompted, set your own transaction PIN
using this default PIN.
 ATM
 Internet banking (Bob World Internet)
 Base Branch

Q. I have not received any SMS after resetting my transaction PIN. What to do now?
A. You will receive a default 4-digit transaction PIN in an SMS after successful reset via
alternate channels like Internet Banking, ATM, and Base Branch. If SMS is not received,
please reset it freshly after ensuring that your mobile device can receive SMS as per
below steps:
 Please grant all SMS related permissions to bob World app under device settings.
 Please clear all old messages from same sender ID like BOBTXN, BOBSMS, and
BOBOTP etc.
 Restart mobile and ensure enough network coverage after restart.
 If issue persists, please insert SIM card into a new mobile handset to check if there
is any issue with your existing handset.

Q. I am entering correct login PIN but app says it is Invalid. What to do?
A. Please note that entering wrong login PIN thrice in a row will lock your login access.
You may always reset your login PIN if you forgot your existing PIN, as per FAQ “I
forgot my existing login PIN. How to reset login PIN?”

Q. I am entering correct transaction PIN but app says it is invalid. What to do?
A. Please note that entering wrong transaction PIN thrice in a row will lock your login access.
You may always reset your transaction PIN if you forgot your existing PIN, as per FAQ
“I forgot my transaction PIN. What to do?”

54
Q. I am unable to login due to “user is locked.” What to do?
A. Login access is locked if you enter wrong PINs thrice in a row. Please reset your login PIN
as per FAQ “I forgot my existing login PIN. How to reset login PIN?” to unlock login
access.

Q. I got “change in device/SIM detected” error. But I have not changed device or SIM. What
to do?
A. Any change in software or hardware will attract this error. Please de-register from
mobile banking using any of the following channels and do a fresh registration to
resolve this issue.
 ATM
 Internet banking (Bob World Internet)
 Base Branch

 Login page
Q. I see someone else’s name on my login page. Why?

A. You might see a different name if someone else was using this app earlier. Please
uninstall the app and install freshly from play store or app store. If problem persists,
please lodge a complaint and share your device details to check.

Q. My name is wrongly shown on login page. What to do?

A. Please approach your base branch to update your name in bank records. Then de-
register from mobile banking using any of the following channels and do a fresh
registration to resolve this issue.
 ATM
 Internet banking (Bob World Internet)
 Base Branch

Q. What is Quick Balance and how to set it up?

A. You can use this to view balance and 3 latest transactions of any one of your
accounts without using login PIN. Check under “Quick View balance” icon on login page. You
need to choose a primary account and confirm setup of Quick balance using both
existing login and transaction PINs.

Q. What is the version of my app?

A. You may check the installed app version under the bottom drawer of login page.

Q. What services can I access directly from login page?

A. You can access the following services without using login PIN:
 Change preferred language
 Quick View balance
 Unlock/Forgot login PIN
 Bus/Flight/Hotel booking (all functionalities, except payment confirmation,
doesn’t need login PIN)
 IFSC search
 Loan & Deposit calculator
 ATM/Branch/E-lobby locator
 Links to apply for loans, insurances, credit card, e-trade, lockers, mutual funds, NPS,
and submit Pension Life certificate
55
 Watch demo
 FAQs
 Contact us
 Raise complaints

The following services can also be accessed but with login PIN:
 Setup biometric login
 Setup Quick View balance
 Scan QR
 Cash on Mobile (Cardless cash withdrawal)
 FASTag recharge
 Fund transfer
 Pre-approved micro personal loans

 My Profile

Q. Where is my profile located?

A. After login, visit “Profile” on the top-right corner of your dashboard/homepage.

Q. What services are available under my profile?
A. You can access the following services under your profile:
 Full name
 Customer ID
 Last login date & time
 Set/update profile picture
 Credit score
 KYC details
 Contact details
 Change login PIN
 Change transaction PIN
 Alerts & notifications
 App settings
 Need help?
 Logout

Q. Where can I check and update my KYC details?

A. Post login, visit “KYC details” under your profile where you can do the following:
 View PAN
 Status of FATCA declaration
 Submit FATCA declaration

Q. Where can I check and update my Contact details?

A. Post login, visit “Contact details” under your profile where you can do the following:
 View and update Email ID
 View registered mobile number
 View communication address

Q. Where can I view my app settings?

A. Post login, visit “App settings” under your profile where you can do the following:
 Change preferred Language
56
 My Limit Setup (set custom limits within default limit cap)
 Notification settings (subscribe/unsubscribe SMS)
 Biometric login setup
 Refresh operative accounts (fetch all accounts with transaction rights)
 Set Primary account (for quick view balance)
 De-link accounts
 App-version

Q. How to de-link my accounts?

A. If you don’t want to view and transact in any of your accounts, you can de-link that
account under “App settings” of your profile. You can view a list of all delinked accounts
here.

Q. How to re-link my accounts?

A. You need to approach branch to re-link a specific account which was de-linked earlier by
you. You may also de-register and do fresh registration to re-link all accounts at once.

Q. How to logout of app?

A. You can click back button on dashboard/homepage where you will be prompted whether
you want to logout. You may also click logout button under your profile.

 Accounts

Q. How can I check my account details?

A. Post login, click on “view all accounts” under Accounts tab to view balance, account
details and mini-statement.
Q. My account is not visible after login. What to do?
A. The following accounts are eligible for mobile banking.
 Savings Account (age 15 & above, mode of operation – Self, Either or Survivor,
Anyone or Survivor) – eligible for registration, view and transaction rights.
 Baroda Champ Account (age 10 & above, mode of operation – Self) – eligible for
registration, view and transaction rights.
 Current Account (mode of operation – Self, Either or Survivor, Anyone or
Survivor, Proprietor) – eligible for registration, view and transaction rights.
 In joint accounts with mode Either or Survivor, Anyone or Survivor, registration can be
done as per choice of all account holders. Application to be signed jointly. All other
joint accounts and schemes are not eligible for mobile banking.
 Overdraft account (mode of operation – Self, Either or Survivor, Anyone or Survivor,
Proprietor) – eligible for registration, view and transaction rights. Only the following
OD schemes are eligible for mobile banking – OD002, OD003, OD004, OD005,
OD006, OD016, OD017, OD023, OD026 and OD028.
 Eligible NRI accounts (NRE - SB201, SB205, SB206, SB224, and SB252. NRO -
SB301) eligible for registration, view and transaction rights.
 CC accounts are eligible for balance enquiry only but are not eligible for
registration. They will be auto-fetched provided CC account holder is already
registered using other eligible account schemes.
 PPF accounts are auto-fetched in mobile banking if your PAN is updated properly in
both customer id and PPF account.
 SSY accounts have to be added manually by parents or guardians of girl child in their
mobile banking before they can view balance, transfer funds, and request statement.
57
 All deposit accounts with mode of operation Self, Either or Survivor, Anyone or
Survivor will be visible.
 All loan accounts with mode of operation Self, Either or Survivor, Anyone or
Survivor will be visible.

Q. What to do if my OD account is not visible?

A. Only the following OD schemes are eligible for mobile banking – OD002, OD003, OD004,
OD005, OD006, OD016, OD017, OD023, OD026 and OD028.
Q. What to do if my CC account is not visible for fund transfer?
A. CC account has only view rights and no transaction rights in Mobile banking. If you
register for mobile banking using any of the eligible accounts like saving, current or
overdraft accounts then your CC account will be auto-fetched for balance enquiry only.
Q. What to do if my PPF account is not visible?
A. PPF accounts are auto-fetched if your PAN is updated properly in both customer id and
PPF account. If PAN is not updated in either customer id or PPF account, approach your
branch to update it. After updating PAN at branch, refresh operative accounts under
app settings of your profile to fetch PPF account.
 Fund Transfer

Q. How to transfer funds to my own linked accounts?

A. Visit self-linked fund transfer under Fund transfer, select source and beneficiary
accounts, and initiate fund transfer.
Q. How to transfer funds to other Bank of Baroda accounts?
A. Visit third party within bank transfer under Fund transfer, select source and beneficiary
accounts, and initiate fund transfer. Please cross-check the beneficiary name which
appears after entering beneficiary account number to avoid credit to wrong beneficiary.
Q. My funds were transferred to a wrong third-party within bank account. What to do?
A. If a wrong third-party within bank account is credited, please submit written application
in your branch first. Then request branch to take up the issue with beneficiary
branch for refund. The beneficiary branch will refund the funds if they are available
after obtaining confirmation from beneficiary customer. If funds are not available,
lien will be marked in the account first and only refunded once funds are available
and confirmation obtained from beneficiary customer.

Q. I want to transfer funds to Sukanya Samriddhi Account (SSA). What to do?

A. If you are a parent or guardian of the account holder of SSA, then go to fund transfer >>
Sukanya Samriddhi savings account under WITHIN BANK section >> Click on ADD
icon on bottom right corner to add new SSA accounts. Make sure your customer ID is
entered as guardian in your daughter's customer ID before adding.

Q. My Sukanya Samriddhi account (SSA) is not credited. What to do?

A. If SSA account is not credited with your amount please request the base branch
where SSA is maintained to reverse funds to your savings account.
Q. I want to transfer funds to my PPF account. What to do?
A. Visit self-linked accounts under Fund transfer.
Q. My PPF account is visible for balance enquiry but not under fund transfers. What to do?
A. Please refresh operative accounts under App settings of your profile to restore list of
accounts under Fund transfer.

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Q. My PPF account is not credited during self-linked fund transfer. What to do?
A. If PPF account is not credited, please contact the branch where PPF is maintained.
Amount might be still lying in their branch's office account. Branch will transfer the
amount in your PPF account manually.
Q. My account is not visible for doing transactions. What to do?
A. The mode of operations of your account can only be Self/Sole-Proprietor/Either or
Survivor/Anyone or Survivor. It may also be possible that mode of operation is not
updated properly in your accounts. Please contact your base branch to get the details
updated. All account holders of an account with mode “Anyone or Survivor” have to
sign an application in branch to request transaction rights in mobile banking.
Q. What if the fund transfer times out?
A. Timeout transactions will be refunded within defined TAT.
Q. How can I transfer funds to other bank Accounts?
A. This can be done via three options:
 IMPS
 NEFT
 RTGS

Q. How to add a beneficiary?

A. You can add or delete beneficiaries under beneficiary management of fund transfer.
Addition of beneficiary will be authenticated using OTP and transaction PIN.
Q. Can I transfer funds immediately after adding a beneficiary?
A. No. New beneficiaries will be available for transactions after a cooling period of 4 hours
(IMPS/NEFT beneficiaries) and 24 hours (RTGS beneficiaries) from the time of
beneficiary registration.
Q. What are the default transaction limits?
A. Total transactions allowed per day: 30
Service type (Min amount (Rs.), Max amount per transaction (Rs.), Max amount per day
(Rs.), Max amount Per Week (Rs.), Max amount Per Month (Rs.))
 Cash on Mobile (100, 5000, 5000, 10000, 25000)
 Fund Transfer to your own accounts within Bank (5, Unlimited, Unlimited, Unlimited,
Unlimited)
 Fund Transfer to Third Party accounts within Bank (5, 2,00,000, 5,00,000,
10,00,000, 20,00,000)
 Fund Transfer to IMPS beneficiary accounts (5, 2,00,000, 2,00,000, 5,00,000,
15,00,000)
 Fund Transfer to NEFT beneficiary accounts (5, 2,00,000, 5,00,000, 10,00,000,
20,00,000)
 Fund Transfer to beneficiary MMID (5, 2,00,000, 2,00,000, 5,00,000, 15,00,000)
 Fund Transfer to Instant IMPS accounts (5, 25000, 50000, 2,00,000, 5,00,000)
 Fund Transfer to Instant MMID (5, 25000, 50000, 2,00,000, 5,00,000)
 Fund Transfer (Beneficiary payments) - RTGS (2,00,000, 2,00,000, 5,00,000,
10,00,000, 20,00,000)
 Quick Bill Pay, Registered Bill Pay, Scan to Pay, Tonetag (5, 25000, 50000,
1,00,000, 2,50,000)
 Payment to Bank of Baroda Credit cards (No limit, No limit, No limit, No limit, No
limit)
 Bus/Flight/Hotel booking (No Limit, No Limit, No Limit, No Limit, No Limit)
 Recharge & Gift Card (5, 10000, 25000, 50000, 1,00,000)
 Fixed/Recurring Deposit (1000, Unlimited, Unlimited, Unlimited, Unlimited)

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 Cash on Mobile

Q. What is Cash on Mobile?

A. Card less cash withdrawal up to Rs. 5000 per day from Bank of Baroda ATM using OTP
shown in app.
Q. How to withdraw money using Cash on Mobile?
A. Cash on Mobile >> Enter amount and remarks >> Enter Transaction Pin >> OTP will be
generated. Use this OTP to withdraw cash from any of the nearby Bank of Baroda
ATM.
Q. Where can I get OTP for cash on mobile?
A. OTP can be generated by going to Cash on Mobile option in the application. It will not
be sent as SMS.
Q. How long is OTP of cash on mobile valid?
A. Cash-on-mobile OTP is valid for 15 minutes only.
Q. Can I withdraw from other Bank ATM by using cash on mobile?
A. No, this facility can be used only on Bank of Baroda ATMs.

 Mobile Recharge and Bill Pay

A. Recharge

1. Mobile Recharge
2. DTH Recharge

B. Bill Payment

 Quick Bill Payment- Customer has to enter bill details for making Payment every
time customer wants to initiate payment towards a respective biller.
 Registered Bill Payment- Allows registration of biller details once and fetches bill
amount automatically every month.
 Credit Card-BOB Card Payment: Allows payment to Bank of Baroda credit cards
only.

Q. Can I recharge when I am on roaming?

A. Yes

Q. Billers not visible in DTH option under Recharge?

A. Kindly visit DTH Recharge option under Quick Bill payment to find more billers.

Q. What if the Recharge or Bill payment transaction gets failed or recharge is made to
incorrect mobile?
A. Kindly cross check all the details before making the payment. In case of failed
transactions of Recharge, money will be refunded to account on T+5 working days (T is
date of transaction) and for Bill payment T+5 working days (T is date of transaction).
Please read terms and conditions section of the application.
 Fixed /Recurring Deposit

Q. Who is eligible to open deposits in Mobile Banking?

A. Customers who have declared FATCA and submitted PAN in branch are eligible.

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Q. I am unable to open deposits using my OD account. Why?
A. OD accounts are not eligible to open deposits, invest in PPF or SSY accounts. Only
Savings and current accounts are eligible.

Q. What to do if customer is not able to View FD/RD receipt in Mobile Banking?

A. Only FD/RD account opened using Mobile banking will be visible in View receipt.
Receipts will not be updated if auto-renewed.

Q. All my Term Deposit Account not showing under Closure option.

A. Only the Term Deposit Accounts opened through alternate channels like Mobile
Banking, Internet Banking will be shown. In addition account should be only in your
name. Accounts operated jointly will not be shown.

Q. Not able to close FD/RD account in Mobile Banking?

A. Only FD/RD account opened using Mobile banking or Internet Banking and having
mode of operation ‘Self’ will be eligible for closure in Mobile Banking.

Q. Where are my funds credited after maturity or closure of FD account?

A. Funds will be credited to the REPAYMENT ACCOUNT that will be shown explicitly
while placing the closure request.
 Baroda FASTag

Q. How to add FASTag details?

A. Login>>Click on More>> Baroda FASTag>> My FASTag>> Click “ADD +” button to add

>> Fill FASTag Customer ID or Vehicle Number and proceed.
Q. How to Buy FASTag?
A. Login>>Click on More>> Baroda FASTag>> Buy FASTag>> Provide all necessary details
and proceed. Customer must be ready with following details before proceeding -
Vehicle Registration/Licence No, Chasis No and Front and Back Image of RC (Size of
image below 1MB and format of image must be jpg, jpeg, png)

Q. How to Check Status for FASTag Request?

A. Login>>Click on More>>Go in Baroda FASTag>> Go in Status of FASTag request

 Digital Loan

Q. What is Pre-approved Micro Personal Digital Loan?

A. Pre-approved Micro Personal Loan facility enables you to avail pre-approved loan which is
offered based on pre-defined rules and on your banking history with the bank. Pre-
approved limit can be availed while your purchases on Pine labs POS which can be
converted to easy EMI. Pre-approved limit can also be availed in form of Personal Loan
through Mobile Banking (Minimum loan amount should be Rs.10,000/-)

Q. What to do if there is no Pre-approved Micro Personal Digital Loan offers?

A. Customer Can contact base branch for personal loan or Visit Bank’s official website.

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Q. What is Loan/Overdraft against FD/RD in Digital Loan?
A. Customer can avail Loan/Overdraft against FD/RD opened online with Bank of Baroda.
FD/RD account having mode of operation Self will be eligible under this category.
The Minimum amount of Loan will be Rs.500/- and in multiples of Rs.50/- (i.e.,
500, 550, 600, 650…)

Q. What to do if unable to apply for Loan/Overdraft against FD/RD in Digital Loan?

A. Customer will not be eligible to apply for Loan/Overdraft against FD/RD, if FD/ RD account
is not opened using Mobile Banking or Internet banking Channel and mode of operation
of FD/ RD account is other than ‘Self’. Customer has to contact base branch for availing
Loan/Overdraft against FD/RD account not opened using digital channel or having
mode of operation other than “Self’.

 Cheque services

Q. How to apply for a cheque book using Mobile Banking?

A. Login>>Click on More>>Go in Request Services>> Click on Cheque Book

Request>> Select Account no >> Enter Transaction PIN.

Q. How to inquire Status of Cheque using Mobile Banking?

A. Login>>Click on More>>Go in Request Services>> Click on Status Inquiry of
Cheque>> Select Account no and provide cheque number. After entering Transaction
PIN status will be provided.

Q. How to give “Stop Cheque” request using Mobile Banking?

A. Login>>Click on More>>Go in Request Services>> Click on Stop Cheque>> Select Account no
and provide cheque number >> Enter Transaction PIN to complete Request. Cheque will only
be stopped if not passed or presented in clearing.

Q. How to give Positive Pay Confirmation request using Mobile Banking?

A. Login>>Click on More>>Go in Request Services>> Click on Positive Pay Confirmation
>> Select Account no, provide cheque number and other details. Please enter
Transaction PIN to complete Positive Pay Confirmation Request.
*Confirmation registered up to 06:00 PM (daily) will be booked for next clearing
session.
*There is no option for Modify/Delete the confirmation once submitted successfully.
*Cheque will be cleared if key details of the cheque matched with cheque presented in the
CTS clearing and if cheque is otherwise is in order.

 Certificates & Statements

Q. How to generate statement using Mobile Banking?

A. Login>>Click on More>>Go in Request Services>> Click on Account Statement>>

Select Account number and statement duration (Customer can fetch statement of only
3 months or 90 days whichever is lower at a time) >> clicking on ‘E-Mail Statement,
statement will be sent to email id registered in Bank.

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Q. How to generate Interest Certificate using Mobile Banking?
A. Login>>Click on More>>Go in Request Services>> Click on Interest Certificate>>
Select Account no and Financial Year. After clicking on ‘E-Mail Certificate’, certificate will be
sent to email id registered in Bank.

Q. How to generate TDS certificate using Mobile Banking?

A. Login>>Click on More>>Go in Request Services>> Click on TDS Certificate>>
Select Financial Year. After clicking on ‘E-Mail Certificate’, certificate will be sent to
email id registered in Bank.

Q. How to give FATCA declaration using Mobile Banking?

A. Login>>Click on More>>Go in Request Services>> Click on FATCA Declaration>>
Provides all necessary details >> Click the Tick box of Terms and Conditions >> Click
PROCEED >> Enter Transaction PIN to submit FATCA declaration.

 Other Services:

Q. What is “Aadhaar Update” option?

A. Customer can seed (add) Aadhaar number with their Bank account using mobile banking.
Customer can link Aadhaar for AEPS transaction purpose only, for both DBT & AEPS
transaction purposes, or simply linking AADHAR for non-transaction purpose.
Login>>Click on More>>Go in Request Services>> Click on Aadhaar Update option>>
Select Account no and provide all details.

Q. How can Customer Add/Modify/Delete Nomination in account using Mobile banking?

A. Login>>Click on More>>Go in Request Services>> Click on Nomination registration
option>> Select Account no and provide all details. Customer can select
Add/Modify/Delete option as per their choice in nominee registration.

Q. How many times can I change nomination in my account?

A. Nomination for an Account can be added/modified/deleted up to 4 times in a year.

Q. Can I transfer my Savings Bank Account to any Bank of Baroda Branch of India using
the service “Request for Transfer of Savings Account”?
A. Yes, you have to furnish local proof of address for where you want to transfer the
Account in your new branch
Login>>Click on More>>Go in Request Services>> Click on Request for saving account
Transfer option>> Select Account no and provide all details.
After submitting all details a request number will get generated which has to be
provided to new branch for verification purpose within 30 days from request.

Q. How can Customer Set Communication Email ID using Mobile banking?

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A. Login>>Click on More>>Go in Request Services>> Click on Set Communication Email ID
option>> Enter the details asked. Customer can select Add/Modify email ID.

Q. What is “Submit Form 15-G (or) 15-H” option?

A. It is self-declaration made by the individuals or a person (not being a company or a firm)
for tax exemption on Interest income earned on Term Deposits. Form 15H is for senior
citizens, those who are 60 years or older; while Form 15G is for everybody else. This
form is valid for one financial year. Read Terms & Conditions carefully before
submitting the request.

Q. What is “Subscribe/Unsubscribe SMS Alerts” option?

A. Customer can use this option to subscribe/unsubscribe SMS alert facility for each
account separately. After unsubscribing, customer will get only mandatory alerts,
informative & educative SMS and channel initiated SMS alerts. Please peruse the
guidelines on SMS alerts facility available on our Bank’s website for further details.

 Card Services

Q. How to Manage Debit Card Using mobile Banking?

A. Login>>Click on More>>Go in Card Services>> Click on Manage Debit Card option>>

Now choose the MANAGE CHANNEL option. Now ENABLE or DISABLE the service as
per your choice. Customer has to enter the Transaction PIN for enabling or disabling
the Transaction Channel for selected debit card.

Q. How to provide Debit Card Request Using mobile Banking?

A. Login>>Click on More>>Go in Card Services>> Click on Debit Card Request
option>> Now select the account number and Card type>> Proceeds and enter
Transaction PIN

Q. How to provide Re-Issuance Debit Card Request Using mobile Banking?

A. Login>>Click on More>>Go in Card Services>> Click on Re-Issuance Debit Card option>>
Now select the Debit Card number want to be reissued>> Proceeds and enter
Transaction PIN.
*The debit card selected during re-issuance must be in block status.

Q. How to Set Debit Card Pin Using mobile Banking?

A. Login>>Click on More>>Go in Card Services>> Click on Set Debit Card Pin option>>
Now select the Debit Card number >> Click on Set pin >> OTP will come on registered
mobile number>> Please use the same to set new PIN.

Q. How to Hotlist/Block Debit Card Using mobile Banking?

A. Login>>Click on More>>Go in Card Services>> Click on Debit Card Hotlisting
option>> Now select the Debit Card number >> Click on Block Card >> Please use
Transaction PIN to block the debit card.

Q. How to Request New Virtual Debit Card Using mobile Banking?

A. Login>>Click on More>>Go in Card Services>> Click on Virtual Debit Cards option>>
Click on Add button to initiate request for New Virtual Debit Card >> Now select the

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 Account number and Card Variant>> Please provide card validity all details and use
Transaction PIN to complete the process.
*Cardholder can set the card usage period as per their wish within the default expiry of 5
years. Please note, once the virtual card is generated the card usage validity cannot be
reduced.

Q. Where my Debit Card will be delivered?

A. Debit Card will be delivered to the communication address that is also displayed
while making the Debit Card request through the application.

Q. My Debit Card is yet not delivered?

A. In case debit card delivery is taking considerably long time you may visit the branch with
the reference number generated at the time of request to track the status of card.

 Commonly faced errors:

Q. What if “911” error comes?

A. Mobile application is not able to get response from Core Banking System. In such
cases please wait for some time till the connectivity is restored.

Q. What if “Host failed to respond” error is encountered or the application takes a long
time to load?
A. This is because of poor or very slow internet connection. Try again with strong internet
connection or you may use hotspot connection also if your mobile network is poor.

Q. What if “Unable to process transaction” is encountered every time on opening an

FD account?
A. Please check if PAN number is updated in your account. Also, check that you are not
initiating FD opening request from an Overdraft (OD) account.

Q. I am not getting option of Debit Card Variant even though I have never availed this
variant with the account selected?
A. One Debit Card variant can be issued only once against a customer id. If it is already
issued against any one account, can’t avail the same variant in other account.

Q. Are there any charges for Mobile Banking?

A. No, it is free of cost for now. But charges related to individual services will be
applicable as per the guidelines.

Q. Is Mobile banking safe to use?

A. Yes, we have implemented latest security standards and continuously upgrading
them to the best of industry standards.

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BOB World Digital Rupee

 Digital Rupee (e₹) is a legal tender issued by the Reserve Bank of India in retail segment has
components based on blockchain technology. Also called the “digital rupee” or e₹, it will offer
features of physical cash like trust, safety and settlement finality with atomicity (i.e. immediate
settlement of transactions) in digital mode. e₹ represents a direct claim on the central bank. It can
be used to carry out transactions or store value digitally, similar to the manner in which currency
notes can be used in physical form.

 Load Wallet: Load your e₹ wallet via linked Bank of Baroda Link account or UPI from any Bank.
 Pay for Goods and Services: Simply scan the e₹ QR code at listed merchants and make instant
payments.
 Send Money Instantly to Friends and Family: You can send e₹ to your friends and family, provided
they have an e₹ Wallet.
 Receive Instant e₹ Payments: Get instant money in your e₹ wallet from friends 24/7 as all
transaction are instant.
 Digital form of physical cash: Digital Rupee is the digital form of physical cash. All denominations
available.
 Pay to Merchants: You can use Digital Rupee to pay merchants using it as a payment option
 Send or receive money instantly: Send or receive money to/from anyone, using their Mobile No. or
QR Code.
 User have to use debit card credential last 6 digit and expiry date of respective account to set Wallet
PIN at a time of Registration.Wallet PIN is having 6 Digit Numeric which is used to Scan and Pay (P2P
& P2M) transfer and redeemed token.For Loading Token through UPI Channel UPI PIN is required
which is validated by Issuer Bank.The conversion rate will be 1 Digital Rupee = 1 Rupee and it will have
the denominations as the physical Rupee i.e. ₹ 1, ₹ 2, ₹ 10, ₹ 20, ₹ 50, ₹ 100 , ₹ 500 and even 50 paise
coins. The e₹ will be held in an e₹ wallet issued by banks like Bank of Baroda.
 "Digital Rupee Application" refers to the Bank of Baroda's mobile application which will facilitate all
Digital Rupee Transactions. Merchant/s" shall mean and include online, mobile app based and offline
merchants who provide goods and services in exchange for payment through Digital Rupee.User shall
mean any person holding an Account with Bank of Baroda who is using the Digital Rupee Application
to undertake transactions (such as fund transfer, purchase of goods and services) using the Digital
Rupee.
 "Digital Rupee Wallet" shall mean the wallet set up during registration on Digital Rupee Application
which shall hold the Digital Rupee(s) loaded or received via a transfer by User. "Wallet Recovery" shall
mean the process of getting access to the existing Digital Rupee Wallet, every time user reinstalls the
App, clears the cache or changes the device using which registration was done

 "Wallet PIN" shall mean the 6 digit security PIN set by the User during registration process, which will
be used to authenticate Digital Rupee Transactions, Wallet Recovery, & Deregistration (x)
"Deregistration" shall mean deletion of Digital Rupee Wallet by the User.

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 Chapter 7

Baroda Gift Card

2.7 An Introduction

Give your loved one something they would love with the Baroda Gift Card.

Baroda Gift Card is ideal gifting solution for marriage, engagement, birthday, Diwali, Holi,
RakshaBandhan, Christmas, and EID and can be used for corporate incentives etc. Now Bank
launched new INR prepaid variants with enhanced features on our foundation day with RUPAY network.
Issuance of existing variant of cards was withdrawn from 09th August, 2020 and issuance of cards from
new prepaid system started from 10th august, 2020

2.8 Features of Gift Card

 Can be purchased by both customers and Non customers of Bank .
 Available as both Physical and Virtual variant.
 Card is a RuPay Platinum Mag stripe card.
 Immediate activation and ready to use on real time basis.
 Card will be valid for a period of one year from the date of activation.
 Card is Non Reloadable in nature and is to be destroyed after exhausting the limit on the
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 card
 Maximum amount that can be loaded on to the card is Rs.10, 000 and minimum load
amount is Rs.500.
 Can be used at all RuPay accepted E Com and POS terminals.
 ATM withdrawal is not allowed.
 Cardholder will be intimated for all transactions on registered mobile number through
SMS
 Retail users can purchase up to 10 gift cards in a year in both physical and virtual forms.
 Corporate customers can purchase any number of cards in any form either physical or
virtual

2.9 Baroda Gift Card – In Brief

✔ Prepaid card require funds to be loaded before making purchases.
✔ Card can be used till available balance.
✔ These cards can be used to make purchases at merchant outlets and online stores, which
accept Visa cards.
✔ The card looks just like any normal credit or debit card, with card number, signature strip
and CVV2.
✔ However, it is not an ATM, debit or credit card. It can only be used till amount is available
on the card. For cashless purchase within India.

2.10 Prepaid card can be issued to anybody with a

✔ Valid Bank of Baroda account

✔ Non customer –card can be purchased after submitting regular KYC documents

2.11 Baroda Gift Card –Important Information

✔ Activation For convenience the card will be activated within 24 hours from the time of
purchase and will be ready for use at merchant outlets.
✔ Pin Mailer personal Identification Number is given in sealed mailer.
✔ A dedicated URL (https://bobapps.yappay.in) is available in all Domain PCs of Bank
through which all branches can issue prepaid cards. There is no requirement of getting
the branch authorized for issuance of cards. From 09th August, 2020, all branches with
Finacle 10 access stand authorized for issuance of RuPay prepaid cards.
✔ Prepaid card will have all the functionalities required for end to end management of cards
through the dedicated URL. The basic lay out of functionalities are Gift card Issuance ,
Reloadable card Issuance , Load or Refund Reloadable card , Manage Customer ,
Revalidation , Replacement ,Inventory Module .
✔ Customer self-service portal: https://bobprepaid.yappay.in
✔ Branch to maintain a separate register to collect sigature of customer before handing
over the sealed welcome kit in case of physical gift card.

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 ✔ Signature acknowledging the receipt of purchaser intimation message can be obtained
from customer in case of virtual gift card.
✔ The maximum amount up to which a corporate customer can purchase gift cards in a
single transaction is Rs.1 crore only and aggregate Rs.10.00 crore in a financial year. If the
purchase in a single transaction surpasses the limit of Rs. 1 crore, then the same is to be
referred to Head Digital Banking through in-charge prepaid cards for approval.
2.12 Charges
Baroda Gift Card Value ( InRs. ) Issuance fee excluding GST ( InRs. )

Between 500/- and 2000/- 50/-

Between 2,001/- and 10,000/- 100/-

Lost Card Replacement Fees 100/-

Lost Card Cancellation Fees 100/-

 Differences between physical and virtual card

 Both the cards are similar in terms of usage and issuance except for a few features which are
detailed below.
 Purchaser needs to provide mobile number along with date of birth of the beneficiary
mandatorily for issuance of virtual Gift card.
 Minimum amount of load is Rs.100.
 Card can only be used at E com websites. As physical form of the card is not present, the card
cannot be used at POS Terminals
 Issuance fee for virtual card is NIL.
 Card holder needs to visit customer service portal as per the link available in prepaid card
section of our banks website to retrieve card details and use the card.
 There will be no replacement in case of virtual card as there is no actual loss of physical card.

Learnings –
✔ Usage of Baroda Gift Cards
✔ Benefits and features of Baroda Gift Cards
Charges for using Baroda Gift Cards

✔ lidBaroda Gift Cards

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 Chapter 8

Baroda Travel Easy Multi Currency Forex Card

EXPLORE A NEW INTERNATIONAL DESTINATION!

An Introduction

Over the years we have witnessed growth of Credit cards and Debit cards as
alternate payment options to conventional Cash, Cheque and Demand Drafts.
Credit card enables the cardholder to purchase goods/services and clear its dues after a
stipulated period. This mode of payment is risk prone for card issuing organization and the high
interest charged on outstanding amount by the card issuer can lead the cardholder into debt trap.
Debit cards are linked to bank account and thus, the purchase amount is instantaneously debited
to the account. Prepaid card are the next new development gaining popularity in Indian market.
These cards are preferred for gift purposes, for making adhoc payments, to protect exposure of
bank account, to use for online purchases, to use as add-on cards etc.

Prepaid Cards are pre-funded cards which the cardholder can use for purchases at merchant
outlets and online shopping. They are usable till balance is available in the card account. Prepaid
cards are available in non-reloadable (use and throw) as well as reloadable (multi use) category
based on the type of card and associated regulation. Prepaid variants which can be used at large
number of merchant locations are called open ended cards and the ones which have accessibility
at select canters/ outlets /CUG are classified under close/semi close cards. Our Bank is granted
permission, by the Reserve Bank of India, to issue open as well as close ended, non-reloadable
and re-loadable prepaid card variants.

Bank has launched foreign currency variant of prepaid cards called ‘Baroda Travel Easy Card' in
USD currency since 27th Aug 2012 from Forex Authorized branches. There after many other
currencies have been added to the Baroda Travel Easy card portfolio.

With the advancements in technology and market changes, Single currency product is withdrawn
from market on 31st may 2020 and a new improved Baroda Multi currency forex card was
launched.

Salient features of Baroda Travel Easy Multi Currency Forex card:

 Card can be issued to both customers and Non customers of Bank.

 Card is a VISA Platinum EMV Chip NFC (contactless) enabled card.
 Card can be loaded with three currencies i.e. USD, GBP & EURO.
 The USP of the card is immediate activation and ready to use on real time basis.
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  Card will be valid for a period of minimum three years from the date of activation or the
date printed on the card whichever is earlier.
 Card is Reloadable in nature and can be reloaded any number of times, within the overall
limit of the customer as per FEMA guidelines.
 Card can be loaded with 10,000 units of currency in a single transaction and up to 25,000
units of forex currency in a day
 Card can be used at all VISA accepted POS / E-Com terminals and ATM machines.
 International ATM withdrawal is allowed up to USD 2,000 per day. Per day limit of E-Com
/ POS transactions is USD 10,000 or equivalent.
 Customer will get SMS alerts for all transactions on registered mobile number.
 To manage various currencies, Baroda Travel Easy Multi currency forex card is supported
with a Baroda Travel Easy mobile application which can be downloaded by customers
from Play store. It allows customer to manage cross currency and also has other value
added services like International ATM locator, finger print based login and lock / unlock
card.
 Live offers from VISA based on location are available on Baroda Travel Easy mobile
application.
 As part of security features, customers can enable or disable ATM / POS / ECOM or all
channels of the card through customer self-service portal or Baroda Travel Easy mobile
application.
 A Retail user can purchase only one card with an ID (Passport) i.e. there can only be one
active card with a person at any given point of time. If the card is lost or damaged, same
will be replaced on the underlying ID.
 Corporate customers can purchase any number of cards subject to completion of Full KYC
of each card holder and fulfilment of KYC / FEMA / Bank guidelines.
Availability:

Baroda Travel Easy Card would be available for issuance at all our 222+ B Category branches
only. Other branches may direct their customers to nearest ‘B’ category branch or approach the
nearest ‘B’ category branch and facilitate issuance of Baroda Travel Easy Multi Currency Card
for their own customers

Card and welcome kit issuance:

Identified branches shall be provided ready to deliver welcome kits containing pre-printed non
personalized Baroda Travel Easy Multi Currency Forex Card, welcome letter with product
features, PIN mailer and terms & conditions for handing over to customer on receipt of requisite

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fees and verification of KYC. The cards would be activated immediately after completion of
verification. Our marketing team will be providing necessary stationary including information
brochure, application form, poster etc. to branches for marketing the cards.

Accounting requirement:

Accounting and reconciliation process is automated to a large extent and Operations team,
based at Digital Department, would co-ordinate the work with service provider/concerned team.

Post sale support:

 Dedicated 24x7 Customer Care team is setup to timely address customer concerns.
 Secured online portal is available to cardholders to view card balance and transaction
details.
 Operations team would provide support to branches/staff members. Branches would be
Free from post-sale support and can concentrate on business development and card
issuance.
Service provider

Customer care Toll free number: 18001039586

Customer care e-mail address: [email protected]

For escalation/specific clarifications on processes, accounting, reconciliation etc. branches are

advised to write to [email protected] or contact 0265 2316 258/2316 255

Scope & Purpose

While travelling abroad people face a lot of financial options available to carry foreign currency.
In the earlier days there were very few options available to customers like Travelers’ Cheque or
cash. These primitive channels bear risk and does not provide flexibility to the customer. But
with the advancement in technology we are now able to address these issue with prepaid travel
cards. These Forex cards are not only safe and secure but also wide accepted. This makes
them very user friendly and easy to use. Also with the growth in economy and increased
disposable income the frequency of foreign trip for business, pleasure, education and medical
treatment has increased manifolds. Thus providing a lucrative business opportunity.

Advantages

The following are the advantages of Baroda TravelEasy Multi Currency Forex Cards to the
customer

 Safe, secure and convenient to use

 No need to carry cash anywhere
 Prevention from foreign currency rate fluctuations
 Card is enabled for online usage too
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  Card accepted on VISA worldwide network
 Low issue and transaction fee as per industry standards

The following are the advantages of Baroda TravelEasy Multi Currency Forex Cards to the Bank

 Cross selling helps in customer need satisfaction and customer retention

 Float income is available with bank
 Exchange fee and issuance charges are earned on every sale
 Profit sharing model with vendor provides additional income

Process flow and job card for issuance and reload are available on intranet.

Prepaid card Portal: For issuance of Baroda Travel Easy Multi currency forex card, a dedicated
prepaid card portal is developed by bank as part of product revamping exercise which will provide
all the functionalities required for prepaid card management with in the branch itself. The portal
provide various functionalities for card management and Branches would be able to carry out the
activities like revalidation, replacement, customer detail update etc., in addition to the normal
activities like card issuance, loading, inventory management etc.

A dedicated URL is made available in all Domain PCs of Bank through which all branches can
issue prepaid cards. Category-B Branches needs to send duly signed and stamped user creation
forms as per the form in for creation of user rights on the portal. A user can either be a maker or
can be checker only. There is no provision for a staff to hold both roles in the portal. Branches are
advised to make note of the same and send user creation forms for prepaid card portal access to
HO prepaid card team accordingly.

Brief Process Flow

Baroda TravelEasy Multi-currency forex card life cycle can be broadly categorized into five
major parts for ease of approach. Each step has its own importance and nuances to handle
within the sub process –

Customer identification, conversion reporting and compliance

 Issuance of Card
 Loading of forex without ADS reporting
 Auto Tax Collection at Source (TCS) on Liberalized Remittance Scheme (LRS)
 Refund of residual Forex amount without ADS reporting

Operational guidelines and process flow of each step is explained in granular level are given
below and usage of each functionality of web portal is provided in Job card.

Customer identification, conversion reporting and compliance:

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 Document Customers Non-Customers

Passport Yes Yes

VISA Yes Yes

Proof of address No Yes

Proof of Identification No Yes

Application Yes Yes

Form A2 Yes Yes

Bank statement of fund transfer No Yes

 Forex cards can be issued to both customer and Non customers, subject to proper KYC
and documentation is conducted before issuance of card. Branches are required to take
following document in case on Customer / Non-Customers –
 A card can be issued to a dependent child or parent or spouse of purchaser after
production of required documents i.e. documents establishing the relationship with the
card holder and card purchaser (whose account will be debited for load/ issuance of card).
 A card can be issued to an employee of corporate client after production of required
documents.
 There is no requirement of separate reporting of forex currency transactions in ADS tool.
System will generate the required reporting entry in back end and corresponding BITTA
entries of BITTA INR debit and BITTA Forex account credit will be handled by system.
 Conversion of currencies takes place as soon as maker submits the entry and the same
cannot be modified. If an exigency arises where the same is to be reversed, the same has
to be done manually in coordination with treasury team at the prevailing market rate and
the exchange loss, if any, has to be borne by customer/branch.
 Each entry has a specific request ID generated which is to be used for tracing/verifying
the entry.
 LRS reporting and other limit checks are incorporated in the system and branch need not
perform any other activities towards issuance of card.

Card issuance:

 Post completion of customer identification and documentation, Forex card will be issued
to customer without any forex amount loaded in the card.
 The card status will be active with forex balance as 0.00
 Each card is uniquely identified and de-duplication check is kept on PAN + passport and
DOB of the customer.
 If a parent wishes to purchase more than one cards, one for himself and other card(s) for
his dependent(s), the same can be done by choosing option of “PAN belongs to”. For
instance, for issuance of card to parent PAN will be selected as “self” whereas for issuance
to dependent child PAN selection will be “FATHER”.
 The same card can be utilized for any number of trips with change of country to be visited.
For each reload request from the customer, option to update trip detail, either existing or
new trip will be available for all reloads.

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  Customer can opt for add on card facility along with the primary card. Add on card can be
activated if the customer loses/damages/expires primary card while on trip. Add on card
will be activated after blocking old card based on request received via registered E Mail.
 There will be NO ISSUANCE IN CASH and a separate collection account is opened in all
branches for the purpose of issuance to non-customers. Clients wishing to purchase our
card who are not BOB account holders needs to credit the amount along with issuance
charges with GST to the branch’s prepaid card collection A/c.
 Once, non-customer is selected under issuance tab for Travel card and prepaid card
collection will get automatically populated by the system as debit account. Branch staff
issuing the card needs to ensure that funds are credited to following account before
issuance/ Reload of the card and the credit details are matching with the one provided in
Application –
Account Name : Prepaid card Collection Account
Account Number : XXXX0015181259
IFSC : BARB0XXXXXX
Mode of transfer allowed: IMPS/NEFT/RTGS/UPI/CHEQUE
Amount to be collected : Load Amount + Issuance fee + GST+ any other charges
 There is no need of separate TM entries to be posted for completion of entry and all the
entries are system driven through APIs. Detailed process flow of issuance is provided in
job card as per Annexure IV
 Customer can use the card immediately after issuance as the same is activated in real
time. It is advised to maintain a separate register at branch level to collect signature of
customer before handing over the sealed welcome kit.
 Card utilization will form part of the card life cycle start and branch has no role until a
query/complaint is received.

Load Forex:

 Card can be loaded by choosing load option from any branch of bank irrespective of the
card issuing base branch.
 Maximum amount permissible to be loaded on the card is based upon the purpose of visit
and trip duration within the overall limit of USD 2,50,000 per customer per year, as per
FEMA act.
 The overall limit with in which the card can be loaded with different currencies is equivalent
in USD overall limit.
 User needs to select Load option under travel card menu option and enter KIT number
through which all the detail from earlier issuance will be auto populated.
 Branch maker will have to select the currency to be loaded and amount, based on which
Currency conversion tax, conversion amount, reload fee, GST and total debit amount will
be auto calculated.
 Process flow that is to be followed in case of reload of card for non-customer is same as
that of customer except for collection of funds in prepaid card collection account prior to
load.
 Only one currency can be loaded at a time and if the customer opts to load, two different
currencies at a time, the same will be counted as two different transactions and branch
user has to perform two loads accordingly.
 Branch needs to proceed for load after ensuring that the fund is received in prepaid card
collection account and also after authenticating the transactions details with the details
submitted in application and supporting documents.
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Tax Collection at Source (TCS) on Liberalized Remittance Scheme (LRS):

 As per the amendment in finance bill 2020, section 206C sub section (1) G, authorized
dealers are liable to collection “Tax Collection at Source” (TCS) for overseas remittances
under LRS.
 Currently, we allow remittances through MCFX card only for purpose code that fall under
Travel purpose. Visit purposes other than Travel will not be allowed to load through MCFX.
Applicable rate of LRS for different Purpose codes is as follows –
LRS Purpose Code Applicable Eligible Limit for Tax
TCS wavier
S0301 – Business Travel 5% None
S0303 – Travel for pilgrimage
S0304 – Travel for Medical Treatment
S0306 – Other Travel
S0305 – travel for education with education 0.5% Tax applicable for amount >
Loan INR 7 Lakhs remitted in a
FY.
S0305 – travel for education without 5% Tax applicable for amount >
education Loan INR 7 Lakhs remitted in a
FY.
 TCS collected from customer will be based on the PAN card linked to the card. Extra
caution will have to be exercised by branch while issuance of card to third party where
PAN belongs to parent or corporate i.e. if a customer wishes to buy a card for his son /
daughter, account of parent is to be used for collecting funds and at the same time, section
under card holder details is to be filled with data of son / daughter. Post successful load,
parent can claim refund of TCS, if applicable, through IT return filling as his own PAN was
linked to issuance.
 Based on the INR conversion amount, purpose of visit and current LRS limit utilized ( as
per input given by branch staff based on customer declaration) TCS amount will be auto
populated and the same will be deducted from customer account while verification of the
load entry.
 TCS can be claimed by customer in the next quarter while submitting their IT returns.
Example on LRS calculation and collection from customer are depicted below –
Example 1 Example 2

Customer is a student with education loan. Rs. Customer is a student without education
5 Lacs is already remitted in current FY. INR loan.Rs. 7 Lacs is already remitted in
conversion amount for current conversion is current FY. INR conversion amount for
Rs. 4.50 Lacs and tax is auto populated as Rs. current conversion is Rs. 1 Lacs and tax
1,250/- as per below calculation – is auto populated as Rs. 5,000/-as per
below calculation –

A) INR conversion Amount = 4, 50,000 A) INR conversion Amount = 1, 00,000

B) LRS Limit Used= 5, 00,000 B) LRS Limit Used = 7, 00,000

C) Limit left = 2, 00,000 (B - 7, 00,000) C) Limit left = 0 (B - 7, 00,000)

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 D) Taxable amount= (C) - (A) D) Taxable amount = (C) - (A)

4, 50,000 – 2, 00,000 = 2, 50,000 1, 00,000 –0 = 1, 00,000

Loan= Yes or No (yes =0.5% No = 5%) Loan= No (yes =0.5% No = 5%)

E) Tax Bracket= 0.5% E) Tax Bracket = 5%

Tax = D * slab Tax = D * slab

2, 50,000 * 0.5% = 1250 1, 00,000 * 5% = 5000

 Further to the above, it is to be noted that TCS collected is not refundable and cannot be
cancelled. If the customer does not use the card abroad for any amount, or if uses the card for
only part amount, TCS collected during load of the card cannot be refunded.
 If the customer does not fall under tax regime or if wishes to get refund of the tax, the same
has to be done by card holder by filling concerned ITR forms. PAN linked to card during
issuance will be acting as identifier for collecting and remitting TCS.

Refund Forex:

 Residual balance left in the Card can be refunded to customer account by choosing refund
option from any branch of bank irrespective of the card issuing base branch.
 Customers are required to submit request for refund within 180 days from the date of
completion of trip with AD if the total residual balance is more than USD 2,000 or equivalent
as per FEMA act. Intimation regarding the same will be sent to customers.
 User needs to select Refund option travel card menu option and enter KIT number through
which all the detail from earlier issuance will be auto populated.
 Customer can opt for partial refund or full refund or full refund with card closure option while
submitting refund request.
 In case of partial refund, any amount less than the total available balance can be refunded to
customer.
 In case of Full refund, amount equal to the total available balance will be refunded to customer.
Customer can further use this card by reloading of money in the card during the card validity
period for further visits by updating trip details and submitting new visa to the branch.
 In case of Full refund with closure, amount equal to the total available balance will be refunded
to customer and card will be permanently closed. Customer will not be able to use the card
any further.
 Branch maker will have to select the currency to be refunded and amount, based on which
Currency conversion tax, conversion amount, reload fee, GST and total debit amount will be
auto calculated.
 Once the maker submits the entry, BITTA flow of Debiting Branch BITTA Forex and crediting
BITTA INR account will be performed by system. This step is similar to ADS reporting and
there is no separate requirement of reporting conversion by branch.
 Once the entry is verified, customer account is credited in INR debiting BITTA INR nullifying
the credit and deficit of fund in BITTA Forex account is nullified by debiting prepaid card pool

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 A/c. In other words, all accounting entries required for refunding of forex card are system driven
and branch need not post any entries.
 Process flow that is to be followed in case of refund for non-customer is in similar manner of
customer except that funds are credited to prepaid card collection account after verification.
Branch needs to perform interbank fund transfer through NEFT/RTGS based on the account
details provided by customer.
 Only one currency can be refunded at a time and if the customer opts to refund, two different
currencies at a time, the same will be counted as two different transactions and branch user
has to perform two refunds accordingly

Rate Finder:
 A New Menu is developed in the prepaid card portal itself where branch users will be able
to know the current prevailing rate for both load and refund of Multi currency forex cards.
 Rate finder menu is available to both maker and checker in prepaid card portal of forex
branches which can be used to advise rates to customers before initiation of load/refund.
 User needs to select, BOBFOREX, currency, and type of transaction to know the rate, and
upon entering the amount, rate will be displayed to user. This rate includes, rate applied
for the transactions, conversion Tax, INR Amount of conversion and Total Amount of
transaction in INR.
 This rate is indicative and final rate applicable for conversion will be displayed to maker
during submission of maker or checker entry. Rate will be fixed and BITA entries will flow
once maker request is submitted.

INR Wallet in the card:

 Bank of Baroda Multi Currency Forex card comes with built in INR wallet which can be used to
transfer residual balance in forex wallet without visiting branch.
 Customers can choose to convert amount available in any of the three forex wallets (USD,
GBP EUR) to INR currency by selecting currency conversion option in Mobile application.
 Card holder will be able to see prevailing rate, conversion fee, conversion tax and other
charges, if any, for the transaction before submitting the conversion request.
 Request amount will be debited from customer forex wallet and INR wallet will be credited in
Live which can be used by customer at any E-Com / POS. The maximum balance that will be
allowed to keep in INR wallet is INR 20,000 at any given point of time.
 The INR wallet can be loaded separately by branch and will be credited only through mobile
app conversions.
 INR wallet conversions can be performed only during permitted hours of RBI in IST whereas
cross currency transactions can be performed at any time of the day.

 Baroda TravelEasy Mobile Application:

Bank has developed Baroda TravelEasy mobile application which can be used by Forex card
holders to manage the card on the go. Major functionalities available to card holder through
mobile app are as follows –

 Finger print login

 Recent Transactions enquiry
 Current Balance in individual wallets of different currencies
 Channel wise card blocking

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 Lock card facility
 ATM locator ( with filters to check wheel chair access and ATMs in airport)
 Cross wallet currency transfer / Exchange Money facility
 Offers from VISA
 Set / Change Card PIN
 Profile updation
 Edit customer profile
 Change app passcode
 FAQ
 Support
Customer Service portal:
A customer service page is included as an integral part of the portal which will help branches to
address complaints or queries within the Turn Around Time (TAT). Customer service portal has
all functionalities embedded in it which will help in reducing TAT. Transactions for which dispute
or charge back has to be raised can be initiated from the portal itself and status of the same can
also be tracked for latest updates.
Further to that, a dedicated customer self-service portal is developed by bank which addresses
major requirements of the customer. If the customer needs additional assistance, one can
contact 24X7 customer help line number or email address printed on the back side of the card.
Detail are as follows –
24X& customer help line Number : 1800 103 9586
E-Mail address of customer Support : [email protected]
Customer self-service portal : https://bobprepaidmcfx.yappay.in
1
MCFX card Ready Reckoner for Branch Staff
1. No of Cards: A person can hold only one card at a time. Passport along with First Name and
Last Name will act as unique identifier for the card.

2. Communication Mobile Number: All OTPS and Messages will be delivered on communication
mobile number. If both are the same, radio button stating mobile number as same is to be
selected.

3. ADS Reporting: There is no ADS reporting required for both load and refund. Based on the
maker entries, BITTA entries will automatically flow in branch BITTA INR and BITTA forex
accounts. There will be no reversal of entries at any cost once submitted. Either branch or
customer has to bear the loss of conversion if incorrect entries are done.

4. DECLINE of transaction: BITTA entries cannot be reversed once the transaction is declined
and the same has to be manually done in co-ordination with TFBO.

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5. Inventory usage: cards can be issued or used only fully acknowledged by both maker and
checker in inventory management option in prepaid card portal.

6. Mobile App conversions: Cross currency allowed at any time and INR only during market
hours as per IST timings. Applicable GST, conversion rate and fee will be displayed to customer
before submission of request. No BITTA entries will flow for mobile app transactions

7. Verification of entries (MOST IMPORTANT): Branch staff has to verify the entry only BITTA
flow is received from treasury. Users should not verify entries before adequate balance is
received from treasury. Balance in INR for load is also to be cross verified in customer account
before verification of entry. If not done, transaction will get failed with error “effective available
balance in BITTA is less than required” and the transaction will have to be reversed manually.

8. Communication with HO team: for any urgent issues, please include name of officer
concerned, contact number, branch SOL, alpha in all mail communications for immediate
resolutions.

9. TCS: tax as per LRS guidelines is collected based on purpose of visit code and it is highly
advised to use correct purpose code as in VISA. For education purpose, extra fields, with loan or
without loan, are to be selected based on which slab will be decided for TCS collection. TCS
collected will not be refunded to customer even if the customer does not use the card. Refunds,
if any, will be through customer individuals IT returns only based on their income declaration
and bank has no role in the same. 10. Maximum Load and Limits: 10,000 units of any currency
can be loaded per transaction with 25000 units limit per day.

ATM withdrawal limit per day: USD2000/EUR1700/GBP1500

POS/ E COM LIMIT per day: USD 10000/EUR 8500/GBP7500 of Baroda Travel Easy Cards

✔ and features of Baroda Travel Easy Cards

✔ Important circulars related to
Baroda Travel Easy Card
✔ Validity for Baroda Gift Cards

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 Chapter 9

Baroda Reloadable Card

2.13 An Introduction of Reloadable Card

In our endeavour to meet customer needs to stay competitive in the market, Bank has launched
Baroda Reloadable card available in INR currency. Card can be reloaded multiple number of
times. This makes it perfect dole out for recurring overheads like pocket money, travel
allowance, daily/monthly wage, meal allowance etc.

2.14 Silent Features

✔ Can be purchased by both customers and Non customers of Bank.
✔ There will be NO ISSUANCE IN CASH and a separate collection account is opened in all branches
for the purpose of issuance to Non Customers
✔ Card is a RuPay Platinum EMV Chip card.
✔ Immediate activation and ready to use on real time basis
✔ Card will be valid for a period of minimum three years from the date of activation or the date
printed on the card whichever is earlier.
✔ Maximum amount that can be loaded on to the card is Rs.1,00, 000 at a time
✔ Card is Reloadable in nature and can be reloaded any number of times, within the overall limit of
the card i.e. balance in the card cannot be more than 1 Lack at any point of time.
✔ Card can be used at all RuPay accepted E Com and POS terminals and ATM machines
✔ ATM withdrawal is allowed.
✔ Cardholder will be intimated for all transactions on registered mobile number through SMS
✔ A Retail user can purchase only one card i.e. there can only be one active card with a person at
any given point of time. If the card is lost or damaged, same will be replaced on the ID.
✔ Corporate customers can purchase any number of cards subject to completion of Full KYC of each
card holder.
✔ SMS alert facility will be made available to notify activation & expiry etc.
✔ Card holder will have access to 24X7 customer care team as well as secured online portal
for viewing their card balance and transaction details.
✔ Accounting reconciliation and customer support shall be provided by the operations
team at Digital Banking Department BCC in collaboration with service provider
✔ Cardholder can check available balance and/or transaction details online
through https://bobprepaid.enstage.com/prepaid/cms/customer/index.jsp
Schedule of Charges

S. No. Type of Charges Amount (Rs. )

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1 Issuance Fee 100/-
2 Annual Maintenance Fee ( Re load ) NIL
3 Replacement Card Fee 100/-
Lost/Stolen/Damaged/Expired
4 ATM Withdrawal Fee 22/-
5 ATM Balance Enquiry Fee 12/-
6 PIN Lost ( PIN reset ) 100/-
✔ Card
✔ Benefits and features of Baroda Reloadable
Card
✔ Important circulars related to Baroda
Reloadable Card

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 Chapter 10

Baroda Fastag (NETC- National Electronic Toll Collection)

2.15 Introduction of Fastag

Government of India has undertaken an initiative to build India’s highway network. This
emphasises the need for instituting toll collection points on large scale, which leads to a
framework for creating an automated and interoperable electronic tolling structure across the
country’s highway network. For providing a composite solution on Electronic Toll collection,
National Highways Authority of India (NHAI) & Indian Highway Management Company Ltd.
(HMCL) have authorized NPCI.
In our pursuit to enhance Customer Convenience, we have started with NETC. This will enable
the customers hassle free toll payment service by just affixing the Baroda FASTag (based on radio-
frequency identification technology (RFID)) on a vehicle’s windscreen, the amount of toll will be
automatically debited from the tag balance of the customer.

2.16 Features of Fastag

✔ Cash free payment of toll charges.
✔ SMS alerts are issued on payment of toll charges or when the balance becomes low
etc.
✔ Ease of payments, no need to worry about change.
✔ Can avoid long queues at tolls during festive times.
✔ Separate Lane on Toll Plazas
✔ Dedicated 24 x 7 Customer Care Support on 18001034568
✔ Saves Fuel and Time
✔ Online Portal for customers
✔ Baroda FASTag has a validity of 5 years and after purchasing it
✔ Available for any individual/Corporate for both customers and non-customers.
✔ Apply Online for FASTag through Bank’s website and bobworld application.
✔ Missed call facility on 8882510965 for balance enquiry of vehicle.

You need to submit the following documents along with the application for Baroda FASTag:
1. Registration Certificate (RC) of the vehicle.
2. Passport size photograph of the vehicle owner.
3. KYC documents as per the category of the vehicle owner:
83
 4. Photograph of the vehicle with tax affixed on it.

INDIVIDUAL CUSTOMERS One passport size photograph and ID proof & Address proof from the
list mentioned below:
S. No. Document ID & Address Proof ID Proof only

1 Driving License o

2 Passport o

3 Aadhaar o

4 Voter ID o

5 PAN Card o

FASTag Balance inquiry through Missed Call

 Mobile no 8882510965 should be dialled from registered mobile no.
 The FASTag account/ CUG wallet balance will be fetched and sent as SMS to the customer
registered SMS.
FASTag Recharge -
Customer can recharge through customer portal using Debit Card/ Credit Card Internet Banking
 Login to the Baroda FASTag customer portal.
 Click on the payment option, select Tag A/c no or CUG wallet, Select the Payment option (credit
card, Debit card, internet Banking) and complete the process of recharge by selecting the mode
of payment.

Other options of recharge:

 Baroda M-Connect plus
 UPI application of all bank
 Mobile banking/Internet Banking of all other banks using BBPS services
 Any POS agent
FASTag charges
Issuance Fees – Rs 100 (inclusive of GST)
Replacement fees – Rs 50+ GST
Minimum first recharge
Vehicle Class Description Tag Deposit (Rs.)
Amount (Rs.)
4 Car/Jeep/Van 50.00 NIL
Light Commercial vehicle
5 50.00 NIL
2-axle
7 Bus 2-axle 100.00 300.00

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6 Bus 3-axle 100.00 300.00
5 Mini-Bus 100.00 300.00
7 Truck 2 – axle 100.00 300.00
6 Truck 3 – axle 100.00 300.00
12 Truck 4 – axle 100.00 300.00
12 Truck 5 – axle 100.00 300.00
12 Truck 6 – axle 100.00 300.00
Truck Multi axle ( 7 and
15 100.00 300.00
above)
16 Earth Moving Machinery 100.00 300.00
Latest Updates about FASTag :https://fastag.bankofbaroda.com/Pages/Common/FAQ.aspx

Gist of Circular

Circular Number Date Subject

HO:BR:111:153 14-06-2019 Revised fee structure for Staff

HO:BR:110:121 16-07-2018 Launch of National Electronic Toll Collection(NETC)

HO:BR:112:345 19-08-2020 Master Circular- Baroda FASTag

BCC:BR:115:106 17.02.2023 Revision in Minimum first recharge & tag deposit amount for
Car/Jeep & LCV

85
 Chapter 11

ATMs and Cash Recycler

Introduction of ATM/Cash Dispensers

Our Bank’s widespread network of ATMs / Cash Dispensers makes it easy and
convenient for customers to bank 24 hours a day. With more than 10017 ATMs set-up
across pan India, we ensure that you are never too far from an ATM. User-friendly
graphic screens and easy to follow instructions in a language of your choice makes our
ATM Banking a smooth experience. Bank of Baroda has partnered with National Financial
Switch (NFS), Visa and MasterCard. Therefore, Debit / ATM card issued by members of
NFS, Visa and MasterCard are accepted at our all ATMs. Cash withdrawal limit from ATM
is maximum Rs. 1,00,000/- and maximum 10 withdrawal transactions depending upon
the card variant.

2.17 SERVICE AVAILABLE

Following services are available on our ATMs to our Saving Bank account holders:

 Cash withdrawal
 Balance Enquiry
 PIN Change
 Mini Statement
 Manage Debit card
 Mobile Banking Registration/De-registration
 Card to card fund transfer
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  NEFT remittance
 India First Life Insurance Premium payment
 Direct Tax Payment
 Gujarat Urja Utility Bill Payment
 Cheque Book Request
 Green PIN Facility for ATM PIN regeneration
 Cash on Mobile

Other Bank (member of NFS) Customers can also use our ATMs for 5 basic functionalities –

 Cash withdrawal
 PIN Change
 Balance Enquiry
 Mini Statement
 Mobile banking registration/de-registration etc.

Applicable Charges as decided by other Issuer Bank shall apply.

2.18 BNA/Cash Recyclers

Our Bank’s widespread network of Cash Recyclers makes it easy and convenient for customers
to bank 24 hours a day. With more than 1629 Cash Recyclers set-up across pan India,

The Cash Recycler machine (CR) is a self-service terminal that enables us to make deposit
and withdrawal transactions of cash. All successful transactions are immediately credited or
debited in real time and customers will be issued an acknowledgment slip confirming the
transaction.

87
A person having Debit Card can use the CR machine for withdrawal, however to use the CR
machine for depositing the Cash, customers need to have either his/her Bank of Baroda debit
card or to know beneficiary’s account number in Bank of Baroda. The transaction receipt
also gives you your updated account balance information.

Salient functionalities available in Cash Recyclers are as follows:

Cash Deposit condition for customers

 Daily transaction limit for account without PAN (Permanent Account Number)
registered in CBS is Rs. 49,900/-. There is no restriction on number of transactions of
cash deposit till daily limit of Rs. 49,900/- is reached. This limit also includes the cash
deposited over the counter at the branches.
❖ Daily transaction limit with PAN registered in CBS is Rs. 2,00,000/- without any
restriction on number of transactions. This limit also includes the cash deposited over
the counter at the branches.

Cash Deposit without Card Transaction

❖ Cash Recycler machine facilitates customer to deposit the Cash in Savings / Current /
Cash Credit / Overdraft account by giving the account number (Card-less
Transaction), where per transaction and per day limit is of Rs. 20,000/- subject to
daily transaction limit without PAN (Permanent Account Number) registered in CBS
of Rs. 49,900/-.

Cash Withdrawal
This facility is exactly like ATM operations and available with Debit / ATM Card only. The
Cash Recycler dispenses cash deposited by customers using Cash Acceptor facility.
❖ Other Bank customers having Debit / ATM Card can also use Cash Recycler for Cash
Withdrawal only.
Maximum cash withdrawal limit per transaction for our Customer is Rs. 15,000/-,
however per day Cash withdrawal limit is as per the variant of Debit Card.
Managed Service Migration
 Bank has outsourced the Managed Services for CAPEX ATMs/Cash Recyclers and Site
construction for ATMs. Bank has now identified 3 new Managed Services vendors M/s
AGS, M/s HITACHI, and M/s FSS.

REDRESSAL OF CUSTOMER COMPLAINTS TOWARDS FAILED ATM TRANSACTIONS

● The RBI guidelines for compulsory reimbursement to the customers towards wrongful
debits in customer account on account of failed ATM transaction not resolved within a
maximum period of 5 calendar days from the date of receipt of customer complaints. In
terms of extant guidelines bank has to pay penalty of Rs.100/- per day to the aggrieved

88
 customer, in case of failure to redress and re-credit the customer’s account within -5-
calendar days from the date of receipt of complaints.

3.0 Latest Security feature in ATMs/CRs :

 EMV: As per RBI guidelines all ATMs have to be EMV compliant, An ATM which has been
upgraded now informs the user that it accepts EMV chip cards. On inserting a debit card,
the machine secures the card in place till the money is withdrawn. This is to read the chip
on it during the course of transaction, similar to card readers at places of business. The
ATM latches on to the card so that customer does not remove it, disrupting the
transaction.
 Anti-skimming Device: The Reserve Bank of India had asked banks to install anti-
skimming devices at automated teller machines (ATMs) after many cases of card-
skimming were reported. Fraudsters attach ATM skimmers over the card slot of a cash
machine. These devices have the capability of ‘reading’ information from the card’s
magnetic stripe and then either store or transmit the information to the fraudster, who
then clones the card using the information. Anti-skimming devices send out signals to
base 24 switch and put the machine to out of service and customer transactions are
stopped and overall card skimming is prevented.

 Terminal Security Solution: Terminal Security Solution (TSS) has been implemented on all
the ATMs as per RBI directives. TSS has three components-
o Intrusion protection
o Access protection
o Hard disk encryption
TSS safeguards the machine from any malware attack and unauthorised access.

4.0 Branch’s roles and responsibility with respect to ATM Operations:

 Branch official to visit in the ATM premises on regular basis and make sure that ATM is
functional.
 Branch official can take help of their ECM in case of any support required.
 Branch official should maintain the look and feel in the ATM premises and should check
the following :
(i) E-surveillance
(ii) Loose wiring
(iii) Concealing of LAN port and conduting of LAN cable
(iv) ensure that ATM power socket is shifted inside the back room/branch
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 (v) Lights/AC/UPS/Battery working condition
(vi) Proper display of latest and time to time removal of obsolete marketing material
of bank
Complete responsibilities are mentioned in our letter address to all the Zonal /regional head
(HO:DB: ATM:112/336, Date : 19.10.2019)

 Following is the list of some basic issues faced by customers and the support which can
be given by branch officials:

Sr. Technical Decline Actions to be taken Step by step procedures to handle the
No by branches issue when transaction goes failed

1 SYSTEM ERROR Contact ECM for Branch should contact to ECM for
issue redressal resolution of the same

2 CONTACT CARD Contact ECM for Branch should contact to ECM for
ISSUER issue redressal resolution of the same

3 EXTERNAL DECLINE Contact ECM for Branch should contact to ECM for
issue redressal resolution of the same

4 NETWORK ISSUE Contact ECM for Branch should contact to ECM for
(ATM OUT OF issue redressal resolution of the same
SERVICE)

Business decline Actions to be taken by Step by step procedures to handle the

branches issue when transaction goes failed
1 PIN TRIES EXCEEDED Not applicable Branch must educate and help customer
to generate the Green PIN
2 EXPIRED CARD Branch must display Branch should apply new debit card for
notice not to use the customer or educate customer to
expired cards on ATM apply debit card through new mobile
banking application
3 INVALID PIN Branch must educate Branch must educate and help
customers to generate customer to generate the Green PIN
PIN through Green PIN
functionality

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4 INSUFFICIENT Branch must educate Customer should first check their
FUNDS NO AMOUNT customers to adhere balance and withdraw accordingly
with the policies of
minimum balance
according to their
account type , if
applicable
5 INSUFFICIENT Branches may check Customer should first check their
FUNDS WITH the account balance balance and withdraw accordingly
AMOUNT on request of the
customer.
6 WITHDRAWAL LIMIT Branches must display Branches must display withdrawal limit
EXCEEDED withdrawal limit of of respective card variants on their
respective card notice boards
variants on their
notice boards
7 TRANSACTION Branches must display Branches must display withdrawal limit
BLOCKED DUE TO withdrawal limit of of respective card variants on their
LIMIT SET BY BANK respective card notice boards
EXCEED variants on their
notice boards
8 TRANSACTION Branches must display Branches must display the
AMOUNT OTHER the denomination of denomination of currency notes in ATM
THAN SPECIFIED currency notes in ATM based on the availability of currency
DENOMINATION based on the notes present in the ATM
availability of currency
notes present in the
ATM

Learnings –
✔ Basic of ATM and Cash Recycler
machines

91
 ✔ Benefits and features available in ATMs
and Cash Recyclers machines.
✔ Important circulars related to ATMs
and Cash Recycler machine

Chapter 12

Baroda Debit Cards

Bank of Baroda International Debit Card enables you to access over Bank of Baroda
Interconnected ATMs spread across major centres in the country, and 118,000+ ATMs of member
banks of National Financial Switch in India and multimillion ATMs worldwide.

These cards also provide you convenience of usage at literally all major merchant outlets in India
and abroad. Enjoy the convenience of cash-less purchasing power without the fear of overdrawing
your account. We offer wide range of chip based debit cards to suit growing requirements and
lifestyle.

Key Benefits and Features of Debit Card

 Merchant shops, it can also serve as your electronic purse, and money gets debited instantly
from your account, as you pay.
 The Card allows you to get mini-statements from Bank of Baroda ATMs, or to check the
balance in your account, avoiding visits to even our nearest branches.
 The Card is accepted at over 3,50,000 Point-of-Sales (POS) in India and around 29 million
globally, which display the VISA/ Master / Rupay sign Depending upon card variant.
 In the event of loss or theft of your Bank of Baroda International Debit Card or for any kind of
assistance, please take advantage of our 24-hour help line by calling us at Toll Free No. 1800
5700.
 For more information visit https://www.bankofbaroda.in/debit-cards.htm

Eligible Mode of Operation for Debit Card Issuance

Consumer Debit Card can be issued in Individual accounts (including NRE & NRO) having mode
of operation as “Self”, “Either or Survivor”, “Anyone or Survivor” and “Sole Proprietor”.

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Baroda Visa Vyapaar Debit Card can be issued to individuals and to Private Limited Companies,
Public Limited Companies and Partnership Firms under specific scheme codes with below
mentioned mode of operations:
1. Self
2. Sole Proprietor
3. Any One Partner
4. Any One Director
5. Chairman
6. Managing Director
7. Authorised Signatory

Baroda VISA Classic Debit Card

Eligibility: All customers who are eligible to operate the account individually

Features:

1. Domestic & International usage.

2. ATM Cash withdrawal Limit: Rs.25,000/-
3. Daily POS/ECOM limit: Rs.50,000/-.
4. Withdrawal Frequency is 04.
5. Contactless POS transactions allowed.
6. Maximum per contactless transaction limit without PIN at POS up to Rs. 5,000.

Baroda VISA Platinum DI Contactless Debit Card

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Eligibility: All customers who are eligible to operate the account individually

Features:

 Domestic as well as International usage is enabled.

 Daily cash withdrawal is Rs. 50,000.
 Withdrawal Frequency - 10.
 Daily POS/ECOM limit Rs. 2 lac.
 Attractive offers on activation and usage.
 Contactless POS transactions allowed.
 Maximum per contactless transaction limit without PIN at POS up to Rs. 5,000.
 Withdrawal Frequency is 10.

Baroda Master Card Classic Debit Card

Eligibility:

 All customers who are eligible to operate the account individually

Feature:
 Domestic & International usage.
 ATM Cash withdrawal Limit: Rs.25,000/-.
 Daily POS/ECOM limit: Rs.50,000/-.
 Withdrawal Frequency is 04.
 Contactless POS transactions allowed.
 Maximum per contactless transaction limit without PIN at POS up to Rs. 5,000.

Baroda Master Platinum DI Contactless Debit Card

94
Eligibility:

 All customers who are eligible to operate the account individually

Feature:

 Domestic & International usage.

 ATM Cash withdrawal Limit: Rs.50,000/-.
 Daily POS/ECOM limit: Rs.1,00,000/-.
 Withdrawal Frequency is 10.
 Contactless POS transactions allowed.
 Maximum per contactless transaction limit without PIN at POS up to Rs. 5,000.

Baroda RuPay Classic Debit Card (NCMC)

Eligibility:

 All customers who are eligible to operate the account individually

Feature:

 Domestic usage only.

 ATM Cash withdrawal Limit : Rs.25,000/-.
 Daily POS/ECOM limit: Rs.50,000/-.
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  Withdrawal Frequency is 04.

Baroda RuPay Platinum International Debit card (NCMC)

Eligibility:
 Domestic & International usage.
 All customers who are eligible to operate the account individually.

Feature:

 ATM Cash withdrawal Limit: Rs. 50,000/-.

 Daily POS/ECOM limit: Rs. 1,00,000/-.
 Withdrawal Frequency is 10.
 Contactless POS transactions allowed.
 Maximum per contactless transaction limit without PIN at POS up to Rs. 5,000.
 Offline NCMC transactions (Metro, Bus etc.), up to Rs. 2,000/-

RuPay Select DI (NCMC)

• This is a premium debit card.

• Domestic as well as International usage is enabled.

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 • Daily cash withdrawal is Rs. 1,50,000.
• Daily withdrawal Frequency - 10.
• Daily POS/ECOM limit Rs. 5 lac.
• Domestic & International usage.
• Contactless per transaction limit without PIN at POS up to Rs. 5,000.
• Max limit per Contactless transaction without PIN Rs. 5,000/-.
• Issuance Fee: Rs. 500/- + taxes
 Annual Fee: Rs. 500/- + taxes (from second year)
 Offline NCMC transactions (Metro, Bus etc.), up to Rs. 2,000/-

Other Features:

1. Personal Accident and Total Disability Cover – 10 Lac.

2. Free Domestic and International Airport Lounge Access.
3. Complimentary 01 Spa session free at O2/Aromathai/Four Fountain/Kairali Ayuvedic.
4. Complimentary Membership in Gold’s Gym/Talwalkar Gym
5. Discounted access to Golf session.
6. Complementary/Discounted health check-up facility – SRL Diagnostic/Thyrocare

Baroda Deposit Card

Our Bank has introduced Baroda Deposit Card for our corporate customers maintaining Current
account, Cash Credit, Overdraft accounts to deposit cash through Cash Recyclers. The corporate
customer can utilize the cash deposit facility using Cash recycler’s machines with this card.
Customer can be issued up to 10 deposit cards per account.

Eligibility: Only CA, CC and OD accounts (other than individual and sole proprietorship accounts
are eligible.

Previous Conditions for deposit of cash in recycler machine with and without debit card:

 Deposit Cash amount of Rs. 20,000/- to any account without any debit card
in cash recycler machine.
 Max Rs. 2 Lakh if PAN is available in the account (OLD limit).
 Can Deposit Rs. 49,900/- when having Debit Card of the account holder.

This card is apparently similar to a Debit Card but it can be used only for depositing cash in a
designated accounts. It will be issued to Non-individual Customer on specific request.

97
Limits:

 Withdrawal: Card will be having Zero Cash withdrawal/purchase limit

through POS & E commerce.
 Cash Deposit: Maximum Cash that can be deposited in a day is Rs 5,00,000
per account which can be enhanced as per Business Requirement.
 No of Add on Cards: Maximum 10 Baroda Deposit Card can be issued for
an account.

Usage: Card can be used only at Bank of Baroda Cash recyclers for Pin change & Cash deposit
facility.

Charges: Annual Charges (Rs. 150 +18% GST) per card shall be recovered from card holder in
line with other existing debit card variants.

Baroda RuPay Mudra Card

Bank has launched Baroda Mudra Card on 02.01.2016 in pursuit to offer better banking facilities
to borrowers who avail Working Capital facilities under Pradhan Mantri MUDRA Yojana (PMMY).
The card is envisaged to meet the requirements of MUDRA customers to use alternate delivery
channels like ATMs for cash withdrawal and also POS usage.

At present the Card can be used at ATM and POS only with a provision for allowing Online
purchases to be considered at a later date. This will ensure availability of funds 24x7 to borrowers
any time as per their needs, without visiting the branches.

Profile of Baroda MUDRA Card:

 Baroda MUDRA Card is exclusively for PMMY borrowers enjoying Working Capital limits
under all three segments of PMMY viz. SHISHU, KITSHORE, TARUN.
 The card is RuPay enabled and is linked to PMMY/ CC/OD accounts to be used at our
Bank's ATM network and NFS member ATMs in India.
 Card can also be used at selected RuPay enabled POS outlets (as identified by NPCI).
 This card is EMV chip card which can be operated through PIN at ATMs and POS.
 Card can be issued to PMMY customers, on request, who will be availing Working Capital
facilities.
 Withdrawal through Baroda MUDRA Card is restricted up to Drawing Power within the
overall operating limit as per the extant guidelines applicable under PMMY scheme,

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  Further, withdrawal through Baroda MUDRA Card is restricted up to Rs.5000/- per day with
maximum 4 number of withdrawal from our Bank's ATM and from other Bank's ATM and for
purchases up to Rs.5000/- per day at POS. (subject to balance available in the account).

RuPay National Common Mobility Card (NCMC) Debit cum Prepaid Card

This card can be used for transit payments (Bus, Metro, Cab etc.) toll, parking, small value offline
retail payments having NCMC specification terminal as well as normal day to day cash withdrawal
and retail payments – POS and e-commerce.

Card limits:

ATM: Cash Withdrawal

 Maximum per day limit Rs. 50,000

 Maximum per transaction limit on our ATM Rs. 15,000 except RuPay Mudra
Card
 Maximum per transaction limit on other Bank’s ATM Rs. 10,000
 Maximum no of cash withdrawals allowed per day 10

POS:

 Maximum per day limits at POS (Inclusive of NFC & e-commerce

transactions): Rs. 1,00,000
 Maximum per transaction limit using Contactless mode: Rs. 5,000
 Total Count of purchases at POS in a day using: Contactless mode (NFC i.e.
Near Field Communication): 10
 Contactless POS transactions allowed.
 Maximum per contactless transaction limit without PIN at POS up to Rs.
5,000.
 Offline NCMC transactions (Metro, Bus etc.), up to Rs. 2,000/-.

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Baroda World Radiance (Master Card Contactless) Debit Card

Eligibility:

 Targeted For HNI customer maintaining QAB of Rs 50 lacs and above

Features:

1. Domestic as well as International Usage

2. Daily ATM Cash withdrawal limit is Rs 2 lacs
3. Daily POS/e-commerce transaction limit is Rs 5 lacs
4. Free domestic airport lounge access.
5. Contactless POS transactions allowed.
6. Maximum per contactless transaction limit without PIN at POS up to Rs. 5,000.

Baroda VISA Vyapaar Card

In pursuit to broaden product range and to provide alternatives to customers, Visa Vyapaar Debit
Card has been introduced. This is a premium debit card with higher transaction limits that is to be
exclusively issued to specific current account holders only.

Eligibility: Issued to Individuals, Private Limited Companies, Public Limited Companies and
Partnership Firms current account holders – CA101, CA107, CA108, CA124, CA127 & CA128
with specific mode of operations.

Features:

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  Cash withdrawal Rs. 2,00,000/- per day from ATM.
 Purchase limit of Rs. 5,00,000/- per day (POS/eCom).
 Card can be used for domestic as well as international transactions.
 Contactless POS transactions allowed.
 Maximum per contactless transaction limit without PIN at POS up to Rs.
5,000.
 Cash Deposit limit of Rs. 3,00,000/- per day.
 Withdrawal Frequency: 20

Bob World Opulence (VISA Infinite) Card

Eligibility: Individuals maintaining Savings Bank Account and Current Account with our Bank
under scheme codes mentioned above in which QAB of Rs.10,00,000/- maintained.

Debit card issuance allowed for mode of operation as “Self” or “Either or Survivor” or “Anyone or
Survivor” in SB scheme codes and “Proprietor” in Current account scheme codes.”

Features:

 Cash withdrawal Rs. 5,00,000/- per day from ATM.

 Cash Withdrawal Frequency: 50
 Purchase limit of Rs. 10,00,000/- per day (POS/eCom).
 Card can be used for domestic as well as international transactions.
 Contactless POS transactions allowed.
 Maximum per contactless transaction limit without PIN at POS up to Rs. 5,000.
 No. of daily Contactless txn Limit - 10

Other Benefits:

 Complimentary Airport Pickup and Drop Service

 Unlimited International Airport Lounge Visits
 Unlimited Domestic Airport Lounge Access
 Complimentary Club Marriott Membership for a year
 Golf Programme: Complimentary sessions at select Golf courses
 Health and Wellness benefits - Discounts/Vouchers/Memberships on select brands
 Complimentary dining benefits and curated experiences at select hotels
 Offers from Premium Brands: such as Satya Paul, Truefitt & Hill, Brooks Brothers and
 House of Masaba
 Room upgrades, late checkouts, complimentary benefits at select hotels, which are a part
 of the Visa Luxury Hotel Collection
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  Higher Spending Limits on ATM, POS and E-Commerce transactions

bob World Sapphire (VISA Signature) Card Male:

bob World Sapphire (VISA Signature) Card Female:

Eligibility: Individuals maintaining Savings Bank Account and Current Account with our Bank
under scheme codes mentioned above and in other scheme codes of Savings and Current
accounts in which QAB of Rs. 10,000/- maintained. Debit card issuance allowed for mode of
operation as "Self" or "Either or Survivor" or "Anyone or Survivor" in SB scheme codes and
"Proprietor" in Current account scheme codes.

Features:

 Cash withdrawal Rs. 2,00,000/- per day from ATM.

 Cash Withdrawal Frequency: 50
 Purchase limit of Rs. 5,00,000/- per day (POS/eCom).
 Card can be used for domestic as well as international transactions.
 Contactless POS transactions allowed.
 Maximum per contactless transaction limit without PIN at POS up to Rs. 5,000.
 No. of daily Contactless txn Limit - 10

Other Benefits:

 Complimentary Airport Pickup and Drop Service

 Complimentary Domestic Airport Lounge Access
 Rs. 750/- welcome voucher from Lifestyle brand
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  Offers from Premium Brands: such as Satya Paul, Truefitt & Hill and House of Masaba
 Room upgrades, late checkouts, complimentary benefits at select hotels, which are a part
 of the Visa Luxury Hotel Collection
 Additional Benefits of bob World Sapphire - Male:
 Get 50% off on 'Arvind Fashions'
 Get 10% off on the Minimum Order Value of Rs. 2000/- on 'Rare Rabbit'.
 Get additional 10% off on 'Raymonds Online Store'
 Additional Benefits of bob world Sapphire- Female:
 Get 15% off on all transactions at Kalki Fashion online store.
 Get FLAT Rs.750/- Off on purchase of Rs.5000/- & above on 'Label Ritu Kumar'.
 Get 10% off on minimum cart value of Rs. 995/- on 'Sonata'

bob World Yodha (NCMC):

Features:

 This is a premium debit card issued to SB186 free of cost.

 Domestic as well as International usage is enabled.
 Daily cash withdrawal is Rs. 1,50,000.
 Daily withdrawal Frequency - 10.
 Daily POS/ECOM limit Rs. 5 lac.
 Domestic & International usage.
 Contactless per transaction limit without PIN at POS up to Rs. 5,000.
 Max limit per Contactless transaction without PIN Rs. 5,000/-.
 Offline NCMC transactions (Metro, Bus etc.), up to Rs. 2,000/-

Baroda RuPay Agniveer (NCMC):

103
Features:

 This is a premium debit card issued to specific constitution codes of SB186.

 Cash withdrawal Rs. 50,000/- per day from ATM.
 Cash Withdrawal Frequency: 10
 Purchase limit of Rs. 1,00,000/- per day (POS/eCom).
 Card can be used for domestic as well as international transactions.
 Contactless POS transactions allowed.
 Maximum per contactless transaction limit without PIN at POS up to Rs. 5,000.
 Offline NCMC transactions (Metro, Bus etc.), up to Rs. 2,000/-.

OTHER INFORMATION ON DEBIT CARD USAGE

Recently, to improve user convenience and increase the security of card transactions, RBI has
issued following guidelines vide its circular ref no. DPSS.CO.PD No.1343/02.14.003/2019-20
dated 15th Jan 2020 -

 At the time of issue / re-issue / renewal, all the debit card will be enabled for use only at
contact-based points of usage [viz. ATMs and Point of Sale (PoS) devices] within India.
 Existing cards which have never been used for Online / International / Contactless
transactions shall be mandatorily disabled for this purpose.

Hence, to comply with the RBI guidelines mentioned in the above circular and to prevent the
cardholder from any fraud, Bank has made the following changes in the Debit Card issuance /
usage (refer circular ref no. BCC:BR:112:401 dated 9th Oct 2020) –

 All the new card issued after 9th October 2020 are enabled only for use at ATM and POS
terminal.
 Disablement of Online / International / Contactless transaction for the existing cardholders
which have never been used these facilities.

Customer can enable Debit Card for Domestic Online and International transactions using
IVR (1800 5700) or BOB ATM or bob World (Mobile Banking App) and bob World Internet
(Internet Banking).

Domestic - Number of free transactions on other Bank’s ATMS

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  Number of mandatory free ATM transactions for savings bank account customers at other
bank’s ATMs is three transactions per month (inclusive of both financial and non-financial
transactions) for transactions done at the ATMs located in the six metro centres, viz.
Mumbai, New Delhi, Chennai, Kolkata, Bengaluru and Hyderabad.
 Except the six metros mentioned above there will be five free transactions per month
(financial or non-financial) at all other centres for Savings Bank customers, as existing.
 There is no restriction for using our bank ATM by our customers up to permissible number
of transactions as per card variant.
 For SB account holders above five free txn on ONUS Bank ATM:

 Financial txn: Rs. 10 + GST. (w.e.f 01-06-2022)

 Non-financial txn: Rs. 05 + GST. (w.e.f 01-06-2022)

 The charges that shall be levied to the Savings Bank Account Customer after permissible
free transactions on other Bank’s ATMs are as under –
o Rs. 21/- plus GST per transaction for Financial Transaction.
o Rs.11/- plus GST per transaction for Non-Financial Transaction.
 For current/ Overdraft account holder: Rs. 21/- plus Tax for every Financial transaction
and Rs.11/- plus tax per transaction for Non-Financial Transaction; No transactions are
free for these account holders for usage of Debit Card on other Bank’s ATMs.
 Fee / Penalty for decline of Debit Card Transactions due to insufficient fund in the account
(ONUS & OFFUS Transactions, w.e.f. 1st August 2020): Rs.20/- per declined transactions.
(BSBD Accounts-Fee/Penalty Exempted)

ATM International Usage charges

No ATM cash withdrawal transactions are free in overseas. Charges for International
Transactions are as under -

 For Financial transactions:

o Classic Variant: Rs. 250+GST
o Platinum Variant: Rs. 450+GST
 For Non-Financial transactions: Rs. 30+GST

Debit card Hot-listing/Blocking

In case of card lost, the customer should immediately get it blocked through following modes –
A. Self Service Channel – Instant 24X7 Debit Card Blocking option
+
B. Assisted Channel
+
In addition to this customer can set limit (from 0 to maximum limit of Debit Card variant) for ATM
and POS / E-Com transaction using IVR (1800 5700) or BOB ATM or bob World (Mobile Banking
App) or bob World Internet (Internet Banking).

Different variants of Debit cards in our Bank

** Baroda RuPay Champ Combined limit including ATM/POS/Ecom is 3000.

105
 Withdrawal limit per transaction from Bank of Baroda ATM: 15000/-.
Sr. Variant Name Withdrawal Daily Limit Daily International Contactless
No. Frequency Cash Limit Usage Usage
Withdrawal (POS/ E- (Yes/No) (Yes/No)
com)
1 RuPay Select 20 1,50,000 5,00,000 YES NO

2 RuPay Platinum 10 50,000 1,00,000 YES NO

3 RuPay Classic 4 25,000 50,000 NO NO
4 RuPay PMJDY 4 25,000 50,000 NO NO
5 RuPay Bhamashah 4 25,000 50,000 NO NO
6 RuPay Samagra 4 25,000 50,000 NO NO
7 RuPay BKCC 4 25,000 50,000 NO NO
8 RuPay Mudra 4 5,000 5,000 NO NO
(Kishore, Shishu &
Tarun)
9 IFFCO co-branded 25,000 50,000 NO NO
RuPay Classic
10 RuPay NCMC 10 50,000 1,00,000 NO YES
qSparc Domestic
11 Baroda RuPay 3,000 3,000 NO NO
Classic Champ**
12 Visa Platinum 10 50,000 2,00,000 YES NO
13 Visa Platinum DI 10 50,000 2,00,000 YES YES
Contactless
14 Visa Contactless 10 50,000 2,00,000 YES YES
15 Visa Classic 4 25,000 50,000 NO NO
16 Baroda VISA 20 2,00,000 5,00,000 YES YES
Vyapaar Business
17 MasterCard 10 50,000 100,000 YES NO
Platinum
18 MasterCard DI 10 50,000 100,000 YES YES
Contactless
Platinum

106
 19 Baroda Radiance 2,00,000 5,00,000 YES YES
(MasterCard World)
20 MasterCard DI 4 25,000 50,000 NO NO
Classic
21 Baroda BPCL Co- 4 50,000 1,00,000 YES YES
Branded Debit Card
22 Bob World Opulence 50 5,00,000 1000,000 YES YES
Card – Super
Premium Visa
Infinite Debit Card
23 Bob Wold Sapphire 30 3,00,000 5,00,000 YES YES
Card – Premium
VISA Signature
Debit Card
24 Bob World Yoddha 150000 500000 Yes YES
Debit Card

 Withdrawal limit per transaction from other Bank’s ATM: 10000/-.

Various EMV eDena Debit Card Variants in use and FRESH ISSUANCE has been
DISCONTINUED w.e.f. 10.02.2020
Daily Limit
Sr. Daily Limit Cash
Variant Name BINS (POS/ E-
No. Withdrawal
com)
1 VISA DENA CARD ONE – Platinum 437706 50,000 2,00,000
2 VISA DENA FOUR CARD - Classic 469568 25,000 50,000
3 RUPAY DENA ONE CARD - 652196 50,000 1,00,000
Platinum
4 RUPAY DENA CARD TWO – Stree 652230 50,000 1,00,000
Shakti – Platinum
5 RUPAY DENA CARD THREE - 652159 25,000 50,000
Classic
6 RUPAY DENA CARD FOUR - 608262 25,000 50,000
PMJDY
7 RUPAY DENA CARD FIVE - BKCC 608263 25,000 50,000
8 RUPAY DENA CARD SIX - Mudra 608261 5,000 5,000
**No Card Variant of eDena are enabled for International or contactless transactions.

Various EMV eVijaya Debit Card Variants in use and FRESH has been DISCONTINUED
w.e.f. 10.02.2020
Daily Limit Cash Daily Limit
Sr. Variant Name BINS
Withdrawal (POS/ Ecom)

107
 1
VISA VIJAYA DEBIT CARD - 421341 25,000 50,000
Classic
2 VISA VIJAYA CARD - Classic 483810 25,000 50,000
3 VISA VIJAYA CARD THREE – 434669 50,000 2,00,000
Platinum
4 VISA VIJAYA CARD FOUR NP – 459216 25,000 50,000
Classic
5 RUPAY VIJAYA ONE - Classic 607089 25,000 50,000
6 RUPAY VIJAYA TWO CARD –NP 607589 25,000 50,000
– Classic
7 RUPAY VIJAYA THREE - BKCC 607035 25,000 50,000
8 RUPAY VIJAYA FIVE – FI Card – 607075 25,000 50,000
PMJDY
9 RUPAY VIJAYA FOUR CARD – 508829 5,000 5,000
Mudra
10 RUPAY VIJAYA FIVE CARD – 508781 50,000 1,00,000
Platinum
11 RUPAY VIAJYA SIX CARD - 607096 25,000 50,000
PMJDY
12 RUPAY VIJAYA SEVEN CARD – 652220 50,000 1,00,000
Platinum
13 RUPAY VIJAYA EIGHT CARD – 608234 50,000 1,00,000
NP – Platinum
14 Baroda RuPay V-Genuth for 652151 10,000 Not Allowed
eVijaya Accounts (BOB Variant)
**No Card Variant of eVijaya are enabled for International or contactless transactions.

Customer Protection Policy

Limiting Liability of Customers in Unauthorised Electronic Banking Transactions

While the primary responsibility for preventing frauds lies with banks themselves, Reserve Bank
of India (RBI) has been advising banks from time to time about the major fraud prone areas and
the necessary precaution to be exercised for prevention of frauds.

Zero Liability of customer:

 Customer shall be entitled to full compensation of real loss in the event of contributory fraud
/ negligence / deficiency on the part of the bank (irrespective of whether or not the transaction
is reported by the customer)
 Customer has Zero Liability in all cases of third party breach where the deficiency lies neither
with the bank nor with the customer but lies elsewhere in the system and the customer notifies
the bank within three working days of receiving the communication from the bank regarding
the unauthorised transaction

Limited Liability of customer:

 Liability in case of financial losses due to unauthorized electronic transactions where

responsibility for such transaction lies neither with the bank nor with the customer, but lies
elsewhere in the system AND
108
 There is a delay on the part of customer in notifying / reporting to the Bank beyond 3 working
days and less than or equal to 7 working days (after receiving the intimation from the Bank),
the liability of the customer per transaction shall be limited to transaction value or amounts
mentioned in following tables –

Table 1:

Overall liability of the customer in third party breaches in such Unauthorised Electronic Banking
Transactions where the deficiency lies neither with the bank nor with the customer but lies
elsewhere in the system as per RBI guidelines –

Time taken to report the fraudulent transaction from the date of receiving the
communication: Customer liability:

 Within 3 working days: Zero liability.

 Within 4 to 7 working days : The transaction value or the amount mentioned
in below Table 2, whichever is lower
 Beyond 7 working days : 100% Liability (subject to Board approval)

Table 2:

Maximum Liability of a customer in fraudulent transaction reported to the Bank within 4 to 7 days
as per RBI guidelines

Type of Account and Maximum Customer Liability

 Basic Saving Bank Deposit accounts - >Rs. 5,000/-

 All other SB accounts Pre-paid payment Instruments and Gift Cards Current / Cash credit /
Overdraft Account of MSMEs Current Accounts / Cash Credit / Overdraft Account of Individuals
with annual average balance (during 365 days preceding the incidence of fraud) / limit up to
Rs. 25 lacs Credit cards with limit uptoRs. 5 lacs - >Rs. 10,000
 All other Current / Cash Credit / Overdraft Account Credit cards with limit above Rs. 5 lacs -
>Rs. 25,000/-

100% Liability of customer

 Customer shall bear the entire loss in cases where the loss is due to negligence by the
customer, e.g. where the customer has shared payment credentials, Account / Transaction
details, Internet Banking user Id & Password, Debit / Credit Card PIN / OTP / CVV / other
details or where unauthorised d circulars ebit was happened due to improper protection on
customer devices like mobile / laptop / desktop leading to malware / Trojan or Phishing /
Vishing attack. This could also be due to SIM deactivation by the fraudster. Under such
situations, the customer will bear the entire loss until the customer reports unauthorised
transaction to the bank. Any loss occurring after reporting of unauthorised transaction shall
be borne by the bank.
 In cases where the responsibility for unauthorized electronic banking transaction lies neither
with the Bank nor with the customer, but lies elsewhere in the system and when there is a
delay on the part of the customer in reporting to the Bank beyond 7 working days, the
customer would be completely liable for all such transactions.

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Reference Circulars : BCC:BR:110:112 , BCC:BR:110:130, BCC:BR:110:112:248

Debit Card Insurance Policy- Insurance Coverage for Debit Card transactions

In order to safeguard our esteemed customer’s interest against fraudulent siphoning of money from their
accounts using Bank issued Debit card and credentials i.e. unauthorized use of Bank’s Debit Card.

Circular No. BCC:BR:115:514 dated 19/08/2023 issued for renewal of policy effective from 27 th July 2023 to
26th July, 2024. The policy issuing office is National Insurance Co. Ltd.

Lodgement of claim:

Once customer submit letter of intimation regarding fraudulent transaction to the branch, branch will advise
customer to submit following documents to the Branch for onward submission to our office:

 Customer Intimation Letter

 Customer's letter of intimation regarding fraudulent transaction addressed to Bank (Customer letter to
Bank)
 Claim form duly filled and complete In all respect & signed by claimant and verified by the Branch officials
with seal & signature. (given in Annexure I)
 Proforma Undertaking from the customer (copy enclosed). Copy of FIR or Letter of complaint duly
acknowledged by the Police Authorities. (lf the claim If Rs. 50,0001- and above)
 A copy of statement of Customer's account indicating disputed I fraudulent transactions.
 Copy of passport, in case of International transactions.
 Debit Card Copy (as per security requirement)
 Branches must also send clearly scanned copy of required documents on e-mail address:
[email protected] with CC to [email protected] for scrutiny and further action.

RuPay Insurance Program 2023-24

NPCI has extended RuPay Insurance Program for RuPay PMJDY (including Samagra & Bharnashah variant) and
RuPay Premium (Rl)Pay Platinum & Select variant) cards for the Financial Year 2023-24. New India Assurance
Company Ltd. and TATA AIG General Insurance Company Ltd. shall continue to be the Insurance partner
of NPCI for RuPay PMJDY and RuPay Premium Cards respectively.

• Rupay PMJDY Accidental insurance cover - card to be used within 90 days prior to accident Min.one
Successful F/ NF txn
• Premium cards  card to be used within 30 days prior to accidentMin.one successful Financial txn.
• Claim intimation period - within 90 days of accident
• Claim submission period - within 60 days of intimation

DAILY MAX DAILY MAX

Proposed
CASH WDL POS/e-COM
BIN Variant Insurance
AMT LIMIT TXN AMT LIMIT
Coverage (INR)
(INR) (INR)
536018 MasterCard Platinum 50,000 1,00,000 2,00,000
527253 MasterCard Classic 25,000 50,000 1,00,000
MasterCard Baroda
552230 2,00,000 5,00,000 10,00,000
Radiance
652151 RuPay Classic 25,000 50,000 1,00,000
652151 RuPay Classic IFFCCO 25,000 50,000 1,00,000

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 DAILY MAX DAILY MAX
Proposed
CASH WDL POS/e-COM
BIN Variant Insurance
AMT LIMIT TXN AMT LIMIT
Coverage (INR)
(INR) (INR)
652151 Baroda RuPay Champ NP 3,000 3,000 10,000
652151 RuPay Classic V-genuth 10,000 Not Allowed 20,000
RuPay Classic Baroda
652151 Not Allowed Not Allowed Not Applicable
Deposit Card
606994 RuPay PMJDY 25,000 50,000 1,00,000
606994 RuPay Bhamashah 25,000 50,000 1,00,000
607848 RuPay Samagra 25,000 50,000 1,00,000
607029 RuPay BKCC 25,000 50,000 1,00,000
RuPay Mudra (Tarun,
508847 5,000 5,000 10,000
Shishu and Kishore)
652211 RuPay Platinum 50,000 1,00,000 2,00,000
RuPay Dual Chip qSparc
608259 50,000 1,00,000 2,00,000
NCMC Classic Card
652505 RuPay Select 1,50,000 5,00,000 10,00,000
652331 Baroda BPCL Debit Card 50,000 1,00,000 2,00,000
431393 VISA Platinum 50,000 2,00,000 4,00,000
402985 VISA Classic 25,000 50,000 1,00,000
402985 VISA Classic FIFA 25,000 50,000 1,00,000
420416 Baroda VISA Vyapaar 2,00,000 5,00,000 10,00,000
VISA Platinum/Gold
437706 50,000 2,00,000 4,00,000
eDena
VISA Classic/Electron
469568 25,000 50,000 1,00,000
eDena
652196 RuPay Platinum eDena 50,000 1,00,000 2,00,000
Dena Stree Shakti RuPay
652230 EMV Debit Card - RuPay 50,000 1,00,000 2,00,000
Platinum eDena
652159 RuPay Classic eDena 25,000 50,000 1,00,000
608262 RuPay PMJDY eDena 25,000 50,000 1,00,000
608263 RuPay BKCC eDena 25,000 50,000 1,00,000
608261 RuPay Mudra eDena 5,000 5,000 10,000
483810 VISA Classic eVijaya 25,000 50,000 1,00,000
434669 VISA Platinum eVijaya 50,000 2,00,000 4,00,000
Visa INSTANT EMV
459216 25,000 50,000 1,00,000
Classic Chip Card eVijaya
607089 RuPay Classic eVijaya 25,000 50,000 1,00,000
607589 RuPay Classic NP eVijaya 25,000 50,000 1,00,000
607035 RuPay BKCC eVijaya 25,000 50,000 1,00,000
Rupay-FI-EMV-Chip
607075 25,000 50,000 1,00,000
PMJDY Card eVijaya

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 DAILY MAX DAILY MAX
Proposed
CASH WDL POS/e-COM
BIN Variant Insurance
AMT LIMIT TXN AMT LIMIT
Coverage (INR)
(INR) (INR)
508829 RuPay Mudra eVijaya 5,000 5,000 10,000
508781 RuPay Platinum eVijaya 50,000 1,00,000 2,00,000
607096 ,RuPay PMJDY eVijaya 25,000 50,000 1,00,000
652220 RuPay Platinum eVijaya 50,000 1,00,000 2,00,000
652505 Smart Health Card Not allowed 3,00,000 6,00,000
RuPay Plat Dom PVC
817567 Not allowed 1,00,000 2,00,000
KEYCHAIN
RuPay Plat Dom Leather
817567 Not allowed 1,00,000 2,00,000
Keychain
RuPay Platinum NP
608234 50,000 1,00,000 2,00,000
eVijaya

Chapter 13

Baroda Credit Cards

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 The Credit Card issuance in Bank is undertaken by BOB Financial Solutions limited ( BFSL ) a
wholly owned subsidiary of Bank of Baroda . Retail Liabilities Department is currently the
business owner of Credit Card portfolio in the Bank .

A credit card is a plastic card that makes payments convenient. With it, you have the option
of making purchases or withdrawing cash when you want, and repaying the amount over a
period of time.

Credit Card Benefits

● Buy now and pay later concept.
● Ability to buy needed items now.
● Don't have to carry cash.
● Plastic cards are easy to carry and convenient to handle.
● Creates a record of purchases made.
● Consolidates bills into one payment.
● 24 hour cash through ATM.

● Facility to transact in more than one currency.Free Add-on Card: Get up to 3 lifetime
free add-on cards for your spouse, parents, siblings or kids (above age 18).
● In-built insurance cover: Get free Personal Accidental Death Cover to ensure financial
protection of your family.
● Zero liability on lost card: Report loss of card immediately to ensure zero liability on any
fraudulent transactions.
● Interest free credit facility: Avail up to 50 days of interest free credit from the date of
any purchase.
● Revolving credit facility: Pay Minimum Amount Due and finance your spends as per your
convenience
● Credit Card issuance in has a direct correlation to average balances in the linked Saving
Banks Accounts in Bank.
● Issuance of Credit Card to Bank Customers would motivate customers to the credit card
limits available through straight through underwriting process
● Use of credit card by customers generates income to issuing bank
● Customer retention will be high as bank customer who is having Bank of Baroda Credit
card , will not be inclined to take other Bank Credit Card .
● On usage of Bank’s Credit Card, customer pay his/her monthly credit card bill through
Saving Bank’s Ac which tend to keep his/her account funded and running .

Our Bank offers following Credit Cards:

2.19 Easy Credit Card (Visa)

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 Key Features
● Entry level product appealing to young /first-time credit card user.
● Income from 3.0 to 4.8 lakhs per annum.
● Base Rewards: Earn one reward points for every Rs 100 spent.
● Accelerated Rewards: Earn five reward points for every 100 spent on Grocery,
Departmental stores and Movies.
● Make Easy Credit card lifetime free: Spend Rs 6,000 within 60 days and Rs35,000 in a
year for reversal/waiver of annual fees.
● Zero Fuel Surcharge:1% fuel surcharge waived for all transactions between 400 - 5,000.
● Easy EMI option: Convert purchase of >Rs 2,500/- on the card into easy EMIs of 6/12
months.
● Cash on card repayment: Get 0.5% of the card bill payment as cashback in your next
statement.
● Multiple redemption option: (Redeem your reward points as cashback and other
exciting options)

2.20 Select Credit card (Visa Platinum)

Key Features
● Higher end of the mass market; young and aspirational customer.
● Income from 4.8 to 7.2 lakhs per annum.
● Reward points: 1 point per Rs. 100 spent
● 5X Reward Points on online, utilities and Dining spends.
● Bonus Rewards Every Months: 1,000 Bonus Reward points every month if 5 or
more transactions of Rs. 1000 each are done.
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 ● Make Select Credit card lifetime free: Spend Rs 7,500 within 60 days and Rs
70,000 in a year for reversal/waiver of annual fees.
● Zero Fuel Surcharge :1% fuel surcharge waived for all transactions between 400 -
5,000.
● Easy EMI option: Convert purchase of >Rs 2,500/- on the card into easy EMIs of
6/12 months.

2.21 Premier Credit Card (Visa Platinum)

Key Features
● For customer seeking exclusive benefits; typically holds more than 1 credit card
● Income above Rs. 7.2 lakhs per annum.
● Reward points: 2 point per Rs. 100 spent
● 5X Reward Points on online, utilities and Dining spends: Earn 10 reward points for
every 100 spent on travel, dining and abroad.
● Exclusive privileges: Complimentary access to 38 airport lounges across 22 cities.
● Make Premier Credit card lifetime free: Spend Rs 10,000 within 60 days and Rs
1,20,000 in a year for reversal/waiver of annual fees.
● Zero Fuel Surcharge :1% fuel surcharge waived for all transactions between 400 -
5,000.
● Easy EMI option: Convert purchase of >Rs 2,500/- on the card into easy EMIs of
6/12 months.

2.22 Prime Credit Card

Key Features
● Guaranteed issuance: Get PRIME against fixed deposit of 15,000 or more without
any income proof.

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 ● 1% Cash Back on all spends: Earn 4 reward points (equal to 1 on redemption)
for every 100 spent.
● Prime Credit Card is lifetime free: Zero first year and annual fees.
● Zero Fuel Surcharge: 1% fuel surcharge waived for all transactions between Rs.
400 – Rs.5,000.
● Multiple redemption option: Redeem your reward points as cashback and other
exciting options.
● Easy EMI option: Convert purchase of > 2,500/- on your card into easy EMIs of
6/12 months.

13.5 ETERNA CREDIT CARD:

Key Features

 Earn 10,000 bonus reward points on spending Rs 50,000 within 60 days & Rs 20,000
bonus reward points on spending Rs 5,00,000 in a year.
 3 reward points for every ₹ 100 spent on any other category.
 Convert purchase of > 2,500/- on your card into easy EMIs of 6/12 months
 Get free Personal Accidental Death Cover to ensure financial protection of your family
(Air: 1 Crs, Non-Air: 10 Lakhs)
 1% fuel surcharge waiver at all fuel stations across India on transactions between Rs.400
and Rs.5,000 (Max. Rs. 250 per statement cycle).
 Note -No Reward Points are earned on fuel transactions.

Recent Changes

❖ Credit Cards to Salary Account Holders

S. No. Salary Account Type Credit Card Variant *
1 Baroda Classic Salary Account ( SB174 ) Easy
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 2 Baroda Super Salary Account ( SB175 ) Select
3 Baroda Premium Salary Account ( SB176 ) Premier
4 Baroda Privilege Salary Account ( SB177 ) Premier

*Life time free credit cards to Abovementioned salary account holders

❖ For Baroda Radiance Customers , Bank is offering Bank of Baroda Premier Credit Card
for HNI customers
❖ Permanent Staff members are eligible to apply Baroda Credit as per policy of Bank.
❖ All staff members who have an old BOBCARDS Credit Card or a new BoB Credit Card
with a lower limit as per eligibility criteria may upgrade their credit card.
❖ Application tracking link https://www.bobfinancial.com/track-application-status.jsp
❖ Toll Free no 1800 223 224 (Card Issuance) , 1800 225 100 ( Credit Card Blocking and
General Queries)
❖ Email : [email protected]

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 Chapter 14

Baroda Demat Account

Learning Outcome

● Understanding Baroda Demat Account

● To know the features and Advantages of Baroda Demat Account

● Target customers for Baroda Demat Account

● Branch Business impact and source of other income

aroda Demat Account
Buy. Sell. Transfer
Investments made easy with

Introduction
Demat Account or dematerialized account provides the facility of holding shares and securities in
electronic format. During online trading, shares are bought and held in a demat account, thus facilitating
easy trade for the users. A Demat Account holds all the investments an individual makes in shares,
government securities, exchange traded funds, bonds and mutual funds in one place.

Demat With Bank of Baroda: Our Bank provides our customer the platform to BUY, SELL, TRANSFER
your securities through just 2 Step Process.

Requirement for Customers

● Current Account / Savings Bank with Bank of Baroda
● Demat Account with Bank of Baroda DP

Benefits
Bank of Baroda India’s International Bank now offers you the opportunity to deal and open a Demat
account. We are depository participant* of Central Depository Services Ltd as well as National Securities
Depository limited. An individual, Non-Resident Indian, Foreign Institutional Investor, Trusts, Clearing
Houses, Financial Institution, Clearing Members and Mutual Funds can open a Demat account.

✔ Free account opening.

✔ Free 1st year AMC.
✔ Free SMS Alert facility.
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 ✔ Free ASBA ( app supported by blocked amount)
✔ Free Nomination.
✔ Transparent Services charges as such no hidden charges.

Basic Information
DP ("Depository Participant") is an agent of the Depository (NSDL or CDSL) who is authorized to offer
depository services to investors. Thus to open a Demat account of an investor, a bank or its branch has to
get registered as a DP of a depository i.e. NSDL or CDSL or both. Bank of Baroda is a DP of both the
depository i.e. CDSL and NSDL.
An individual is eligible to have only one Basic Services Demat Account (BSDA)

Individuals shall be eligible to opt for BSDA subject to the following conditions –
✔ All individuals who have or propose to have only one demat account where they are the sole or
first holder.
✔ Individuals having any other demat account/s where they are not the first holder shall be eligible
for BSDA in respect of the single demat account where they are sole or first holder
✔ The individual shall have only one BSDA in his/her name across all depositories.
✔ Value of securities held in the demat account shall not exceed Rupees Two Lakhs at any point of
time.)

How to open a Demat account

For opening a Demat account, you have to fill account opening form and submit a photograph of the
applicant along with the photo copies of the following documents and your account number will be
intimated to you on completion of processing of your application.

Demat Requirement: For trading in the equity market in India we need to have a Demat account. There
are many other benefits which encourage having a Demat account like:

Buy and sell shares and stock of any company listed on the stock exchange of India i.e. NSE and BSE

✔ Make on line investment in mutual fund.

✔ Apply in IPO
✔ Trade in Futures and Options
✔ No threat of loss of shares due to faulty/bogus/forged delivery.
✔ Dividend and issuance of bonus shares are directly credited into linked accounts and Demat
accounts respectively.
✔ No share transfer fees or stamp duty.
✔ Application can be made vide facility of ASBA (Application Supported by Blocked Amount)
wherein amount does not get debited into the account and is remitted only when shares are
allotted.
✔ The shares trading account enables you to view live prices, watch lists and place transactions.
The deposit account is linked to the trading account for seamless transfer of funds.

Services / Utilities
✔ IDeAS (NSDL) : facility to check balance & transactions online.

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✔ SPEED-e (NSDL) : Facility to submit delivery instructions to us through
website https://eservices.nsdl.com.
✔ Easi (CDSL) : Access of Demat account through the internet to check the details of their holdings
/ valuation and transactions, corporate announcements, anytime anywhere, through CDSL’s
website www.cdslindia.com
✔ Easiest (CDSL) : Electronic Access to Securities Information and Execution of Secured Transactions.

✔ Basic of of Baroda Demat Account

✔ Benefits and features of Baroda Demat
✔ Procedure to open the Demat account
✔ Important circulars related to
Baroda Demat account

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 Chapter 15

14. Baroda E-Lobbies and other products

E-lobby is a place where automated banking is done without any manual intervention; it is designed in a
unique way to create a brand image of the bank and to accommodate 5 different machines which makes
banking easy for the customers 24 X 7. Currently we have more than 340 e-lobbies operational across
India. Details of the machine installed in Baroda E-lobby are as follows:

2.23 BNA/Cash Recyclers

The Cash Recycler machine (CR) is a self-service terminal that lets you and me to make deposit and
withdrawal transactions of cash. All successful transactions are immediately credited or debited in real time
and customers will be issued an acknowledgment slip confirming the transaction.

A person having Debit Card can use the CR machine for withdrawal, however to use the CR machine for
depositing the Cash, customers need to have either his/her Bank of Baroda debit card or to know
beneficiary’s account number in Bank of Baroda. The transaction receipt also gives you your updated
account balance.

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2.23.1 Salient functionalities available in Cash Recyclers are as follows:

2.23.1.1 Cash Deposit condition for customers

❖ Daily transaction limit for account without PAN (Permanent Account Number) registered in CBS
is Rs. 49,900/-. There is no restriction on number of transactions of cash deposit till daily limit of
Rs. 49,900/- is reached. This limit also includes the cash deposited over the counter at the
branches.
❖ Daily transaction limit with PAN registered in CBS is Rs. 2,00,000/- without any restriction on
number of transactions. This limit also includes the cash deposited over the counter at the
branches.’

2.23.1.2 Cash Deposit without Card Transaction

❖ Cash Recycler machine facilitates customer to deposit the Cash in Savings / Current / Cash Credit
/ Overdraft account by giving the account number (Card-less Transaction), where per transaction
&per day limit is of Rs. 20,000/- subject to daily transaction limit without PAN (Permanent
Account Number) registered in CBS of Rs. 49,900/-.

2.23.1.3 Cash Withdrawal

This facility is exactly like ATM operations and available with Debit / ATM Card only. The Cash Recycler
dispenses cash deposited by customers using Cash Acceptor facility.
❖ Other Bank customers having Debit / ATM Card can also use Cash Recycler for Cash Withdrawal
only.
Maximum cash withdrawal limit per transaction for our Customer is Rs. 15000/-, however per day
Cash withdrawal limit is as per the variant of Debit Card
2.23.1.4 Managed Service Migration
❖ Bank has outsourced the Managed Services for CAPEX ATM/Cash Recyclers and Site construction
for ATMs. Bank has now identified 3 new Managed Services vendors M/s AGS, M/s HITACHI, and
M/s FSS.

2.24 Self Service Passbook Printer

Self Service Passbook Printer is an automated kiosk where in customer can print their passbook on their
own. SSPBP kiosk recognizes the account details from the Magnetic Strip/QR code placed on the Passbook.
Through these details, kiosk fetches the account and transaction details and prints it on passbook. Customer
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 can use this facility 24x7 from the SSPBP machine installed in E-lobby/ATM cabin.

Customer acceptance of our printers is the highest due to its ease of operation as they have to just enter
the passbook, no need to type account number or branch code or enter the passbook with correct page,
ensure its alignment etc. as the system automatically identifies the correct account number, flips the pages
and re-align the passbook before printing at the appropriate position.

Passbook used in SSPBP is magnetic stripe/ QR code based. It will bear a pre-printed number which is
already stored in the magnetic stripe/QR code of the passbook and mapped with the customer’s account.

To improve customer convenience and to reduce workload of staff to map subsequent passbooks, “Self-
mapping of subsequent passbook” feature is now enabled in SSPBP. Details of this facility are as under:
❖ Customer is issued the first SSPBP passbook from the branch counters after mapping the passbook
serial number with account number by branch staff (no change in current process).
❖ Thereafter, customer prints passbook using Self Service Passbook Kiosks. On completion of the
passbook, system prompts customer to collect fresh passbook from branch for continuation. System
will provide 45 seconds to insert new passbook for auto mapping.
❖ If customer inserts new blank passbook within 45 seconds, system automatically maps the serial
number of the blank passbook with customer’s account and deactivates the old passbook.
If customer is not able to insert the blank passbook within 45 seconds (primarily when he/she has to
collect blank passbook from branch) then the system returns to home screen. In that case, for mapping
of subsequent passbook, customer is required to first insert the old passbook. System will prompt
him/her to insert the new blank passbook and machine completes the mapping.

2.24.1 SMS Banking/Missed Call Facility

Weblink: https://www.bankofbaroda.co.in/missed-call-facility.htm

A SMS to be sent from their registered mobile number to 8422009988

Services offered are:
❖ Balance Enquiry
❖ Mini Statement
❖ Cheque Status
Customer has to send a SMS text as under:
1 For Balance enquiry - BAL <space> last 4 digit of account number
2 For Mini statement - MINI <space> last 4 digit of account number
3 For Cheque status - CHEQ <space> last 4 digit of a/c no <space> cheque no.

4 For Aadhar seeding - 12 digit aadhar number <space> last 4 digit of a/c no
For Registration of preferred
5 account REG <space> last 4 digit of a/c no <space> cheque no.
BLOCK<space>C<space> Last Four Digit of Card Number or
6 Debit Card Blocking BLOCK<space>A<space> Last Four Digit of Account Number

7 Subscribe or Unsubscribe ACT/DEACT<space> Last Four Digit of Account Number

8 PMJDY OD Request ODREQ <space> Y

9 PMJJBY /PMSBY Enrolment PMJJBY/PMSBY <space> Nominee Name <space> Y

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Learnings –
✔ Basic of of Baroda Elobby
✔ Benefits and features of Baroda Elobby
✔ Use of Different machines in Baroda Elobby
✔ Important circulars related to
Baroda Elobby

124
3 Missed Call facility for ―Balance Inquiry

Customers, who have registered their mobile number, can get balance of their accounts by just giving
a missed call from their registered mobile number to mobile number 8468 00 1111 for
Account Balance & 8468 00 1122 for Mini Statement .

Salient features of the facility are as under:-

❖ This facility is available 24X7.
❖ Balances of account under Saving, Current, Cash Credit and Overdraft schemes are
provided through this facility.
❖ Customer may have more than one account with same mobile number. In that case SMS of
maximum length of 320 characters (2 SMSs) will be sent to customers. For remaining accounts,
customer can avail the ―SMS Banking Services or our Contact Centre services.
❖ Customer can use this facility maximum ―3 times in a day, system will not respond thereafter.
❖ This service is available only for resident accounts i.e. accounts with domestic mobile
❖ Customers do not have to pay any charges as the call would be disconnected after a ring and
customer would get the balance via SMS
❖ The mini statement can be used only once in a day.

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4 Contact Centre

Contact Center is a delivery channel which bridges the gap between the technology and customer and
provides benefits of technology to customers. Its aim is to provide most of the banking services through
telephone channel, with the help of technology, thereby improving convenience to the customers. Bank
has established Contact centre at GIFT City Gandhinagar.
Contact Centre Numbers
Toll Free Number 1800 5700 or 1800 5000 from anywhere in the country and dedicated toll free
number for providing contact centre services for Financial Inclusion / Pradhan Mantri Jan Dhan Yojana
(PMJDY) customers is 1800 102 77 88
HO/BR/115 /147 DT 31.05.23  Inbound services are offered in 11 languages i.e. 1. Hindi, 2. English, 3. Gujarati,
4. Marathi, 5. Telugu, 6. Tamil. 7. Kannada, 8. Malayalam, 9. Bengali, 10. Punjabi, 11. Oriya.
Debit card blocking service to customers of 6 overseas territories i.e. 1. Seychelles, 2. Fiji, 3. Botswana, 4. Oman,
5. Uganda, 6. Mauritius
Availability of Contact Centre Services:

Services through IVR by using TPIN Round the Clock

Services through Agent
● Hot listing of Debit Card Round the Clock
● Web-chat facility Round the Clock
● All other services except others 6 a.m. to 10 p.m.

Services Provided:

1. Through Agents:
⮚ Account Enquiry of linked Accounts
❖ Balance Enquiry
❖ Statement
❖ Transaction Status
⮚ Cheque Services in operative Accounts
❖ Stop Payment
❖ Status Enquiry
❖ Cheque Book request

⮚ Debit Card Services

❖ Blocking of Card
❖ Request for regeneration of PIN
❖ Request for reissuance of Debit Card
❖ Complaint of Debit Card Failed transaction
⮚ Bob World Internet

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 ❖ Help Desk
❖ Activation of Password
❖ Regeneration of password
❖ Complaint on failed transaction
⮚ Mobile Banking
❖ Registration of Mobile Banking Services
❖ General Queries
❖ Resend link / PIN
⮚ General Enquiry
❖ Products & Services
❖ Branch & ATM Location
❖ Interest Rate and Forex rates
❖ Lead creation
❖ Wealth Management Product

2. Through IVR (Interactive Voice Response):

❖ Account Information –Transaction details, Statement through e-mail
❖ Cheque Related Service – Cheque Status, Stop payment of cheque, Cheque book request
❖ Change TPIN
❖ Loan and Deposit Account Services – Loan account inquiry, Loan account statement request,
Deposit account inquiry
❖ General Information Menu – Deposit & Retail Loan ROI, Forex rates, Branch/ ATM locator.

3. Through web-chat:
❖ This service is only for general queries and any information which requires disclosure of any
personal / account information is not provided through this service.
❖ Presently this service is available in English only.
❖ Weblink: https://www.bankofbaroda.co.in/contact-centre.htm

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5 WhatsApp Banking
Usage of various Digital Channels by our Bank’s customers is on a continuous rising trend. New
Digital products and services reduce the branch footfall, increase the CASA base leading to
increase in the Digital Base of the Bank. Nowadays Social Media has become integral part of our
daily life, and WhatsApp has emerged as one of the most popular social media platform. Towards
this direction, we propose WhatsApp Banking as a new Digital Delivery to engage the customers
and provide superior customer experience. Through this channel we are also providing
information on various banking products thereby providing enormous potential for customer
acquisition.

WhatsApp Banking is a New Digital Delivery Channel which uses Social Media Platform for
providing basic banking services using WhatsApp messenger which will act as a delivery channel
for Bank’s customers/ non-customers. The WhatsApp Baking service is available to the
customer’s on both Andriod and iOS mobile handsets available in English, Hindi and Gujarat
language.

1. Registration / De-registration
Customer needs to add Bank’s WhatsApp Business Account number in its contact and need to
initiate the conversation.

Step-1: Register Your Self – Save Bank’s WhatsApp Business Account Number 84 33
888 777

Step-2: Start Chatting- Open the WhatsApp Chat with the Bank’s WhatsApp Business
Account Number and initiate the conversation with “HI”.
OR
Click on below link to start conversation directly with Bank’s WhatsApp Number-
https://wa.me/918433888777?text=Hi

By starting a conversation, it would mean that, the user is in agreement with the terms and
conditions of WhatsApp Banking, To stop the service, customer may delist the number from
his contact list.

Opt-In / Opt-Out for push notification

Customer are provided facility to opt out for not receiving any push notification from the Bank. For
which, Customer need to select Opt-Out option on WhatsApp Messaging Platform.

Service Charges

Currently, there is no service / registration charges for using WhatsApp Banking for banking
services. However, customer to bear the internet data and SMS charges as applicable (as per
tariffs charged by Service Provider / Mobile Operator) while using WhatsApp Channel.

Compatible Handset / OS version for WhatsApp Banking:

WhatsApp Banking will run on WhatsApp Platform, so if WhatsApp application is installed in

Mobile Phone and working fine then user can use banking service through WhatsApp Banking.
Pre-requisite is that customer should be WhatsApp user.

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2. Eligible Account type / Scheme Code & Mode of Operations:

Bank customers who have registered their Mobile Number can use WhatsApp Banking services.

The customer has to accept bank’s terms & conditions before initiating request for banking
services on WhatsApp. Active customer account only will be made available while rendering the
various services of WhatsApp Banking.

BCC: BR: 116:166 dt 14/3/2024  WhatsApp Banking: Launch of new functionalities Account Opening
option {re-directional link) for NTB Customer on WhatsApp Banking.

3. Features & Benefits:

Banking Services provided on WhatsApp in are as follows:

 Check Account Balance

 Get Mini Statement
 Cheque Book Request
 Cheque Status Enquiry
 Block Debit Card
 Know Customer ID
 Know Registered Mail ID
 Apply / Know for various Banking Product / Services – (through URL Redirection to
bank’s website)
 Know Bank Offers- (through URL Redirection to bank’s website)
 Locate Nearest Branch / ATM - (through URL Redirection to bank’s website)
 Know Interest Rate and Charges- (through URL Redirection to bank’s website)
 Contact Centre Details- (through URL Redirection to bank’s website)
 Complaint regarding services - (through URL Redirection to bank’s website)
 BCC/BR/115/340 DT 13/6/2023NEW FEATURES
 Generation of TDS Certificate
 Extending WhatsApp Banking to additional Schemes Codes (For CC and OD Account Type)
 Apply Fastag & Balance Inquiry , MINI Statement
 Open DEMAT & Trading Account
 Block Services  Account Block & Disable UPI Services

For Non-Customers Banking Service provided on WhatsApp are as follows:

 Apply / Know for various Banking Product / Services – (through URL Redirection to
bank’s website)
 Know Bank Offers- (through URL Redirection to bank’s website)
 Locate Nearest Branch / ATM - (through URL Redirection to bank’s website)
 Know Interest Rate and Charges- (through URL Redirection to bank’s website)
 Contact Centre Details- (through URL Redirection to bank’s website)
Benefit of the WhatsApp Channel

 ‘Available’ – 24/7 x 365 days

 Non-Customers can also use services like product information, offers, ATM’s & branches
locator, apply for credit card etc.
 Secure way of banking (end to end encryption)

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4. WhatsApp Banking User guidelines:
WhatsApp Banking User needs to follow below mentioned guidelines

 To read and understand Terms and Conditions of WhatsApp Banking before using the
service.
 They should not disclose application password, Debit Card details, OTP/other sensitive
information to anyone, by any means, even to bank officials over WhatsApp platform or
respond to phishing attacks.
 Customers should protect their mobiles from viruses / malwares and other damaging
applications by installing latest security software.
 Customer should not respond to any of the below 3 types of suspicious and fraudulent
activities as under:
 Phishing Mail
 SMS
 Phone calls pretending to be from Bank, contact / call centre of Bank, RBI, etc.
asking for personal details and credentials.

5. New Functionalities

 Positive Pay confirmation request

 Re-directional services
o Forex Facilities
 BarodaInsta Smart Trade
 FX Retail Facilities
 Guidance on issuance/lodgement of Forex products
o Request Services
 Open Demat & Trading account
 Open Senior Citizen saving scheme account
 Open eKVP
 Open NPS account
 Locker facility
o Other services
 FD Calculator
 Hotel/Bus/Flight booking
 Utility bill payment
 Tax Payment
 ASBA subscription
 Loan & Term Deposit Account Enquiry
o Term deposit account summary
o Loan Account
 Loan Account Inquiry
 Get mini statement
 Capturing Customer Feedback
o Customer will be able to submit the feedback post utilization of below services.
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  Cheque book request
 Positive pay request
 Track cheque book request
 Debit card blocking
 Disabling card for POS/ECOMM/ATM transaction (Domestic & International)
 Disabling of UPI
 OTP on registered email address
 Categorization of features based on bobWorld journey
 Revamping of UI/UX of Whatsapp Banking with listing & button driven customer journey.

6 bob World Merchant Gateway

Baroda Pay point provides an easy interface between educational institute and student
for secured payment using online and offline mode.

It facilitate educational institutes to collect fee and merchants who don’t have their own
websites or developers.

What is Baroda e-Gateway?

Support Visa/MC
Electronic Platform of /RuPay Card/UPI/
BOB For merchant’s Net banking/NEFT
E Com business Transactions

We are the first Nationalised Bank in India to

own entire setup of hardware, software and
support system for Internet Payment Gateway
© Bharti Resources, 2007-08 96

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What is Baroda e-Gateway?

Integration, Track Txns On

Settlement By Real Time &
Small Team Generate MIS

Settlement
Domestic -Next Focus on card
Working Day & Net Banking
International-T+3 transactions.
© Bharti Resources, 2007-08 96

Target Group:-

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What is benefit to Students, Customers, Merchants,
Institution and Bank?
Students/ parents / customer School/ college/University Bank’s Perspective
perspective perspective
Easy & secure log in using School don’t have to maintain Canvas new business and
mobile number and individuals student file increase CASA
Simple step to pay fee Customized MIS reports Leveraging technology
Immediate SMS/email to Real time updation Online and offline payments
parents and students mode in a single module
Pay fee online Spilt fee and spilt cash book Increase in non-interest income
Fee can be paid on line and
offline

Eligibility for Educational Institute for enrolment in

Baroda Pay point.
Minimum -2- year experience is desired as educational institute
Having affiliation to respective board/university/ govt
If the school is managed by trust or society , letter of permission from competent authority ,
that the trust /society has authority to open school
Ready to fulfil KYC needs of the bank
Ready to sign all required documents for Baroda Paypoint

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 Launch of Society Fee and Retail Collection facility on Baroda Paypoint

Bank is association with the Bank’s Internet Payment Gateway aggregator M/s ATOM has developed
another customized solution for Society fee and Retail Collection that accept payment through online
and offline mode.

⮚ Society Fee Collection module i.e. Baroda Paypoint Colony world is a Mobile App / Web Portal which
provide solution to society who don’t have their own websites or developer to collect the Society
maintenance / other charges from the society members.
⮚ Baroda Paypoint Colony world gives a complete assistance in society fee management flat & block
data management, email alerts etc.
⮚ It is fully integrated multi-user system with 100% protection against unauthorized access. It is also
providing secured, accurate & timely information to users at all levels for better decision making.
⮚ It also have special features like incidental fees, multiple fees collection, parking and visitor
management etc.
⮚ Flat owners and tenants can make online payments for maintenance and any other charges as
defined by the Society. It accepts all online/offline modes for Payments like Card, Net Banking,
Wallet, NEFT / RTGS etc.
Target Customers:

Baroda Paypoint Colony World – Real estate / Flats / Societies (Government / Non-government
organization) who have or not have their website or subscription management solution and are
interested to collect society fees in online and offline mode without having ERP / Developer.

Retail Collection Module i.e. Baroda Paypoint Get-eKart

⮚ Get-eKart is a complete online Mobile and Web Store platform which enables the merchant to launch
its e-commerce and mobile store platform in quick time. The merchant will get their own branded
Mobile app and website with shopping platform pre integrated with various useful plug-ins.
⮚ Easy to use back end console for the merchants to manage the products, pricing and orders.
⮚ Merchants can accept Online / Offline modes for payments Like Cards, Net Banking, Wallet, NEFT /
RTGS etc.
⮚ The Solution is having features like webstore, invoice management, order management analytics and
all type of payment collection etc.
Target Customers:

Baroda Paypoint Get-eKart – Retailer who want to expand their business in online mode, e.g. Kirana Shop,
small departmental store, small and medium trader, fashion and cloth store etc. can use Baroda Paypoint-
Get-eKart, for seamless collection in online/offline mode.

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7 “bob World Wave”
Wearable Payment Solution is one of the most prominent technology which has
significantly evolved in past few years. In order to broaden the product range in wearable
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form factor and to provide latest technology to our customers under digital umbrella, Bank
is launching Wearable Payment Solutions branded as “bob World Wave” for customers.
The payments are based on RuPay Classic NCMC rails.

In the initial phase Bank is launching the smart watch variants of the “bob World Wave”
in association with M/s GOQii Technologies Pvt. Ltd., who is a leading company in the
field of fitness band / tracker / watches under the RuPay card variants.

Customer can do the following transaction using the bob World Wave:
A. ATM – Cash withdrawals: Not available.
B. POS (enabled for contactless payments) / E-Commerce
Maximum Per day limit at POS / E-Commerce (For Domestic Usage only) INR 1,00,000/-
C. Contactless Mode
Maximum per transaction limit using Contactless mode. INR 5,000/-
(For Domestic Usage only)
No. of daily Contactless transaction Limit. (For Domestic Usage only) 5

The benefits of bob World Wave (Smart Watch variants) to customers are as under -
 bob World Wave is designed to ensure expedient and seamless digital payments
with just a tap on the device to meet the demands of our evolving customers.
 Contactless transactions up to 5,000/- without PIN (Tap and Pay).
 Transaction limit on any NFC / RFID enabled POS up to INR 1,00,000/- per day
with PIN authentication.
 Customer can also perform e-commerce transactions up to INR 1,00,000/- per day
by referring Non Payment Dummy card provided along with the device through
CVV and OTP authentication.
 Secured transactions with EMV Technology.

8 Digital Auto Loan- Product summary

A. Product Overview:-
Digital Auto Loan was launched on 22.08.2022 vide our Circular No. BCC:BR:114/546.
Digital application process of Auto Loan is defined with a system based sanction with the
functionalities of pre-population of data from sources, digital verification of customer
details through digitally verifiable sources and analysis of income and bureau data to
enable efficient underwriting.

Subsequently, Bank has enabled Pre-Approved Auto Loan journey for the selected
existing customers, who are having good track record with our Bank vide Circular
No.BCC:BR:114/857 dated 01.12.2022. The Pre-Approved Auto Loan enables an
existing customer to purchase the vehicle with in the pre- approved limit without any
income assessment process through digital mode.

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Based on feedback from various operating units following changes were made to the
Digital Auto loan product vide Circular No. BCC:BR:115/431 dated 28.07.2023:-

 Modifications in conducting Field inspection - by branches in lieu of Centralised

Processing Centre (CPC).
 Dispensing with the scorecard parameter validations by CPC and rejection of
applications less than the minimum stipulated BRE score
 Modification in the minimum Loan amount for Pre Approved Auto Loan to Rs.1.00
Lakhs from Rs.5.00 Lakhs.
Recently, the Bank has also published “Important Checkpoints and DO's & DON'Ts of
Digital Auto Loan” vide circular no. BCC:BR:115/487 dated 23.08.2023.

B. Key Features of Digital Auto Loan:

Particulars Pre-Approved Auto Loan Digital Auto loan (LA 279)
(LA292)
Minimum Limit Rs. 1.00 Lakh Rs. 1.00 Lakh
Maximum Limit Rs. 20.00 Lakh Rs. 50.00 Lakh
Age of the Applicant Minimum 21 Years Minimum 21 Years
Maximum age 57 years and Maximum age at the End of tenure:
repayment should be completed Salaried : 58 Years Non-Salaried:
by the age of 60 65 Years
Tenure Minimum: 36 Months Minimum:12 Months
Maximum: 84 Months Maximum : 84 Months

C. Links for initiating Digital auto loan journey :-

1. Self Service (Customer) journey: - https://dil2.bankofbaroda.co.in/al/autoloan/login#!

2. Bank Officer (assisted) journey: -
https://dil2.bankofbaroda.co.in/al/autoloan/bo-login#!

D. Pre-requisites:-

1. For Salaried - Please keep the following documents handy before starting the
digital journey
 Aadhaar Number connected with mobile number
 PAN Number
 Digital Bank statement for last 06 months or Net Banking Credentials or OTP based
authentication through account aggregator from other bank.
 Web-Camera for clicking picture and performing Video KYC
 Margin money receipt (If applicable)
2. For Self Employed - Please keep the following handy before starting the digital
journey
 Aadhaar Number connected with mobile number
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  PAN Number
 Digital Bank statement for last 06 months or Net Banking Credentials or OTP based
authentication through account aggregator from other bank.
 Digitally generated ITR for last 2 years or ITR E-filing credentials
 Web-Camera for clicking picture and performing Video KYC
 GST Portal Credentials or Digital GST Return for 1 Year
 Margin money receipt (If applicable)
================================================================

DOs & DON’Ts at the time of Income assessment

 Bank Statements uploaded for Income Assessment must be generated digitally.

 ITR uploaded for Income Assessment of Self-Employed customers must be generated
digitally.
 Digital Bank Statements refers to: Downloaded from Internet Banking or periodic bank
statements received from the bank over email).
 Digital ITR refers to: ITR Forms (Form 3 or 4 only) downloaded from the website of Income
Tax Department.
 Revised duration of bank statement requirement: Instead of 12 months, 06 months Bank
Statements are required for Income assessment vide circular reference no.
BCC:BR:113/474 dated 02.08.2021
Income Assessment (Bank Statement/ITR Upload)
DOs
Bank Statement for 6 months duration months is required (Can be a single
statement or a combination of multiple statements)
Statement to be uploaded are required for Last 6 completed months, e.g. if user is
uploading the statement anytime during the month of January 2024 then the
statement should be from 01-07-2023 to 31-12-2023.
If uploading multiple statements, it should be in ascending chronological order (In
the above example, statement starting July 2023 should be uploaded first followed
by subsequent periods and ending with December 2023)
Bank Statement from Multiple Banks are not allowed
For Salaried Individual- salary credit should be there in at least five out of six
months
For Non-Salaried Individual- transactions should be there in every month
For Non-Salaried Individual- the statement should be in the name of individual and
not on the name of the firm. Saving or Current accounts in the individual name are
acceptable.
If Bank Statements are password protected, same is required to be punch in case
sensitive manner at “Enter Password” tab
DON’Ts
Scanned PDFs of Bank Statement/ITR are not supported by system.
In case of ITR, Acknowledgement upload is not accepted.

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9 Digital Education Loan
Product Overview

We refer to our Circular No. BCC:BR:114/503 dated 28.07.2022 regarding “launching of

Digital Education Loan for Premier Institutes in India (without Collateral) through Digital
lending platform”. Digital application process of Education Loan is defined with a system
based sanction.

Recently, Non Preapproved premier institutions in India were also added to avail Digital
Education loan vide Circular No. BCC:BR:114/676 dated 19.08.2022.

E. Features/Benefits

Following are the key highlights of the Digital Educational Loan journey:
 End to end journey (till disbursement) for both Existing-to-Bank (ETB) and New-
to-Bank (NTB) customers.
 For Existing to Bank (ETB) customers data population from CBS & for New to
Bank (NTB) customers from Aadhaar.
 Execution of Loan agreement through Aadhaar-based e-sign/e-stamping.
 Dedicated contact centre support to guide customers in the event of drop–offs.
KEY FEATURES

Limits Minimum - Rs.1.00 Lakh

Category Maximum Loan Limit
without security
Institutions under List-AA Rs.40.00 Lakh
Institutions under List-A Rs.30.00 Lakh
Institutions under List-B Rs.15.00 Lakh
Institutions under List-C Rs.10.00 Lakh
• Need based finance subject to future repayment capacity
based on projected future earning which should
commensurate with past placement records and average
packages offered to the pass outs of the college.
• The above limits shall be updated in line with circular issued
by the Bank from time to time.
Institute type The premier institutes are further divided in two categories
for Digital journeys, which are as under:-
1. Pre-approved Institutes (With/without Co-applicant)
2. Non- Pre approved Institutes (only with Co-Applicant
Margin NIL (Applicable if loan amount is lesser than the course fee)
Co-Applicant Co-applicant is required for execution of documents for all

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 Institute except for the Pre-Approved Institutes without co-
applicant.
• Requirement of Co-obligation of co-applicant for the
selected premier institutes (identified as Pre-Approved
Institutes without co-applicant) is waived.
• The documents should be executed by the student and the
Parent / guardian as joint borrowers. In case of married
student, co-obligator can be either spouse or the parent(s) /
Parents -in-law.
Bureau Score cut off Minimum Cut off Score for Applicant & Co-applicant: 700
(CIBIL Credit Vision Score). Score of -1 can also be
Considered.
• Only one bureau report (CIBIL) will be considered for all
loan amounts for bureau validations as per Digital
Lending Policy.
Rate of Interest For List-AA Institutions (Any Amount): BRLLR + 0.25%
For List-A Institutions (Any Amount): BRLLR + 0.25%
For List-B Institutions:
Up to Rs. 7.50 Lacs: BRLLR+ 1.35%
Above Rs.7.50 Lacs: BRLLR+ 1.10%
For List-C Institutions:
Up to Rs. 7.50 Lacs: BRLLR+ 2.10%
Above Rs.7.50 Lacs: BRLLR+ 1.85%
B. URL for initiating Self Service:

Customer Journey (Self Service or Do It Yourself) on Mobile handset/ PCs/ Laptops:

https://dil2.bankofbaroda.co.in/el/
Branch Officer Journey (BO Journey): https://dil2.bankofbaroda.co.in/el/eduloan/bo-
login

C. Pre-requisites for Digital Education Loan Journey

Student Co-applicant (if applicable)

PAN Number PAN Number
Aadhar Number Aadhar Number
Admission letter received Digital Bank Statement of last -6- completed months
from the Institution by the OR netbanking credentials
student with the fee details.
Marksheet of the latest For Salaried: For Self Employed:
passed examination Employment Proof 1. ITR e-filing credentials or
Payment proof of any Digital ITR returns for the last -
payment already done to 2- years.
the Institute. 2. Business proof – GST portal
credentials or Digital GST

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 returns for last -1- years
(optional)

Necessary DO’s while navigating pre-sanction journey through Branch

Intervention:
Journey Stage Dos DON’Ts

Upload digitally generated Bank statement for the In case of joint account statements
last 6 month. Do Not upload those statements
Bank In case of joint account statement ensure that the where the applicant is not the 1st
Statement applicant is 1st account holder. account holder.
Stage

Upload only those statements which is in the In case of Salaried employee DO

individual name of the customer NOT upload the Bank statement in
which the salary in NOT being
In case of Salaried employee upload the Bank
credited.
statement in which the salary in being credited.
In case of self-employed customer, upload Bank In case of self-employed customer
statement in which there is at least one credit entry DO NOT upload statements in name
every month in last 6 months of their firm.

Prefer uploading statement through account In case of Bank Statement upload

aggregator or Net banking credentials to prevent Do Not try to remove password from
upload of fraudulent/manipulated or edited bank password protected files using
statement. various tools. Upload the file as it is.
ITR upload Upload last 2 years ITR-3 or ITR-4 DO NOT upload ITR other than ITR
stage -3 and ITR-4.

Digital Renewal/ Review Process for MSME Exposure up to ₹ 1.00 Cr.

 Under EASE 3.0 compliance, in order to bring in process efficiency and

standardization in renewal/review of small ticket size MSME Loans, Our Bank
launched Digital Renewal Process for MSME loans having total exposure up to ₹
25.00 Lacs via circular no. BCC:BR: 113:334 dated 14.06.2021.
 Later via circular no. BCC:BR:115:89 dated 09.02.2023 MSME Exposure cap for
Digital Renewal process was enhanced from ₹ 25.00 Lacs to ₹ 1.00 Cr and its scope
was also extended to Food and Agro based schemes of Agriculture along with existing
MSME schemes.
 Process flow of Digital Renewal/Review Process starts with A/c Selection where batch
of accounts, due for renewal in next three months are selected, extracted from CBS
and uploaded on Renewal Platform.
 Then these A/c are passed through Upfront Account Filtration Criteria also called
(Gating Criteria), which places checks upon DPDs (<90 days), LAD in CBS (<34
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 months), Asset Classification (Standard), MSME Classification as per CBS (Micro or
Small), Facility Type (CC/LA/OD), Exposure (< ₹ 1.00 Cr.)
 After Gating Criteria, selected accounts are put through Data enrichment Checks as
per CBS i.e. in CBS Accounts must have a valid Mobile No. Pin Code, Address and
PAN (if applicable).
 Those accounts which does not pass through Gating and Data Enrichment Checks
are moved to manual review, where branch proceeds with the standard manual review
process. Accounts which pass through Gating and Data Enrichment Checks their
A/c Holders will be sent an intimation from renewal platform in the form of Email/SMS
containing the link that will lead the borrower to Digital Renewal Borrower Interface.
 Borrower Clicks the link, enters registered mobile No. and login using OTP
Authentication, upon login he will land on Basic Details page such as Name,
Constitution, Address as per bank records, Credit Facility details.
 At basic details page borrower will be asked to validate (Mark YES or NO) the Pre-
filled basic details fetched from CBS, if Pre filled details are not successfully validated
by the borrower, account will be moved to manual review. Upon successful validation
borrower is moved to the next stage of Digital Renewal Process, where system will
ask for consent for fetching bureau score.
 After fetching bureau score borrower will be asked to enter basic details up to extent
to which is not populated in CBS such as details of Proprietor/Partner/Director.
 In next step, borrower having CC/OD with or without TL will be required to provide
Actual Sales, which is fetched from GST records (for regular GST filer). If Borrower
is Composite GST Filer or Non Filer actual sales will have to be manually entered.
Estimated Sales will be entered manually (GST/Composite GST/Non Filer).
 For Exposure up to ₹ 2.00 Lacs, ITR is not required, for ₹2.00-10.00 Lacs ITR has to
be obtained from borrower either physical copy or uploading the soft copy, but for
exposure greater than 10.00 Lacs ITR has to be uploaded into Digital Renewal
Portal.
 In next stage customer will be required to give some confirmation and declaration,
post which Decision Matrix at the renewal Platform will run, on the basis of parameters
related to conduct of account, credit history and financial Performance of the borrower.
 System Checks are built to ensure that the customer leg of journey is completed within
a TAT of 28 days.
 The result of the Matrix will be Either Green or Amber. In case of Green Decision
borrower will get an In Principle Approval message via SMS & email-
“Congratulations! Your Loan/Facility has been renewed/reviewed in-principle
subject to compliance checks.”
 In case of Amber decision borrower will get an In Principle Approval message via
SMS & email- “Congratulations! Your Loan/Facility has been renewed/reviewed
in-principle subject to Credit Assessment and compliance checks.”

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 Post completion of decision matrix, case is pushed to banker interface for further
processing.
 Basically there are three steps involved in Branch Journey of processing
Renewal/Review Proposal, 1) Credit Check 2) Compliance Confirmation & 3) Approval
 Credit Check is required only for A/c of Amber Category rest is common for both
Green and Amber Category Accounts.
 Under Credit Checks (Decision Matrix Confirmation) The parameters which have
scored <=5 in the Working Capital decision matrix and the parameters which have
been classified as Amber in the Term Loan decision matrix will have to be evaluated
as part of the credit check to decide acceptability of those parameters in the context
of renewal/review of the exposure.
 Comments regarding justification for acceptance will have to be incorporated against
each accepted parameter.
 The Branch may reach out to the customer for obtaining justification/ clarifications
required at this stage.
 Acceptance of all the applicable parameters will be a pre-requisite for enabling
approval of the case in digital mode.
 The next step of Compliance Confirmation will include branch confirmation
regarding availability and validity of critical documents, compliance with critical
terms & condition of sanction, rectification of inspection irregularities, confirmation of
internal rating basis latest financials, if the same has been made available by the
borrower through the renewal platform and certain other confirmations which are
required to enable digital renewal/review process.
 The next step of Approval will involve assessment of CC/OD limit, confirming the
renewal/review amount & review period of loan/facility, providing certifications, giving
rationale wherever required and according approval of the renewal/review proposal.
 If all the requisite checks on the platform are successful, the "Approve" button is
activated.
 As soon as the case is approved, an intimation is sent to the customer via email and
SMS regarding the successful digital renewal/ review of the case.
 Even if some of the cases are not extracted through ACOE dashboard due to
classification or other such issues and therefore do not enter the digital renewal
process, Branches will have the responsibility to ensure review of each case as per
Bank's guidelines.
 System Checks are built to ensure that the branch leg of the journey is completed
within a TAT of 20 days.
 Post Completion of Digital Renewal Process Physical copy of CAM will be
maintained by branch, renewal date will be manually updated in CBS, Sanction
Letter will be issued to the customer and PSR will be done as per Bank’s extant
guidelines.

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10 Digital Personal Loan- Product Gist
Product Overview

Under the umbrella of Digital Personal Loan the Bank has launched two distinct product
lines namely “Digital Pre Approved Personal Loan” & “Digital Personal Loan (for
ETB Non pre-approved & NTB)” for catering to overall universe of eligible customers.
1. Digital Pre-approved Personal Loan (PAPL) [launched vide circular
BCC:BR:113/453 dated 26.07.2021]

PAPL is an analytics based product with end-to-end digital offering from application to
disbursement offered to Bank’s Existing-to-Bank (ETB) pre-approved customers. The
pre-approved base is carved out of Bank’s SB A/c portfolio on the basis of business rules
relating to banking variables, vintage, bureau parameters and other health and hygiene
parameters. The customers can avail their pre-approved limits through the journey
without undergoing further income assessment.
The customers can check their eligibility and limit by sending an SMS by typing: 'PAPL
<space> <last four digits of BOB debit card No.>' to 8422009988.

2. Digital Personal Loan (for ETB Non pre-approved & NTB) [launched vide circular
BCC:BR:113/474 dated 02.08.2021]

This variant caters to two categories of customers viz. (i) The Existing-to-Bank (ETB)
customers not covered under PAPL, and (ii) New to Bank (NTB) customers. The product
offers a seamless digital journey from application to disbursement. The digital journey
involves income assessment and eligibility calculation on the basis prescribed digital
income documents.

F. Features/Benefits
Following are the key highlights of the Digital Personal Loan journey:
 End to end journey (till disbursement) for both Existing-to-Bank (ETB) and New-
to-Bank (NTB) customers.
 The customers can avail the loan through the Bank's website, bob World App,
and bob World Internet (NETBANKING).
 Apart from the self-service channels as mentioned above, the Bank has also
launched an Assisted Journey for Digital Personal Loan vide circular no. BCC:BR:
115: 132 dated 27.02.2023 to facilitate branch-led Digital PL business as well as to
handle various drop off scenarios of the self-service journey through branch
intervention.
 Pre-population of requisite applicant's details from verified data sources to minimize
customer data entry. For Existing to Bank (ETB) customers data population from
CBS & for New to Bank (NTB) customers from Aadhaar.
 System-based sanction through defined Business Rule Engine using digital data
sources.
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  Execution of Loan agreement through Aadhaar-based e-sign/e-stamping.
 Dedicated contact centre support to guide customers in the event of drop–offs.
Salient Product Features
Particulars Digital Pre-Approved Digital personal loan (ETB Non
Personal Loan Pre-approved & NTB)
Scheme Code* LA247* LA251
Minimum Loan Limit Rs. 50,001/- Rs. 50,000/-
Maximum Loan Limit Rs. 5,00,000/- For ETB: Rs. 10,00,000/-
For NTB: Rs. 5,00,000/-
For NTC: Rs. 5,00,000/-
Age of the Applicant Minimum 21 Years Minimum 21 Years
Maximum 57 Years Maximum age at the End of tenure:
Salaried - 58 Years
Non-Salaried - 65 Years
Tenure Minimum: 18 Months Minimum: 12 Months
Maximum: 36 Months Maximum : 60 Months
Bureau Score Cut off 701 (-1 is also eligible) 701 (-1 is also eligible)
Income Assessment Not required Income Assessment done during the
digital journey
Rate of Interest Based on Bureau score and Based on Bureau score
internal scorecard
Pre-payment Charges NIL NIL
*Scheme Code LA197 is not in use vide circular number BCCBR:115: 119 dated 01-03-2023
B. URL for initiating Self Service/Branch Assisted journey:

1. Customer Journey (Self Service or Do It Yourself) on Mobile handset/ PCs/ Laptops:

https://dil2.bankofbaroda.co.in/pl/
2. Branch Assisted Journey (on CBS PCs): https://dil2.bankofbaroda.co.in/grid

C. Pre-requisites for Digital Personal Loan Journey

Salaried Non-Salaried
Valid Mobile Number Valid Mobile Number
Aadhar Number connected with Aadhar Number connected with mobile
mobile
Valid PAN Number Valid PAN Number
Digital Bank Statement of last -6- Digital Bank Statement of last -6- completed
completed months OR net banking months OR net banking credentials
credentials
Web camera for clicking pictures Web camera for clicking pictures and performing
and performing video KYC video KYC
ITR e-filing credentials or Digital ITR returns for the
last -2- years
GST portal credentials or Digital GST returns for
last -1- years (optional)

D. DOs & DON’Ts at the time of Income assessment

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  Bank Statements uploaded for Income Assessment must be generated digitally.
 ITR uploaded for Income Assessment of Self-Employed customers must be
generated digitally.
 Digital Bank Statements refers to: Downloaded from Internet Banking or periodic
bank statements received from the bank over email).
 Digital ITR refers to: ITR Forms (Form 3 or 4 only) downloaded from the website
of Income Tax Department.
 Revised duration of bank statement requirement: Instead of 12 months, 06 months
Bank Statements are required for Income assessment vide circular reference no.
BCC:BR:113/474 dated 02.08.2021
Income Assessment (Bank Statement/ITR Upload)
DOs
Bank Statement for 6 months duration months is required (Can be a single statement
or a combination of multiple statements)
Statement to be uploaded are required for Last 6 completed months, e.g. if user is
uploading the statement anytime during the month of January 2024 then the statement
should be from 01-07-2023 to 31-12-2023.
If uploading multiple statements, it should be in ascending chronological order (In the
above example, statement starting July 2023 should be uploaded first followed by
subsequent periods and ending with December 2023)
Bank Statement from Multiple Banks are not allowed
For Salaried Individual- salary credit should be there in at least five out of six months
For Non-Salaried Individual- transactions should be there in every month
For Non-Salaried Individual- the statement should be in the name of individual and
not on the name of the firm. Saving or Current accounts in the individual name are
acceptable.
If Bank Statements are password protected, same is required to be punch in case
sensitive manner at “Enter Password” tab
DON’Ts
Scanned PDFs of Bank Statement/ITR are not supported by system.
In case of ITR, Acknowledgement upload is not accepted.

Detailed instructions issued vide circular BCC:BR:115:442 dated 02-08-2023 for

Important Checkpoints and DO’s & DON’Ts of Digital Personal Loan.

11 Debit Card Insurance Policy

In order to safeguard our esteemed customer’s interest against fraudulent siphoning of
money from their accounts using Bank issued Debit card and credentials i.e. unauthorized
use of Bank’s Debit Card.
Circular No. BCC:BR:115:514 dated 19/08/2023 issued for renewal of policy effective from
27th July 2023 to 26th July, 2024. The policy issuing office is National Insurance Co. Ltd.

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Lodgement of claim:
Once customer submit letter of intimation regarding fraudulent transaction to the branch,
branch will advise customer to submit following documents to the Branch for onward
submission to our office:
 Customer Intimation Letter

12 Customer's letter of intimation regarding fraudulent transaction addressed to

Bank (Customer letter to Bank)
 Claim form duly filled and complete In all respect & signed by claimant and verified by
the Branch officials with seal & signature. (given in Annexure I)
 Proforma Undertaking from the customer (copy enclosed). Copy of FIR or Letter of
complaint duly acknowledged by the Police Authorities. (lf the claim If Rs. 50,0001-
and above)
 A copy of statement of Customer's account indicating disputed I fraudulent
transactions.
 Copy of passport, in case of International transactions.
 Debit Card Copy (as per security requirement)
 Branches must also send clearly scanned copy of required documents on e-mail
address: [email protected] with CC to [email protected] for scrutiny and
further action.
 Original Documents are to be sent to this department for onward submission to
Insurance Company at address mentioned below:

13 Cyber Security

Internet Banking Security Tips:

Golden Rules to make your Internet Banking experience safe and secure

1. Change your Password at regular intervals

2. Help SBI in preventing frauds (phishing) by reporting such incidents to

3. Access portal by typing https://www.bobibanking.com/Do not click on any

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 Shortcuts/links

4. Avoid accessing your account from public places like cyber cafes

5. Use virtual keyboard to enter user ID and Password

6. Avoid entering sensitive info in pop-ups

7. Track your transactions and usage history regularly

8. Use latest and genuine software on your system with secure settings.

Mobile Banking Security tips:

✔ In case your mobile is deactivated without your request or you get a call in this
regard, somebody may be trying to get a duplicate SIM/ steal your credentials like
OTP (One time password), Tracker ID for beneficiary registration etc.

✔ Our bank does not ask for the details of your account like /PIN/ Password/ mobile
numbers etc. Therefore any one pretending to be asking you for information may be
fraudulent entities.

✔ Any caller pretending to be from our Bank / Contact Centre may persuade you to
reveal your credentials like User Id and password stating that password sent to you
is erroneous and correct password needs to be sent. Please do not entertain such
requests as they are fraudulent entities.

✔ In case any unauthorized access to your information, accounts or disputed

transactions, using internet Banking service, please check immediately with telecom
service provider and contact the Bank on 1800 258 44 55/1800 102 44 55.
SECURITY OF YOUR PASSWORD:
❖ Please note that your password(s) are of utmost importance in Internet Banking. It is
the only way to identify you, by the system. Therefore, its security is very crucial.

❖ Please do not write these passwords anywhere.

❖ If you feel someone knows any of your passwords (i.e. it is compromised), please
change the password immediately.

❖ You should change the passwords at a regular interval (you will be forced to change
the password by the system, if you do not do so after 90 days)

❖ Do not share your username and password(s) to anybody, including bank staff.
(Bank does not require your user id or password at any point of time. So if you

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 receive any communication asking for this information, please do not send your user
id or password(s).

❖ Do not use name of your spouse, children etc. as a password, since they are very
easy to crack. Further, avoid using important dates (wedding anniversary, birthdays
of yourself/ spouse/ children etc.) as your password.

❖ Relatives name or date of birth or address in your password.

PHISHING

Phishing, also called spoofing, is the act of attempting to fraudulently acquire sensitive
information, such as passwords and credit card details, by masquerading as a trustworthy person
or business with a real need for such information in a seemingly official electronic notification or
message.

The e-mail directs the user to visit a web site where they are asked to update personal
information, such as passwords and credit card, social security, and bank account numbers that
the legitimate organization already has.

Bank sincerely requests you to read and implement following Instructions to protect yourself
from Phishing.

Never respond to emails that request personal information

We would never ask for your personal details through an email/ phone. Nor would we ask for
your password through any means, online or offline.

Always check the URL and the Security Certificate.

Keep your computer secure by Installing and continuously updating Anti-Virus software(s).

Do not leave your computer unattended while you are accessing Internet banking services.

ATM Safety Tips

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● Memorise your PIN. Do not write it down anywhere ,and certainly never on the card itself
● Your card is for your own personal use. Do not share your PIN or card with anyone, not even
your friends or family
● "Shoulder surfer" can peep at your PIN as you enter it. So stand close to the ATM machine and
use your body and hand to shield the keypad as you enter the PIN
● Do not take help from strangers for using the ATM card or handling your cash
● Press the 'Cancel' key before moving away from the ATM. Remember to take your card and
transaction slip with you
● If you take transaction slip, shred it immediately after use
● If your ATM card is lost or stolen, report it to your card-issuing bank immediately
● When you deposit a cheque or card into your ATM, check the credit entry in your account after a
couple of days. If there is any discrepancy, report it to your bank
● If your card gets stuck in the ATM, or if cash is not dispensed after you having
keyed in a transaction, call your bank immediately.

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