Cost Arbitration Flow - View Holder / Issuer

1. CDT – Arbitration Training on the process of Opening of Ticket - Cost Arbitration Activity Nov.2018

2. Cost Arbitration Flow - View Holder / Issuer EXCHANGE FLOW seller view SELLER CDT - ARBITRATION OPEN DISPUTE Auzituck PARTNER/ Relationship Center OPEN TICKET Zendesk ACCREDITING ENTITY RECEIVES CBK ACQUIRER VROL - $ DISPUTE AMOUNT SHALL BE CREDITED in the holder´s prepaid card - Auzituck Dispute Result = Favorable Center informs that credit to holder will be made to bearer and closes ticket Zendesk CBK Seller´s responsibility? POSTED VALUE losses CDT our SUB-ISSUER or Inform holder on the non-accepted Dispute There may be postings to losses Partner with credit to Holder in special situations Ex.: Minimum value arbitration does not allow dispute - $ + $ VROL YES NO + $ - $ Dispute Result = Unfavorable Center informs by closing ticket Zendesk This Picture of Unknown Author is licensed in CC BY-NC-ND

3. EXCHANGEArea´s assignments The Arbitration process meets the deadlines, rules and cycles established by the Flag. Issuer is responsible, in this case, CDT, for intermediating the arbitrations of the Holders of Prepaid Card with Accrediting Entities through process inspected by VISA Flag. Thus, all rules, procedures and manuals for Arbitration are CDT´s exclusive use, as Issuer of Prepaid Card.

4. EXCHANGEArea´s assignments • The Holder contacts the Partner´s Relationship Center (CDT – Zendesk) • The Analyst of the Relationship Center carries out an “interview” with Holder, in order to understand the reasons for the Arbitration and proceed with the opening of the case in Zendesk system. • The Analyst of the Relationship Center should advise the Holder, when is required to send the mandatory supporting documentation, as Arbitration support. • CDT Challenge area analyzes the cases opened in Zendesk system and determines through the rules of the Flag (VISA) what cases are to be sent for Arbitration with Acquirer.

5. EXCHANGEArea´s assignments • In case Acquirer (who represents the seller) does not accept the Arbitration and makes the resubmission, CDT team will perform the analysis and decide on: • Not accepting the resubmission and proceeding with the cycles of the Challenge • Accepting the resubmission and informing the Holder (via Relationship Center) on the non-accepted Arbitration • Accepting the resubmission and attributing financial liability to CDT or to Partner, benefiting the Holder with the credit of the arbitrated amount.

6. EXCHANGEArea´s assignments • In case Acquirer accepts the Arbitration, the Holder will receive the credit related to the challenged amount, as balance in his/her account/Prepaid card. CDT´s Arbitration Analyst closes the case in CDT´s internal system and updates the ticket opened at Zendesk The Relationship Center closes the ticket in Zendesk with final response to Holder, by e-mail registered in the form.

7. Arbitration Timeframes per Challenge Class - VISA Challenge per Processing Error and Trade Disagreement Challenge per Fraud and Authorization Each cycle of the process ensures the Issuer members and Acquirer with timeframe for response, which is established by the Flag. According to the flow, 30 days for each cycle.

8. Guidelines Minimum amount for Challenge (*): BRL 25.00 (twenty-five Brazilian Reais) for national transactions and USD 25.00 (twenty-five US Dollars) for international transactions, except for boarding fees and Recurrent Transactions. (T&E). (*) In case arbitrated by Holders of lower amounts, they will be posted as operational losses of Partner´s customer The Assistant should help the Holder to remember the Transaction, when alleged that it is not recognized and additional information is required to establish Transaction validity. Assistant can suggest the delivery to Holder´s e-mail, of the “substitute receipt”, which corresponds to the sales slip, so that Holder can “remember” the Transaction and, therefore, avoid the opening of the Dispute.

9. Guidelines In case Holder insists in arbitrating the expense, the Assistant should start the interview and fill in the form. IMPORTANT The Assistant should advise Holder to send the supporting documentation (when required), as soon as possible upon opening of the Arbitration; besides informing that the documentation is not sent within the timeframe, the case will be closed without opening the Dispute with the Flag. Note: Form some cases of Arbitration listed below, the Dispute is related to the internal incident verified by CDT. E.g. : Error for late submission; recovery report card.

10. Guidelines The first Assistant´s action will be clarifying with the Holder of the Prepaid Card, if Arbitration is concerning a Transaction Recognized by him/her, or if the Transaction is Not recognized. For such, the FIRTS ASSISTANT´S ACTION WILL BE: Identifying if the arbitration took place by FRAUD or TRADE DISAGREEMENT • Fraud: When Holder alleges that neither he/she, not anyone authorized by him/her took part in the Transaction. • Trade Disagreement: When the Holder recognizes to have taken part in the Transaction, however, alleges the occurrence of a Trade Disagreement, on the seller´s part, with respect to the Transaction.do ando o cliente alega não reconhecer as Despesas efetuadas no cartão de credito.

11. Opening of Arbitration – Categories and reasons for Dispute • Fraud • Multiple Fraudulent Transactions =when several Transactions were carried out by a same Prepaid Card, in an only Commercial Establishment, without Holder´s permission and Holder recognizes at least 1 Transaction performed in the Commercial Establishment, with Gift Card • Fraud Transaction Gift Card =Holder dis not authorize or take part in a Transaction carried out with the presence of the Prepaid Card / cloned / stolen / forged card number • Fraud Transaction Non-Gift Card = Holder does not recognize the transaction carried out in Non-Gift Card environment (mail / telephone / internet) • Transactions with Lost / Stolen / Misplaced Card = Holder alleges that the Prepaid Card has been lost, stolen or has not received the requested card.

12. Opening of Arbitration – Categories and reasons for Dispute • Authorization • Recovery report card = Prepaid Card was listed in recovery report • Expired / canceled card = Prepaid Card was in situation different from the regular at the time of the Transaction and there has not been Authorization request • Denied authorization = Transaction was concluded upon Authorization request is denied • Non-authorized = there was no Authorization request for transaction

13. Opening of Arbitration – Categories and reasons for Dispute • Processing Error • Late submission = Credit Transaction was processed over 180 days as of the Transaction date, or debt exceeds 7 days • Transaction incorrect code =E.g.: Transaction was credit and processed as debt • Incorrect currency =Transaction currency is different from that transmitted • Account number/non-existing card =Transaction was processed for a Prepaid card non-existent on Issuer´s base, and there has not been Authorization request • Incorrect Transaction Value = Holder informs that the amount was charged higher or lower and proves through Transaction receipt • Payment by other means =There was the payment attempt with Prepaid Card and, for some reason, it was not confirmed and Holder decided to pay the purchase by another mean. E.g.: cheque or other card.

14. Opening of Arbitration – Categories and reasons for Dispute • Trade Disagreement • Non-Provided Service / Non-Received Good = When Holder did not receive the acquired good or service • Canceled recurrent transaction =When Holder canceled the good and or service receipt and remains being charged in invoice • Defective Good / Service or in non-compliance with the description =When received product or service is defective or does not comply with the description of the Invoice • Non-processed credit = When Seller did not process the credit related to the cancellation of a Transaction and Holder has a receipt of the cancellation • Returned Good / Canceled Service = When Seller did not process the credit related to sale cancellation and Holder has a receipt of the cancellation • Non-receipt of money or charge Transaction value = Applicable to withdrawal and/or recharge Transactions

15. Request for Arbitration Supporting Documentation All Arbitrations requiring the sending of supporting documentation should be sent by the Holder within the timeframe established in CDT´S Exchange policy, thereupon the contact to the Relationship Center to open the Arbitration process. • Canceled recurrent transaction =Document or log of service that proves Holder´s complaint. Holder requested for the cancellation of sending product or service. • Defective Good / Service or not in compliance with the description = Date when good was returned or service was canceled / return evidence by carrier / Return receipt of the good returned to seller or service cancellation log / information on what defect or malfunction was verified by acquirer • Multiple fraudulent transactions =Document that proves that Holder recognizes the participation at least in one Transaction, informing that does not recognize or did not take part in the other complaint Transactions / declaration that Holder had the possession of the Prepaid Card on the date of the event of the Transactions in Arbitration.

16. Request for Arbitration Supporting Documentation All Arbitrations requiring the sending of supporting documentation should be sent by the Holder within the timeframe established in CDT´S Exchange policy, thereupon the contact to the Relationship Center to open the Arbitration process. • Forged transaction gift and non-gift card =Document or letter to Holder denying he/she has authorized or has taken part in the Transaction (*) • Duplicated processing or payment by other means = Documentation that proves the duplication in the collection of the Transaction or evidence of payment of the same Transaction by other means E.g.: Cheque / or other card • Non-processed credit = Documentation that proves the request for cancellation and the awareness by seller Note: (*) The screen to enter the opening of the arbitration of Zendesk already constitutes holder´s arbitration document

17. CDT Contact Exchange / Arbitration All tickets to open Arbitration should be through Zendesk. The e-mail intercambio-baas@conductor.com.br is available only for Partners´contact to CDT Exchange / Arbitration team.

18. Thank you for your attention! Risk and Prevention to Fraud / Exchange 2018