1. How to cooperate

Techcombank and WinCommerce agree to cooperate in payment agency services to provide existing and/or potential customers of Techcombank and Wincommerce with payment agency services as prescribed in Circular 07/2024/TT-NHNN, specific operations include:

Receiving payment service requests from Customers, creating, signing, controlling, and processing transaction documents of Customers, transferring transaction information of Customers to the agent, receiving cash from Customers or paying cash to Customers to perform transactions: Depositing/withdrawing cash into/from the payment account of Customers opened at the agent

 

2. Agency scope

Number of agency points deployed: 45 points, in 03 provinces/cities: Bac Giang, Bac Ninh, and Can Tho.

Both parties will agree upon the number of agency points deployed in each period. Techcombank will notify the State Bank of Vietnam and the State Banks of the provinces and cities where the agency activities are deployed.

 

3. Agency transfer period

2 years, from January 16, 2025, or extended according to the agreement between Techcombank and WinCommerce. The official implementation start date is expected to be from February 19, 2025.

 

4. Method of managing payment agent points

To ensure customer benefits, Techcombank requires that the Agent must comply with the standards, and Techcombank also develops methods and approaches to manage the agent, including:

  • Facilities: The agent must be equipped with camera equipment, cash drawers for cashiers with locks, etc. to ensure security and safety of transactions, cash storage, as well as a basis for handling in case of resolving customer complaints.

  • Staff: 100% of the Agent's staff are required to sign an official Labor Contract with the Agent and be trained in payment agent operations.

  • Training and guidance: Techcombank develops training documents on operations (counting money, collecting/paying money, identifying real money, and counterfeit money...) and instruction scripts, identifying classification and consulting for each customer group, training the Agent to handle situations where errors arise or situations when customers need to complain. The specific tasks that Techcombank performs include:

  • Implementing communications, providing guidance documents and online training courses for agent staff on payment agent operations and operations.

  • Conduct centralized training for all agency staff in each provincial cluster and conduct tests and scoring to evaluate the effectiveness of the training process and the level of understanding of the agency staff, ensuring that all agency staff have fully grasped the operations and can support and guide customers to handle basic errors or guide customers to contact the customer care department for support.

  • Conduct centralized training for all agency staff in each provincial cluster and conduct tests and scoring to ensure that all employees have fully grasped the operations.

  • Conduct online training for all management staff and Store Managers of the Agency to control and manage agency activities at each agency point.

  • Reporting & reconciliation: The two parties will periodically reconcile transactions by day, and periodically every month the Agent needs to send a report on the operating situation, as well as any problems encountered so that the two parties can find a solution (if any).

  • Control of agent transactions:

  • Agents can only perform authorized transactions when in active status and within the permitted transaction time frame.

  • Transaction limits are flexibly set for each agent based on transaction type and time (daily limit, monthly limit).

  • Block all transactions exceeding the limit.

  • Perform automatic transaction reconciliation between the bank and the agent periodically by day to ensure accuracy in recording and statistics of transactions.