A retrieval request will create a new case within Merchant Manager. It is assigned a unique control number for tracking purposes. A retrieval request is a non-monetary request from an issuing bank to retrieve a sales draft (receipt). These are often generated at the request of a cardholder.
To respond to retrievals or disputes, understand the reason and what is required to challenge and respond. American Express, Discover, Visa, and MasterCard have different reason codes associated with retrieval requests and first-time disputes. To assist the cardholder in recognizing the transaction, provide all the pertinent documentation, including transaction receipts, contracts, and agreements proving the cardholder participated. If credit has already been issued to the cardholder, please provide information about the credit.
Respond to retrieval requests as soon as you receive notification and no later than the recommended 10 days from the incoming date. Failure to respond to these requests may impact your dispute rights when a first-time dispute is received. To view retrievals and their associated reason code, log into Merchant Manager, select Disputes to view the Disputes Dashboard, and select New Retrievals from the Quick Links selection. The Expiry Date provides the last day to respond to the retrieval request. To understand the different time frames, visit Retrieval and Dispute Time Frames.
To respond to a new retrieval item, view the retrieval, and select Respond. A modal window will appear. You will upload a supporting PDF document, create a summary in the Response Description, and then click Respond based on the reason code. The dispute’s status will update from “New (N)” to “Doc Under Review (Q).” Within 24 hours, we will process and send the retrieval response to the card brand. The status will automatically update to “Fulfilled (F).”
Only one PDF file can be uploaded per retrieval response, and the file must be less than 10 Mb in size and five pages in length. Do not password protect or otherwise lock the PDF file. If you receive an error during upload, verify that the file meets all of the required criteria.
IMPORTANT: Do not include the full credit card number for security reasons and PCI-DSS Compliance.
Below is the list of reason codes broken down by the card brand, detailing what specific evidence or information needs to be provided when responding to a retrieval request.
| Card Brand | Reason Code | Description | Documents You Need In Order To Win |
|---|---|---|---|
| Visa | 0027 | IIAS Request | Provide a legible copy of the transaction receipt. |
| Visa | 0028 | Request for a copy bearing the signature | Provide a legible copy of the transaction receipt. |
| Visa | 0029 | T&E Document request | In addition to the transaction receipt, provide any folios, rental agreements, or other documents proving the cardholder participated in the transaction. |
| Visa | 0030 | Cardholder request due to dispute | Provide a legible copy of the transaction receipt. |
| Visa | 0033 | Fraud analysis request | Provide a legible copy of the transaction receipt. |
| Visa | 0034 | Repeat request for a copy | Provide a legible copy of the transaction receipt. |
| MasterCard | 6305 | Cardholder does not agree with the amount billed | Provide a legible copy of the original sales transaction that includes the card number, cardholder's name, and signature along with the amount and description of the merchandise. If credit was issued for this transaction, provide the details of the credit transaction. |
| MasterCard | 6321 | Cardholder does not recognize the transaction | Provide a legible copy of the original sales transaction that includes the card number, cardholder's name, and signature along with the amount and description of the merchandise. If credit was issued for this transaction, provide the details of the credit transaction. |
| MasterCard | 6322 | Request Transaction Certificate for a chip transaction | Provide a legible copy of the original sales transaction that includes the card number, cardholder's name, and signature along with the amount and description of the merchandise. If credit was issued for this transaction, provide the details of the credit transaction. |
| MasterCard | 6323 | Cardholder needs information for personal records | Provide a legible copy of the original sales transaction that includes the card number, cardholder's name, and signature along with the amount and description of the merchandise. If credit was issued for this transaction, provide the details of the credit transaction. |
| MasterCard | 6341 | Fraud investigation | Provide a legible copy of the original sales transaction that includes the card number, cardholder's name, and signature along with the amount and description of the merchandise. If credit was issued for this transaction, provide the details of the credit transaction. |
| MasterCard | 6342 | Potential chargeback or compliance documentation is required | Provide a legible copy of the original sales transaction that includes the card number, cardholder's name, and signature along with the amount and description of the merchandise. If credit was issued for this transaction, provide the details of the credit transaction. |
| MasterCard | 6343 | Real-time Substantiation Audit Request | |
| MasterCard | 6390 | Identifies a syntax error return | |
| Discover | 01 | Transaction Documentation Request | Provide documentation signed by the cardholder indicating that the cardholder agreed to the card transaction. Include delivery confirmation showing the cardholder received the goods and/or services. If credit was issued for this transaction, provide the details of the credit transaction. |
| Discover | 03 | Transaction Documentation Request Due to Cardholder Dispute | Provide documentation signed by the cardholder indicating that the cardholder agreed to the card transaction. Include delivery confirmation showing the cardholder received the goods and/or services. If credit was issued for this transaction, provide the details of the credit transaction. |
| Discover | 04 | Transaction Documentation Request for Fraud Analysis | Provide documentation signed by the cardholder indicating that the cardholder agreed to the card transaction. Include delivery confirmation showing the cardholder received the goods and/or services. If credit was issued for this transaction, provide the details of the credit transaction. |
| Discover | 05 | Good Faith Investigation | Provide documentation signed by the cardholder indicating that the cardholder agreed to the card transaction. Include delivery confirmation showing the cardholder received the goods and/or services. If credit was issued for this transaction, provide the details of the credit transaction. |
| Discover | 6005 | Transaction Documentation Request Due to Cardholder Dispute | |
| Discover | 6021 | Transaction Documentation Request | |
| Discover | 6040 | Good Faith Investigation | |
| Discover | 6041 | Transaction Documentation Request for Fraud Analysis | |
| American Express | 004 | Card Member requests delivery of goods/services ordered not received | Provide the service, ship the goods, or provide proof of delivery or proof of services rendered. |
| American Express | 021 | Card Member claims the goods/services were canceled | Issue credit or provide a copy of your cancellation policy or contract signed by the Card Member and discontinue future billings. |
| American Express | 024 | Card Member claims goods received are damaged/ defective | Provide return instructions. If a return is not permitted, provide a copy of the return or refund policy the Card Member agreed to. |
| American Express | 059 | Card Member requests repair/ replacement of damaged/ defective goods | Provide return instructions and make the appropriate repairs or provide a copy of your return/replacement policy and explain why the goods cannot be repaired/replaced. |
| American Express | 061 | Card Member claims the referenced credit should be a charge | Please submit the charge or provide an explanation of why the credit was issued. |
| American Express | 062 | Card Member claims the referenced charge should be a credit | Please issue the credit or provide supporting documentation and itemization for the charge and an explanation of why the credit was not issued or due. |
| American Express | 063 | Card Member requests replace of goods/services not as described | If replacement is not available or an option, please issue a credit, as the cardmember is dissatisfied with the quality. |
| American Express | 127 | Card Member does not recognize the charge | Provide supporting documentation and itemization of the product and/or service. If goods were shipped, also provide proof of delivery showing the full delivery address. If this information is not available, issue a credit. |
| American Express | 147 | Card Member claims the charge will be paid by an insurance company | Provide a copy of the following documentation: itemized rental agreement, itemized repair bill, and acknowledgment of responsibility signed by the Card Member. |
| American Express | 154 | Card Member claims goods/services were canceled/ refused | Issue credit or provide proof of delivery showing full delivery address, or proof that the Card Member was made aware of your cancellation policy and an explanation of why credit is not due. |
| American Express | 155 | Card Member requests credit for goods/services not received | Please issue a credit or provide proof of delivery or a copy of a signed purchase agreement indicating the cancellation policy and an explanation of why credit is not due. |
| American Express | 158 | Card Member requests credit for goods that were returned | Please issue a credit or explain why credit is not due along with a copy of your return policy. |
| American Express | 169 | Card Member requests credit for a charge with invalid currency | Please issue a credit or explain why credit is not due. |
| American Express | 170 | Card Member requests credit for canceled hotel reservation or car deposit | Issue credit or provide a copy of your cancellation policy and explain why credit is not due. |
| American Express | 173 | Card Member requests credit for duplicate billing | If your records indicate the Card Member was charged twice, please issue credit for the duplicate charge. If credit is not due, provide support and itemization of both charges and explain the validity of both. |
| American Express | 175 | Card Member claims the expected credit has not appeared | Please issue a credit or provide supporting documentation for the charge and an explanation of why credit is not due. |
| American Express | 176 | Card Member does not recognize the referenced CNP charge | Issue credit or provide signed support and itemization for the transaction and explain why credit is not due. |
| American Express | 177 | Card Member claims this charge was unauthorized | Issue credit or provide signed support and itemization for the transaction and explain why credit is not due. |
| American Express | 193 | Card Member claims the charge is fraudulent | For a card-present transaction, provide a copy of the charge record and imprint of the card. For a card-not-present transaction, provide a copy of the charge record, contract, and/or other details associated with the purchase. When applicable, provide proof of delivery with the full shipping address. |
| American Express | 680 | Card Member claims charge amount differs from amount agreed to | Please issue credit or explain why credit is not due and supply supporting documentation. |
| American Express | 684 | Card Member claims charge was paid by another form of payment | Please issue credit or provide proof that the other form of payment was not related to the disputed charge or that you have no record of the other form of payment. |
| American Express | 691 | Card Member is not disputing charge now but request information | Please provide the requested documentation for this transaction. |
| American Express | 693 | Card Member questions charge for damages/theft or loss | Please issue a credit or provide a copy of the following documentation: itemized rental agreement, itemized documentation to support the charge, and acknowledgment of responsibility signed by the Card Member. |
| American Express | R00 | Inquiry Related | |
| American Express | R03 | Insufficient Reply | |
| American Express | S02 | Inquiry Response Received | We have reviewed the response you sent in for the charges in question and will not be debiting your account. Thank you for your timely response to our inquiry. |
| American Express | S03 | Inquiry Response Received | American Express has received the documentation for the inquiry and is reviewing it. |
