Retrieval request
A retrieval request can be initiated for transaction-related information or documents when the payer or issuer has doubts about a transaction. The retrieval request process is displayed in the following graphic:
Figure 1: Flow chart of retrieval request
Reason Codes of a retrieval request
If a retrieval request is initiated, you can identify the underlying cause and take appropriate action based on the following reason codes:
Reason Codes | Description |
01 | Transaction Documentation Request |
02 | Transaction Documentation Request — Travel & Entertainment |
03 | Transaction Documentation Request Due to Cardholder Dispute |
04 | Transaction Documentation Request for Fraud Analysis |
05 | Good Faith Investigation |
06 | Transaction Not Recongnized |
Table 1: Reason Codes of retrieval request
Terms of retrieval request response
- You need to respond within ten (10) calendar days upon receipt of a retrieval request.
- You need to select an appropriate response code and may provide a supplementary description.
- You need to collect, sort, and submit the information and/or documents according to the request by the Issuer.
- The information and/or documents provided by you shall be authentic, complete, and legible.
- You need to provide all information and/or documents in English. Non-English materials must be accompanied by a legalized English translation version.
Response codes of a retrieval request
If a retrieval request is initiated, you need to respond to the following response codes for each case:
Response Codes | Description |
001 | Able to provide all the information and/or documents requested in the Retrieval Request. |
002 | Able to provide part of the information and/or documents requested in the Retrieval Request. |
003 | Unable to provide all of the information and/or documents requested in the Retrieval Request. |
Table 2: Response codes of retrieval request
Documents required
The following documents are required for a retrieval request response:
Documents | description |
| Transaction receipt | A transaction receipt is defined as the sales receipt issued by the merchant that includes the merchant's name, detailed description of the product or service (including price and quantity), transaction date, merchant's transaction order number, transaction amount, any surcharge imposed by the merchant, and the tax amount (if applicable) in the relevant payment currency. |
| Proof of delivery | Proof of delivery is defined as documentation that verifies the product or service was delivered per agreement. It includes the logistics company's name, delivery tracking number, recipient's name and address, signature confirming delivery, and the Terms and Conditions related to the delivery. |
Merchant information | Merchant information refers to the merchant's name, the address of the merchant’s store or the merchant’s website information (URL), and the merchant’s contact information. |
| Buyer information | Buyer information available to the merchant (if any) includes the buyer's name, contact information, and address. If the merchant is unable to provide the buyer's information in response to a Retrieval Request, they are required to specify the reason. |
Customs information | Customs information includes the customs declarer, cargo information, customs declaration time, etc. |
Other Documents | Other documents as reasonably required and described in the Retrieval Request. |
Table 3: Documents for a retrieval request response