Managing Retrieval Requests and Preventing Chargebacks

Retrieval Requests (RR) are almost more important than a chargeback (CB)! If the merchant fails to respond to a RR and a chargeback is filed, it’s an automatic loss for the merchant so it is critical to respond to them immediately.

Additionally, in some cases the merchant can use them to prevent a chargeback from occurring. Example: If there is a known or suspected fraudulent transaction, the merchant can refund the money, or if there should have been a refund due to operational error, they can issue a refund to prevent a chargeback from occurring.

Response Time & Codes:

Response times for Retrieval Requests = 5 calendar days, recommend 2-3 days

Retrieval Request codes for Visa/Master Card:

Visa*: 0028, 0029, 0030, 0032, 0033, 0034, 0035, 0036, 0038, 0039, 0040 0098, 0099 & 34

MasterCard*: 6305, 6321, 6322, 6323, 6341, and 6342

* There are additional RR codes for Visa/MC

Discover Card (DI) calls 1^st Chargeback a Retrieval Request, please do not confuse them and respond as such or you will lose the opportunity to win a Chargeback.

Process for Managing Retrieval Requests:

Below are the suggested processes for refunding a transaction upon receipt of a retrieval request.

Following these protocols will help you with managing retrieval requests to avoid potential chargebacks.

1. If no refund was issued, no potential for fraud and there is not a valid refund request detected in your CRM, respond with standard RR template
   • Do not issue a refund

2. If potential for fraud or a valid refund request is detected, refund transaction and respond with proactive RR Refund template
   • Issue refund
   • Notify acquiring bank
   • Send Proactive RR email template to cardholder

3. If refund has already been issued, respond with RR Refund template
   • Notify acquiring bank about the refund
   • Send a proof of refund along with your refund template

Recommendation: If a refund is issued due to potential fraud, or multiple refunds are issued to the same email address/phone number/cardholder account/cc number, consider banning the credit card number/customer account/email address, etc. to avoid chargebacks.

Responding to a Retrieval Requests (RR):

The case/sequence number must be displayed on the fax cover sheet, email subject line and/or the dispute packet when responding to a RR.

This is required by all Payment Processors in order to meet Card Associations Operating Regulations.

These IDs are used for the Payment Processors, Issuing Banks and Card Associations to identify each RR; without them, we run the risk of a RR being filed as “not responded to” and CBs as immediate reversals due to non-compliance. It is important to note this data is pulled directly from the Payment Processors and therefore, the merchant can access this data.

Time Lines for Issuing Refunds & Chargebacks:

** Do not issue refund if a transaction has exceeded its time frame since the customer will not be allowed to file a dispute after a transaction exceeds the allowed time frame.

Thanks for following the Chargeback Gurus blog. Feel free to submit topic suggestions, questions or requests for advice to: win@chargebackgurus.com