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 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 1st Chargeback a Retrieval Request, please do not confuse them and respond as such or you will lose the opportunity to win a Chargeback.
Following these protocols will help you with managing retrieval requests to avoid potential chargebacks.
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.
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.
Card Type | Time Frame |
Visa | 195 Days |
MasterCard | 180 Days |
Discover/AMEX | 365 Days |
** 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.
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