What is a Retrieval Request?

A retrieval request, also known as Copy Request/Request for Information (RFI), is a query raised by the Issuer to the Acquirer on behalf of the cardholder seeking more information regarding a transaction which was charged to the cardholder’s card.

We will notify you of all Retrieval Requests along with the corresponding reason code and the reason code description to help you understand the request and answer it properly. We advise you to respond to them by providing us with all of the relevant information within the stipulated timeframe. Failing to respond to a retrieval request can deprive you of the opportunity to question any chargeback/disputes on the transaction at a later stage, meaning that you will have to accept the liability. You can contact the customer/cardholder and clarify his/her doubts to resolve the matter and prevent it from escalating further.

You are required to respond with the relevant information no later than 10 days from the notification date. You can upload your response in the form of a PDF or MS-Word File into our document uploader. Please use the unique upload URL mentioned against the transaction in our email notification to upload documents. Only one document per upload is allowed. Please consolidate all evidence into a single file before uploading it (max file size not to exceed 2MB for PDF files).