Execute Retrieval RequestThis American Express flow is kicked off from the Other Actions menu at Disposition Case. The user will be prompted to complete the below questionnaire to initiate the retrieval request.
Multiexcerpt
MultiExcerptName
Questionnaire
Question
Property
Type
Values
Mandatory/Optional/Conditional
Notes
Retrieval Request Reason
List
6003 - Chargeback Documentation
6006 - Legal Request or Fraud Analysis
6008 - Cardmember Requests Copy of ROC
6013 - Repeat Documentation Request
6014 - Cardmember Does Not Recognize Transaction or Transaction Amount
6016 - Cardmember Needs for Personal Records
6304 - ATM Journal Roll/Audit Tape Request
Mandatory
Select Recovery Option
List
Displays a list of American Express Chargeback Reason Codes.
Mandatory if Retrieval Request Reason is "6003 - Chargeback Documentation"
See for a list of American Express Chargeback Reason Codes.
Document Type
List
600 - Original ROC
601 - Substitute ROC
603 - Copy ROC
602 - Itemized Documentation
606 - Transaction Log
640 - Proof of Gov. ID Validation
Mandatory
Itemized Document Code
List
00 - Reserved
01 - Signed support
02 - Itemized support
03 - Proof of delivery
04 - Lodging folio
05 - Copy of rental agreement
06 - Copy of S/E’s return policy
07 - Copy of S/E’s cancellation policy
08 - Imprint
09 - Acknowledgment of responsibility for car rental capital damages
10 - Copy of membership contract
11 - Chip Card Transaction Certificate
12 - ATM Audit Tape/Journal Roll
Mandatory if Document Type is "602 - Itemized Documentation+
Once complete the dispute will route into the the Retrieval Request Flow to complete the Execute Retrieval Request assignment. Once complete the dispute will route to the Pending Retrieval Request Response assignment to await a response from the acquirer. If a response is not received with the SLA it will prompt a user to review. When a user indicates a response has been received it will be recorded as part of the Record Retrieval Request Response assignment. Once the Retrieval Request Flow is completed the dispute will route back to the Disposition flow to take action as needed.