American Express Retrieval Request

This American Express flow is kicked off from the Other Actions menu at Disposition Case. The following reasons are available to choose from:

• 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

Execute Retrieval Response

Execute Retrieval Request

This primary flow action prompts the user to execute the retrieval request and attest to the action has been completed in an external system.  The following instructions will be prompted to the user.

1. Access Network Dispute Manager
2. Click Create
3. Enter the Transaction ID
4. Select Search for Transaction ID, then click Search
5. Once the transaction is located from Available Actions click on Retrieval Request
6. Complete the drop down menus for following details: Retrieval Reason Intended Chargeback Reason, Document Type, Itemized Document Type
7. Click Submit

Check for Merchant Credit

This optional flow action is available via the Other Actions menu.  See Merchant Credits for details.

Pending Retrieval Request Response

Response Received

This primary flow action prompts the user to manually inform the system that we have received a response in regards to the retrieval request.

No Response Received

This optional flow action is available via the Other Actions menu. It manually informs the system that we not have received a response in regards to the retrieval request.

Check for Merchant Credit

This optional flow action is available via the Other Actions menu.  See Merchant Credits for details.