American Express Retrieval Request

This American Express flow is kicked off from the Other Actions menu at Disposition Case. The user will be prompted to complete the questionnaire to initiate the retrieval request. 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.

Question	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 American Express Recovery Options 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+

Rule(s)

Amex Retrieval Request