Compliance request

2025-06-06 06:53

A compliance request refers to a request initiated by an individual, organization, or institution in specific scenarios to comply with relevant laws and regulations, industry standards, policy requirements, or internal company rules. The core purpose is to ensure the legality and standardization of actions or operations, thereby avoiding legal risks or reputational damage due to non-compliance. Compliance request is an essential part of modern operations, especially in a data-driven and heavily regulated environment. Properly handling such requests is not only a legal obligation but also a reflection of corporate responsibility.

Compliance request process

The compliance request handling process includes the following steps:

Figure 1: Flow chart of compliance request

The issuing bank (such as a bank or financial institution) receives a compliance chargeback request from regulatory authorities or card scheme, requiring verification of specific transactions.
After the card scheme (such as Visa, Mastercard, etc.) confirms that the request is compliant, it forwards the request to Antom for processing.
Upon receiving the compliance request, Antom contacts the merchant involved in the transaction, requesting detailed information related to the transaction (such as purchase receipts, transaction vouchers, etc.).
The merchant organizes and submits the relevant documents related to the transaction as per Antom's request.
After receiving the complete information provided by the merchant, Antom reviews the materials and submits the compliance request response to the card scheme.
The card scheme forwards the compliance request response information provided by Antom to the issuing bank that initially made the request.
After receiving the compliance request response, the issuing bank provides all the documents to the regulatory authorities for verification. The compliance request process has been completed, awaiting verification result.

Terms of compliance request response

You must respond within three (3) calendar days upon receipt of a compliance request. The response must meet the following requirements:

You must organize and submit the corresponding information and/or documents based on the reason code of the compliance request.
All information and/or documents submitted must be accurate, complete, and clearly presented.
All information and/or documents must be provided in English. Any non-English materials must be accompanied by a certified English translation.

Note: If you fail to provide the relevant information or documents within the specified time, your merchant account will be frozen until you successfully provide accurate information or documents.

Response codes and documents required

If a compliance request is initiated, you can identify the underlying cause based on the following reason codes and the following compelling evidence is required for a compliance request response:

Reason Codes	Description	Corresponding Compelling Evidence
1001	India Compliance: Invalid Invoice and/or Air Waybill	All of the following are required: Valid invoice. It must include the invoice number, invoice date, detailed information about both parties, description of goods/services, quantity, unit price, total price, and tax information. Valid air waybill. A formal receipt for air transportation, including flight number, information about sender and receiver, description of goods, weight, volume, and transportation terms.
1002	India Compliance: Invalid Invoice	Valid invoice. It must include the invoice number, invoice date, detailed information about both parties, description of goods/services, quantity, unit price, total price, and tax information.
1003	India Compliance: Invalid Air Waybill	Valid air waybill. A formal receipt for air transportation, including flight number, information about sender and receiver, description of goods, weight, volume, and transportation terms.
2001	Required Documents: Merchant Information, Invoice and Proof of Delivery	All of the following are required: Merchant information refers to the merchant's name, the address of the merchant’s store or the merchant’s website information (URL), and the merchant’s contact information. Proof of delivery is defined as documentation that verifies the product or service was delivered per agreement. It includes the logistics company's name, delivery tracking number, recipient's name and address, signature confirming delivery, and the Terms and Conditions related to the delivery. Valid invoice. It must include the invoice number, invoice date, detailed information about both parties, description of goods/services, quantity, unit price, total price, and tax information.

Supported documents formats

To ensure a smooth upload, you need to submit documents in one of the following four formats:

DOC (maximum file size 4 MB)
DOCX (maximum file size 4 MB)
PDF (maximum file size 4 MB)
JPG / JPEG (maximum file size 4 MB)

Note：For API integration, documents need to be submitted in PDF or packaged as ZIP files if multiple documents are involved.

File upload and processing

Documents for a compliance request response can be uploaded and processed through the Antom Dashboard or the notifyDispute API. Please ensure that the submitted documents meet the requirements of the documents for a compliance request response and that the content is true, complete, and clear, thereby helping buyers verify and resolve transaction issues more efficiently.

Note: Once the files are submitted, they cannot be edited or supplemented. Therefore, it is essential to review carefully before submission to ensure that all relevant documents have been uploaded.