Retrieval request
A retrieval request can be initiated for transaction-related information or documents when the payer or issuer has doubts about a transaction. The retrieval request process is displayed in the following graphic:
Figure 1: Flow chart of retrieval request
Terms of retrieval request response
- The merchant needs to respond within ten (10) calendar days upon receipt of a retrieval request. If the merchant fails to respond within the specified timeframe, the payer might initiate a second retrieval request for the same transaction. If the initiator of the retrieval request is the authority, the merchant's failure to respond on time may cause the authority to directly judge the merchant to be liable, resulting in a loss of funds for the merchant.
- The merchant needs to select an appropriate response code, and may provide a supplementary description.
- The merchant needs to collect, sort, and submit the information and/or documents according to the request by the Issuer.
- The information and/or documents provided by the merchant shall be authentic, complete, and legible.
- The merchant needs to provide all information and/or documents in English. Non-English materials must be accompanied with a legalised English translation version.
Response codes of a retrieval request
If the retrieval request is initiated, the merchant needs to respond the following response codes for each case:
Response Codes | Description |
001 | Able to provide all the information and/or documents requested in the Retrieval Request. |
002 | Able to provide part of the information and/or documents requested in the Retrieval Request. |
003 | Unable to provide all of the information and/or documents requested in the Retrieval Request. |
Table 1: Response codes of a retrieval request
Documents required
The following documents are required for a retrieval request response:
Documents | description |
| Transaction receipt | Transaction receipt refers to the sales receipt issued by the merchant, which displays the merchant's name; the description, price and quantity of the product/service related to the transaction; the transaction date; the merchant's transaction order number; the transaction amount, any surcharge amount imposed by the merchant and tax amount (if available) in the relevant payment currency. |
| Proof of delivery | Proof of delivery refers to the documents which prove that the purchased product or service was delivered as agreed, as well as display the name of logistics company, the delivery tracking number, the name and delivery address of the receiver, the signature of delivery confirmation, and the Terms and Conditions related to the delivery. |
Merchant information | 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. |
| Buyer information | Buyer information available to the merchant (if any) includes the buyer's name, contact information, and address. If the merchant is unable to provide the buyer's information in response to a Retrieval Request, he/she is required to specify the reason. |
Customs information | Customs information includes the customs declarer, cargo information, customs declaration time, etc. |
Other Documents | Other documents as reasonably required and described in the Retrieval Request. |
Table 2: Documents for a retrieval request response