Retrieval requests

Updated on June 29, 2022

Retrieval requests may be initiated by the Issuer based on American Express chargeback rules.

Pega Foundation for Healthcare

Initiate Retrieval request screen - Request reason for copy

On the Initiate Retrieval request screen, the following retrieval reason codes are displayed in the Request reason for copy list:

Message Reason Code	Retrieval Request Notification Reason
6003	Chargeback Documentation
6006	Legal Request or Fraud Analysis
6008	Cardmember requests copy bearing signature (signed support)
6014	Cardmember does not recognize Transaction or Transaction Amount
6016	Cardmember needs for personal record

The Request reason for copy list displays the retrieval reason codes based on the transaction type:

On the Initiate Retrieval request screen, the following chargeback reason codes are displayed in the Chargeback reason list:

ISO Message Reason Code	Conditions
4507 - Incorrect transaction amount or primary account number
4512 - Multiple Processing
4513 - Credit Not Presented
4515 - Paid Through Other Means
4521 - Invalid Authorization
4523 - Unassigned Cardmember Account Number
4527 - Missing Imprint
4530 - Currency Discrepancy
4534 - Multiple ROCs
4536 - Late Presentment
4540 - Credit Not Present	Not displayed if the Program Indicator = 04 - SafeKey
4544 - Cancellation of Recurring Goods/Services
4553 - Not as Described or Defective Merchandise
4554 - Goods and Services Not Received
4750 - Car Rental Charge Non-Qualified or Unsubstantiated
4752 - Credit/Debit Presentment Error
4754 - Local Regulatory/Legal Dispute
4755 - No Valid Authorization
4763 - Fraud Full Recourse	Not displayed if the Program Indicator = 04 - SafeKey, 08 - Oil, 10 - ZCV and Oil
4798 - Fraud Liability Shift - Counterfeit
4799 - Fraud Liability Shift - Lost/Stolen/Never Received	Not displayed if the Program Indicator = NS - No Signature/No PIN

The Chargeback reason list displays all the ISO chargeback reason codes, based on the selected transaction type:

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