A retrieval request, also called a Request for Copy or RFCO, occurs when a cardholder’s issuing institution requests a copy of a sales draft or transaction ticket.
These requests may happen when a cardholder has questions about a transaction shown on their credit card statement.
Failure to respond to a retrieval request by the required reply date may result in a chargeback.
Retrieval Request Process
- Clark receives Requests for Copy from card companies.
- Clark emails the Request for Copy report to the licensee.
- The merchant should locate the store copy of the requested transaction ticket.
- The merchant should send the requested ticket to the credit card company listed on the request.
- Before sending, confirm that the ticket copy is legible and includes all required transaction details.
- Respond by the reply date shown on the request.
Responding by the reply date does not guarantee that the transaction will not be charged back.
Important Notes
- Keep store copies of transaction tickets organized and accessible.
- Review each Request for Copy report promptly.
- Confirm the requested transaction details before submitting the ticket.
- If the ticket is illegible, incomplete, or unavailable, the transaction may still be subject to chargeback.