SUPPORT

Requests for information

Requests for information are a way for your acquiring bank to communicate with you when they are contemplating a potential chargeback of one of your transactions. This means that the consumer has already complained, and the issuing bank and card scheme are already aware. So, naturally, a chargeback may be right around the corner. For this reason, when you receive a request for information, we suggest that you use the opportunity to go ahead and process a refund for your consumer, as it will help you avoid incurring chargeback fees.

However, if the request for information has chargeback information, DO NOT process a refund! This means that the chargeback has already been made; sending a refund would be doubly expensive!

A request for information for which no chargeback has been made. Send a refund to prevent the chargeback

A request for information that has already evolved into a chargeback. Do not send a refund in this case

Requests for information can also appear in the case of fraud, even in cases where a fraud has led to a chargeback. The following diagram shows you when requests for information can appear:

A request for information may appear after a consumer complains. Requests for information can arrive at the same time as, before, or after fraud alerts and/or chargebacks


To check if you have any requests for information, click the Risk tab and select Requests for information.

Your requests for information (from the last 30 days, by default) will appear on screen.

Click the blue Transaction ID link or the View 🔍 button in the Actions column to get more information on a request:

Drilling down via Transaction ID:

Opening the Related transactions tab:

Drilling down via the View 🔍 button:

Going from viewing a request for information to viewing its transactions

Either way we drill down, we can see all the transactions made with this consumer. If we do decide to fight the chargeback, we can include his or her transaction history with us.


You may also receive requests for information in the case of fraud, as well. When we open a request for information and we see fraud information, we know that the bank may be contemplating sending a chargeback to your consumer because it suspects the transaction was a fraud:

Our acquiring bank has reason to believe the consumer’s credit card was used fraudulently in this transaction. In this case, it is asking you if you have any extra information regarding it

In said cases, in order to dispute the potential chargeback, you would have to prove that the transaction was genuine. (This is really hard to do.)

A request for information, where fraud was suspected, that ended up as a chargeback


Requests for information can also be seen in the area of the Backoffice dedicated to transactions:

  1. Go to Processing > Transactions.

  2. Expand the Transaction parameters filters:

  3. Enter Request for information in the Type field.

  4. Click Filter. Your list of requests for information from acquirers should appear on screen.

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