Reason code

This reason code is used when a cardholder does not recognize a transaction on their statement. It's a retrieval request, meaning the issuer seeks additional information about the transaction to clarify the cardholder's query. Providing the requested documentation promptly can prevent the situation from escalating to a chargeback.

To address a retrieval request under Reason Code 6321, provide clear documentation to help the cardholder recognize the transaction. This may include:​

• Transaction Details: Date, amount, and description of the goods or services purchased.​
  
  
• Receipts or Invoices: Copies of signed receipts or invoices related to the transaction.​
  
  
• Communication Records: Any correspondence with the cardholder regarding the transaction.

Providing comprehensive information can help the cardholder recall the transaction and prevent a chargeback.

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To minimize retrieval requests and potential chargebacks under reason code 6321, follow these tips:

• Clear Billing Descriptors: Ensure your business name appears clearly on customer statements.​
  
  
• Prompt Communication: Notify customers of transactions, especially for large or recurring charges.​

• Accurate Records: Maintain detailed records of all transactions and customer interactions.