Reason code

This code is used when a cardholder requests additional information about a transaction for their records. It's a non-financial inquiry and does not indicate a dispute or chargeback. The cardholder seeks documentation to better understand or document the transaction. These are typically one-off requests, but ignoring them can lead to unnecessary chargebacks.

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To address a retrieval request under Reason Code 6323:​

• Provide Transaction Documentation: Submit a clear, legible copy of the original sales receipt or transaction record. Include details such as the transaction date, amount, description of goods or services, and any other relevant information.​
  
  
• Include Additional Relevant Information: If applicable, provide any correspondence with the cardholder related to the transaction.​
  
  

Ensuring the documentation is complete and accurate can help resolve the inquiry without further action.​

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You can reduce these types of retrieval requests under 6323 by helping cardholders recognize your charges:

• Use a recognizable billing descriptor (include your business name and a support phone or short label)
  
  
• Send automated receipts or confirmations after a transaction, especially for online or phone orders
  
  
• Offer a "What will show on your statement" note during checkout—many businesses include this in a confirmation email
  
  
• Set up an internal flag for repeat retrievals, so your team can follow up or clarify with the customer directly

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