Consumer Disputes
6323 Cardholder Needs Information for Personal Records
Details
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.
Timing to raise the dispute (Issuer/Cardholder)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
To address a retrieval request under Reason Code 6323:
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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.
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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.
How to prevent?
You can reduce these types of retrieval requests under 6323 by helping cardholders recognize your charges:
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Use a recognizable billing descriptor (include your business name and a support phone or short label)
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Send automated receipts or confirmations after a transaction, especially for online or phone orders
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Offer a "What will show on your statement" note during checkout—many businesses include this in a confirmation email
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Set up an internal flag for repeat retrievals, so your team can follow up or clarify with the customer directly