A good faith review request is a written request that the issuer (card-issuing institution) and the acquirer (ATM/POS bank) send to each other in order to collect on a transaction when the dispute process cannot be run for any reason.
The requesting party states its request together with its grounds. A good faith review request is not binding on the recipient. Good faith review requests are not a dispute, and the party submitting the request does not have the rights it would have in dispute resolution. Requests can be sent through the CDYS (Chargeback Document Management System) or by other methods (e-mail, fax). The parties are expected to make every commercially reasonable effort in sending
and reviewing good faith requests.
When is it used?
A good faith request is used in situations that cannot be resolved under the rules of the dispute process. For example:
- The time allowed for the dispute may have expired.
- The grounds for the dispute may not match any of the defined dispute reasons.
- The required documents may not have been submitted on time.
In these cases, one of the parties asks the other party to reconsider the transaction.
How it differs from a formal dispute
In the formal dispute (chargeback) process, every stage is bound by specific rules and deadlines. A dispute filed in compliance with the rules obliges the other party to take certain steps. There is no such obligation in a good faith request. The other party may accept the request, accept it in part, or reject it.
To improve the chance of success
- The grounds for the request should be written clearly and comprehensibly.
- All documents related to the transaction should be attached to the request.
- The request should be sent as early as possible.
From the cardholder's perspective
The cardholder does not make a good faith request directly. If a dispute the cardholder has filed with their bank cannot be resolved through the formal process, the bank may submit a good faith request on the cardholder's behalf.
