Note
The following timelines apply to sanction screening-related RFIs only. For other RFIs, we expect merchants to respond within 10 (ten) calendar days from the day the request is sent to them.
Knowing the key timelines associated with the RFIs you receive can help you respond promptly and keep your transactions on track.
Key RFI timelines
- Operations team initial response time
- Timeline: Within 24 hours
- Details: Once a transaction triggers an alert and cannot be dismissed automatically, our operations team reviews your transaction and provides an initial response within 24 hours.
- Merchant response time
- Timeline: 11 days
- Details: You have 11 days to provide the necessary information after receiving an RFI. This includes filling out the required web form linked in the RFI email. The requested information should be provided as soon as possible to accelerate the decision-making process.
- Transaction failure due to non-response
- Timeline: After 11 days
- Details: If we don’t receive a response by the 11th day and there is no risk involved, the operations team will manually fail the transaction.
- Overall resolution time
- Timeline: Variable
- Details: The entire RFI resolution process may take longer if there is ongoing communication between our operations team and the merchant to obtain the necessary information.
Transaction status during RFI process
- Pending Status: Until the alert is dismissed, the transaction will remain in Pending status and will not proceed further.