Respond to requests for information
Last updated: September 27, 2024
A request for information (RFI) is a formal communication Checkout.com sends you when a transaction triggers an alert during our screening process.
Checkout.com screens all transactions to ensure they comply with regulations. For example, checking global sanction lists, or conducting anti-money laundering (AML) checks.
After screening, transactions are either automatically cleared, or trigger an alert for review.
First, our system performs an automated review, using the transaction data you provided, historical data, and algorithms to clear the transaction. The more data you provide, the higher the rate of automated approvals. If our system cannot clear the transaction through automated review, our Operations Team reviews it. They can manually clear the transaction or, if we need more information, send you an RFI.
Depending on the nature of the transaction, there are two types of RFI that you might receive:
- Sanction list RFI – Screening transactions against global sanction lists helps ensure compliance. We send this type of RFI if there is a potential sanction match for a transaction, or if you provided insufficient information.
We pause transaction processing until we receive the necessary information. - Business activity RFIs – These RFIs help us meet regulatory obligations with our partners. We send them for transactions in high-risk industries or regions, or for unusual transaction volumes. We may request customer ID details or more transaction data. For example, the source of funds, or the purpose of the transaction.
This type of RFI does not delay transaction processing.
To respond to an RFI from Checkout.com:
- You receive an email from the
[email protected]address, requesting you to fill in a form with additional information we need to resolve the alert. - Complete the form with the required information. The form follows multiple security protocols, so it's safe to upload sensitive information.
If you fail to respond to RFIs within the given timeline, Checkout.com may reject the transaction or freeze your funds.
To minimize RFIs and avoid transaction processing delays, ensure you provide comprehensive information about the sender and recipient in your initial transaction request.
See the Understand key RFI timelines and Reducing RFI volumes articles in our Support Center for more information.