Maestro Global Rules (PDF) - MasterCard

Customer Obligations
3.9 Cooperation
1. information concerning technical practices in implementing and operating
the Corporation;
2. information concerning the entity under consideration for a License from
the Corporation, prior to public disclosure;
3. Transaction volume and any other statistical information relating to the
operation of the Corporation;
4. Identity Standards;
5. information concerning applications, specifications, Licenses, operating
systems, and value-added data on Chip Cards.
Customers must retain records of Transactions communicated to, or by it, or
on behalf of, for a period as specified by applicable governmental regulation,
but in no case less than two (2) years.
Merchants must retain a copy of Transaction printouts for a period as specified
by applicable governmental regulation, but in no case less than two (2) years.
Within the retention period, Acquirers must produce a copy of a Transaction
receipt upon request.
NOTE
3.9 Cooperation
Additional regional Rules on this topic appear in Chapter 17, “Europe Region,”
of this rulebook.
Customers must fully cooperate with the Corporation and all other Customers
in the resolution of Cardholder and settlement disputes.
Customers to the best of their ability must provide requested investigative
assistance to any other Customer.
Customers that receive a request for investigative assistance must acknowledge
receipt of the request within five (5) business days of receipt.
Customers performing investigative services at the request of another Customer
are entitled to payment for such services, at a rate and total cost that is
previously agreed to by both parties.
3.9.1 Fraudulent or Suspicious Transactions
Customers may request information from any other Customer regarding
fraudulent or suspicious Transactions.
©1993–2012 MasterCard. Proprietary. All rights reserved.
3-12 9 November 2012 • Maestro Global Rules