What is Retrieval request?
A pre-chargeback inquiry from the issuer asking the merchant for transaction details.
A retrieval request, also known as a 'copy request' or an 'inquiry', is a formal request from a cardholder's issuing bank to a merchant's acquiring bank for more information about a transaction. It is a pre-dispute step that precedes a formal chargeback.
The issuer may initiate a retrieval request if a cardholder does not recognise a charge on their statement, or if the issuer's own risk systems flag a transaction as suspicious.
The purpose is to obtain a copy of the transaction receipt or other compelling evidence to validate the charge before raising a financially impactful chargeback.
The process is managed through card scheme networks like Visa Resolve Online (VROL) or Mastercard Mastercom.
The acquirer receives the request and forwards it to the merchant, who must respond within a strict timeframe, typically between 7 and 30 days, though often much shorter than the window for a full chargeback.
A common misconception is that retrieval requests are harmless because they don't involve an immediate debit of funds.
However, failure to respond to a retrieval request almost guarantees that the issuer will proceed with a chargeback, often under a 'non-response' reason code which is practically impossible for the merchant to defend.
Worked example
A hotel in Paris processes a €950 payment for a three-night stay. Six weeks later, the cardholder, based in the US, sees the charge and does not immediately recognise the hotel's trading name.
They contact their bank, which initiates a retrieval request for more information. The hotel's acquirer notifies them of the request and gives them a 10-day window to provide evidence.
The hotel manager logs into their acquirer's portal and uploads a copy of the guest's signed registration card and the final itemised folio. The acquirer submits this package to the issuer.
The issuer reviews the documents, confirms the charge is legitimate with the cardholder, and closes the inquiry. No chargeback is filed, and no funds are ever at risk.
Had the hotel ignored the request, a €950 chargeback plus a €20 fee would have been unavoidable.
Scheme notes
The handling of retrieval requests varies across schemes. Under Visa's Claims Resolution (VCR) framework, many disputes that would have previously started with a retrieval request are now handled through automated data exchanges in the pre-dispute phase, reducing the volume of manual requests.
For disputes that do proceed, the process is managed via VROL. Mastercard maintains a more traditional retrieval request process (under reason code 4841) through its Mastercom platform, typically giving merchants a 30-day response window.
American Express uses a similar 'Inquiry' process, which also serves as a mandatory first step for many dispute types, with a standard 20-day response timeframe.
Why it matters for merchants
For merchants, a retrieval request is a critical early warning signal and an opportunity to prevent a chargeback. Responding effectively avoids the direct financial loss of transaction revenue and the non-refundable chargeback fee.
A successful inquiry response also protects the merchant's chargeback ratio, which is a key health metric for their MID. Ignoring these requests is operationally negligent as it converts a preventable inquiry into a guaranteed loss.
Using Cardflo's chargeback tooling can help merchants track retrieval request deadlines across multiple acquirers and streamline the submission of evidence, turning a potential financial threat into a manageable operational task.
Frequently asked
What documentation is required to resolve a retrieval request?
The merchant should provide a clear copy of the sales receipt, an invoice, or an order confirmation that includes the merchant name, transaction date, amount, and cardholder authorisation.
For digital goods, evidence such as IP logs, download timestamps, or proof of delivery to the registered email address is generally expected by the acquirer.
Does a retrieval request impact a merchant's chargeback ratio?
No, a retrieval request does not typically count towards the chargeback thresholds monitored by card schemes.
However, failing to respond to a retrieval request often results in an automatic chargeback, which will then negatively affect the merchant's standing and may lead to increased scrutiny from the acquirer.
Do I get charged a fee for a retrieval request?
Some acquirers charge a nominal fee for processing a retrieval request, typically ranging from £3 to £10. This is significantly less than a full chargeback fee, which is often £15 to £25.
However, many acquirers do not charge for retrieval requests, viewing it as part of their service. The main financial incentive is to avoid the much higher costs associated with a subsequent chargeback.
What happens if I miss the deadline to respond to a retrieval request?
If you fail to respond within the specified timeframe (e. g. , 10-30 days), the issuer has the automatic right to escalate the inquiry into a chargeback.
This chargeback will often be filed under a procedural reason code like 'Requested Item Illegible or Invalid' or 'Non-Response'. These types of chargebacks are nearly impossible to win through representment because the initial failure to respond is a breach of scheme rules.
Does responding to a retrieval request guarantee a chargeback won't be filed?
No, it does not guarantee it, but it significantly reduces the probability. If the evidence you provide is sufficient to satisfy the cardholder and the issuer that the charge is valid, the inquiry will be closed.
However, if the evidence is weak, or if the cardholder still contests the charge (e. g. , claiming the delivered goods were counterfeit), the issuer may still proceed with a formal chargeback,
but you will be in a much stronger position having already provided initial evidence.
Are retrieval requests becoming less common?
Yes, particularly in the Visa ecosystem. Visa's VCR initiative and the rollout of services like Verifi's Order Insight aim to share transaction details between merchants and issuers in real-time or near-real-time.
This allows an issuer's call centre agent to see an electronic receipt or order details instantly, resolving the cardholder's query on the spot and eliminating the need for a formal retrieval request.
However, they are still a common feature in the Mastercard and American Express networks.
Does a retrieval request count against my chargeback ratio?
No, a retrieval request itself does not impact your chargeback-to-transaction ratio, which is a key metric for scheme monitoring programmes like VAMP. Only a formal chargeback counts against this ratio.
This is precisely why it is so important to respond to retrieval requests effectively: a successful response prevents the issue from ever becoming a chargeback and affecting your ratio.
See how Retrieval request plays out in practice
Industries and regions where this term drives real acquiring, routing, or dispute decisions.
Related terms
A forced reversal of a card payment initiated by the cardholder's issuing bank.
Any cardholder-initiated challenge to a transaction, covers retrieval requests, chargebacks, pre-arbitration, and arbitration.
Scheme-defined code identifying the grounds for a chargeback (e.g. Visa 10.4 for cardholder-not-authorised, 13.1 for goods not received) that dictates the evidence required to defend it.
The merchant name and contact info shown on the cardholder's statement.
Related guides.
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