Disputes
Retrieval request
A pre-chargeback inquiry from the issuer asking the merchant for transaction details.
A retrieval request is an informal inquiry initiated by an issuing bank when a cardholder or the issuer itself requires clarification regarding a specific credit or debit card transaction. While not an official financial dispute, it serves as a preliminary stage where the merchant is asked to provide a legible copy of the transaction receipt or alternative evidence to validate the sale. Successfully fulfilling this request within the strict timeframe set by card schemes like Visa or Mastercard can often prevent a formal chargeback and the associated non-refundable fees. If the merchant fails to respond or provides insufficient documentation, the issuer may proceed to a full chargeback under the appropriate reason code. These requests are frequently triggered by vague statement descriptors that lead to cardholder confusion or by issuers investigating potential fraud before committing to the formal dispute process.
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.
Related terms
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