What should I do when I receive a retrieval request? When you receive a retrieval request, you must reply with evidence about the transaction within 12 calendar days. The evidence you provide should meet the requirements on the retrieval request. Important: If you don’t reply on time or if your response doesn’t meet the requirements, your retrieval request may result in a chargeback.… Read More “What should I do when I receive a retrieval request?”
What happens after I have replied to my retrieval request? The issuing bank reviews your response and decides if your evidence is sufficient. The evidence is sufficient. The issuing bank then closes the retrieval request. The evidence isn’t sufficient. The issuing bank progresses the retrieval request to a first chargeback and asks your processor to send you a chargeback notification.… Read More “What happens after I have replied to my retrieval request?”
Contact us If you have more questions, contact the relevant support team: Genius Support Team For help with setting up or using your Genius device. Technical Support Team For help setting up non-Genius terminals or checking the status of your equipment order.… Read More “Contact us”
How long should I keep transaction documentation? Each card brand sets its own requirements. To find out how long you should keep transaction documentation, contact the card brand associated with the transaction.