If a cardholder disputes a transaction, their issuing bank asks you to send evidence about the transaction. This is known as a retrieval request. For example, if a cardholder has a transaction on their bank statement that they don’t recognize, they can contact their issuing bank and dispute the transaction. The issuing bank then sends you a retrieval request by mail.
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Tags: transaction information, provide evidence, respond, bank request, chargeback process, dispute, retrieval request