Articles tagged: retrieval request

What is a chargeback?

If you have a chargeback on your account, a cardholder has raised a dispute about a transaction you ran using their payment details. The cardholder’s issuing bank instructs your processor to remove the dollar amount from your account and your processor mails you a chargeback notification.… Read More “What is a chargeback?”

The chargeback process

There are four stages in the chargeback process:

Retrieval request
First chargeback
Second chargeback
Arbitration

Retrieval request

When a cardholder disputes a transaction, their issuing bank asks you to send evidence about the transaction. This is known as a retrieval request.… Read More “The chargeback process”

How can I avoid chargebacks?

It is important that you take actions to help prevent chargebacks because:

Your processor charges you a fee for each chargeback you receive.
Multiple chargebacks may result in compliance issues.

Note: Taking action to prevent chargebacks does not guarantee that you won’t receive any chargebacks.

What is a retrieval request?

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.… Read More “What is a retrieval request?”

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.

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.