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What happens after I have responded to my retrieval request?

When you respond to a retrieval request, the issuing bank or cardholder decides if you have given enough evidence to prove that the transaction took place and is genuine.

If your evidence proves that the transaction is genuine, the issuing bank doesn’t ask that we take the disputed amount from your account.

If your evidence doesn’t prove that the transaction is genuine, the retrieval request turns into a chargeback and we take the transaction amount from your account. You can dispute the chargeback with additional evidence to prove your case.

Important: If you do not respond to a retrieval request on time, you will be subject to a chargeback that you cannot dispute.

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