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What is a retrieval request?

A retrieval request is when a bank asks you to send information about a transaction that a customer disputed. You receive a retrieval request in the mail.

A retrieval request doesn’t cost you anything, however, not responding to the request leads to a chargeback.

If you have any questions about retrieval requests, call our TSYS Chargeback Team.

Important: You must respond to a retrieval request and return it to us within 12 calendar days. This is to make sure that the issuing bank receives your response on time.

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