When you receive a retrieval request, you should provide all available documentation to support the transaction. The documentation should relate to the reason stated on the retrieval request and you should return the documentation by the date listed on the request. Read more
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. Read more
You should keep your transaction documentation for the following amounts of time:
Visa and Mastercard: 13 months
Healthcare transactions: Five years
Discover and American Express: Two years Read more