Retrieval Request
A pre-chargeback request from a cardholder's bank for transaction documentation. It carries a fee regardless of outcome.
Before a formal chargeback is filed, the card-issuing bank often sends a retrieval request, a demand for documentation about a specific transaction. You'll typically have 10–20 days to respond with the signed receipt, order details, or other transaction evidence.
Retrieval requests carry a fee of approximately $10–$25, billed to the merchant regardless of whether the dispute proceeds to a chargeback or is resolved. This fee is non-negotiable.
Responding to retrieval requests promptly and completely is important: a non-response typically results in an automatic chargeback. Keep signed receipts and transaction records for at least 18 months.
Retrieval requests are a leading indicator of chargeback risk. A spike in retrieval requests in a given month often precedes a chargeback ratio increase the following month.
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