What is a retrieval request?

A retrieval request is part of the pre-chargeback process. It’s a formal inquiry from the card issuer asking for more details about a specific transaction—usually initiated by the cardholder.

If you respond with clear and sufficient documentation showing the transaction was valid, you may prevent a chargeback. If the request goes unanswered or the evidence is incomplete, the case may escalate to a chargeback that cannot be disputed.

While retrieval requests don’t involve any financial impact on their own, ignoring them can lead to non-disputable chargebacks.

Visa and MasterCard no longer use the retrieval request process. Retrieval requests are currently issued only by American Express and Discover. 

Some Retrieval Requests are now being referred to as “Communication Inquiries.” Both terms describe the same type of request: a pre-chargeback inquiry for transaction documentation.