What is a retrieval request?
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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.