What is a retrieval request?

A retrieval request is less serious than a chargeback. When a retrieval request is initiated, the bank or card issuer is simply seeking additional information from you about a transaction. This could be a precursor to a chargeback, but it could also be just because the customer needs more information about a specific purchase to take care of some unrelated task. There is no financial penalty for failing to comply with a retrieval request, but failing to respond within the time alloted in the notification letter could lead to a chargeback. The retrieval request will have a code associated with it that will show you why the request is being made.

Here is a blog explaining more about the difference between chargebacks and retrieval requests.

If you receive a retrieval request, we will send you an email explaining what is happening and what you should do next. You can also read about responding to retrieval requests here, and feel free to call us a 408-295-8360 if you have any additional questions.