What is a retrieval request?
A retrieval request or copy request occurs when the cardholder’s bank requests the acquiring bank to provide a copy of the transaction receipt for a particular credit card sale. The merchant must provide this record to the acquiring bank. If a merchant does not respond to a retrieval request within a specific time period, the request can become a chargeback.
Traditionally, the dispute process begins with a Retrieval Request that asks for documentation. 1. The issuing bank sends a Retrieval Request (often called simply a “Retrieval”) to the processor Sometimes, they start with a chargeback and skip the Retrieval Request altogether. 2. The retrieval asks for proof that you delivered the disputed goods or services to the cardholder. 3. When you provide proof that you delivered the goods or services to the cardholder it is forwarded to the issuing bank that informs the cardholder. The proof is usually a document (delivery receipt, credit card receipt and/or your store receipt) signed by the cardholder. TIP: Reply PROMPTLY to these requests. Late responses almost always result in chargebacks. 4. At this point, the complaint is usually dropped (but not always).
