What is a retrieval request?
A retrieval request is a request from a card issuer or cardholder asking a merchant to provide details about a specific transaction.
Why are retrieval requests made?
They are usually made when a cardholder does not recognise a transaction or needs more information before deciding whether to dispute it.
How should merchants respond to retrieval requests?
Merchants should respond promptly with accurate transaction records, receipts, and supporting evidence.
What happens if a retrieval request is ignored?
It may escalate into a chargeback, which carries higher costs and penalties.
How can merchants reduce retrieval requests?
Clear billing descriptors, good customer communication, and accurate records help reduce confusion and disputes.