A retrieval request is the cardholder''s bank asking you for documentation about a transaction before deciding whether to open a dispute. No money has moved. It is a question, and it is the last cheap opportunity you get to prevent a chargeback.
Why banks send them
Usually a cardholder has queried a charge they do not recognise. Before starting a formal dispute — which is expensive and slow for everyone — the bank asks the merchant to explain what the transaction was.
That makes an unrecognised charge the most common trigger, which in turn makes your billing descriptor the single most effective thing to fix if you receive them often.
How to respond
- Respond inside the window
Usually 10–30 days. Late is treated as no response, and a chargeback typically follows automatically.
- Send the order record
Date, amount, items, and the billing descriptor exactly as it appeared on the statement.
- Prove delivery or use
Tracking and delivery confirmation for goods; login and usage logs for software.
- Include your terms
Particularly the refund and cancellation policy the customer agreed to.
- Add any correspondence
Evidence the customer contacted you, or evidence you tried to reach them.
If you get a lot of them
A rising retrieval rate is an early warning, and it usually points at one of a small number of causes.
- An unrecognisable descriptor — the most common cause by a distance.
- Subscriptions renewing without warning, particularly annual ones.
- A long gap between order and delivery, so the charge is forgotten before the goods arrive.
- Genuine card fraud, which needs a fraud-prevention response rather than a documentation one.
GOOD QUESTIONS
Frequently asked
Is a retrieval request the same as a chargeback?+
No. A retrieval request is a request for information; the money has not moved. A chargeback is the reversal itself. Handled well, a retrieval request is the step that prevents the chargeback.
How long do I have to respond?+
Usually 10 to 30 days depending on the network and your processor. Missing the deadline is generally treated as conceding, and a chargeback tends to follow automatically.
Does a retrieval request cost money?+
Most processors charge a fee — commonly $10 to $15, and $12 at Paydude. It is charged for the handling, not as a penalty, and applies whether or not a dispute follows.
What should I send?+
Whatever proves the transaction was legitimate and delivered: the order record, delivery or usage evidence, the billing descriptor as it appeared, your terms, and any relevant customer correspondence. Be complete and be quick.