What is a Retrieval Request?
While chargebacks are a well-known part of running an online business, retrieval requests are still a mystery for some of merchants. What is a retrieval request and what are the most common reasons for them?
A retrieval request, also known as soft chargeback, occurs when a credit card issuer asks a merchant for the details of transaction to validate it. Usually, retrieval requests are connected to traditional point-of-sale transactions, however, it’s also applicable to card-not-present purchases.
Reasons for a retrieval request
One of the reasons for the retrieval request is when a cardholder questions a transaction, for instance, when they lose their transaction ticket. Here are other most common reasons for retrievals:
When the bank asks for information regarding a certain transaction, a merchant needs to submit additional documentation that will help the bank to decide whether the transaction was legit or not.
Remember that the information you provide should be as descriptive as possible, so these could be, for instance:
When a merchant delivers documents that clearly explain the transaction details, the situation is resolved.
We recommend you to react quickly (up to 10 days) to resolve retrievals in a timely manner and prevent your business from chargebacks.
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