Received a retrieval request

What is a retrieval request and why have I received one?

You will have received a retrieval request from our Chargeback Services Department because a card issuer has disputed a transaction that you have entered in to with one of their cardholders. At this time, we are not given a reason why the information has been requested. The card issuer has instructed us to obtain information regarding the transaction and under the Card Scheme regulations we are obliged to comply.

The retrieval request letter that we send out is designed to ensure that you can identify all the information you must provide which the card issuer requires to help resolve the dispute.

A retrieval request is not a chargeback which means we have not debited any money from your account. However, retrieval requests can be closely followed by chargebacks if the information that the card issuing company receives is insufficient. Once the card issuing company has issued a chargeback you are at risk of losing money.

Unfortunately some retrieval requests, even those where all the correct information was supplied can lead to a chargeback. Although the vast majority of retrieval requests if returned with all the correct information and within the time limits specified, will usually satisfy the card issuer. It is extremely important that you reply to a retrieval request, because if you fail to do so the amount of the transaction will almost certainly be charged back to your company and the amount debited from your account.

There are a number of measures your business can take to protect itself from chargebacks.