Retrieval requests are the initial, formal notification that the merchant may experience a chargeback or other transaction complication. It is imperative that merchants recognize the importance of retrieval requests and the process for satisfying their responding obligations. Chargebacks specialists assist with this process to ensure a thorough and timely response — crucial requirements.
When a cardholder does not recognize a transaction, they often request a copy of the receipt from their card issuer to validate the transaction’s legitimacy. If the transaction remains suspect, the issuer transmits a retrieval request for a copy of the original receipt to the acquirer associated with the transaction. If the merchant stores their transaction receipts, the acquirer forwards the retrieval request to the merchant.
If the suspicious transaction was card-present, the merchant is obligated to provide a legible copy of the original receipt including proof the card was present during the transaction and the appropriate signature. Without these key elements, the merchant’s response could result in a chargeback and subsequent financial liability for the disputed amount.