A Retrieval Request is a method of obtaining a copy of the paperwork to validate a transaction during the Chargeback Representation process.
The request comes from the credit card issuer or cardholder and goes to the acquirer or merchant. We do not debit your account at this point, as it’s merely a case of providing the bank with more information about the payment before they consider applying the Chargeback.
If a Retrieval Request is not responded to within the timeframe that we have provided you with, then it’s likely that this retrieval request will escalate into a Chargeback, at which point your account will be debited and fees will apply.
Please be aware that the bank may not allow you to represent a Chargeback if the retrieval request was not previously responded to, under the basis that the supporting documents should have been provided during the initial enquiry stage.
If you respond to a retrieval request within the timeframe, this documentation will be sent to the bank to review. The card issuer or cardholder may decide that a chargeback still applies, in which case this will escalate into a Chargeback and be reflected on your dashboard.
If the card issuer and cardholder are happy with the documents provided, they may decide to close the retrieval request in which case no further action is taken.