Understanding Retrieval Requests vs. Chargebacks:
What is a Retrieval Request?
A retrieval request is sometimes called a “soft chargeback.” It happens when your customer or their bank asks for more details about a transaction, it's a non-financial request only asking for information.
Why does this happen?
• The customer doesn’t recognize your business name on their credit card statement.
• The transaction details are incomplete.
• The bank suspects the transaction may be fraudulent.
What should you do?
• Review the transaction and clarify any confusion with your customer.
• If you can’t reach the customer, consider issuing a refund. This can help prevent the dispute from escalating into a Chargeback.
What information should I submit?
You should have all the information needed mentioned in the Retrieval request notice you got, however here are the key items:
For a face-to-face sale:
A signed and imprinted or signed and magnetic swiped sales slip showing the truncated card number
Transaction date & amount
Approval code
Your businesses name and address.
For a non-face to face sale:
An order form/invoice reflecting the truncated card number,
Transaction date & amount
Approval code
Your business and address.
Bill to & ship to addresses of your customer, positive address verification (AVS) response and proof of delivery to the AVS confirmed address
What is a Chargeback?
A chargeback occurs when the customer asks their bank to reverse a transaction. The funds questioned are temporarily debited from your merchant account while the case is under review.
• Why does this happen?
• The customer claims they didn’t receive the goods or services.
• They say the item wasn’t as described.
• The transaction is flagged as fraudulent.
• What happens next?
• The funds for the transaction are frozen immediately.
• You’ll need to submit evidence to dispute the chargeback.
• The review process can take up to 90 days.
Still Have Questions?
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