GLOSSARY · CHARGEBACKS AND FRAUD
Retrieval request
A retrieval request is an issuer’s request for details about a card payment, sent before or instead of a chargeback, with no funds taken from the merchant.
Also called Request for information (RFI) · Inquiry · Copy request
Sometimes a cardholder does not recognize a charge and their bank needs more information before deciding whether to dispute it. The issuer then sends a retrieval request, also called a request for information or an inquiry, through the card network.
Unlike a chargeback, a retrieval request does not move money, and processors such as Braintree do not charge a fee for it. Not every network or flow uses this step, and an inquiry left unanswered can turn into a formal chargeback.
A clear, fast answer, showing what was bought, when, under which terms and how the customer used it, can stop the dispute there. For subscriptions, include the renewal date and the reminders sent.
Related terms
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Sources
- Stripe Docs: How disputes work (inquiries) docs.stripe.com
- Adyen Docs: Dispute process and flow (request for information) docs.adyen.com
- Braintree Docs: Chargebacks, retrievals and pre-arbitrations developer.paypal.com