A retrieval request (also called a "copy request" or "soft chargeback") is a request from the cardholder's issuing bank for documentation about a specific transaction. It typically precedes a chargeback — the bank or cardholder wants to review the transaction details before deciding whether to dispute it.
When you receive a retrieval request, you have a limited time (typically 10-20 days) to provide documentation including: signed sales draft, transaction receipt, item description, proof of delivery, and any other relevant evidence.
If you fail to respond to a retrieval request: 1. The bank may automatically convert it to a chargeback 2. You lose the right to dispute the chargeback with evidence 3. The funds are automatically returned to the cardholder
If you respond with satisfactory documentation: 1. The cardholder and bank may be satisfied and close the case 2. You avoid a formal chargeback (and the associated fees) 3. The transaction stands
Retrieval requests are an opportunity to prevent chargebacks. Treat every retrieval request as urgent. Note: some networks (notably Visa) have moved away from retrieval requests in favor of direct chargebacks in their dispute resolution systems, but they still occur particularly on older transactions and through some issuing banks.
Retrieval requests are less costly than chargebacks if resolved proactively. A retrieval request costs $5–$20 in fees (vs. $25–$100 for a chargeback) and doesn't count against your chargeback ratio if resolved without escalating.
Respond to every retrieval request promptly with complete documentation. If the original sale was valid, provide: the signed receipt, delivery confirmation, item description, and any communication with the customer. Well-documented responses prevent most retrieval requests from becoming chargebacks.
A furniture store receives a retrieval request: - Transaction: $1,200 sofa, 45 days ago - Reason: Cardholder claims they don't recognize the charge - Deadline to respond: 15 days - Merchant provides: signed sales receipt, customer's ID copy taken at purchase, delivery confirmation with signature - Issuing bank reviews and closes the case — no chargeback issued - Merchant paid only the $15 retrieval fee vs. $100 chargeback fee + potential loss of $1,200
A retrieval request is a request for documentation — no funds are taken yet. A chargeback is a forced reversal — funds are debited from your account. Retrieval requests give you a chance to prevent the chargeback by providing evidence.
Typically 10-20 days, depending on the card network and issuing bank. Check the notice carefully for the specific deadline. Missing the deadline almost always results in automatic chargeback.
Liberty Bancard notifies merchants of retrieval requests and helps compile the necessary documentation for an effective response. Our dispute management support is included for all accounts.
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