What should I do when I receive a retrieval request?

What should I do when I receive a retrieval request?

When you receive a retrieval request, you should provide all available documentation to support the transaction. The documentation should relate to the reason stated on the retrieval request, and you should return documentation by the date listed on the request.

Important: If you do not respond on time, or your response is inaccurate, the retrieval request may result in a chargeback with no re-presentment rights. It may also cause a compliance violation.

Documentation may include, but not be limited to, copies of:

  • Sales draft
  • Folio
  • Rental agreement
  • Any other documentation that you have kept

Documentation requirements

Documentation should:

  • Be clear and legible
  • Correspond with the correct retrieval request
  • Include the retrieval case number on each page
Note: Documents should contain all the elements required by your industry. For example, sales drafts must meet the minimum requirements listed later in this article.

Response requirements

Your response should:

  • Be provided before the due date listed on the original notification
  • Include the original notification, as well as the retrieval case number
Note: If you send multiple responses, only the first response is used to fulfill the request.

Sales draft minimum requirements:

  • Account number
  • Expiration date
  • Merchant name and location
  • Transaction amount
  • Transaction date
  • Description of merchandise or service
  • Ship to address (if applicable)
  • Authorization code (if available)
  • Cardholder name (if available)
Note: Sales drafts that contain a cardholder signature must include the details of the transaction on the same document, in order to link the transaction with the signature. This also applies to signature-capture receipts.

Related articles

The chargeback process
What happens after I have responded to my retrieval request?
How does EMV protect me against chargebacks?
How can I avoid chargebacks?