Retrieval Request Management

A 'Retrieval Request', 'Copy Request', or 'Soft Chargeback' is the initial stage of the dispute process. This initial request occurs when a credit card issuer contacts a merchant to obtain transaction information. It may result from a customer inquiry or dispute, erroneous transaction information, or even outright fraud.

The merchant will be given a certain time period to respond (depending on the card issuing bank). Some processorrs will automatically respond to these requests for information on the merchant's behalf. Some processors do not, and many merchants prefer a more customized solution where they take a more active role in defending their accounts from fraudulent refund and return based disputes.

We can manage your retrieval request response process on your behalf, for all of your merchant accounts or only for some. Retrieval Request service is entirely optional and while it is recommended, it is not required in order to use us as your chargeback solution.