In practice
The issuer asks for information about a transaction, often because the cardholder does not recognize it. A fast response with receipt, descriptor and delivery details can stop the dispute. Whether retrieval requests are used depends on the network and market.
Common confusion
A retrieval request is not yet a chargeback, but ignoring it can reduce the merchant's ability to defend a later dispute.
Frequently asked questions
Is a retrieval request a chargeback?
No, it is a request for information. It may precede a chargeback if the issuer is not satisfied.
How should a merchant respond?
Promptly, with the receipt, order details, descriptor and delivery or usage evidence.