Chargebacks and retrieval requests are inevitable part of doing online business. Many businesses need to handle chargebacks and retrievals on a daily basis, while for some others a chargeback or retrieval request is a rare thing. Yet in both cases it is good to know what the difference between the chargeback and retrieval request is. This knowledge will enable you to react quickly and take the appropriate measures to resolve these situations in a timely and efficient manner when they occur.

A retrieval request, also known at some banks as “soft” chargeback, takes place when the credit card issuer contacts the merchant to obtain information about a transaction charged to one of its cardholders. The reasons for retrievals can be various: it may be a result of a customer question or dispute, inaccurate or incomplete transaction information, a processing error or an indication of potential fraud. The bank will request a legible copy of the transaction authorization proof.

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