Issuer inquiry

Issuer inquiry is a request from the card-issuing bank seeking additional transaction details when a cardholder questions a charge on their statement, occurring before any formal dispute is filed. Issuer inquiries are less formal than retrieval requests and may not follow standardized card network procedures, often handled through direct issuer-acquirer communication channels. 

These inquiries give merchants the earliest opportunity to provide clarifying information such as business name recognition details, purchase descriptions, delivery status, or cancellation policy explanations. Resolving inquiries quickly and thoroughly can prevent disputes from escalating to retrieval requests or chargebacks, making them a critical first line of defense in chargeback prevention.