Retrieval request

Retrieval request is a formal inquiry initiated by a cardholder's to obtain additional information about a specific transaction. Issuing banks use retrieval requests to gather transaction details from the merchant or acquiring bank when a raises concerns or disputes about a transaction.

Retrieval requests typically include the along with other transaction-related information to assist the issuing bank in understanding the details and nature of the transaction.

Merchants are required to respond promptly and comprehensively to retrieval requests, providing documentation and details like receipts, invoices, or proof of delivery to clarify the transaction circumstances. Efficient handling of retrieval requests used to be essential for maintaining transparency, resolving disputes, and ensuring compliance with rules and regulations.

However, major card networks such as Visa and Mastercard have discontinued the traditional retrieval request process since 2020-2021. Instead, they have transitioned to newer, automated platforms, like Visa’s Order Insight, that enable issuers to obtain transaction information more efficiently without formal retrieval requests. Other networks may still use retrieval requests, but the practice is diminishing industry-wide.

Merchants should therefore be aware that traditional retrieval requests are no longer part of Visa and Mastercard dispute workflows and should focus on responding to updated data requests through the respective networks’ modern dispute management solutions.