Chargeback retrieval, sometimes called a “soft chargeback” or an “inquiry,” is a signal, not a fight. It happens when the cardholder’s bank wants more information about a transaction before deciding whether to file a full chargeback.
It’s not a dispute yet, but it’s dangerously close.
Retrievals are often triggered when a cardholder contacts their bank about a transaction they don’t recognize. That could mean they forgot about it, didn’t recognize the statement descriptor, or are confused by a recurring charge. The bank sends a request to your processor, who then relays it to you. Your job? Respond with documentation—and fast.
Why Chargeback Retrievals Matter
Many merchants ignore retrievals because they aren’t technically disputes. But that’s a mistake.
If you don’t respond in time (usually within 10–20 days), you’ll lose the opportunity to provide evidence. In most cases, that leads straight to a chargeback. And once a retrieval turns into a chargeback, it counts against your dispute ratio.
A high chargeback ratio means trouble: monitoring programs, fees, and eventually the loss of your merchant account. So even though retrievals may seem harmless, they directly affect your win rate and chargeback prevention efforts.
What You Should Send
To stop a retrieval from turning into a chargeback, your goal is to resolve the cardholder’s confusion. That means your response should be simple, clear, and complete.
What to include:
- Proof the customer made or authorized the purchase
- Full transaction details (amount, date, time, item description)
- Shipping or service confirmation
- Screenshots of customer communication, if relevant
- Any terms of service or refund policies agreed to
In other words, anything that proves the transaction was legitimate and authorized.
How It Differs From a Chargeback
A chargeback is a formal dispute that reverses the transaction and pulls funds from your account. It often involves fees and a hit to your dispute ratio.
A chargeback retrieval, on the other hand, is a heads-up. It gives you a chance to provide context and potentially stop the chargeback from happening in the first place. You’re not being accused yet—you’re being asked for information.
That window is short. But it’s also your best shot at staying in control.
How to Respond Quickly
Speed is everything. The longer you wait, the more likely the cardholder’s confusion will turn into a dispute.
Here’s how to stay ahead:
- Monitor alerts daily. Don’t let retrievals get buried in your inbox.
- Set up automation. Use a chargeback prevention tool that catches retrievals early and pulls data fast.
- Train your team. Make sure customer support and finance know what a retrieval is and how to respond.
- Review your descriptors. Many retrievals come from unclear billing descriptors. Clean descriptors reduce confusion before it starts.
The Bigger Picture: Prevention
The real fix isn’t just responding to retrievals—it’s reducing them altogether.
This means tightening up your post-purchase flow. Clear receipts, tracking emails, and transparent descriptors go a long way. So does proactive customer support. Many cardholders go to their bank simply because they can’t reach the merchant or don’t understand a charge.
Every retrieval is a clue. If you get one, look at the transaction and ask why it was flagged. Did the customer miss the refund window? Was the subscription unclear? Learn from it.
Frequently Asked Questions About Chargeback Retrieval
What is a chargeback retrieval?
A chargeback retrieval is a request from the issuing bank for more information about a transaction. It usually means the cardholder doesn’t recognize the charge and wants to know more before filing a dispute.
Is a chargeback retrieval the same as a chargeback?
No. A retrieval is not yet a chargeback—it’s a preliminary step. You still have a chance to provide information that may stop the dispute from happening at all.
How long do I have to respond to a retrieval request?
The timeline varies by processor but is often between 10 to 20 calendar days. If you miss the deadline, the retrieval can automatically escalate to a chargeback.
What happens if I ignore a retrieval?
Ignoring a retrieval often leads to a chargeback. That means you could lose the transaction amount, pay a dispute fee, and increase your dispute ratio.
What kind of documentation should I send?
Send any information that proves the transaction was valid. This includes receipts, order confirmations, shipping details, customer communication, and refund policies.
Can retrievals be automated?
Yes. Chargeback prevention tools like Chargeblast can detect and respond to retrievals automatically, giving you a faster way to protect your revenue and dispute ratio.
Blast Away Chargebacks with Chargeblast
Chargeback retrievals are a warning sign. If you catch them early, you can prevent disputes, protect your revenue, and improve your win rate. But you need speed, accuracy, and tools that do the heavy lifting.
That’s where Chargeblast comes in.
Our system monitors alerts in real time, pulls the right data instantly, and sends fast, accurate responses. We help you stop chargebacks before they ever reach the dispute stage—because prevention always beats defense.
