Using Retrievals to Avoid Disputes

With card-not-present transaction types, an auto-response to the payment brand for the retrieval request occurs on the client's behalf. (The issuer requests additional information on a transaction, usually on behalf of the cardholder.) Issuers have the right to initiate a dispute if the response to a retrieval request is not timely, legible or valid. So, it's in your best interest to respond to a retrieval request promptly and with as much detail as possible.

You’ll receive a Retrieval Request Notification or a Retrieval Activity Report from Chase Merchant Services for card-present or all Discover^® transactions. If you receive one, review it carefully and provide the sales receipt before the due date to prevent a dispute from being initiated.

Why have I received multiple retrieval requests for the same transaction?

Retrieval requests are system-generated. The first notification is sent at the beginning of the process. The second notification follows on the seventh day, and the third notification on the 14th day. Even though you may have already responded, the notification will be generated until the response to the retrieval request has been reviewed and processed in the system, which will be 24-48 hours after receipt.