The Knowledge base
I received a retrieval request. What is it?
A retrieval request is generated by your customer when she contacts her card issuing bank and states she doesn’t recognize a transaction. The issuing bank may initiate a retrieval request that requires you to provide a legible copy of the sales slip with an authorization and signature from your customer. There are time limits associated with retrievals and the sooner you can comply the better. The retrieval request will provide step by step instructions on how to respond. Please follow the instructions carefully. Your failure to respond may result in a non-reversible financial charge to your bank account.