Stop retrieval requests turning into chargebacks

A large proportion of chargebacks originate from retrieval requests, so if you action these correctly you can minimise the chargebacks your business receives, and therefore reduce financial losses.

The guidelines below are designed to help you protect your business against retrieval related chargebacks by satisfying the card issuer with the information they require.

• When supplying information for a retrieval request make sure that the copy of signed authority (PDQ slip or imprinted voucher) is clear and legible.
  If any of the information on the slip or voucher is unclear, the card issuer has the right to chargeback.
• Make sure the expiry date on the card is supplied, because if you do not include all the information the card issuer requires it can lead to a chargeback.

When replying to a retrieval request there are a number of factors to consider which can help the card issuer's request for information.

• Always reply in writing as we require written confirmation for any decision you make regarding the retrieval request.
• Provide us with a contact name and a telephone number for us to contact you if there are any problems, or we require additional information.
• We must receive your reply and all additional information by the date specified in the request letter/fax, because we must also complete the necessary work involved within the time limits set within the Card Scheme regulations. If the card issuer does not receive the requested information within the time limits set they can issue a chargeback, even if all the correct information is received.
• Quote our reference number/case id on all correspondence. This makes processing easier and more efficient. Always reply to retrieval requests by sending the completed request letter and a copy of the transaction details.