Before filing a chargeback, the issuing bank can request additional information about the transaction, which is known as a retrieval request.

Retrieval requests, also known as "soft" chargebacks, occur when a card issuer requests specific transaction details from a merchant in order to verify the transaction's validity.

Retrievals can occur for a variety of reasons, including the following:

● The cardholder questions the charge or wishes to dispute a transaction

● The transaction details are incorrect or incomplete

● A processing error occurred

● There are indications of fraud.

In general, a retrieval request is made to provide more information about the purchase, including the items that were sold, whether all requirements were met, etc. The response should be provided within 10 days.

You should include as much descriptive information as possible in the documentation you send to the issuer. This means that, in addition to providing information about the product or service purchased, the cardholder's name, and the date of the transaction, it's also a good idea to provide the transaction amount, order confirmation number, tracking code, and so on.