#1 - Retrieval
A retrieval occurs when the cardholder reaches out to their bank for more information about a transaction. This typically happens when the customer does not recognize or remember the charge. Although this stage is part of the disputes cycle, the customer is not disputing anything yet and they have not requested a refund. The issuing bank is only requesting documentation that provides transaction details.
It is very important to respond to all retrievals to prevent the inquiry from turning into a chargeback. In most cases, submitting a detailed invoice that includes your company name is sufficient. Pay close attention to Response Due Dates. A response cannot be submitted after the deadline has passed.
- Log into the merchant portal
- Go to the Payments section in the left sidebar.
- Click Disputes to see your list of chargebacks.
- Click on the retrieval to view details.
- Click the Respond button.
- Enter a contact name (may not exceed 25 characters).
- Enter a note.
- Attach documents.
- Once you submit you cannot come back to add documentation. If you are ready, click Submit Response. If you cannot complete the process at this time, click Save for Later.
There are two potential outcomes for retrievals:
- Dispute Closed - Not Escalated means the transaction was verified and the inquiry has been marked as resolved.
- Dispute Closed - Escalated means the cardholder still cannot verify the validity of the transaction and has officially submitted a dispute to regain the funds (see #2 below).
#2 - First Chargeback
A first chargeback occurs when a cardholder asks their card issuing bank to dispute a charge from a merchant on their behalf to force the return of funds to their account. Your options are to accept liability to expedite the return of funds or submit evidence that supports your side and validates the payments. See Tips for incoming disputes for advice on first steps to take when you learn of a new dispute and Responding to disputes for help with submitting your response.
There are two potential outcomes for a first chargeback:
- Lost means the case was awarded in the cardholder's favor. The funds that were debited from your bank account will automatically be credited to the cardholder. At this point, the case is closed.
- Won means the case is awarded in your favor. If you were already debited, the disputed funds will be credited to your account balance. The cardholder is notified of the outcome and given the opportunity to present new evidence. If they do not submit by the response date, the case is closed. If new evidence is received, a second chargeback is initiated (see #3 below).
#3 - Second Chargeback / Pre-Arbitration
If the first chargeback is awarded to the merchant and the cardholder submits new compelling evidence that changes the initial ruling, a second chargeback is created. This is also known as Pre-Arbitration. If you do nothing, the case is awarded to the cardholder and your account balance will be debited the amount of the disputed transaction.
If you chose to submit another response to continue to fight your case, this means you accept Arbitration. Pre-Arbitration responses cannot be submitted in the Portal. Support can assist with general guidance but you will be working directly with the card brands. Arbitration is subject to additional fines/fees. Please take this into careful consideration when deciding whether to move forward. Resending the documents you already submitted is not enough; all evidence provided in this new response must be very compelling never seen before evidence to be considered.