A Retrieval Request is a preliminary inquiry initiated by a card issuer asking for more details about a transaction on behalf of a cardholder. It is often a precursor to a formal dispute (chargeback). At this stage, no money has been withdrawn from the merchant, but it serves as a warning to provide information to clarify the charge.

FAQs:

  • Does a retrieval request cost money?
    Generally, there is no fee for a retrieval request on Stripe, unlike a dispute.
  • How should I respond to a retrieval request?
    You should provide invoices, receipts, or shipping evidence immediately to satisfy the cardholder and prevent the request from escalating into a full dispute.
  • Can I refund a transaction during a retrieval request?
    Yes, issuing a refund at this stage is often the best way to prevent a chargeback if you suspect the customer is unhappy or the transaction was erroneous.

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