A retrieval request is a request from the cardholder's bank for additional information about a transaction. It occurs when a cardholder contacts their bank about a transaction that they don't recognize or have questions about.

When we receive a retrieval request from the cardholder's bank, we'll notify you. In Payroc Insights, you can also view your retrieval request and set up InTouch notifications to receive automatic alerts for new retrieval requests.

When the retrieval request is under review, the transaction amount remains in your account, but a $15 non-refundable administration fee applies to each retrieval request.

To respond to a retrieval request, you can do one of the following:

• Submit evidence - Submit supporting evidence that addresses the retrieval request. After the cardholder's bank reviews the evidence, they can make one of the following decisions:
  • If the bank accepts your evidence, the request closes.
  • If the bank rejects your evidence, the request escalates to a chargeback.
• Notify us of a refund - Notify us if you issued a refund to the cardholder before you received the retrieval request.

For more information about how to respond to a retrieval request, go to Respond to a retrieval request.