Call (844) NO-DISPUTESResponse Template for "Retrieval Request Response"
Chargeback Response
Dear Card Network Representative,
We are responding to the retrieval request for transaction reference number Transaction Reference Number dated Transaction Date in the amount of Transaction Amount.
Merchant Information:
- Merchant Name: Merchant Name
- Merchant ID: Merchant ID
- DBA Name: DBA Name
Transaction Details:
- Cardholder Name: Cardholder Name
- Last 4 Digits of Card: Last 4 Card Digits
- Authorization Code: Authorization Code
- Transaction Type: Transaction Type
Product/Service Information:
- Description: Product or Service Description
- Delivery Method: Delivery Method
- Delivery/Service Date: Delivery or Service Date
Customer Verification:
- The transaction was authorized by the legitimate cardholder
- AVS Response: AVS Response
- CVV Response: CVV Response
Supporting Documentation:
We have attached the following documents to support the validity of this transaction:
- Transaction receipt/invoice
- Proof of delivery/service completion
- Customer communication records
- Terms and conditions accepted by customer
Additional Documentation Details (Optional)
Additional Information:
Transaction Explanation
Additional Comments or Clarifications (Optional)
We affirm that this was a legitimate transaction properly authorized by the cardholder and fulfilled according to our terms of service. All information provided is accurate and complete to the best of our knowledge.
Please contact us at Contact Phone Number or Contact Email if you require any additional information.
Sincerely,
Your Name
Your Title
Company Name
Date: Current Date
Retrieval requests come right before a chargeback lands on your desk. But about 65% of merchants still treat them like routine paperwork. What they miss is that these requests are actually one of the best opportunities you’ll get to hold on to your money. A cardholder questions one of their charges so their bank shoots you an official request for all the transaction info that they can get. Usually you have somewhere between 10 and 14 days to get back to them and the quality of whatever paperwork you send makes or breaks your case.
Skip the retrieval request altogether or send back incomplete information and it turns into a chargeback automatically – which means you lose the transaction amount and get hit with fees anywhere from $20 to $100. Most merchants miss that a strong retrieval response stops about 40% of disputes from going past that point. The difference between throwing together a quick reply and putting together a full response is what decides if you hang on to that revenue or watch it disappear. Weak paperwork also shows fraudsters that you could be a soft target and brings in even more disputes later.
A solid retrieval request template means you won’t accidentally leave out key evidence that could stop the dispute from becoming worse. The template walks you through capturing authorization codes, delivery confirmations and customer verification data in just the format that banks want to see as it cuts your response time way down from the usual 2 to 3 hours to maybe 15 or 20 minutes instead. It also keeps your whole team on the same page so every retrieval request gets handled with the same level of care no matter who’s working on it.
The template I put together works with all four big card networks and covers six different transaction types, automatically changing the fields based on whatever you pick. You’ll get specific prompts for physical and online deliveries so you can send in the right evidence if you shipped something out or provided a service in person.
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