Retrieval Request

A Retrieval Request (RR) is a request sent by the Credit Card Issuing Bank (of the Card Holder) to the Acquiring Bank, asking them to produce proof that goods/services were delivered to the Card Holder upon charging his/her Credit Card. A Retrieval Request is initiated by the Credit Card Issuing Bank when the Card Holder wishes to dispute a transaction.

If the Acquiring Bank can not prove that goods/services were provided to the Card Holder, the Credit Card Issuing Bank would proceed to file a chargeback and the amount charged to the Credit Card would get reversed.

A Retrieval Request can be received anytime from the date of the transaction until upto one and a half years. When we receive a Retrieval Request from our Acquiring Bank, we would contact you to provide us with any Proof of Delivery (like signed Courier Receipt/Challan, email correspondence with the Card Holder, etc.) within 15 business days. Upon receipt of these, we would be forwarding these to our Acquiring Bank and they in turn to the Credit Card Issuing Bank.

If the Credit Card Issuing Bank determines that there is sufficient evidence that the Product/Service was indeed delivered to the Card Holder, a chargeback won't be initiated. Otherwise, they would accept the Card Holder's request to dispute this transaction and the transaction's amount will be debited from your account.

 

Chargeback

A Credit Card Holder can dispute (chargeback) any transaction upto 180 days from the date of the transaction, by contacting his/her Credit Card Issuing Bank.

A chargeback can be initiated by the Card Holder on several grounds such as

• Non-delivery of Product/Service
• Product/Service delivered were not the same as promised/displayed
• Product was broken/mal-functioning upon delivery

Also you should always ensure that you have Proof that the Product/Service has been delivered intact to your Customer via follow-up emails, as this can be used as Proof of Delivery, should your Customer initiate a Chargeback.

When a Chargeback is received then unlike a Retrieval Request, your account is immediately debited.

 

Chargeback Reversal

 

When a transaction through your Merchant account receives a Chargeback, we would immediately Debit your Merchant account to the tune of the transaction amount and request you to forward us any Proof of Delivery (like signed Courier Receipt/Challan, email correspondence with the Card Holder, etc.). Upon receipt of these, we would be forwarding these to our Acquiring Bank and they in turn to the Credit Card Issuing Bank, to reverse this chargeback.

If the Credit Card Issuing Bank accepts the Proof and confirms the validity of the charge, then the Chargebacked amount will be refunded to you within 75 days of the chargeback. This is the standard processing timeframe taken by most Credit Card Issuing Banks (as prescribed by VISA and Master Credit Card Companies).