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Retrieval Requests

A retrieval request is a demand for additional information, which may precede a chargeback. A retrieval request occurs when a customer asks their issuing bank for detailed information about a specific transaction on their account. The customer usually makes a retrieval request because they don't understand or recognize the charge, or because they suspect fraud on their account. The customer's issuing bank will then request proof of what occurred in the transaction.

Once the customer's issuing bank files a retrieval request, Bolt will reach out to the merchant to gather the appropriate information. Merchants must respond within the specified timeframe. 

Warning — Failure to respond to a retrieval request can automatically trigger a chargeback and may disqualify a merchant from disputing the chargeback. 

After the merchant responds to the retrieval request, the customer may be satisfied with the information and request no further action, or the customer may decide to file a chargeback formally. If the customer files a chargeback, Bolt will follow our standard chargeback process.  

The merchant response timeline for retrieval requests varies by the card issuer. It is important to always respond to a retrieval request as quickly and thoroughly as possible to limit the likelihood of a chargeback.

Response timelines and procedures for each card issuer are as follows:

  • VisaAfter 20 days, the retrieval will either close or evolve into a chargeback. Bolt only withdraws funds upon receipt of the chargeback.
  • MastercardAfter 20 days, the retrieval will either close or evolve into a chargeback. Bolt only withdraws funds upon receipt of the chargeback.
  • American Express — Merchants must respond to the retrieval request within ten days. If the merchant fails to respond adequately, the retrieval request will become a chargeback, and the merchant will forfeit their right to chargeback representment.
  • Discover — Merchants must respond to the retrieval request within 20 days. If the merchant fails to respond adequately, the retrieval request will become a chargeback, and the merchant will forfeit their right to chargeback representment.

Remember that the information you provide should be as descriptive as possible. The more information you provide and the more accurate your descriptions are, the less likely a chargeback will arise.

Here are some examples of the type of documentation you should provide:

  • Description of the products or services purchased
  • Order Invoice, to prove shipping address
  • Name of Shipping Carrier
  • Order Tracking Number
  • Link to the order tracking page on the carrier's website
  • Shipping receipt to prove the date of shipment
  • Any correspondence you may have with the customer
  • The transaction date 
  • The shipping date
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