A retrieval request (sometimes called an inquiry or a "soft chargeback") is a formal request initiated by a cardholder's issuing bank asking the merchant for more information about a specific transaction. It is typically the preliminary step before an official chargeback is filed.
The Opportunity to Prevent a Chargeback
Unlike a chargeback, a retrieval request does not instantly pull funds out of the merchant's account. It usually happens when a customer doesn't recognize a charge on their bank statement. The merchant has a brief window (usually a few days) to respond with evidence—like a receipt, tracking number, or proof of service. If the evidence satisfies the bank and the customer, the chargeback is entirely avoided.
Catching Friction Early with Onlayer
High volumes of retrieval requests often indicate confusing billing descriptors or poor customer communication. Onlayer helps acquirers spot these operational flaws early. By analyzing public sentiment and delivering sentiment-based alerts directly to your risk teams, Onlayer allows you to identify merchants generating consumer confusion before those retrieval requests escalate into devastating chargeback ratios.
