Retrieval Request

A retrieval request is a formal request from the cardholder's bank asking you to supply documentation about a specific transaction. It is not a chargeback: no money moves and your account isn't debited. Stripe usually surfaces this preliminary phase as an inquiry — sometimes also called a "request for information."

How a retrieval request works

The issuing bank asks for proof that a charge was legitimate — an order confirmation, delivery record, or terms the customer agreed to. You respond with documentation, or you can issue a refund voluntarily. The point is to resolve the customer's confusion before it hardens into a dispute.

If you fail to respond in time, or your documentation is incomplete, the inquiry can escalate into a chargeback — and in some cases a non-representable one you can no longer contest.

Retrieval request vs. chargeback

The distinction matters because your options are different:

• Retrieval request / inquiry — a warning. No funds are pulled. You supply information or refund.
• Chargeback — a reversal of funds already triggered. You either accept the loss or fight it through representment with dispute evidence.

Not every card network uses retrieval requests the same way. Visa and Mastercard have largely moved to requiring merchants to resolve issues with the cardholder directly, so American Express and Discover are the brands most likely to send a formal inquiry.

Why it matters

A retrieval request is a second chance. Responding quickly — with clear records or a refund — often stops a chargeback before it starts, sparing you the dispute fee and the hit to your dispute ratio. Treat it as an early signal, not paperwork to ignore.