A retrieval request is an issuer’s request for information about a transaction, typically a copy of the receipt or order details, made before or instead of filing a formal dispute. In the Visa and Mastercard flows much of this role has moved into automated data exchanges, but retrievals and their cousins, inquiries, still appear, notably with American Express.
Why it matters
A retrieval is a warning shot: a cardholder or issuer is unsure about your charge, and you have one cheap chance to resolve the doubt before it becomes a chargeback. Failing to respond is the worst outcome, since an unanswered request can convert directly into a dispute the merchant is barred from fighting. For high risk merchants the operational rule is simple: route retrievals to the same queue as disputes, answer them fully and fast, and treat every one as free intelligence about where your billing descriptor or checkout is confusing people.