What is a retrieval request? When a bank asks about a card payment
By SendPay Business · · 2 min read
A retrieval request, sometimes called a copy request or inquiry, is when a customer's card issuer asks the business, through its acquirer, for details about a payment. It often happens when a cardholder doesn't recognise a charge, and it can come before a chargeback.
How it works
- The cardholder queries a payment with their bank.
- The bank asks the business's acquirer for information about it.
- The acquirer passes the request to the business with a deadline.
- The business sends records showing what was bought, when and by whom.
What to send
Useful records include the receipt or invoice, proof of delivery, the customer's order details and any messages. Showing the business name the customer will recognise, as it appears on their statement, often clears up confusion quickly.
Why answering matters
Ignoring a request can make a chargeback more likely, since the issuer has nothing to show the payment was genuine. Card schemes have changed how they handle these requests over time, so businesses follow the steps their own provider gives.
Where SendPay fits
SendPay doesn't offer card machines or acquiring. SendPay platforms let you get paid with payment links, invoices and subscriptions, alongside GBP, EUR and USD accounts and branded Visa cards, powered by licensed partners.
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Build my platform →Questions people ask
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This guide is general information, not legal or financial advice. SendPay Business is a technology company, not a bank, and does not take deposits; regulated services on the platforms are provided by licensed partners. PayPal, Patreon and Substack are named as reference points only and are not affiliated with SendPay Business.