Question 1

Retrieval Request

Accepted Answer

A Retrieval Request is a request for transaction information (such as a sales receipt, invoice, or contract) for a particular secure payment transaction.  This can occur when a cardholder does not recognize a transaction on their billing statement.  If you receive a "retrieval request" from a cardholder or the cardholder's bank requesting a copy of a sales draft or mail order form, do not ignore these requests. Failure to comply promptly could result in a non-recourse chargeback.

Question 2

Chargeback

Accepted Answer

A Chargeback is the process of the Issuer sending the transaction back to the merchant. This can occur because of a processing technicality, a customer dispute or fraudulent activity.

Question 3

Representment

Accepted Answer

A Representment is the merchant rebuttal to a chargeback, sent back to the Issuer for review. This is the process by which a merchant can respond to a chargeback with an Issuing bank and allows the merchant to present evidence to prove the chargeback is not warranted.

Question 4

Pre-arbitration / Second Chargeback

Accepted Answer

A Pre-arbitration or Second Chargeback can occur if the Issuer does not agree with the representment.

Question 5

Arbitration

Accepted Answer

An Arbitration can occur when the Issuer continues to dispute the case and does not accept the previous representment, pre-arbitration response, or second chargeback response.  At this stage, the card brand will determine financial liability between members.

Question 6

Pre-compliance

Accepted Answer

Pre-compliance is notification to the other party that a violation of the network rules and regulations has occurred and no chargeback rights are available.

Question 7

Compliance

Accepted Answer

Compliance is the escalation of the pre-compliance case to the card brand if a resolution has not been reached.

Chargeback Basics