Respond to a retrieval request

Sometimes you’ll get a retrieval request when your customer contests a charge made to their account. A retrieval request is when the card-issuing financial institution asks for documentation of a disputed transaction. Usually, this means the cardholder doesn't recognize the charge and needs more info about it.

When this happens, we'll email you about chargeback notices or retrieval requests. Don't worry, the email will give you clear instructions for what to do next.

Resolve the retrieval request

When you receive a retrieval request, we’ll send you an email with the following details. These details are provided by the financial institution who issued your customer’s card. 

• First 4 and last 4 digits of the credit card
• Transaction date
• Transaction amount
• Retrieval request reason
• Respond by date
• QuickBooks Payments case number

To answer the request and avoid a chargeback, you need to find the sale records and send them to the customer's bank. Typically, this is a detailed, signed receipt.

1. Use these details to find the original charge in your records. 
2. Follow the instructions in the email to send your signed receipt or other records before the deadline specified in the email.

Disclaimer: QuickBooks Payments account subject to eligibility criteria, credit and application approval. Money movement services are provided by Intuit Payments Inc., licensed as a Money Transmitter by the New York State Department of Financial Services.

Next steps

Your customer’s financial institution will review what you sent and decide whether to issue a chargeback. If so, you’ll need to respond to it.

Related links

• Respond to a chargeback