Visa/MasterCard

Visa and MasterCard have made important changes to merchant acceptance as part of a proposed settlement for merchants located in the U.S. and U.S. territories. For more information click here.

After being notified by a cardholder about a disputed transaction, the cardholder's issuing bank may order a copy of that particular sales draft through merchant services to determine what occurred at the point of sale - this is called a copy request or retrieval. A retrieval request most often occurs when a Cardholder loses their copy of the transaction receipt, does not remember the transaction or questions the transaction for any reason.

A retrieval can be requested by the cardholder's bank for up to 18 months from the sale date, therefore it is crucial that you keep your receipts for this time frame. When a copy of the transaction receipt is requested, you will receive a Retrieval Request notice. When a retrieval is requested, you must supply a legible copy of the sales draft along with any supporting documentation such as a credit draft, if one was issued. During the retrieval process, the disputed amount remains in your deposit account.

It is very important that you always respond in a timely manner when a retrieval request takes place. If the retrieval request is not acted upon quickly, or you provide an illegible sales draft, it may evolve into a chargeback, at which time the your account will be debited for the amount of the disputed transaction. Unfortunately, if you do not respond to a retrieval request you will not have any representment rights once a chargeback is issued and additional fees may be assessed.

Within three business days, after you have sent our Chargeback Department the requested documentation you can confirm the receipt of the documents by contacting us at the number listed on your notice or viewing your list of retrieval items in the reporting section or through Online Case Management (OCM).