Chargebacks, retrieval request & fraud report notifications

1. Retrieval Request


What is a retrieval request?

A retrieval request occurs when your customer or customer’s bank requests more information about a transaction that appears on his or her credit card statement.


Are any funds deducted from my bank account as a result of a retrieval request?

No, a retrieval request is just a request for information. You will not be charged for the amount of the transaction belonging to the retrieval request. Failure to provide us with the requested details and documents on the transaction, may result in a chargeback.

2. Chargebacks


What is a chargeback?

When a credit card transaction is disputed (either at the request of the Cardholder or by the Cardholder bank), you may receive a chargeback. If a chargeback occurs, you will be charged for the amount of the transaction. We also actively support you to dispute the chargeback and so to recover for you the amount from the cardholder's bank.

What are some of the reasons for chargebacks?

Some of the reasons for chargebacks may include:

  • Merchandise is damaged in transit and arrives broken
  • A cardholder returns the merchandise but has not received a refund
  • A cardholder disputes a transaction as a fraudulent use of their card
  • A cardholder didn’t recognize the charge on the bank statement
  • Cardholder disputes the quality or receipt of merchandise.
  • The amount charged to the card was incorrect.
  • Processing errors were made during the transaction. 
  • Merchant did not fulfill a retrieval request.

3. Fraud report


What is a fraud report notification?

A fraud report occurs when your customer’s bank notifies us that the card used for the payment has been reported by the customer as fraudulently used, lost, stolen or counterfeit.
At that point of time you will not be charged, but it is highly likely that a chargeback comes with fraud reason.

Last Updated: Jan 18, 2017 11:15AM UTC