Retrieval Information

A retrieval, or “copy request” is a request for a sales draft. It does not necessarily mean the transaction is being disputed, but the issuer or cardholder wants more information on the transaction. This usually occurs when they don't recognize the transaction and need more information to confirm whether they made it, or if it was fraudulent or unauthorized. A retrieval request does not result in a debit to your account, but it can lead to a chargeback.


There are many reasons why a retrieval may occur.

  • Cardholder does not recognize the business name on their statement.
  • Cardholder is questioning the amount they were billed.
  • Cardholder needs a copy of the receipt for personal reasons.
  • The cardholder’s card was lost or stolen and the bank is requesting a sales draft for all recent activity on their card.