A Request For Information (also commonly known as an Inquiry or Retrieval Request), is a non-financial dispute. At this stage, the cardholder has reached out to their bank and is either:
- Requesting more details around a transaction
- The bank needs additional details before they can move forward with a chargeback
Requests for information can be seen as a precursor to the chargeback dispute where money movement will take place. We recommend that merchant’s respond to all incoming requests with details around the transaction and other relevant evidence.
For American Express, Diners, Discover, China Union Pay and JCB, if the merchant does not respond to these requests, they will receive a final chargeback and will lose the right to challenge the case.
For more information on disputes, see Understanding disputes.