Card networks and banks can contact you about a payment in three different ways. Knowing which one you're dealing with tells you whether money has moved and what to do next.
Retrieval Request | Fraud Notification | Chargeback | |
What it is | The customer's bank asking for more information about a payment | A report that the cardholder says a payment was fraudulent | A formal dispute that reverses the payment |
Funds taken? | No | No | Yes, held while the dispute is open |
Fee? | No | No | A chargeback fee may apply |
Should you act? | Yes. Answering can stop it becoming a chargeback. | Recommended. Review the order and consider refunding it. | Yes, before the deadline. |
🔎 Retrieval Requests
A retrieval request means the customer questioned a charge and their bank wants details before deciding whether to raise a chargeback. No money moves, but if it isn't answered, it can turn into a chargeback. If you're asked for information, send a copy of the receipt or invoice, proof of delivery or service, and any customer communication.
🚩 Fraud Notifications
A fraud notification means the cardholder told their bank they didn't make the payment. No money moves and no dispute has been filed yet, but it's an early warning:
It often comes before a fraud chargeback on the same payment.
Card networks count fraud reports when they monitor businesses for fraud levels, so a high number of reports can lead to network fees or restrictions even without chargebacks.
If the order hasn't shipped or the service hasn't happened yet, consider cancelling and refunding it. That usually prevents a chargeback, and a refunded payment can't also be charged back.
If you're seeing several fraud reports, review your checks for card-not-present orders and contact your support team.
⚠️ Chargebacks
A chargeback is a formal dispute raised by the cardholder's bank. The disputed amount is taken from your balance and held while the case is open, and you need to respond by the deadline if you want to challenge it. You'll get an email notification, and you can respond in the ValPay Portal. See Chargebacks in the ValPay Portal.
📩 Which Ones Will I Be Notified About?
ValPay sends an email notification for every chargeback. Retrieval requests and fraud notifications don't always come with an email, so if you hear about one from your support team, follow the steps above.