# Retrieval requests

> **Important:** If you don't respond to a retrieval request, it can escalate to a [chargeback](https://support.payroc.com/en-US/payments-fundamentals/disputes/chargebacks.md). If that happens, you can no longer submit evidence to challenge the chargeback.

A retrieval request is a request from the cardholder's bank for additional information about a transaction. It occurs when a cardholder contacts their bank about a transaction that they don't recognize or have questions about.

When we receive a retrieval request from the cardholder's bank, we'll notify you. In Payroc Insights, you can also [view your retrieval request](https://support.payroc.com/en-US/payroc-insights/reports/view-your-retrieval-requests-and-chargebacks-in-payroc-insights.md) and [set up InTouch notifications](https://support.payroc.com/en-US/payments-fundamentals/disputes/set-up-intouch-notifications-for-retrieval-requests-and-chargebacks.md) to receive automatic alerts for new retrieval requests.

When the retrieval request is under review, the transaction amount remains in your account, but a $15 non-refundable administration fee applies to each retrieval request.

To respond to a retrieval request, you can do one of the following:

- **Submit evidence** - Submit supporting evidence that addresses the retrieval request. After the cardholder's bank reviews the evidence, they can make one of the following decisions:
   - If the bank accepts your evidence, the request closes.
   - If the bank rejects your evidence, the request escalates to a chargeback.
- **Notify us of a refund** - Notify us if you issued a refund to the cardholder before you received the retrieval request.

For more information about how to respond to a retrieval request, go to [Respond to a retrieval request](https://support.payroc.com/en-US/payments-fundamentals/disputes/respond-to-a-retrieval-request.md).

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## Related articles

- [Set up InTouch Notifications for retrieval requests and chargebacks](https://support.payroc.com/en-US/payments-fundamentals/disputes/set-up-intouch-notifications-for-retrieval-requests-and-chargebacks.md)
- [View your retrieval requests and chargebacks in Payroc Insights](https://support.payroc.com/en-US/payroc-insights/reports/view-your-retrieval-requests-and-chargebacks-in-payroc-insights.md)
- [Respond to a chargeback](https://support.payroc.com/en-US/payments-fundamentals/disputes/respond-to-a-chargeback.md)
- [Avoid chargebacks](https://support.payroc.com/en-US/payments-fundamentals/disputes/avoid-chargebacks.md)

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From [Payroc Support](https://support.payroc.com/en-US/payments-fundamentals/disputes/retrieval-requests). Every page is listed in [llms.txt](https://support.payroc.com/llms.txt).