1. Customer Submits Retrieval Request A retrieval request is a demand for additional information, which may precede a dispute. A retrieval request occurs when a shopper asks their issuing bank for detailed information about a specific transaction on their account. The shopper usually makes a retrieval request because they don’t understand or recognize the charge, or because they suspect fraud on their account. The shopper’s issuing bank will then request proof of what occurred in the transaction.
Merchants are able to dispute shopper chargebacks. In order to dispute a merchant-liable chargeback, you must submit proof that the customer’s claim is invalid. The more evidence you provide, the better your chances are of winning the dispute. The needed documentation may differ depending on the chargeback reason. Read Bolt’s Chargeback policy for more information.
Bolt represents merchants for all fraud-related disputes by default. However, eligible merchants can upgrade their dispute coverage by joining Bolt’s dispute consultancy program, which includes non-fraud chargeback representation.
Chargebacks with Stripe have some unique factors due to the requirements of our integration through Stripe connect. For details on disputes in general, Bolt’s Dispute Process.
Merchants receive incoming orders in a variety of ways—not just through their online storefront. For some merchants, phone orders even make up 30-40% of their business! Because of this, it’s important to understand the significance of each backoffice order placement method and their indemnification coverage.
Admins and Developers can manage users of their Merchant Account from the Bolt Merchant Dashboard.