During payment investigations, what are inquiries and retrievals?

• A. They always result in a chargeback.
• B. They are only used by Visa and Mastercard.
• C. They can be resolved by refunding the payment in full, which marks the inquiry as resolved.
• D. They are unrelated to chargeback risk.

Answer: (C)

During payment investigations, retrievals and inquiries are networks’ requests for information about a transaction to decide whether a dispute should proceed. A retrieval asks for basic transaction data from the processor, while an inquiry requests additional details that might influence the dispute outcome. The way to resolve these is to refund the payment in full; doing so closes the inquiry, and the dispute doesn’t move forward to a chargeback. These steps aren’t limited to Visa and Mastercard, and they are tied to chargeback risk because how you respond—especially by issuing a full refund—can prevent a chargeback from occurring.