Reason code

28 Request for Copy Bearing Signature

[Consumer Disputes]

Details

Visa reason code 28 is not a chargeback—it's a request from the issuer for a copy of the transaction documentation, usually a receipt or contract bearing the cardholder’s signature. These requests are typically issued to confirm transaction details or investigate a customer inquiry before deciding whether to proceed with a dispute.

While no financial reversal has occurred yet, failure to respond to a copy request in a timely and complete manner can lead to a chargeback or negatively affect your dispute win rate.

Timing to raise the dispute (Issuer/Cardholder)

daysn/a

Timing to respond to the dispute (Acquirer/Merchant)

30daysn/a

How to respond?

Submit a clear, legible copy of the signed receipt or relevant agreement as soon as possible:

  • Provide the original signed sales draft or digital receipt showing the cardholder’s signature

  • Include any supporting documents such as contracts, invoices, or delivery confirmations if relevant

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How to prevent?

Make sure you retain and can easily retrieve signed documentation for all card-present transactions:

  • Use digital systems that securely store signed receipts for fast retrieval

  • Train staff to ensure signatures are clear and documents are properly archived

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