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.
Submit a clear, legible copy of the signed receipt or relevant agreement as soon as possible:
Make sure you retain and can easily retrieve signed documentation for all card-present transactions: