Consumer Disputes
28 Request for Copy Bearing Signature
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)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
Submit a clear, legible copy of the signed receipt or relevant agreement as soon as possible:
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Provide the original signed sales draft or digital receipt showing the cardholder’s signature
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Include any supporting documents such as contracts, invoices, or delivery confirmations if relevant
How to prevent?
Make sure you retain and can easily retrieve signed documentation for all card-present transactions:
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Use digital systems that securely store signed receipts for fast retrieval
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Train staff to ensure signatures are clear and documents are properly archived