What Copy Request means
Copy Request is the name for an inquiry about a specific card transaction. The word "copy" refers to transaction records, such as a receipt or electronic proof of the sale, rather than a request to copy your entire account history. Card issuers and payment providers use the term when they seek records after a cardholder questions a charge.
You might see a Copy Request notice in a processor message or dispute portal. It identifies the transaction at issue and calls for a response within the deadline shown in that notice. That request is an inquiry, not itself a chargeback, but an unanswered or unclear response can leave the transaction unresolved.
The term describes the same process as the primary glossary entry. The article below explains how the request works and what records to provide.
What a copy request is
A copy request, also called a retrieval request, is a request for documentation about a card payment. The cardholder's issuer sends it through your acquirer after the customer questions a transaction or asks for details. The issuer is gathering information before deciding whether to file a chargeback.
The requested record is often a receipt or sales draft, but the issuer can ask for other transaction details. You might need to match the date, amount, authorization code, last four card digits, or merchant descriptor to the original sale. A clear record helps the issuer and customer identify the charge.
A retrieval does not reverse the sale, but a missed deadline can give a questioned payment a path to chargeback.
How it works
Your acquirer or payment provider forwards the request and tells you how to submit your response. The response deadline depends on the network and process. The research available for this entry lists a standard 20-day window for Visa and 30 days for Mastercard, counted from issuance, as of 2026. Your notification should give the operative deadline, so use that date rather than assuming every request has the same timeline.
Send a legible, complete response before the deadline. For an in-person sale, that could include the receipt and authorization record. For an online order, useful records include the order confirmation, delivery confirmation, and the customer's authentication details. A late or incomplete response can leave the issuer without evidence and lead to a chargeback.
What it means for your costs
A copy request does not itself reverse the sale amount or count as a chargeback in dispute-ratio calculations. A resulting chargeback does both: the disputed funds are reversed, and the dispute enters the applicable monitoring metrics. That makes a retrieval an early warning to investigate a confusing descriptor, an unclear receipt, or a delivery problem before more customers dispute similar transactions.
The request itself can still come with an administrative fee. The amount and whether your provider charges one are not consistent across the available references, so do not treat a quoted range as a network-wide rate. If a fee appears, compare its exact label and amount against your processing agreement and prior statements. Do not confuse a retrieval fee with a chargeback fee, which relates to a formal dispute.
Where it appears on your statement
A retrieval request is not necessarily listed as a separate line on your monthly merchant statement. It can instead appear in your processor's dispute or merchant-account portal. When a fee is billed, look for labels such as “Retrieval Request Fee” or “Request for Copy Fee,” then compare the number of billed requests with the notices you received.
Keep the request notice, submitted documents, and response confirmation together by transaction ID. That record lets you verify a billed fee and show what happened if the inquiry becomes a chargeback.
What you can actually change
- Check requests promptly. Review your dispute portal several times each week and record each deadline. Visa and Mastercard response windows listed here are 20 and 30 days, respectively, as of 2026.
- Send complete records. Submit the receipt or sales draft plus evidence that fits the sale, such as delivery confirmation for shipped goods or sign-up consent for a subscription.
- Track repeat inquiries. Group requests by product, transaction type, and billing descriptor. A pattern can reveal a customer-recognition or fulfillment problem before it produces more chargebacks.
- Audit billed fees. Match each “Retrieval Request Fee” or “Request for Copy Fee” to a request notice. Compare the billed amount with your agreement because retrieval fees are not a single network-set rate.
Frequently asked questions
Does a Copy Request mean a chargeback has already been filed?
No. A Copy Request is an inquiry for transaction records, giving you an opportunity to clarify the questioned charge. The inquiry can become a chargeback if it is not resolved.
Does a Copy Request require a paper receipt?
No. The request concerns transaction records, which can include electronic records as well as a paper receipt. Provide the documents that address the transaction named in the notice.