Also called: Retrieval Request, Retrieval, Request for Information (RFI), Sub-draft, First Request
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
Is a copy request the same as a chargeback?
No. A copy request asks for transaction records and does not itself reverse the sale or count as a chargeback in dispute-ratio calculations. If the inquiry proceeds to a formal chargeback, funds are reversed and the dispute counts toward applicable monitoring metrics.
How long do I have to answer a retrieval request?
The response window depends on the network and the instructions attached to the request. The research for this entry lists Visa's standard window as 20 days and Mastercard's as 30 days from issuance, as of 2026. Follow the deadline in your actual notice.
Does a retrieval request cost money?
Some providers bill an administrative retrieval or copy-request fee, while the available references do not establish a universal amount. Check your statement for a line such as “Retrieval Request Fee” and compare it with the fee schedule in your processing agreement.