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Copy Requests
Card issuers typically initiate copy requests when cardholders question or dispute transactions appearing on their billing statements. They may also initiate a copy request for legal reasons such as to comply with a subpoena. An issuer sends the request to the appropriate acquirer for fulfillment. The acquirer has 30 days from the date it receives a copy request to deliver a copy of the related sales receipt to the card issuer via a method that shows proof of delivery. Your acquirer will advise you of the number of days you have to respond to a copy request. You must follow your acquirer timeframe.
Depending on where sales receipts are stored, your acquirer may be able to respond on your behalf or may need to send the request on to you for response. If you receive a copy request, retrieve the appropriate sales receipt, make a legible copy of it, and fax or mail it to your acquirer within the timeframe specified. Your acquirer will then forward the copy to the appropriate issuer. Upon receipt, the issuer will then send the copy to the requesting cardholder. The question or issue the cardholder had with the transaction is usually resolved by this means.Chargeback reasons will be consolidated to 24 codes.
Fulfilling copy requests is very important, as is copy legibility. When copy requests are not fulfilled, or not fulfilled in a timely manner, or the copies are illegible, they almost always result in a chargeback. So, if you store sales receipts, it is always in your best interest to respond promptly and properly to copy requests.