Visa · Chargeback reason codes
Visa 13.1 chargeback: Merchandise/Services Not Received, and how to win it
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Visa reason code 13.1, Merchandise/Services Not Received, means the cardholder says goods or services they paid for never arrived. The cardholder must first try to resolve it with you, and the bank usually waits 15 days before filing, then has 120 days from processing or the last expected delivery date, up to 540 days. Win it with proof of delivery showing the full delivery address; tracking with a partial address is not accepted.
- Category
- Consumer dispute
- Time limit for the bank to file
- 120 days from processing or the last expected delivery date, max 540 days; usually after a 15-day wait
- Time limit to respond
- Your processor's deadline (on Stripe usually 7–21 days); under Visa rules the acquirer files a Dispute Response within 30 days of the dispute processing date
- Typical evidence
- Tracking with full delivery address, delivery photo or signature, pickup acknowledgement
- Can it be prevented?
- Mostly: ship with tracking, share delays, never bill for what has not shipped
- Who usually wins
- The merchant with full-address delivery proof; the cardholder without it
What PlatformDTC does
PlatformDTC pushes the carrier and tracking number onto the Stripe payment as soon as an order ships, and its dispute response leads with the tracking number, ship date and delivery address. It also holds a subscription's first renewal until a week after the first parcel is delivered, so customers are not billed again for a box still in transit. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
The cardholder took part in the purchase but says it was never delivered because you were unwilling or unable to provide it. Visa makes the merchant responsible for goods held by customs in the merchant's country.
It is not for fraud claims, quality complaints, buyer's remorse, or goods held by the cardholder's own customs. The issuer waits 15 days from the transaction date when no delivery date was given, and needs a cardholder letter if three or more non-receipt disputes at the same merchant fall within 30 days.
Why customers file it
Slow or lost parcels, deliveries left in the wrong place, a second subscription charge before the first box arrived, or a customer who calls the bank before contacting the store.
Evidence that wins
Under Visa rules every response can also show that you already refunded and the bank ignored it, that the dispute is invalid, or that the cardholder withdrew it.
- Proof of delivery showing the full delivery address (tracking with only a city or ZIP is not enough)
- Delivery photo or signature
- For store pickup: signature, PIN or collection code
- Order confirmation and shipping emails sent to the contact details used at checkout
- For services: logs or proof the service was available and not cancelled by you
How to prevent it
- Ship with tracking and send the number to your processor and the customer
- Tell customers about delays and get their agreement to a new date
- Do not charge a subscription renewal before the previous order has arrived
For developers
On Stripe the dispute object arrives with reason "product_not_received" and the card network's own code in payment_method_details.card.network_reason_code; listen for charge.dispute.created and read evidence_details.due_by for the deadline.
Consumer Dispute (category 13) disputes have a Dispute Response stage: the acquirer answers within 30 days, then the issuer may pre-arbitrate within 30 days of that response.
Frequently asked questions
- How long must the bank wait before filing a 13.1?
- Usually 15 days from the transaction date when no delivery date was agreed, or from the expected delivery date, or 30 days for travel agencies after the provider cancels.
- Is a tracking number enough?
- Only if it shows delivery to the full address. Visa does not accept tracking with a partial address.
Sources
Related
- 13.3 — The cardholder says the goods or services were not as described or were defective.
- 13.2 — The cardholder says a subscription billed them after they cancelled or withdrew permission.
- 10.4 — The cardholder says they did not make an online, phone or mail order purchase.
- 13.4 — The goods were identified as counterfeit by the brand owner, customs or an expert.
- 13.5 — The cardholder says the terms of sale were misrepresented, including trials that turned into charges.
- 13.6 — The cardholder has a refund receipt, but the refund never reached their card.
- 13.7 — The cardholder cancelled or returned the order and no refund was given.