Visa · Chargeback reason codes
Visa 13.4 chargeback: Counterfeit Merchandise explained
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Visa reason code 13.4, Counterfeit Merchandise, means the cardholder's goods were identified as counterfeit by the brand owner, a customs or government agency, or a third-party expert. The bank has 120 days from processing, receipt or the counterfeit notice to file, up to 540 days, and the cardholder does not have to return the goods. Win it only with real proof of authenticity, such as authorized-supplier invoices.
- Category
- Consumer dispute
- Time limit for the bank to file
- 120 days from processing, receipt or the counterfeit notice, max 540 days
- 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
- Certificates of authenticity, authorized-supplier invoices, verifiable serial numbers
- Can it be prevented?
- Yes: buy only from authorized suppliers and keep the records
- Who usually wins
- The merchant only with verifiable proof the goods are genuine
What PlatformDTC does
For a "not as described" dispute, PlatformDTC's response includes the product description, delivery proof and the refund or return policy the customer saw at checkout, and states that the customer did not contact the store about a problem before disputing. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
A brand owner, customs, a government agency or an expert has said the goods are fake. The cardholder can dispute without sending them back.
Why customers file it
Sourcing from unauthorized suppliers, or listings that use a brand name for unbranded goods.
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.
- Certificates of authenticity
- Invoices from authorized suppliers
- Verifiable serial numbers
- The qualifications of anyone who authenticated the goods
How to prevent it
- Source only from trusted, authorized suppliers
- Keep purchase and sourcing records for every batch
For developers
On Stripe the dispute object arrives with reason "product_unacceptable" 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
- Does the cardholder have to return counterfeit goods?
- No. Visa's merchant guide says the cardholder does not have to return goods disputed as counterfeit.
- Who can identify goods as counterfeit?
- The brand owner, a customs or government agency, or a third-party expert.
Sources
Related
- 13.3 — The cardholder says the goods or services were not as described or were defective.
- 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.
- 13.8 — A pushed credit (Original Credit Transaction) was refused by the recipient or not allowed by law.
- 13.9 — An ATM dispensed no cash or only part of it. Applies to ATM operators only.
- 10.1 — A counterfeit chip card was used in person at a terminal that did not read the chip.