Visa Chargeback Reason Code

Visa Reason Code 13.1: Merchandise/Services Not Received

Category Merchandise or ServicesBy Payment Defender Editorial TeamUpdated July 17, 2026Last reviewed July 17, 2026

What Visa Reason Code 13.1 Means

Visa reason code 13.1 applies when a cardholder claims they did not receive the merchandise or services they paid for, or did not receive them by the agreed date or location.

Why This Chargeback Happens

This dispute commonly occurs when goods were never delivered, a service was not provided, delivery was delayed beyond the expected date, or a merchant ceased operations before fulfilling the order.

What the Cardholder or Issuer Is Claiming

The cardholder claims the purchased merchandise or services were not received as agreed.

What Merchants Should Review

Review the order and fulfillment records, delivery or service-completion confirmation, the agreed delivery date, tracking information, and any customer communication about the order.

Recommended Chargeback Evidence

Proof of delivery or service completion with date and recipient
Tracking information showing delivery to the cardholder
Records of the agreed delivery timeframe
Customer communication confirming receipt

How to Prevent Similar Disputes

These disputes may be reduced by providing accurate delivery estimates, using tracked shipping, confirming service completion, and communicating proactively about delays.

Important Limitations

This page is educational and reflects common industry usage. Visa dispute rules, timelines, and evidence requirements change over time. Merchants should confirm current requirements with their acquirer or processor.

Related Reason Codes

Sources and Review Information

Last reviewed July 17, 2026

Chargeback rules, evidence requirements, and response options may vary by card network, region, processor, and dispute circumstances.