Visa Chargeback Reason Code
Visa Reason Code 13.3: Not as Described or Defective Merchandise/Services
Category Merchandise or ServicesBy Payment Defender Editorial TeamUpdated July 17, 2026Last reviewed July 17, 2026
What Visa Reason Code 13.3 Means
Visa reason code 13.3 applies when a cardholder claims the merchandise or services received were not as described, were defective, or did not match what was agreed.
Why This Chargeback Happens
This dispute commonly occurs when goods arrive damaged or defective, when the item differs materially from its description, or when a service was not performed as agreed.
What the Cardholder or Issuer Is Claiming
The cardholder claims the merchandise or services were defective or materially different from the description.
What Merchants Should Review
Review the product description or service agreement, the condition of goods, return or repair records, and any communication attempting to resolve the issue.
Recommended Chargeback Evidence
- Accurate product description or service agreement
- Documentation the item matched its description
- Records of return, repair, or replacement offers
- Communication resolving the cardholder's concern
How to Prevent Similar Disputes
These disputes may be reduced by providing accurate descriptions, quality-checking goods before shipment, offering responsive returns and support, and resolving complaints before they escalate.
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
- Visa: Visa Merchant Dispute Management Guidelines
- Visa: Visa Core Rules and Visa Product and Service Rules
Last reviewed July 17, 2026
Chargeback rules, evidence requirements, and response options may vary by card network, region, processor, and dispute circumstances.