Visa Chargeback Reason Code

Visa Reason Code 13.7: Cancelled Merchandise/Services

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

What Visa Reason Code 13.7 Means

Visa reason code 13.7 applies when a cardholder claims they cancelled or returned merchandise or services and are owed a credit that was not issued under the merchant's terms.

Why This Chargeback Happens

This dispute commonly occurs when a cardholder cancels within a stated policy, returns goods, or cancels a service, but a corresponding credit is not provided as expected.

What the Cardholder or Issuer Is Claiming

The cardholder claims merchandise or services were cancelled or returned and a credit is owed but was not processed.

What Merchants Should Review

Review the cancellation or return policy, whether the cancellation followed the policy terms, any credit issued, and communication about the cancellation.

Recommended Chargeback Evidence

The disclosed cancellation or return policy
Records of any credit issued
Documentation the cancellation did not meet policy terms, if applicable
Communication with the cardholder about the cancellation

How to Prevent Similar Disputes

These disputes may be reduced by disclosing cancellation and return policies clearly, honoring them consistently, and issuing owed credits promptly.

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.