What the cardholder is claiming
“I paid, but I never received what I ordered.”
Proof of delivery to the cardholder’s address, together with their own messages acknowledging the order, makes a 13.1 response strong.
Evidence that wins a Visa 13.1 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
Proof of delivery Required
Directly rebuts the claim that the goods never arrived.
Order fulfillment record Required
Confirms the merchant shipped or provided this specific order.
Cardholder confirmed receipt Recommended
The cardholder's own words (email, text, photo) saying it arrived contradict the claim directly.
Services provided or used Recommended
For services or digital goods: proof they were delivered and used.
Agreed terms and delivery date Recommended
Shows what delivery date was agreed and that it was met.
Customer service correspondence Recommended
Shows the merchant engaged with the customer about this order.
How to respond to a Visa 13.1 dispute
- 1
Check the due date in your processor’s dispute dashboard. Responses that arrive late lose, however strong they are.
- 2
Collect the required evidence: proof of delivery, order fulfillment record.
- 3
Add what strengthens the case: cardholder confirmed receipt, services provided or used, agreed terms and delivery date, customer service correspondence.
- 4
Write a short response that answers the cardholder’s claim point by point, and cite the exact document and page behind each point.
- 5
Combine it into one clean package and submit it through your processor’s dispute portal.
Why Visa 13.1 chargebacks happen
- The carrier lost or misdelivered the parcel, or it was taken from the doorstep.
- The order shipped later than promised and the customer gave up waiting.
- For digital goods or services, the customer couldn’t access what they bought.
How to prevent them
- Ship with tracking and delivery confirmation — a signature for higher-value orders.
- Tell customers about delays before they ask.
- Confirm access to digital goods and services by email, and keep the access logs.
Visa 13.1 chargeback FAQ
- What does Visa reason code 13.1 mean?
- Merchandise / Services Not Received. The cardholder says goods or services they paid for never arrived, or weren’t provided by the agreed date.
- What evidence do I need to win a Visa 13.1 chargeback?
- Required: proof of delivery, order fulfillment record. Also strengthens your case: cardholder confirmed receipt, services provided or used, agreed terms and delivery date, customer service correspondence.
- How do I respond to a Visa 13.1 chargeback?
- Gather the evidence above, write a response that answers the cardholder’s claim point by point and ties each point to a document, and submit it through your processor’s dispute portal before the due date shown there. Chargeback Warden checks your evidence against the Visa 13.1 checklist and drafts the cited response for you to approve.