What the cardholder is claiming
“I cancelled this subscription, but you kept charging me.”
Show that the customer agreed to recurring billing, that no cancellation reached you before the charge, and that they were reminded of the renewal.
Evidence that wins a Visa 13.2 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
Recurring billing terms accepted Required
The cardholder agreed to recurring charges and how to cancel them.
Not cancelled before the charge Required
Account history shows no cancellation before this billing date.
Service used after the charge Recommended
Use of the subscription after the disputed charge shows it was still wanted.
Renewal notices and correspondence Recommended
Reminders sent before renewal, and anything the cardholder wrote.
How to respond to a Visa 13.2 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: recurring billing terms accepted, not cancelled before the charge.
- 3
Add what strengthens the case: service used after the charge, renewal notices and 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 13.2 chargebacks happen
- The customer cancelled but the cancellation wasn’t processed.
- Cancelling was hard to find, so the customer went to their bank instead.
- A free trial converted to a paid plan the customer didn’t expect.
How to prevent them
- Make cancelling easy, and confirm every cancellation by email.
- Send a reminder before each renewal and before a trial ends.
- Show the renewal terms clearly at checkout and record that they were accepted.
Visa 13.2 chargeback FAQ
- What does Visa reason code 13.2 mean?
- Cancelled Recurring Transaction. The cardholder says a recurring charge continued after they cancelled, or that they never agreed to be billed on a recurring basis.
- What evidence do I need to win a Visa 13.2 chargeback?
- Required: recurring billing terms accepted, not cancelled before the charge. Also strengthens your case: service used after the charge, renewal notices and correspondence.
- How do I respond to a Visa 13.2 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 13.2 checklist and drafts the cited response for you to approve.