What the cardholder is claiming
“The item I received is fake.”
Authenticity evidence — supplier invoices, certificates and serial numbers — matters most, because the claim may be backed by the brand owner.
Evidence that wins a Visa 13.4 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
The goods are genuine Required
Supplier invoices, certificates or brand authorisation show the goods are authentic.
What was sold Recommended
How the goods were described when sold.
How to respond to a Visa 13.4 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: the goods are genuine.
- 3
Add what strengthens the case: what was sold.
- 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 13.4 chargebacks happen
- Stock bought from unauthorised or grey-market suppliers.
- The customer doubts authenticity because of packaging, price or a third-party claim.
- The rights holder or an authority has said the goods are fake.
How to prevent them
- Buy only from authorised suppliers, and keep invoices and certificates.
- Show proof of authenticity on the product page or in the parcel.
- Remove any line that is challenged until you have verified it.
Visa 13.4 chargeback FAQ
- What does Visa reason code 13.4 mean?
- Counterfeit Merchandise. The cardholder says the goods they received were counterfeit.
- What evidence do I need to win a Visa 13.4 chargeback?
- Required: the goods are genuine. Also strengthens your case: what was sold.
- How do I respond to a Visa 13.4 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 13.4 checklist and drafts the cited response for you to approve.