What the cardholder is claiming
“I cancelled this order, but I was still charged.”
The cancellation policy the customer accepted, and the timing of any cancellation request, decide most 13.7 cases.
Evidence that wins a Visa 13.7 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
Cancellation policy accepted Required
The cancellation terms the cardholder agreed to at purchase.
No valid cancellation Required
Shows the cardholder didn't cancel, or cancelled outside the agreed terms.
Goods delivered Recommended
The goods were delivered before any cancellation.
Services used Recommended
The service was used after the date they say they cancelled.
Correspondence about cancelling Recommended
What the cardholder asked and when.
How to respond to a Visa 13.7 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: cancellation policy accepted, no valid cancellation.
- 3
Add what strengthens the case: goods delivered, services used, correspondence about cancelling.
- 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 13.7 chargebacks happen
- The customer cancelled before delivery or before the service date.
- The cancellation was received but the charge or refund wasn’t updated.
- The customer didn’t know the cancellation policy.
How to prevent them
- Show the cancellation policy at checkout, and record that it was accepted.
- Confirm every cancellation in writing, with any refund amount.
- Stop shipping or billing as soon as a cancellation comes in.
Visa 13.7 chargeback FAQ
- What does Visa reason code 13.7 mean?
- Cancelled Merchandise / Services. The cardholder says they cancelled an order or service (not a subscription) and were still charged or not refunded.
- What evidence do I need to win a Visa 13.7 chargeback?
- Required: cancellation policy accepted, no valid cancellation. Also strengthens your case: goods delivered, services used, correspondence about cancelling.
- How do I respond to a Visa 13.7 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 13.7 checklist and drafts the cited response for you to approve.