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Visa reason code 13.1 and how to win merchandise not received disputes

Visa reason code 13.1 (Merchandise or Services Not Received) means the cardholder told their bank they paid but never got the goods or the service. It is a consumer dispute, not a fraud claim, so the cardholder admits the purchase. You win it by proving delivery, access or availability on the agreed date.

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What Visa reason code 13.1 means

The issuer files 13.1 when the cardholder says the merchandise did not arrive by the expected date, or a service was not provided. For physical goods the question is whether the parcel reached the cardholder's address. For digital goods and SaaS it is whether the customer had access and could use it. Visa rules generally expect the cardholder to try to resolve the problem with the merchant first and, when no delivery date was agreed, to wait a set period after the purchase before disputing.

Typical triggers for a 13.1 chargeback

  • A parcel marked delivered that the cardholder says never reached them.
  • Shipping delays with no tracking update or proactive message from you.
  • Preorders or backorders where the promised date passed without contact.
  • A SaaS account or license key that the customer never activated and believes was not provided.

Time limits for Visa 13.1

The cardholder typically has 120 days from the transaction date or from the expected delivery date to dispute, and in some cases up to 540 days from the transaction. Your response window is much shorter and is set by your processor, often between 7 and 21 days. In Stripe the deadline appears as the evidence due date on the dispute.

Evidence that wins a 13.1 dispute

  • Carrier tracking number, carrier name and shipping date.
  • Delivery confirmation to the address on the order, ideally with signature or a photo for high value orders.
  • A match between the shipping address and the billing address verified by AVS.
  • For digital goods and SaaS, account creation time, login history, IP addresses, downloads and feature usage after the purchase.
  • The delivery date or service date shown at checkout and in the order confirmation email.
  • Support messages where the customer confirms receipt.

What to avoid when you respond

  • Do not send tracking that only shows the label was created. Issuers need a delivered scan.
  • Do not ship a replacement and refund at the same time after the dispute opens.
  • Do not miss the deadline while you wait for a carrier claim.

How to prevent Visa 13.1 chargebacks

  • Send tracking links automatically and a message when a shipment is delayed.
  • Require signature confirmation above an order value you set.
  • Show a realistic delivery date at checkout and keep it updated.
  • Send a welcome email with login details for every new SaaS account.

How 13.1 appears in Stripe

Stripe usually shows Visa 13.1 disputes with the reason product_not_received, and the raw code is always in the network reason code field on the dispute. NoChargeback reads both, pulls the shipping details, tracking, delivery scan or usage logs and support history, and fills the matching Stripe evidence fields such as shipping documentation and access activity log. Read more on Stripe chargeback protection and dispute automation.

Rebuttal letter opening for Visa 13.1

We are responding to the dispute filed under Visa reason code 13.1. The order was delivered to the shipping address the cardholder provided at checkout, which matches the verified billing address. The carrier tracking record shows a delivered scan on the date below, and the attached records confirm the cardholder received the merchandise.

Draft my evidence

Can a merchant win a Visa 13.1 chargeback?

Yes. Merchants win 13.1 disputes when they show a delivered tracking record to the cardholder's address, or for digital goods and SaaS, logins and usage after the purchase. Clear delivery dates at checkout make the case stronger.

Is a delivered tracking status enough for 13.1?

Often it is the core of the case, but issuers look for more. Add the address match, the delivery date promised at checkout and any customer message that confirms receipt.

What if the parcel was really lost?

Refund or reship before the cardholder disputes, ideally when you get the first complaint. Once the dispute is open, the funds are already withdrawn, so a refund then can cost you twice.