Skip to content
NoChargeback

Visa reason code 13.7 and how to win cancelled merchandise or services disputes

Visa reason code 13.7 (Cancelled Merchandise or Services) means the cardholder says they cancelled an order, booking or service under your policy and still did not get the credit they expected. You win it by showing the cancellation did not follow your accepted terms, or that the purchase was delivered or used before the cancellation.

Draft my evidence See pricing

Read and dispute permissions only. We never move your money.

What Visa reason code 13.7 means

The issuer files 13.7 when the cardholder claims a valid cancellation of goods or services and no credit followed. It covers one time services, bookings, event tickets, memberships and prepaid plans. Cancelled recurring charges usually go under 13.2 instead. 13.7 is close to 13.6, but here the cardholder does not need a credit voucher, only the claim that they cancelled in line with your policy. Your cancellation terms and the timing of the request decide the outcome.

Typical triggers for a 13.7 chargeback

  • A cancellation request sent after the deadline in your terms, such as inside a 48 hour window before a booking.
  • A non refundable service or annual plan the cardholder believed was refundable.
  • A cancellation by email or chat that support never processed.
  • A cancellation fee the cardholder did not expect.
  • Services partly used before the cardholder cancelled, with no prorated credit.

Time limits for Visa 13.7

The cardholder typically has 120 days from the transaction or from the date the service was expected, and Visa rules usually ask them to wait about 15 days after cancelling before they dispute. Your response window is set by your processor, often 7 to 21 days. In Stripe the evidence due date appears on the dispute.

Evidence that wins a 13.7 dispute

  • Your cancellation policy as shown at checkout, with a timestamp proving the cardholder accepted it.
  • The exact date and channel of the cancellation request, compared with the deadline in the policy.
  • Usage logs, logins, check in records or delivery proof showing the service or goods were used before cancelling.
  • Any partial refund or credit you issued, with its date and reference number.
  • Support messages that show the cardholder never asked to cancel, or asked after the cutoff.

What to avoid when you respond

  • Do not send a policy page without proof the cardholder saw and accepted it.
  • Do not ignore a cancellation you actually received. If it was valid under your terms, accepting the dispute is often cheaper.
  • Do not refund after the dispute opens, because the disputed funds are already withdrawn.

How to prevent Visa 13.7 chargebacks

  • Show cancellation terms next to the pay button and require a checkbox for non refundable purchases.
  • Confirm every cancellation request by email with the outcome and any refund amount.
  • Offer self service cancellation in the customer account, so requests have a clear timestamp.
  • Use chargeback alerts to refund a valid cancellation before it becomes a dispute.

How 13.7 appears in Stripe

Stripe usually shows Visa 13.7 with the reason credit_not_processed when a cancelled one time order or booking is at issue, and with subscription_canceled when the cancellation concerns a subscription. The raw code 13.7 is always in the network reason code field on the dispute. NoChargeback reads that field, not only the reason label, attaches your accepted policy, usage logs and cancellation timeline, and fills the Stripe evidence fields. See Stripe chargeback protection.

Rebuttal letter opening for Visa 13.7

We are responding to the dispute filed under Visa reason code 13.7. The cardholder accepted our cancellation policy at checkout, which allows cancellation with a full refund up to 48 hours before the service date. The cancellation request arrived after that deadline and the service was made available as booked. The accepted policy, the request timestamp and the usage records are attached.

Draft my evidence

Can a merchant win a Visa 13.7 chargeback?

Yes. You win when the cardholder cancelled outside your accepted terms, used the goods or services before cancelling, or already received the credit the policy allowed.

What is the difference between Visa 13.6 and 13.7?

13.6 covers a refund that was promised or documented and not processed. 13.7 covers a cancellation the cardholder says was valid under your policy, with no credit voucher needed.

Does 13.7 cover cancelled subscriptions?

Cancelled recurring charges usually fall under Visa 13.2. 13.7 is mostly used for one time orders, bookings, memberships and prepaid services that the cardholder cancelled.