Visa Reason Code 13.1 Merchandise/Services Not Received
Dispute
Visa
Card Issuer Name
13.1
Reason Code
Customer Dispute
Category
Claim
The cardholder claims they didn’t receive the merchandise they ordered or canceled their order because they didn’t receive the goods or service on the set delivery date.
Cause
The merchant:
Didn’t provide the service or send the merchandise by the agreed date or to the agreed location.
Billed the consumer before shipping the merchandise.
Didn’t avail the merchandise for pickup.
Response
Cardholders and issuers have 120 days to file a dispute related to the claim against the merchant.
Merchants have 20 days to respond to the claim in dispute.
Steps to Prevention
Stick to the agreed delivery date and time.
Avail the merchandise for pickup at the specified time.
Don’t charge the customer until you ship the merchandise.
If you foresee delivery delays, notify the customer of the new delivery date in writing and give them the option to cancel the order.
Request for proof of pickup or delivery to have evidence against customer disputes.
