Visa Reason Code 13.3 Not as Described or Defective Merchandise/Services
Dispute
Visa
Card Issuer Name
13.3
Reason Code
Customer Dispute
Category
Claim
The cardholder claims the merchandise received isn’t as it was described (verbally or in the transaction receipt), arrived defective or damaged, or its quality isn’t as expected.
Cause
The merchant:
Misrepresented their services or merchandise.
Delivered the wrong merchandise.
Sent the right merchandise, but it was damaged during shipment.
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
Ensure the service or merchandise description is as described in advertisements, on the telephone, online, and in transaction receipts.
