Reason Code 13.1Merchandise/Services Not Received

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Card Issuer


Reason Code



Customer Dispute


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.


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.


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.


If a delivery date wasn’t specified, the issuer should allow 15 days from the transaction date to pass before filing a dispute. And if the merchandise was returned for late delivery, the issuer should wait 15 days after the return of the merchandise before filing a chargeback.

Visa Merchant Official Documentation
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