Reason Code 13.3Not as Described or Defective Merchandise/Services

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Card Issuer


Reason Code



Customer Dispute


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.


The merchant:

  • Misrepresented their services or merchandise.
  • Delivered the wrong merchandise.
  • Sent the right merchandise, but it was damaged during shipment.


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.
  • Carefully package items to avoid damage.
  • Refrain from selling counterfeit products.
  • Ensure you ship the correct item.
  • Accept returns and issue refunds promptly.


If the customer canceled services or returned the merchandise, they should allow 15 calendar days to pass before filing a dispute. 

You cannot refer the cardholder to the manufacturer. Also, this reason code supersedes the return policy.

Visa Merchant Official Documentation
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