Reason Code 13.4Counterfeit Merchandise

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Dispute

Card Issuer

Visa

Reason Code

13.4

Category

Customer Dispute

Claim

A reliable third party (customs agency, the intellectual property’s owner, an authorized representative, or a law enforcement agency) identified the merchandise as counterfeit.

Cause

The merchant sold counterfeit merchandise, or the customer fraudulently claims the merchandise is counterfeit.

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 merchandise sold is authentic.

Notes

Dispute time limits for the issuer or cardholder begin from the transaction date, customer receipt of the merchandise or service, or when the customer was informed the merchandise was counterfeit. The timeline shouldn’t exceed 540 days from the transaction date.

This reason code supersedes merchant return policies.

Visa Merchant Official Documentation
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