Reason Code 13.5Misrepresentation

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Dispute

Card Issuer

Visa

Reason Code

13.5

Category

Customer Dispute

Claim

The cardholder claims the terms of sale were vague, inaccurate, and misleading.

Cause

The merchant misrepresented their terms of sale. Merchants who often receive this reason code include timeshare resellers, credit repair, debt consolidation, technical support/services, and foreclosure relief services.

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 sales description is detailed and honest.
  • Include video and photo descriptions.

Notes

This reason code supersedes merchant return policies.

Visa Merchant Official Documentation
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