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How to Respond to a Visa 13.1 “Merchandise/Services Not Received” Chargeback
You've had a Visa chargeback with reason code 13.1. Here's what it means, what to send back, and how to submit it, in plain English.
- Visa 13.1
- Merchandise/Services Not Received
- Type: item not received
What Visa 13.1 means
Reason code 13.1 is Visa's code for “Merchandise/Services Not Received”. In plain words, the cardholder told their bank they paid but never received the order, or the service never happened. The bank has pulled the money back for now, and your response is your chance to show the charge was valid.
How Visa handles it
Visa sorts its reason codes into four groups, and 13.1 sits in the Consumer Disputes group (13.x codes). Visa generally gives the cardholder's bank 120 days to file a dispute; for item-not-received and cancellation disputes the clock can start later, from the expected delivery or cancellation date, so an older order can still be disputed.
Why customers file it
- The tracking says delivered, but the parcel went missing from a porch, mailroom or neighbour.
- Shipping took longer than they expected and they gave up waiting.
- A typo or old address was entered at checkout, so the order went somewhere else.
- For a digital product or service, they don't realise it was delivered (a download link or login they never opened).
- Now and then, the customer did receive it and files anyway.
Most of these aren't bad faith. A calm, factual reply with the right documents works better than an argument.
The evidence that matters for 13.1
These are the documents the DisputeDraft generator checks for this reason code. Send the ones you have:
- Proof of DeliveryShows the order reached the address the customer gave you. Delivered status matters more than 'shipped'. Upload: tracking history, delivery confirmation.
- Customer CommunicationMessages where the customer confirms the order, asks about it, or never raised a problem with you. Upload: emails, chat logs.
- Transaction DetailsThe receipt, invoice or order confirmation for the disputed charge. Upload: Original sales receipt, invoice, or order confirmation.
How to submit your response
Paste your letter into your processor's dispute response and upload the evidence. Menus change from time to time, so follow your dispute notice if anything looks different.
Stripe
- Go to Payments → Disputes and open this dispute.
- Click Counter dispute and follow the form.
- Paste the letter as your response and upload the files below.
Stripe accepts only one submission per dispute, so upload everything at once.
PayPal
- Open the Resolution Center and find this case (look under “Needs your attention”).
- Click Respond and choose the option to provide evidence.
- Paste the letter and upload the files below.
Use the response due date shown on the case.
Shopify Payments
- Go to Orders and open the order with the chargeback.
- Click Submit response in the chargeback banner.
- Paste the letter in the notes and add the files below as evidence.
You can add evidence until the due date; Shopify sends your response to the card company then.
Etsy Payments
- Find the email Etsy sent about this chargeback.
- Reply with the letter and the files below, as that email asks.
- Keep a copy of what you sent.
Etsy’s email gives the time frame to reply; Etsy passes your information to the bank.
Common mistakes
- Sending tracking that only shows 'shipped' or 'in transit' instead of 'delivered'.
- Sending tracking without the shipping address from the order, so the bank can't see they match.
- Refunding the customer separately while the dispute is open, which can leave you paying twice.
- Writing a long, angry letter. A short, factual one with the evidence attached reads better.
Deadline reminder
Submit before the deadline on your dispute notice: late responses lose automatically.
Your processor sets its own response date, which is usually earlier than the bank's. Use the date on your dispute notice, not one you've read online.
Write your Visa 13.1 letter free
Opens the generator with Visa and 13.1 already selected. Nothing you type leaves your browser.
Write your letter freeFAQ
What if tracking shows delivered but the customer says it never arrived?
Send the delivery confirmation together with the shipping address from the order, so the bank can see it went where the customer asked. Add any messages where the customer mentioned the order. If you have a delivery photo or signature, include it.
Do I need signature confirmation to respond?
No. A signature helps, but send what you have: tracking that shows delivered, the matching address, and your messages with the customer.
What counts as delivery for a digital product or service?
Records that show the customer got access: the email with the download link or login, and any log showing it was opened or used.
Is Visa 13.1 the same as other “item not received” codes?
Other networks have their own codes for the same kind of dispute. The evidence is similar, but always use the exact code on your dispute notice (Visa 13.1 here).
Related guides
This guide is general information, not legal advice. It can't guarantee an outcome. Networks revise their reason codes, so always follow the code and deadline on your processor's dispute notice.