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How to Respond to a Visa 13.3 “Not as Described or Defective Merchandise/Services” Chargeback
You've had a Visa chargeback with reason code 13.3. Here's what it means, what to send back, and how to submit it, in plain English.
- Visa 13.3
- Not as Described or Defective Merchandise/Services
- Type: not as described or defective
What Visa 13.3 means
Reason code 13.3 is Visa's code for “Not as Described or Defective Merchandise/Services”. In plain words, the cardholder received the order but says it was different from the listing, damaged or defective. 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 13.3 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 photos or description gave a different impression of the size, colour or material.
- The item was damaged on the way to them.
- It really did have a defect.
- They changed their mind and described it as faulty.
- They couldn't find how to return it, so they went to their bank instead.
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 13.3
These are the documents the DisputeDraft generator checks for this reason code. Send the ones you have:
- Product DescriptionThe listing exactly as the customer saw it when they bought. Upload: product page screenshot.
- Photos of ProductPhotos of the actual item you sent, ideally taken before it shipped. Upload: product photos.
- Return PolicyYour return terms, so the bank can see the customer had a way to return it. Upload: return policy.
- 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
- Not including the listing as it looked when the customer bought, with its photos and description.
- Saying the complaint is 'just opinion' without photos of the item you actually sent.
- Leaving out the customer's earlier messages, and any return or replacement you offered.
- Not showing your return policy, so it looks like they had no other option.
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 13.3 letter free
Opens the generator with Visa and 13.3 already selected. Nothing you type leaves your browser.
Write your letter freeFAQ
Should I offer a return now?
If the customer contacted you before the dispute, include that conversation and any return or replacement you offered. If you have a return policy they didn't use, show it. Whether to accept the dispute instead is your call.
What if the item really did arrive broken?
Be honest with yourself about it. If it arrived damaged, accepting the dispute or refunding may be the fair outcome; you can still claim from the carrier if the shipment was insured.
Do I need photos?
They help a lot. Photos of the item you sent, next to the listing photos, let the bank compare for themselves.
Is Visa 13.3 the same as other “not as described or defective” 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 13.3 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.