Guides › Visa
How to Respond to a Visa 13.7 “Cancelled Merchandise/Services” Chargeback
You've had a Visa chargeback with reason code 13.7. Here's what it means, what to send back, and how to submit it, in plain English.
- Visa 13.7
- Cancelled Merchandise/Services
- Type: cancelled order
What Visa 13.7 means
Reason code 13.7 is Visa's code for “Cancelled Merchandise/Services”. In plain words, the cardholder says they cancelled the order and were still charged. 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 13.7 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
- They asked to cancel after the order had already shipped.
- They sent a cancellation by email or message that you didn't see in time.
- They expected your cancellation policy to cover them.
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 13.7
These are the documents the DisputeDraft generator checks for this reason code. Send the ones you have:
- Cancellation PolicyYour cancellation terms, and where the customer saw them. Upload: cancellation policy.
- Proof of No Cancellation RequestYour records showing no cancellation came in before the charge or shipment. Upload: account and communication logs.
- Customer CommunicationMessages where the customer confirms the order, asks about it, or never raised a problem with you. Upload: emails, chat logs.
- Terms of Service AcceptanceShows the customer agreed to your terms at checkout, with a date and time. Upload: checkout screenshot with timestamp.
- 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 checking your inbox and messages for a cancellation request before replying.
- Not showing when the order shipped compared with when they asked to cancel.
- Leaving out the cancellation policy and where it was shown at checkout.
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 13.7 letter free
Opens the generator with Visa and 13.7 already selected. Nothing you type leaves your browser.
Write your letter freeFAQ
What if they asked to cancel after it shipped?
Show the timeline: when the order shipped and when the request came in, plus your cancellation policy. If your policy offered a return instead, say so.
What if we missed their cancellation email?
If the request came in on time and you missed it, accepting the dispute is the fair outcome.
Is a cancellation policy on my website enough?
It's stronger if you can show the customer saw it, for example a checkout screenshot with the policy and a timestamp.
Is Visa 13.7 the same as other “cancelled order” 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 13.7 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.