Visa reason code 13.1
Visa 13.1: Merchandise/Services Not Received
What the cardholder is claiming
The cardholder says they paid but never received the goods or services.
The evidence that actually wins
Bank analysts skim responses in minutes against a checklist for this exact code. Lead with the strongest fact; never make them dig.
- ✓Carrier tracking showing delivery to the address from the order, ideally with signature or GPS confirmation
- ✓For digital goods and services: access logs, download records, login history, or usage tied to the buyer
- ✓The agreed delivery timeline from your checkout or terms, if the dispute arrived before delivery was even due
- ✓Customer communication acknowledging receipt or discussing the delivered item
The honest read
This is one of the most winnable codes when you actually delivered and can show it. The classic loss is delivery to a different address than the cardholder's, or digital delivery with no usage logging. If you genuinely never delivered, refund instead of fighting; a lost dispute costs more than the refund.
Nobody can promise you a win; the cardholder's bank decides. What you control is submitting the strongest complete case your records support, on time. Our plain-language guarantees say exactly what that means.
Fighting a 13.1 right now?
Send us the dispute and a person builds the complete, submission-ready response: the narrative mapped to 13.1, your evidence compiled and ordered, and the field-by-field walkthrough. 24-hour rush available. If our review says yours isn't worth fighting, we tell you for free.