Visa chargeback reason code 13.1 chargeback code is one of the most common disputes customers file with their credit card companies. It happens when someone claims they paid for merchandise not received or services not received.
In this guide, I’ll walk you through everything you need to know about chargeback reason code 13.1. You’ll learn what it means, why it happens, and how both customers and merchants can handle these situations. Whether you’re a shopper who didn’t get what you paid for or a business owner dealing with disputes, this information will help you navigate the chargeback process effectively.
What Is Visa Chargeback Reason Code 13.1?
Visa chargeback reason code 13.1 falls under the category of “Merchandise/Services Not Received.” This code is used when a cardholder disputes a transaction because they claim they never got the goods or services they paid for.
This chargeback reason was previously known as reason code 30, but Visa updated their system to make it easier to understand. The code covers situations where:
- You ordered a product online but it never arrived
- You paid for a service that was never performed
- You received only part of your order
- The delivery was so late that it no longer served its purpose
The merchandise or services not received chargeback applies to both online and offline purchases. It doesn’t matter if you bought something in a store, over the phone, or through a website – if you didn’t receive what you paid for, this code might apply.
Common Causes of 13.1 Chargebacks
Understanding why consumer disputes happen under this code can help prevent them. Here are the main reasons I see for these chargebacks:
Genuine Merchant Issues
- Shipping problems: Package gets lost in transit
- Inventory mistakes: Merchant doesn’t actually have the item in stock
- Processing delays: Order gets stuck in the fulfillment system
- Poor communication: Customer doesn’t know about delays or problems
Customer-Related Issues
- Wrong address: Customer provided incorrect shipping information
- Package theft: Item was delivered but stolen from doorstep
- Unrealistic expectations: Customer expected faster delivery than promised
- Friendly fraud: Customer received items but claims they didn’t
System Failures
- Website glitches: Order doesn’t process correctly
- Payment processing errors: Charge goes through but order doesn’t
- Communication breakdowns: Confirmation emails don’t reach customer
How to Handle a 13.1 Chargeback as a Merchant
If you’re a business owner dealing with merchandise not received chargebacks, here’s what you need to know about merchant rights with 13.1 chargeback:
Gather Your Evidence
To successfully dispute a chargeback for late delivery service not provided, you’ll need:
- Delivery confirmation: Tracking numbers, delivery receipts, signatures
- Communication records: Emails, chat logs, phone call notes
- Service completion proof: Work orders, completion certificates, photos
- Customer acknowledgment: Any confirmation the customer received the items
Respond Quickly
You typically have 7-10 days to respond to a chargeback. Don’t delay because missing the deadline means you automatically lose.
Know When to Fight vs. Accept
Sometimes it’s better to accept the chargeback rather than fight it. Consider accepting when:
- You genuinely didn’t deliver the item or service
- The cost to fight exceeds the transaction amount
- You don’t have strong evidence
- The customer has a legitimate complaint
Fight the chargeback when:
- You have clear proof of delivery
- The customer is committing friendly fraud
- You can show the customer received value
- The chargeback was filed incorrectly
Visa chargeback reason code 13.1 doesn’t have to be scary if you understand how it works. For customers, it’s an important protection when you don’t receive what you paid for. For merchants, it’s a reminder to focus on reliable delivery and excellent customer service.
The key takeaway is that most merchandise/services not received disputes can be prevented with good communication and reliable fulfillment processes. When disputes do happen, having proper documentation and responding quickly gives you the best chance of a positive outcome.
Remember that the Visa chargeback codes system exists to protect consumers while giving merchants fair opportunities to resolve legitimate disputes. By understanding the process and preparing accordingly, both sides can navigate these situations more effectively.
Have you dealt with a merchandise not received chargeback before? I’d love to hear about your experience in the comments below. If you found this guide helpful, please share it with other business owners or consumers who might benefit from understanding the chargeback process better.
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