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REASON CODE GUIDE · VISA

Visa 13.1: Merchandise / Services Not Received Defense Playbook

Cardholders claim their order never arrived. Exactly what evidence wins this dispute — and what issuers ignore.

Response Window 30 days from notification
Merchant Difficulty Medium winnable with right evidence
Category Consumer 13.x dispute series
Threshold $0 no minimum transaction
Common For All physical, digital, services

What This Dispute Means

Visa reason code 13.1 is filed when a cardholder claims that merchandise or services they paid for were never received. This is a consumer dispute code, not a fraud code — meaning the cardholder is not claiming someone else made the purchase. They are claiming they made the purchase and received nothing in return.

Unlike fraud disputes, the customer is acknowledging that they participated in the purchase. They know what they bought, when they bought it, and when they expected to receive it. You are not defending whether the transaction was authorized — you are defending that delivery occurred or that delivery is not yet overdue per the original agreement.

The dispute is entirely separate from quality claims (covered under 13.3) or misrepresentation (covered under 13.4). A 13.1 specifically asserts that nothing arrived at all. To win, the merchant must prove that delivery occurred, or that the item was made available for pickup or download, or that the agreed delivery date has not yet passed.

Network Coding

All four major networks cover this dispute type under different codes. Our recommendations are calibrated to meet the highest bar across all four.

Network Code Official Name
Visa 13.1 Merchandise / Services Not Received
Mastercard 4853 Goods or Services Not Provided
American Express C08 Goods/Services Not Received or Only Partially Received
Discover RG Non-Receipt of Goods, Services, or Cash

Required Evidence

The evidence you need depends entirely on what you sold and how you delivered it. Physical goods and digital products require fundamentally different documentation. Mixing these up — or treating them interchangeably — will result in a lost dispute even if you have strong evidence of the right type for a different category.

#1 — Proof you attempted to deliver the merchandise or service

This is the core of your case. The requirement varies by how the item was delivered:

Delivery Method Evidence to Provide
Shipped The carrier tracking number and bill of lading. This is your minimum viable evidence for any shipped order — but "delivered" status alone is rarely sufficient on its own.
In-Store (immediate) A clear statement that the customer took possession of the merchandise at the time of the transaction. Do not assume this is obvious — say it explicitly in your rebuttal.
In-Store (future delivery) A statement of how the customer will take possession, plus carrier tracking evidence if the item will be shipped from the store after purchase.
Digital Proof that access was made available. For login-based products: confirmation the account has the item activated. For email delivery: confirmation the delivery email was sent and received.
Services Documentation that the service was rendered: appointment records, service completion logs, project delivery confirmation, or communication acknowledging service delivery.

#2 — Proof the item has not been provided yet, if that is your defense

If the customer filed too early and the item is not yet overdue, you need to demonstrate that clearly — with the agreed delivery timeline from the original order.

Delivery Method Evidence to Provide
Shipped The original order confirmation showing the estimated delivery date communicated at the time of purchase, demonstrating the dispute was filed before the expected delivery window.
In-Store (future delivery) Order details showing when the item will be available for pickup or delivery, with the agreed-upon date clearly visible.
Digital / Services Order details showing the expected availability date or service start date disclosed at checkout, demonstrating the dispute was premature.

#3 — Proof you sent the item to the address provided by the customer

Visa requires confirmation the merchant shipped to the address the cardholder provided — not a default address or a merchant-side error:

Delivery Method Evidence to Provide
Shipped The shipping address the customer entered during checkout, confirmed from your order record, showing it matches the carrier's delivery destination.
In-Store (future delivery) Invoice or receipt showing the agreed-upon delivery address as provided by the customer.
Digital The email address entered by the customer during checkout, confirmed from your order record, matching the address to which delivery was sent.

Strongly Recommended Evidence

Required evidence establishes that you tried to deliver. Strongly recommended evidence establishes that the customer actually received it. Visa arbitrators can accept your required evidence while still ruling for the cardholder if there is no proof the right person actually received the item.

#4 — Proof the customer received the merchandise

Delivery Method Evidence to Provide
Shipped A screenshot of delivery confirmation from the carrier portal — not just a tracking number, but confirmation showing the specific delivery date, time, and address.

If the delivery required a signature, include a screenshot of the signature record and the name of the package acceptor. This is typically not visible via a public tracking lookup — if you can access it in your carrier account, include it because the reviewer cannot find it independently.

GPS delivery coordinates from the carrier, and carrier delivery photos if available.
Digital Proof the customer actually accessed the item — not just that access was made available. Login timestamps with IP address, download records with file size transferred, or platform usage data.

Showing the IP address at purchase matches the IP of subsequent usage is strong evidence the same person who bought it also used it.
Services Customer acknowledgment of service completion, appointment attendance records, progress reports sent to and acknowledged by the customer, or communications referencing the completed work.

#5 — Proof the customer used the merchandise

  • Customer reviews or public posts dated on or after the delivery date — any public acknowledgment they have the product.
  • Customer service emails or chat logs that reference the product, ask questions about how to use it, or request support — anything that implies possession.
  • Warranty registration, product activation records, or account setup using the delivered item's serial number or license key.
  • For digital goods: feature usage logs, session data showing meaningful engagement, or completion certificates.

#6 — Confirmation the customer never contacted you about a delivery issue

  • State clearly and directly that the customer has not contacted you to report any issue with the delivery of this order.
  • Export your support ticket records, CRM logs, or email history showing no delivery complaint was received prior to the chargeback filing.
Warning

Tracking numbers are not enough. "Delivered" status on a carrier website is not sufficient evidence on its own. Visa requires you to prove delivery to the cardholder's address — not just that the package was marked delivered somewhere. Always pair tracking status with GPS coordinates, signature confirmation, or delivery photos.

Supporting Evidence

These items rarely win a dispute on their own, but they round out your case and become important if the dispute escalates to Visa arbitration.

#7 — Detailed merchandise or service information

  • The product name or service description exactly as it appears on your website, receipts, and order confirmations.
  • Brief and long product descriptions or service scope you use publicly.
  • Where applicable: brand, model number, item number, color, size, or other identifying details.
  • For digital goods: any terms governing how or where the product may be used.
  • For services: the scope of work or service agreement signed or accepted by the customer.

#8 — Policy documents available to the customer at checkout

  • Product shipping and/or delivery policy, including stated timeframes.
  • Cancellation and return policy.
  • Screenshot of any checkout step requiring the customer to acknowledge these policies before completing the purchase.
Pro Tip

If your checkout flow requires the customer to view or acknowledge these policies before completing the purchase, include a screenshot of that step. It is significantly harder for a cardholder to claim they were unaware of policies they were required to acknowledge.

Critical Mistakes

Visa 13.1 is one of the most winnable dispute codes when merchants have solid logistics data. It is also one of the most commonly lost — not because merchants lack evidence, but because they mishandle what they have.

Mistake #1: Carrier tracking that shows "delivered" but nothing more

A "delivered" status without GPS coordinates, a signature record, or a delivery photo is routinely rejected by Visa arbitrators. The cardholder can deny receipt, and because you cannot prove who accepted the delivery or exactly where the package was left, they will typically win. Visa holds merchants responsible for proving delivery to the correct recipient — not just to a general vicinity.

What to do instead

Pull everything available from your carrier account dashboard — not just the public tracking URL. GPS coordinates, delivery photos, and signature captures are often visible only to account holders. Include screenshots of all tracking details available in your carrier portal.

Mistake #2: No signature confirmation on high-value orders

An unsigned proof of delivery does not prove the right person received the package. For transactions over $750, Visa's rules effectively require signature confirmation as a prerequisite for representment on 13.1 disputes. Without it, even a well-documented delivery may not be sufficient.

What to do instead

Require signature confirmation for all shipments above your chosen threshold. The additional shipping cost is trivial compared to the liability reduction on high-value disputes. When responding to disputes on unsigned deliveries, pair the tracking confirmation with every other piece of delivery evidence you have — delivery photo, GPS coordinates, prior order history to the same address.

Mistake #3: Providing tracking for the wrong shipment

A surprisingly common error: the merchant submits a tracking number that belongs to a different order to the same customer, or a return shipment, or a re-shipment. The reviewer checks the tracking and finds dates that do not align with the transaction — instant credibility damage to the rest of your response.

What to do instead

Before submitting, verify the tracking number matches the disputed transaction's order record, ship date, and destination address. Double-check that the carrier portal confirms delivery to the same address as the order — not a different address or a different date.

Mistake #4: Submitting a delivery email instead of proof of access for digital goods

Evidence that you sent a download link or access instructions is weak on its own. Anyone can claim the link never worked or the email never arrived. For digital products, Visa needs proof the customer received and used the product — not just that you attempted delivery.

What to do instead

Provide server logs showing login timestamps with IP addresses, download records with file size transferred, usage statistics showing meaningful platform engagement, or completion records. The stronger the access and usage data, the harder the claim becomes to sustain.

Mistake #5: Failing to explain a billing address / shipping address mismatch

A different shipping and billing address immediately raises a red flag. Reviewers assume the cardholder at the billing address never received anything because the package went somewhere else. Without explanation, this discrepancy can undermine otherwise strong delivery evidence.

What to do instead

Document why the addresses differ: include the customer's email or account record showing they entered the alternate shipping address at checkout, proof of prior successful deliveries to that same alternate address, or evidence it is a known workplace or secondary residence address for the customer.

Winning Response Framework

How you present your evidence matters as much as what you submit. Reviewers are processing many cases — a well-structured response that leads with your strongest evidence gets more attention than a document dump in chronological order.

Step 1 — Identify the chargeback clearly

Template Language
Case Number [DISPUTE_REFERENCE_NUMBER] We are responding to the Visa 13.1 chargeback against the [MM/DD/YYYY] transaction made by [CARDHOLDER_NAME] in the amount of [$AMOUNT]. Please find our response and supporting documentation attached.

Step 2 — Summarize your case explicitly

State the facts of the delivery in plain language. Do not make the reviewer infer anything from your documents — lead them to the conclusion you want.

Template Language — Physical Goods
The transaction was processed as payment for [PRODUCT NAME]. The item was shipped on [MM/DD/YYYY] via [CARRIER] and was delivered to the customer's indicated shipping address of [FULL_ADDRESS] on [MM/DD/YYYY], confirmed by tracking number [TRACKING_NUMBER]. The delivery address matches the address provided by the customer at checkout. To date, the customer has not contacted us to express any issues or dissatisfaction with this order or with the delivery process. The following additional documentation is attached: - Delivery confirmation screenshot (Exhibit A) - Carrier delivery GPS coordinates (Exhibit B) - Shipment notification email (Exhibit C) - Order confirmation with shipping address (Exhibit D) Please provide our documentation to the customer and have them provide an updated response specifically identifying their area of concern.
Template Language — Digital Goods / Services
The transaction was processed as payment for [PRODUCT/SERVICE NAME]. The [product/service] was made available to the customer immediately upon purchase confirmation and was actively accessed and used following delivery. Our access logs show the customer logged in on [DATE] at [TIME] — [X] hours after purchase — and used the product for [DURATION/ACTIVITY]. The customer has not contacted us to report any delivery issue or access problem prior to filing this dispute. The following additional documentation is attached: - Account login and session logs (Exhibit A) - Usage data and activity records (Exhibit B) - Delivery confirmation email with open tracking (Exhibit C)

Step 3 — Sequence your evidence by strength, not chronology

Put your strongest evidence first. Reviewers pay the most attention at the start of a document. Delivery confirmation and post-delivery customer behavior belong on page one.

Priority Evidence Type
First Delivery confirmation — tracking screenshot, GPS coordinates, signature record, carrier delivery photo.
Second Post-delivery customer behavior — product review, warranty registration, support contact about the product, login logs or usage data for digital goods.
Third Shipping and order documentation — confirmation email, shipment notification, address matching evidence.
Last Supporting policies — shipping policy, return policy, checkout acknowledgment screenshot.

Step 4 — Label and explain each exhibit

Every piece of documentation should be named, numbered, and given a one-sentence explanation. Do not make the reviewer guess what they are looking at.

Template Language
Exhibit A: Carrier Delivery Confirmation Screenshot from UPS account dashboard showing delivery on [DATE] at [TIME] to [ADDRESS], with GPS coordinates confirming delivery location. Note: signature was collected and is visible on page 2 of this exhibit.

Real-World Examples

✓ Winning Example — Online Furniture Retailer

The situation: $890 dining table set. Cardholder disputed 21 days after delivery claiming "I never received this item. It was never delivered to my home."

Opening statement submitted:

Opening Statement
"The merchandise was delivered to the cardholder's verified shipping address at 1847 Oak Lane, Denver, CO 80201 on May 14, 2025 at 2:18 PM via FedEx Freight, tracking number 784930284756100. Delivery was confirmed with the recipient's signature — signature on file under the name 'M. Harrington.' The delivery address matches the cardholder's billing address exactly. The customer was sent a shipment confirmation on May 10, 2025, which was opened on the same day. The customer has not contacted us by email, phone, or chat at any point to report a delivery issue."

Evidence provided (in order submitted):

Page Evidence
1 FedEx Freight carrier account screenshot showing delivery on 5/14/25 at 2:18 PM to 1847 Oak Lane, Denver, CO 80201, with GPS coordinates at delivery and signature capture showing "M. Harrington."
2 Shipment confirmation email sent 5/10/25 with email open event recorded 5/10/25 at 11:43 AM, confirming the customer received and opened the tracking information.
3 Order confirmation showing shipping address entered at checkout: 1847 Oak Lane, Denver, CO 80201 — identical to billing address and to FedEx delivery destination.
4 CRM export showing zero support contacts for this order between purchase date and dispute filing date.

Result: Chargeback successfully represented. Claim withdrawn.

Why it won:

  • Signed delivery confirmation with the recipient's name directly contradicts "never delivered" — the signature proves a person at the address received it
  • GPS coordinates at delivery confirm the package was physically brought to the address, not just marked delivered from a distance
  • Email open record shows the customer saw the tracking information before the delivery date — inconsistent with someone who claims total non-receipt
  • Zero support contacts in the CRM undermines any claim that the customer reported the issue before filing the chargeback
✗ Losing Example — Online Apparel Store

The situation: $175 clothing order shipped to a different address than billing. Cardholder disputed claiming "I never got this order."

What they submitted:

Response Submitted
"The customer ordered this item and we shipped it as requested. Here is the tracking number: 9400111899223396798300. Our records show it was delivered. We have a strict no-refund policy on delivered orders. Please deny this chargeback."

Result: Dispute ruled in cardholder's favor.

Why it lost:

Mistake Explanation
Only a tracking number, no delivery confirmation A tracking number is not evidence of delivery. The reviewer needs to see a delivery confirmation with date, time, and address — not just a number they would have to look up themselves.
No address match explanation The shipping address differed from billing. Without explanation of why, the reviewer naturally wonders whether the package even reached the cardholder.
No-refund policy cited Merchant policies do not override network dispute rules. Citing a no-refund policy in a representment reads as a deflection, not a defense.
No delivery details No GPS, no signature, no delivery photo, no delivery time. "Our records show it was delivered" without supporting evidence is not substantiation.

What they should have submitted:

  • Carrier account screenshot showing delivery date, time, destination address, and GPS coordinates
  • Explanation of the billing/shipping address discrepancy — ideally an email from the customer requesting the alternate ship-to address
  • Any post-delivery customer communication referencing the order
  • Order confirmation showing the customer entered the alternate shipping address at checkout

Before You Submit

Run through this checklist before finalizing your response.

Delivery confirmation

  • Carrier name and tracking number included
  • Delivery date and time shown — pulled from carrier account, not public lookup
  • Delivery address confirmed and matches the address provided at checkout
  • Any billing/shipping address discrepancy is explained with supporting documentation
  • Signature confirmation included if available or if transaction exceeds $750
  • GPS delivery coordinates included if available from carrier
  • Carrier delivery photo included if available

Digital access evidence (for digital goods / services)

  • Login records with timestamps and IP addresses included
  • Download or access confirmation with file size and date
  • Usage data showing meaningful product engagement after delivery
  • Email delivery confirmation with open tracking included
  • IP at download compared to IP at purchase — include both

Post-delivery customer behavior

  • Any customer communication mentioning or referencing the product after delivery
  • Product reviews or ratings submitted by the customer
  • Warranty or product registration
  • Support contacts about the product (not claiming non-receipt)
  • CRM or support log export showing no delivery complaint before the dispute was filed

Order documentation

  • Order confirmation showing items purchased and shipping address entered at checkout
  • Shipment notification email sent to customer with tracking information
  • Shipping policy with delivery timeframes
  • Response submitted within 30 days of Visa dispute notification

Proactive Prevention

The most effective chargeback defense is the evidence you collect before a dispute is ever filed. These steps reduce your exposure and build a documentation trail that makes responses straightforward.

Action Why It Matters
Require signature for high-dollar orders Make signature confirmation mandatory above a set threshold — $200, $500, or whatever your business risk tolerance dictates. For transactions over $750, Visa's own rules make signature confirmation effectively required for a successful representment.
Send automated shipment notifications Email customers with tracking numbers and carrier links when orders ship. Customers who can track their package file far fewer non-receipt claims. These emails also become evidence of the customer's awareness of the shipment.
Enable carrier delivery photos UPS, FedEx, and USPS offer photo-on-delivery at no extra cost on many services. Enable it across all shipments. A delivery photo combined with tracking confirmation and GPS coordinates is significantly stronger than tracking alone.
Log digital access events For every digital product, log login timestamps, download events, and usage activity with IP addresses and timestamps. This data must be captured in real time — it cannot be reconstructed after a dispute is filed.
Build post-delivery touchpoints Email customers 5–7 days after delivery asking for reviews, sharing product tips, or offering support. Any reply proves receipt. Save every interaction. These emails become your evidence in a non-receipt dispute.
Verify addresses at checkout Use USPS Address Verification or a similar service to catch errors before shipping. When shipping and billing addresses differ, send a confirmation email asking the customer to verify the alternate address before fulfillment. Save that confirmation.
Use separate transactions for separate shipments Visa requires customers who file 13.1 chargebacks on three or more transactions with the same merchant to provide a written statement explaining why they continue to buy from a merchant that allegedly does not deliver. This is a major friction point that deters serial non-receipt claims. Processing individual items or shipments as separate transactions (rather than one bundled order) means a multi-item dispute reaches this threshold faster — triggering a built-in Visa protection that most merchants never activate.
About This Guide

This playbook is updated at least twice annually to reflect changes in Visa's dispute rules and issuer practices. Document Version: 2026.1 · Last Updated: March 2026 · Covers: Visa 13.1 / Merchandise & Services Not Received

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