Visa · 13.1Consumer61% industry win rate
Merchandise/Services Not Received
Cardholder claims goods or services were never delivered.
Required evidence
- Tracking number + carrier delivery confirmation
- Timestamped access/download logs for digital goods
- Correspondence proving delivery notification
- Refund policy acceptance at checkout
Playbook
Delivery proof is decisive. For digital goods, submit access timestamps + IP matching the purchaser. Always include the T&Cs the customer accepted.
Amavest auto-bundles this
When a dispute hits your Stripe account with code 13.1, Amavest pulls the evidence above, drafts the response, and submits it before the deadline.
Related consumer codes
Frequently asked questions
- What does Visa chargeback reason code 13.1 mean?
- Cardholder claims goods or services were never delivered.
- What is the win rate for Visa 13.1 disputes?
- Industry-observed representment win rate for Visa 13.1 (Merchandise/Services Not Received) averages around 61% when the correct evidence is submitted within the network's response window.
- What evidence is required to fight a Visa 13.1 chargeback?
- To dispute Visa 13.1, acquirers typically require: Tracking number + carrier delivery confirmation; Timestamped access/download logs for digital goods; Correspondence proving delivery notification; Refund policy acceptance at checkout.
- How should a merchant respond to a Visa 13.1 dispute?
- Delivery proof is decisive. For digital goods, submit access timestamps + IP matching the purchaser. Always include the T&Cs the customer accepted.