Reason code

Visa reason code 13.1 is used when a cardholder claims they did not receive the merchandise or services they paid for. This can apply to physical goods that were lost, delayed, or never shipped, as well as services that were not provided or canceled without fulfillment.

These disputes often arise from delivery issues, inventory errors, or miscommunication with the customer. Even when the merchant intended to fulfill the order, the cardholder has the right to dispute the charge if nothing was delivered and no resolution was provided.

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If the merchandise or services were delivered as agreed, provide documentation to confirm fulfillment:

• Submit shipping records with tracking and delivery confirmation, or service logs with usage evidence
  
  
• Include signed receipts, customer communications, or appointment records if applicable

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Avoid “not received” disputes by confirming delivery and communicating clearly:

• Provide tracking numbers, delivery dates, and status updates to the customer
  
  
• Document service delivery and collect digital or physical proof of completion

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