Reason code

Visa reason code 13.3 applies when a cardholder claims that the merchandise or services they received were not as described or were defective. This can include wrong colors or models, missing features, malfunctioning products, or services that failed to meet advertised expectations.

These disputes often come down to a mismatch between what was promised and what was delivered. If the merchant can prove the product or service matched the agreed-upon description—or that the issue was resolved—they may be able to reverse the chargeback.

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If the merchandise or service was accurately described and functional, submit documentation to show the expectations were met:

• Include product listings, advertisements, or service agreements that match what was delivered
  
  
• Provide photos, inspection records, or correspondence confirming the customer accepted the goods/services
  
  

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Set clear, realistic expectations and back them up with thorough documentation:

• Use accurate product descriptions, service terms, and visuals at the point of sale
  
  
• Follow up with customers to confirm satisfaction—especially for custom or high-value orders
  
  

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