Reason code

Visa reason code 13.4 is used when a cardholder claims the merchandise they received was counterfeit or inauthentic. This dispute typically arises when customers believe they were misled into purchasing branded or original goods that turned out to be fake or unauthorized replicas.

These cases often involve luxury items, electronics, or designer products. Even if the transaction was completed and the product delivered, merchants can still face chargebacks if they fail to prove the authenticity of the goods sold.

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If the merchandise is authentic, provide documentation proving its legitimacy and origin:

• Submit invoices, certificates of authenticity, or manufacturer-supplied documentation
  
  
• Include detailed product photos and written proof from suppliers or authorized distributors
  
  

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Avoid counterfeit-related disputes by sourcing and verifying all inventory from reputable sources:

• Only sell products you can verify as genuine, and retain supplier documentation
  
  
• Be transparent in product descriptions—avoid any misleading references to brands or trademarks
  
  

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