Reason code

Visa reason code 13.5 is used when a cardholder claims that the merchant misrepresented the terms of the sale, the nature of the product or service, or other key details related to the transaction. This is different from a product simply being defective—it focuses on the idea that the customer was misled during the purchase process.

These disputes often arise from unclear or misleading marketing, omitted information, or verbal promises that weren’t backed up in writing. To successfully challenge the chargeback, merchants must provide clear evidence of what was communicated to the cardholder at the time of purchase.

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If there was no misrepresentation and the customer received exactly what was promised, provide documentation to support your case:

• Submit product listings, service descriptions, terms and conditions, or sales materials
  
  
• Include order confirmations, signed agreements, or communication showing the cardholder agreed to the stated terms
  
  

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Clarity and transparency are the best defenses against misrepresentation disputes:

• Use accurate, detailed product and service descriptions with no exaggeration
  
  
• Provide written terms and get acknowledgment before completing the sale

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