Reason code

Visa reason code 13.7 is issued when a cardholder disputes a charge for merchandise or services that they claim were canceled. This includes situations where the customer believes they properly canceled an order, subscription, or booking, but was still charged or not refunded as expected.

Disputes under this code often arise due to unclear cancellation policies, missed deadlines, or system errors that prevent the cancellation from being processed. If the merchant can show that the cardholder did not follow the proper cancellation terms or that a refund was issued, they may be able to successfully fight the chargeback.

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If the cancellation was not valid or a refund was already processed, provide documentation to support your position:

• Submit the cancellation policy shown at the time of purchase and proof the cardholder was outside the allowed window

• Include confirmation of any refund issued, including transaction ID and date

Avoid these disputes with clear cancellation policies and timely follow-through:

• Make policies visible at checkout and confirm them in writing via email

• Process cancellations and refunds quickly and confirm with the customer in writing