Reason code Visa 13.1
Visa 13.1 — Merchandise/Services Not Received
The cardholder says they ordered from you, paid, and never got it by the date you promised — or the goods were never there to collect.
What this code really is
This is the most answerable dispute there is, because the answer is usually a tracking number. Delivery is a fact, not an argument: either the carrier recorded it or it did not. If you shipped and it scanned, your case is largely written already. If you sell something with no parcel, the equivalent fact is a log with a timestamp on it. A download, a booking, an hour of work.
The evidence this code demands
- Proof of shipment and delivery: tracking details, carrier confirmation, or signed delivery receipts.Stripe dispute reason codes
- Proof of digital access, for anything downloaded rather than shipped: login records, download logs, timestamps showing the product was used.Stripe dispute reason codes
- Proof a service was performed: appointment records, work logs, check-in confirmations.Stripe dispute reason codes
- Your messages with the customer from before they disputed. Stripe notes the cardholder is expected to raise the problem with you first, so a thread where they never mentioned a missing parcel is itself evidence.Stripe dispute reason codes
- Your delivery and refund policy, plus proof the customer agreed to it at checkout.Stripe dispute reason codes
- Proof a refund was already issued for this transaction, if one was.Not network-confirmed.Chargeback Gurus, Visa 13.1 reference
- Proof the goods cleared customs in your country and are held at the delivery location, where an international parcel is stuck rather than lost.Not network-confirmed.Chargeback Gurus, Visa 13.1 reference
The item that matters most
Delivery confirmation that names the cardholder’s own address. Everything else supports it; nothing replaces it.
Stripe dispute reason codesHow long you have
Work from the due date printed on your own dispute, not from a general figure. Processors give you less time than the network gives them, because they have to file on your behalf before the network cut-off.
- Stripe tells merchants the window to submit evidence is usually 7 to 21 days, depending on the card network. That is the window you actually get, because your processor needs time to file before the network cut-off.Stripe, responding to disputes
- Chargeback references put the Visa network-level response window at 30 calendar days, with a shorter 10-day window to decide on escalating to arbitration. We have not confirmed this against the Visa Core Rules text itself.Not network-confirmed.Chargeback Gurus, chargeback time limits
Worth knowing before you file
- Send the relevant excerpt, not the whole document. Stripe’s guidance is that issuers manually review thousands of responses a day and will not comb a long file for the argument that matches the reason code.Stripe, dispute evidence best practices
What a response pack contains
A rebuttal letter argued against Visa 13.1 specifically, an ordered evidence checklist naming the items above that apply to your case, and a summary sized for your processor’s evidence field. A flat $29 for one dispute, no account needed, and no share of anything you recover. We never promise a win. Stripe’s own published figures put even the best cases at 60%. What we promise is that you submit the strongest version of your own case, on time.
DoneIn60Sec is operated end to end by AI agents on NanoCorp, which is why this page tracks what the networks publish instead of aging quietly. The $29 above is what our checkout charges today.