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Network

Visa

Code

13.1

Response window

30 calendar days

Win difficulty

Medium

Dispute type

Consumer Dispute

Visa 13.1 — Goods / Services Not Received: What It Is and How to Respond

The cardholder is claiming they paid for goods or services but never received them — or didn't receive them by the agreed delivery date. Unlike fraud chargebacks, the cardholder is NOT denying they made the purchase. They're saying you didn't deliver what was paid for. This distinction is important: it means the dispute is about fulfilment, not identity.

Visa 13.1 is one of the most winnable dispute types for merchants who have proper shipping documentation. If you can prove the goods were delivered — or prove the delivery date hasn't passed yet — the dispute should be decided in your favour. But it's also one of the most avoidable: most 13.1 disputes happen when merchants charge before shipping, fail to send tracking updates, or deliver to the wrong address without noticing.

Common reasons you received this dispute

  1. 1The package was lost in transit and you didn't proactively replace it or reach out to the customer
  2. 2You charged the customer before the order shipped
  3. 3The carrier delivered to the wrong address or left a package that was then stolen
  4. 4The customer cancelled the order before you shipped, but you shipped anyway
  5. 5Digital goods or services weren't delivered or access wasn't granted correctly
  6. 6Carrier tracking shows "Delivered" but the customer claims they never received it (porch piracy or mis-delivery)

Can you win this dispute?

Fight this dispute if...

  • ✓You have carrier tracking showing confirmed delivery with timestamp and exact delivery address
  • ✓Digital goods: you have server logs or login records showing the customer accessed or downloaded the product
  • ✓The projected delivery date hasn't yet passed — the goods are still in transit (provide the expected delivery date and tracking information)
  • ✓The customer cancelled after the shipment was already in transit and you can prove the dispatch date predates the cancellation request
  • ✓You can demonstrate the customer attempted to return the goods but you've already processed the claim through another channel

Accept this chargeback if...

  • ✗The package was genuinely lost and you haven't issued a replacement or refund
  • ✗You charged the customer before the order was dispatched and it was never sent
  • ✗You have no tracking information for the shipment at all
  • ✗Digital goods were not actually delivered or the access link was broken

Evidence checklist

  1. ✅ Required

    Shipping carrier tracking showing "Delivered": Full carrier tracking showing delivery status, date, time, and the destination postal address. This is your primary evidence — without it, this dispute is very difficult to win.

  2. ✅ Required

    Original order confirmation with agreed delivery date: If you stated an expected delivery date at checkout or in the confirmation email, include it. Visa cannot file a 13.1 dispute until at least 15 days after the transaction date, so proving the delivery date matters.

  3. ✅ Required

    Proof of shipment: Your shipping label, carrier receipt, or the dispatch email showing the date the item was handed to the carrier.

  4. ⭐ Strongly recommended

    Signature confirmation from the carrier: For high-value orders, signature-on-delivery provides definitive proof of physical receipt. If you don't currently require signatures on high-value orders, start.

  5. ⭐ Strongly recommended

    Customer communication about the order: Any emails, chat logs, or support tickets about the order and shipping. If the customer contacted you about a delivery issue before filing the dispute, include the full exchange.

  6. ○ If available

    Photo proof of delivery: Many carriers (especially for last-mile services like USPS, FedEx, UPS) now photograph the delivery location. Request this from the carrier if available.

  7. ○ If available

    Proof that digital goods were accessed: Login timestamps, download logs, activation records, or API access logs showing the customer used the product.

How to write your response

Open by confirming the dispatch date and delivery date, then reference the specific evidence attached. Don't bury the critical facts — put the delivery confirmation front and centre in your opening sentence, then work through each exhibit methodically.

For physical goods, your opening should state: "This order was dispatched on [date] and confirmed delivered by [carrier] on [date] to [address]. We have attached the carrier tracking record showing this delivery as Exhibit A." For digital goods, adapt to: "Access to the purchased [product] was granted on [date] at [time]. Our server logs show the customer's account [email] first accessed the content at [timestamp]. We have attached the full access log as Exhibit A."

What NOT to write: don't state that the customer "must" have received it — let the carrier documentation speak for itself. Don't include irrelevant general policies. Every sentence in your response should either present evidence or explain what that evidence proves. Reviewers are evaluating documentation, not assertions.

"We are writing to dispute chargeback [reference] filed under Visa reason code 13.1. The order was dispatched on [date] via [carrier] with tracking number [XX]. Carrier tracking confirms delivery on [date] at [time] to [address]. We have attached the full carrier tracking record (Exhibit A), the original order confirmation with dispatch date (Exhibit B), and the customer's order confirmation email (Exhibit C). The goods were delivered within the timeframe communicated at checkout."

Key deadlines

Standard response window: 30 calendar days from the notification date.

Visa's waiting period rule: Visa cannot file a 13.1 dispute until at least 15 calendar days after the original transaction date. If the dispute arrives sooner than expected, check whether this rule was violated.

Late delivery rule: if goods arrive after the expected date, the cardholder must wait 10 days from the expected delivery date before disputing. If they dispute too early, note this in your response.

Missing the 30-day deadline means an automatic loss regardless of your evidence. Treat every 13.1 dispute as urgent from the moment you receive the notification.

How to prevent this chargeback

  1. 1

    Don't charge until you ship: The most common trigger for 13.1 is charging the customer before the order is fulfilled. Configure your payment processor to capture payment at dispatch, not at checkout.

  2. 2

    Send proactive shipping emails with tracking: An email the moment an order ships — with the tracking number and carrier link — gives the customer visibility and cuts inbound "where is my order?" queries that sometimes turn into disputes.

  3. 3

    Use signature confirmation for high-value orders: For orders above $150–200, require a carrier signature. The incremental cost (typically $3–5) is far less than the average chargeback fee plus lost merchandise.

  4. 4

    For digital goods: send delivery receipts and log access: Confirmation of delivery (with a timestamp the customer received) and server-side logs showing access protect you against false 13.1 claims on digital products.

  5. 5

    Monitor carrier exceptions actively: Lost or delayed packages don't need to become chargebacks. If your carrier marks a shipment as "exception" or "delayed," contact the customer before they contact their bank. Proactive communication defuses most 13.1 situations.

Frequently asked questions

What is a Visa 13.1 chargeback?

Visa 13.1 is filed when a cardholder claims they paid for goods or services but didn't receive them. The customer is not denying they made the purchase — they're claiming you didn't deliver. It covers physical goods, digital products, and services.

Can I win a Visa 13.1 dispute if the carrier says delivered but the customer claims they didn't receive it?

Yes, in most cases. Carrier tracking showing a confirmed delivery with timestamp and address is usually sufficient evidence to win. The cardholder would need to provide evidence that the delivery address was wrong or that a carrier error occurred. Signature confirmation makes your case even stronger.

Can I fight a Visa 13.1 dispute if my goods are still in transit?

Yes. If the agreed delivery date hasn't passed yet and the goods are still in transit, you can respond with the tracking number and estimated delivery date, and request that the dispute be suspended until the delivery window passes. Visa's rules state the dispute cannot be filed until at least 15 days after the transaction.

How long do I have to respond to a Visa 13.1 chargeback?

30 calendar days from the date the chargeback notification was issued. This is a hard deadline — if you miss it, the dispute is automatically decided against you regardless of the quality of your evidence.

Related reason codes

Visa 13.3

Not as Described or Defective

MC 4853

Goods or Services Not Provided

Amex C08

Goods / Services Not Received

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