Visa 13.3 — Not as Described or Defective Merchandise: What It Is and How to Respond

Visa 13.3 is a consumer dispute, not a fraud claim. The cardholder is not saying they didn't authorise the purchase — they're saying what arrived doesn't match what was described, or that it was defective. This distinction matters: because the customer admits they made the purchase, your defence centres on proving the product matched your published description, not on authentication or delivery evidence.

This is one of the more nuanced dispute types because "not as described" is inherently subjective. Merchants who win 13.3 disputes consistently have two things: a precise product description at the point of sale (screenshots, archived listings) and documented proof of what was actually shipped. Merchants who lose have either inaccurate descriptions or no record of what they sent.

Common reasons you received this dispute

1The product arrived in a condition visibly different from the photographs or description on your website
2You listed an item as new but shipped a used, refurbished, or opened item
3The product's specifications (size, colour, material, compatibility) didn't match the listing
4A digital product or service was materially different from the advertised features
5You fulfilled an order with a substitute item without the customer's prior consent
6The product arrived damaged and the customer disputes it as defective rather than a shipping issue

Can you win this dispute?

Fight this dispute if...

✓You have an archived screenshot or record of your product listing exactly as it appeared on the date of purchase, and it matches what you shipped
✓The customer's claim is demonstrably inaccurate — e.g., they claim "wrong colour" but your listing only offered one colour
✓The customer did not attempt to contact you for a return or resolution before filing the dispute, and your return policy was clearly communicated at checkout
✓You offered a remedy (refund, replacement, exchange) and the customer refused without returning the item
✓The customer has used or consumed the product — returning used goods after disputing is a red flag reviewers consider

Accept this chargeback if...

✗The product description on your website was inaccurate or misleading at the time of sale
✗You shipped a substitute item or a lower-specification version without customer consent
✗The item arrived genuinely defective and you haven't offered a remedy
✗You cannot produce the product listing or description that was live at the time of purchase

Evidence checklist

✅ Required
Product listing as it appeared at time of purchase: Screenshot or archived copy of the product page, showing the description, specifications, and images the customer saw before purchasing. Cached copies from the Wayback Machine are acceptable if your listing has changed since the sale.
✅ Required
Order confirmation and invoice: The specific item, SKU, variant, and any options (size, colour) the customer selected and confirmed at checkout.
✅ Required
Proof of what was shipped: Packing slip, warehouse dispatch record, or photo of the item packed — showing the exact product shipped matches the ordered specification.
⭐ Strongly recommended
Your return and refund policy: As it appeared at checkout and in the customer's order confirmation email. Shows the customer had a clear path to resolution before disputing.
⭐ Strongly recommended
Customer communication history: If the customer contacted you about the issue before filing the dispute, include the full exchange — especially if you offered a remedy. If they never contacted you, note this: the network requires customers to attempt resolution first.
⭐ Strongly recommended
Delivery confirmation: Carrier tracking showing the item was delivered. This addresses any secondary argument that the goods were also not received.
○ If available
Photos of the item before shipment: Some warehouses photograph packaged goods before dispatch, especially for high-value items. This is compelling proof of the item's condition at dispatch.
○ If available
Manufacturer specifications: For technical products, independent manufacturer documentation confirming the product's specifications match your listing.

How to write your response

Your primary task is to prove the product matched its description. Lead with: "The item described in this listing [attach Exhibit A] and the item we shipped [attach Exhibit B] are identical in all material respects."

Address the specific claim: if "wrong colour" — show the listing only had one colour option. If "not as described" — compare the description against the product specification. Be precise. A response that directly refutes the cardholder's specific claim is far stronger than a generic account of your fulfilment process.

If the customer didn't attempt to return the item: note this explicitly. Visa's dispute rules generally require cardholders to attempt to return defective or misdescribed goods before the dispute is valid. If they skipped this step, you have a procedural argument in addition to your substantive evidence.

"We are writing to dispute chargeback [reference] under Visa reason code 13.3. The product sold was accurately described on our website at the time of purchase. Exhibit A contains a screenshot of our product listing as it appeared on [purchase date], including the full specification and images. Exhibit B contains the order confirmation showing the customer selected [item/variant]. Exhibit C contains our dispatch record confirming the exact item listed in Exhibit A was shipped. The customer [did not contact us prior to filing this dispute / was offered a full refund on [date] and declined]. We respectfully request reversal of this chargeback."

Key deadlines

Response window: 30 calendar days from the notification date.

Customer obligation: under Visa rules, the cardholder should have attempted to return the merchandise or contacted the merchant before filing. If they didn't, note this in your response.

Important: Visa cannot file 13.3 until at least 15 days after the transaction date — if it arrived sooner, note the procedural defect in your response.

How to prevent this chargeback

1
Keep archived copies of every product listing you've ever published: Use a tool like the Wayback Machine, or manually screenshot your product pages monthly. When a 13.3 dispute arrives, you need to show the listing as it was on the day of purchase — not as it is today, which may have been updated.
2
Write precise product descriptions with no ambiguous language: "May vary slightly from images" is a 13.3 invitation. Be specific: exact dimensions, exact materials, exact compatibility. If colour representation on screen isn't accurate, say so explicitly and show multiple photos.
3
Never substitute items without explicit customer consent: If you're out of stock on an ordered item and ship a substitute, you've created a valid 13.3 dispute. Always contact the customer first. If they don't respond, cancel and refund rather than shipping something they didn't order.
4
Confirm returns before issuing refunds on disputed orders: If a customer contacts you about a misdescribed item, offer a refund conditional on return. This creates a documented remediation attempt, which strengthens your position if they dispute anyway after refusing the return process.
5
Include a detailed packing slip with every shipment: A packing slip showing the exact SKU, description, and variant shipped — matched against the order — is a clean exhibit for your evidence package if a dispute arrives later.

Frequently asked questions

What is a Visa 13.3 chargeback?

Visa 13.3 is filed when a cardholder claims the merchandise or service they received was significantly different from what was described, or was defective. Unlike fraud disputes, the cardholder admits they made the purchase — the dispute is about what was delivered, not who made the transaction.

What evidence wins a Visa 13.3 dispute?

The most important evidence for Visa 13.3 is: (1) an archived screenshot of your product listing exactly as it appeared on the date of purchase, showing what was advertised, (2) photos of the item as shipped compared to the listing, (3) manufacturer specs or quality certificates validating technical claims, and (4) customer service records showing either no pre-dispute contact or that you offered a remedy which the customer refused. If the customer continued using the item after filing, document that usage.

How do I write a response to Visa 13.3?

Your rebuttal letter should: (1) state clearly that the item matched the description, referencing your product listing by exhibit letter, (2) note if the customer failed to contact you before disputing — Visa rules require prior contact, (3) describe what evidence you are submitting and what each piece proves, and (4) request reversal of the chargeback. Keep it factual and concise — network reviewers process many disputes and respond best to clear, direct arguments.

How long do I have to respond to a Visa 13.3 chargeback?

30 calendar days from the notification date. As with all Visa chargebacks, this is a hard deadline — missing it results in an automatic loss regardless of your evidence. Most acquirers require your submission 3–5 days before the network deadline.

What are the most common mistakes merchants make on Visa 13.3 disputes?

The most common mistakes are: (1) not having an archived copy of the product listing at time of purchase — current listings can differ, (2) submitting delivery proof instead of description-matching evidence — this is a consumer dispute, not a delivery dispute, (3) sending documents without a rebuttal letter explaining what each proves, and (4) missing the 30-day deadline. Merchants who win 13.3 disputes consistently have precise product descriptions, archived listing screenshots, and a structured response letter.