Visa 13.1: Merchandise / Services Not Received
Issuer filing window
120 days from expected delivery / service date (up to 540 days)
Merchant response window
30 days
Cardholder claims they paid but never received the goods or services. Most common dispute in e-commerce, especially with long delivery windows.
Playbook note: The most defensible cardholder-dispute code if the merchant has delivery proof. Without proof, defense is nearly impossible.
Compelling evidence for 13.1
- Tracking number and delivery confirmation
- Recipient signature where required
- Login / access logs for digital products
- Service-completion records (e.g., SaaS usage, course progress)
- Communication confirming delivery
Visa 13.1 questions.
How long do I have to respond to a Visa 13.1 chargeback?
30 days from notification. Missing the response window normally forfeits the dispute, whatever the merits of your case.
How long can the issuer wait before filing 13.1?
The issuer filing window for 13.1 is 120 days from expected delivery / service date (up to 540 days).
How hard is 13.1 to defend?
Defense difficulty for this code is rated Strong in our catalogue. The most defensible cardholder-dispute code if the merchant has delivery proof. Without proof, defense is nearly impossible.