Visa 13.3 chargeback (not as described or defective): what evidence wins
By Zevron · 3 min read · Updated
What a 13.3 dispute claims
Reason code 13.3 is Visa’s “not as described or defective merchandise or services” dispute. Unlike renewal and not-received disputes, it is about the quality or accuracy of the product, which makes it the hardest of the common families to win on records alone.
The bank’s question is whether the merchant tried to make it right. A customer who never contacted you, never asked for a return and went straight to the bank is the case you can win.
You get one submission on Shopify Payments and Stripe. If the customer did contact you and you refused a reasonable return, consider refunding instead.
The evidence that wins
| Evidence | Why it matters | Required |
|---|---|---|
| Listing as it read on the order date | Proves the product was described accurately at the time of sale. A page edited since then proves nothing. | Yes |
| Published refund and return policy | Proves the customer knew how to return or get a refund. | Yes |
| Support conversation | Shows the customer never asked for a return or refund, or that you offered one. | No, strongly helps |
| Carrier tracking | Shows the product was delivered intact to the right address. | No, helps |
The order to argue it in
- The product delivered matches the listing as it read on the order date.
- The refund and return policy was disclosed at checkout.
- The cardholder did not request a return or refund under that policy.
A response template
The product shipped, [product], matches the listing as it read on the order date [date] (Exhibit A: dated snapshot of the listing).
Our refund and return policy, which allows [terms], was published and linked at checkout (Exhibit B).
The cardholder did not contact us to request a return or refund for this order (Exhibit C) [or: when the cardholder contacted us on [date], we offered [remedy] (Exhibit C)].
The product was delivered on [date] (Exhibit D). We ask that the dispute be resolved in the merchant’s favor.13.3 versus 13.6 (credit not processed)
Visa 13.6 is a different claim: the customer was promised a refund or credit and didn’t get it. If you agreed to refund and the money hasn’t gone back, the bank will side with the cardholder and you should issue the refund. A 13.6 you can win is one where no refund was due under your policy, with the policy and the customer’s conversation as proof.
Mistakes that lose winnable 13.3 cases
- No dated snapshot of the listing, so you can’t prove what it said at the time.
- A policy that exists on your site but wasn’t visible at checkout.
- Ignoring a support request. A refused return the bank can see usually decides the case against you.
- Disputing a genuinely defective product. A refund costs less than a lost dispute.
The same dispute on other card networks
| Network | Code | Name |
|---|---|---|
| Visa | 13.3 | Not as described or defective |
| Mastercard | 4853 | Cardholder dispute |
| Visa | 13.6 | Credit not processed |
Stop getting 13.3 disputes
- Snapshot each listing at the time of every order, so the proof exists before the dispute.
- Show the refund and return policy at checkout and in the order confirmation email.
- Answer return requests quickly. A customer with a working return path doesn’t need the bank.
Questions
What is Visa reason code 13.3?
Not as described or defective merchandise or services. The cardholder claims what they received didn’t match the listing, or didn’t work.
How do I win a 13.3 chargeback?
Show a dated snapshot of the listing from the order date, your refund and return policy as disclosed at checkout, and that the customer never requested a return or refund.
What is the difference between 13.3 and 13.6?
13.3 is about the product not matching the listing. 13.6 is about a promised refund or credit that was never issued. If you promised it, pay it.
Should I fight a defective-product claim?
Usually not. If the product was genuinely defective, a refund costs less than a lost dispute, and the dispute still counts against your ratio.