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Visa 13.1 - Merchandise/Services Not Received

Overview​

Used when the cardholder paid for merchandise or services that were never received.

When This Code Applies​

  • Physical goods never delivered
  • Digital goods not accessible
  • Services not performed
  • Order cancelled but not refunded
  • Merchant went out of business before delivery

Cardholder Requirements​

Before filing, cardholder must:

  1. Wait for expected delivery date - Can't file too early
  2. Attempt to contact merchant - Good faith effort
  3. Allow reasonable time - For delayed delivery
  4. Not receive the goods/services - Or substantial portion

Time Frames​

ScenarioDispute Window
Physical goods120 days from expected delivery date
Services120 days from expected service date
Digital goods120 days from transaction date
Cancelled order120 days from cancellation

Calculating Expected Delivery​

  • Merchant-stated delivery date, OR
  • Reasonable shipping time if not stated, OR
  • 15 days from transaction if no information

Representment Options​

1. Goods/Services Were Delivered​

Requirements:

  • Proof merchandise was delivered
  • Proof services were rendered
  • Delivery to correct address

Evidence:

  • Signed delivery confirmation
  • Carrier tracking showing delivered
  • Proof of service completion
  • Customer signature on work order

2. Delivery Confirmation​

For physical goods:

  • Tracking number with delivery status
  • Signature confirmation (if obtained)
  • Photo proof of delivery
  • GPS coordinates of delivery

For digital goods:

  • Download logs
  • Access timestamps
  • Email delivery confirmation
  • Account usage after purchase

3. Refund Was Issued​

When merchant already provided credit:

  • Refund transaction details
  • Date refund processed
  • Refund confirmation email

4. Cardholder Picked Up Goods​

For in-store pickup:

  • Signed pickup receipt
  • ID verification records
  • Store security footage (if available)
  • Pickup confirmation email

5. Services Were Rendered​

For service businesses:

  • Service completion documentation
  • Work orders signed by customer
  • Before/after photos
  • Appointment records with outcomes

Required Documentation​

For Delivery Claims​

Evidence TypeStrength
Signed delivery + correct addressStrong
Tracking delivered + correct addressMedium-Strong
Tracking delivered + different addressWeak
No trackingVery Weak

For Service Claims​

Evidence TypeStrength
Signed service completionStrong
Work order + photosMedium-Strong
Appointment record onlyWeak
No documentationVery Weak

Representment Time Frames​

StageWindow
Response to chargeback30 days
Pre-arbitration30 days
Arbitration45 days

Prevention Strategies​

Shipping Best Practices​

  1. Always use tracking - Every shipment
  2. Require signature - For high-value orders
  3. Ship to verified address - AVS match preferred
  4. Send shipping notifications - With tracking links
  5. Insure valuable items - Carrier liability

Delivery Confirmation​

  1. Photo proof - Where carrier supports
  2. GPS confirmation - Delivery location
  3. Recipient name - Who signed
  4. Date/time stamps - When delivered

For Digital Goods​

  1. Instant delivery - Reduce wait time
  2. Download logging - IP, timestamp, device
  3. Access confirmation - Email with details
  4. Multiple delivery methods - Email + account

For Services​

  1. Completion documentation - Always get signature
  2. Before/after evidence - Photos, videos
  3. Appointment confirmations - Written records
  4. Follow-up communication - "How did we do?"

Win Rate Expectations​

Evidence TypeExpected Win Rate
Signed delivery + AVS match70-85%
Tracking delivered only50-65%
Digital access logs55-70%
Service completion signed65-80%
No delivery proofUnder 20%

Common Mistakes​

  1. No tracking - Can't prove delivery without it
  2. Wrong address - Shipped to different address
  3. Missing signature - High value without confirmation
  4. Late response - Missing 30-day window
  5. Insufficient logs - Digital goods with no access proof

Partial Delivery​

When only some items delivered:

  • Document what was delivered
  • Provide tracking for delivered items
  • Explain missing items (backorder, etc.)
  • Offer partial refund if appropriate
  • 13.3 - Not as Described
  • 13.7 - Cancelled Merchandise

Next Steps​

Got this chargeback?

  1. Pull tracking info → Was it delivered? Get carrier confirmation
  2. Check signature → Do you have signed proof of delivery?
  3. Gather evidence → Representment Workflow
  4. Respond within 30 days

Prevent future 13.1 chargebacks:

  1. Always use tracking on shipments
  2. Require signature for orders over $100
  3. Send proactive shipping updates with tracking links
  4. Set up dispute alerts to catch early

See Also​