Skip to main content

Visa 13.3 - Not as Described / Defective

Cardholder claims merchandise or services did not match the description or were defective.

Overview​

Quality disputes occur when what was delivered differs significantly from what was advertised, promised, or reasonably expected. This includes defects, wrong items, and misrepresentation.

When This Code Applies​

  • Product doesn't match description
  • Wrong item sent
  • Defective merchandise
  • Service quality below promised
  • Missing features or components
  • Counterfeit goods received

Conditions for Valid Dispute​

Cardholder Must​

  1. Attempt to resolve with merchant first
  2. Return merchandise (if applicable)
  3. File within timeframe
  4. Describe the discrepancy

Transaction Requirements​

  • Merchandise or service was received
  • Does not match description or expectations
  • Attempts to resolve with merchant failed

Time Frames​

ScenarioDispute Window
Standard120 days from transaction
From delivery120 days from delivery date

Representment Options​

1. Product Matched Description​

Evidence required:

  • Product listing/description at time of sale
  • Photos of actual product
  • Specifications comparison
  • No defects present

2. Cardholder Did Not Return​

Evidence required:

  • Return policy clearly stated
  • Return instructions provided
  • Cardholder kept merchandise
  • No return receipt

3. Refund Already Issued​

Evidence required:

  • Refund confirmation
  • Transaction showing credit
  • Settlement records
  • Customer acknowledgment

4. Issue Resolved​

Evidence required:

  • Replacement sent
  • Repair completed
  • Credit issued
  • Customer confirmation of resolution

5. As-Is or Final Sale​

Evidence required:

  • Clear disclosure of condition
  • No warranty terms
  • Cardholder acknowledgment
  • Policy in checkout flow

Prevention Strategies​

Product Listings​

  1. Accurate descriptions - Match reality exactly
  2. Multiple photos - Show all angles, details
  3. Specifications list - Dimensions, materials, features
  4. Customer reviews visible - Set expectations
  5. Video demos - Show product in use

Quality Control​

  1. Pre-ship inspection - Catch defects before shipping
  2. Packaging - Prevent damage in transit
  3. Photos before shipping - Document condition
  4. Serial number tracking - Verify correct item

Customer Communication​

  1. Confirmation email - List exactly what was ordered
  2. Shipping updates - Track delivery
  3. Follow-up - Check satisfaction
  4. Easy returns - Make it simple

Return Policy​

  1. Clear policy - Visible before purchase
  2. Reasonable window - Typical 30 days
  3. Process documentation - How to return
  4. Prepaid labels - If offering free returns

Win Rate Expectations​

Defense TypeExpected Win Rate
Product matches (with photos)60-75%
No return attempted50-70%
Refund already issued85-95%
Description was accurate55-70%
No evidenceUnder 25%

Common Mistakes​

  1. Poor product photos - Customer expected something else
  2. Inaccurate specs - Wrong dimensions, colors
  3. No return process - Cardholder can't return
  4. Ignoring complaints - Should have resolved
  5. Missing packaging - Damage in transit

For Digital Goods/Services​

Digital-Specific Defenses​

  1. Access logs - Cardholder used the product
  2. Download records - File was received
  3. Feature comparison - Matches listing
  4. Terms of service - Cardholder agreed to terms

Digital Prevention​

  1. Trial periods - Try before buy
  2. Demos - Show functionality
  3. Screenshots - Accurate representations
  4. Refund policy - Clear for digital
  • 13.1 - Not Received
  • 13.2 - Cancelled Recurring
  • 13.4 - Counterfeit Merchandise
  • 13.5 - Misrepresentation

Next Steps​

Got this chargeback?

  1. Compare product listing to what was shipped → Does it match?
  2. Check for prior communication → Did customer complain first?
  3. Pull photos/documentation of shipped item
  4. Respond within 30 days → Representment Workflow

Prevent future 13.3 chargebacks:

  1. Use accurate, detailed product descriptions
  2. Include multiple high-quality photos
  3. Make returns easy before customers dispute
  4. Photo-document items before shipping

See Also​