Visa 13.3 - Not as Described / Defective
- The customer got the item. They're saying it isn't what you sold, or it showed up broken
- Visa expects them to contact you first. If they never did, lead with that
- Your listing on the day of the sale is the evidence. Photos, specs, return policy
- The window is 120 days. You get 30 days (see your notice) to answer
Got this code?
Your deadline: The date on your notice wins. Visa's standard response window is 30 days, and your processor can set an earlier one.
The claim: Your customer received the order and says it's wrong or broken. That's a 13.3.
Records that answer it:
- Your listing on the day of the sale, compared with what shipped
- Any earlier contact from the customer about the problem
- Your photos of the shipped item
Next: Decide whether it's worth fighting, then fill in the response outline for this claim and follow the Representment Workflow.
When This Code Applies
- Product doesn't match the description
- Wrong item shipped
- Merchandise arrived defective
- Service fell short of what you promised
- Features or components missing
- Counterfeit goods received
Conditions for Valid Dispute
The cardholder has to have received the goods, and to say what's wrong with them. They're also expected to try you first.
Returns matter. If the item was returnable and they kept it, that's a hole in their case.
Time Frames
| Scenario | Dispute Window |
|---|---|
| Standard | 120 days from transaction |
| From delivery | 120 days from delivery date |
Representment Options
1. Product Matched Description
Evidence required:
- Product listing and description at time of sale
- Photos of the actual item
- Specifications comparison
- Proof nothing was defective
2. Cardholder Never Returned It
Evidence required:
- Return policy, clearly stated
- Return instructions you sent
- Proof they kept the merchandise
- No return receipt
3. Refund Already Issued
Evidence required:
- Refund confirmation
- Transaction showing the credit
- Settlement records
- Customer acknowledgment
4. Issue Resolved
Evidence required:
- Replacement sent
- Repair completed
- Credit issued
- Customer confirmed the fix
5. As-Is or Final Sale
Evidence required:
- Clear disclosure of condition
- No warranty terms
- Cardholder acknowledgment
- Policy shown in the checkout flow
Which defenses hold up
| Defense Type | What the evidence needs to show |
|---|---|
| Product matches (with photos) | Photos show the shipped item matched the listing |
| No return attempted | Return instructions and records show the customer kept it |
| Refund already issued | Credit and settlement records show the refund |
| Description was accurate | Keep the listing shown at the time of sale |
| No evidence | No records to support the defense |
Track your own win rate by reason code.
Where This Breaks
Most 13.3 losses trace back to the listing, not the dispute.
Thin photos are the big one. Show three angles when the buyer expected six and you'll lose. Wrong dimensions count too. So does a color that reads differently on a screen.
The rest is process. A hard return policy sends people straight to their bank. So does ignoring the first complaint email.
Photograph what you ship, before you ship it. That habit wins more 13.3 cases than anything else here.
For Digital Goods
There's no package to return, so the argument shifts to use. Access logs, download records and login timestamps show they got what they paid for. Your terms of service help too, if they clicked to accept.
Trials prevent more of these than any refund policy. People who tried it first don't dispute it.
Related Codes
- 13.1 - Not Received
- 13.2 - Cancelled Recurring
- 13.4 - Counterfeit Merchandise
- 13.5 - Misrepresentation
Next Steps
Prevent the next one:
- Shoot more photos than you think you need
- Photo-document every item before it ships