VisaConsumer Dispute
Visa Reason Code 13.1
Merchandise / Services Not Received
What the cardholder claims
"I never received the item or service."
Win rate
70-85%
With proper evidence
Response deadline
120 days
From dispute filing
Required evidence (in priority order)
- 1
shipping_documentation - 2
shipping_tracking_number - 3
shipping_carrier - 4
shipping_address - 5
shipping_date
Response strategy
Delivery confirmation with matching address is decisive. For orders over $750, signature confirmation is required. Start with tracking proof, then supporting docs.
Stripe category
product_not_receivedStripe maps this network-level code to this simplified category.
Responding to this chargeback?
Rebutto packages these exact evidence fields into the format Stripe requires. First dispute free on the Shopify App, or $9.99 on the web tool.