VisaConsumer Dispute
Visa Reason Code 13.3
Not as Described / Defective
What the cardholder claims
"The product/service was not as described or was defective."
Win rate
35-50%
With proper evidence
Response deadline
120 days
From dispute filing
Required evidence (in priority order)
- 1
product_description - 2
shipping_documentation - 3
customer_communication - 4
refund_policy - 5
refund_policy_disclosure
Response strategy
Show accurate product description at purchase time. Prove the customer never attempted return or resolution per policy. Screenshots of listing help.
Stripe category
product_unacceptableStripe 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.