VisaConsumer Dispute
Visa Reason Code 13.7
Cancelled Merchandise
What the cardholder claims
"Merchandise was cancelled but charge was not refunded."
Win rate
30-45%
With proper evidence
Response deadline
120 days
From dispute filing
Required evidence (in priority order)
- 1
cancellation_policy - 2
cancellation_rebuttal - 3
customer_communication
Response strategy
Show the cancellation policy (e.g., non-refundable after X) and that customer cancelled after the window.
Stripe category
generalStripe 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.