Visa 13.1: Merchandise or Services Not Received

What this code means

This code is raised when a cardholder accepts that they made the purchase but states the goods or services never reached them. It is a consumer dispute rather than a fraud claim, so the cardholder's identity is usually not in question.

It is also raised where goods arrived after the expected delivery date and the cardholder had already cancelled, or where a service was booked for a date that passed without the service being provided.

Evidence commonly relevant

• Proof of delivery with a signatureThe single most load-bearing document. A carrier record showing the consignment was signed for, ideally at the address held by the issuer.
• Carrier tracking historyThe full scan history rather than the summary screen, so the chain from collection to delivery is visible with no unexplained gaps.
• Order confirmation showing the billing addressThis is what ties the delivery address to the address the issuer holds. Merchants frequently attach delivery proof and forget this, leaving the link unproven.
• Customer communication after the delivery dateA message in which the cardholder acknowledges receipt, asks about the item, or raises an unrelated question, is strong contemporaneous evidence.
• Terms covering delivery timescalesRelevant where the dispute is about lateness rather than non-arrival.

Where these cases commonly fall down

• Delivery proof that shows a city or postcode but not the full address. An issuer cannot match a partial address to the cardholder's record.
• A tracking summary screenshot rather than the carrier's own record. Screenshots of your own admin panel carry less weight than the carrier's document.
• Delivery to a freight forwarder, a locker, or a neighbour, where the cardholder can argue they never took possession.
• No signature captured, which is common for low-value consignments and leaves the response resting on the scan alone.

Response considerations

• Lead with the delivery evidence rather than a narrative. The reviewer is looking for a specific fact and will not read three paragraphs to find it.
• Reference each attachment by filename in the response letter and state what it proves, so the reviewer does not have to infer the connection.
• If the goods were delivered late and the cardholder had cancelled, the dispute is usually about the cancellation, not the delivery, and the evidence should follow that.

How ChargebackDossier handles this code

Selecting Visa 13.1 on a case loads the response strategy and the evidence types associated with it, and sets a response deadline from the representment window. As you upload documents they are filed into the twelve evidence categories the dossier is indexed by, and the case strength score reports which of the expected evidence types are still missing for this specific code.

When the file is ready, the case review reads what you have actually uploaded and writes back the gaps, and the response letter is drafted around those exhibits by name. Both export as PDFs alongside the indexed evidence dossier.