Visa 13.3: Not as Described or Defective

What this code means

The cardholder accepts delivery but argues the item differs materially from its description, or that it was defective on arrival. Delivery proof does not answer this code.

The dispute is really about your product description at the moment of purchase, which is why an archived copy of the listing matters more here than anywhere else.

Evidence commonly relevant

• The listing as it appeared at the time of saleAn archived page, a dated screenshot, or a version history entry. Describing the listing is much weaker than showing it.
• Specification sheets and product photographyParticularly where the complaint is about a finish, a dimension, or a material.
• Quality control or dispatch recordsSerial numbers, inspection logs, or dispatch photographs that speak to the condition when it left you.
• Return and refund policy as displayed at checkoutRelevant where the cardholder did not attempt a return before disputing.
• Correspondence about the complaintAny attempt you made to resolve it, including a repair or replacement offer.

Where these cases commonly fall down

• Marketing copy that overstates the product. If the listing is ambiguous, that ambiguity tends to be read against the merchant.
• No archived version of the listing, leaving you unable to show what was actually promised.
• A returns policy that was not visible at checkout, which is hard to enforce after the fact.
• No record of the item's condition at dispatch, which makes a defect claim difficult to rebut.

Response considerations

• Deal with the specific claim rather than the general quality of the product. If the complaint is about colour, the response is about colour.
• If you offered a return or a replacement and it was declined, that is worth documenting clearly.
• This code rewards businesses with tight product descriptions and punishes vague ones, which is worth acting on before the next dispute rather than after.

How ChargebackDossier handles this code

Selecting Visa 13.3 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.