Visa 13.7: Cancelled Merchandise or Services

What this code means

The cardholder cancelled before receiving goods or services and disputes the charge that remained.

It is common in travel, events, and made-to-order goods, where cancellation terms are stricter and more likely to be contested.

Evidence commonly relevant

• Cancellation terms as accepted at purchaseIncluding any non-refundable element and how it was presented at checkout.
• Proof the terms were displayedA checkout screenshot or a record of the tick-box acceptance carries more weight than the policy page alone.
• The cancellation request and your responseTimestamps establishing whether the cancellation fell inside or outside the window.
• Evidence the service was supplied or held openFor example a reserved seat, an allocated slot, or work already commenced.

Where these cases commonly fall down

• Non-refundable terms buried in a linked policy rather than shown at the point of sale.
• No record of the cardholder accepting the terms, only that the terms existed.
• Cancellations inside a statutory cooling-off period, where local consumer law may override your terms.
• Partial performance, where you delivered some of the service and it is unclear what proportion of the charge is defensible.

Response considerations

• Show that the terms were visible and accepted, not just that they were published somewhere.
• Where consumer law provides a cancellation right, that right generally sits above your own policy. Check before contesting.
• If work had genuinely commenced, evidence of that work is often more persuasive than the terms themselves.

How ChargebackDossier handles this code

Selecting Visa 13.7 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.