Visa Reason Code 13.5 — Misrepresentation
What the cardholder's bank is claiming: Merchandise or services were misrepresented by the merchant.
What a 13.5 chargeback means
This is a consumer-dispute claim: the cardholder acknowledges the purchase but says the merchant side failed — goods not received, not as described, a cancelled service still billed, or a promised credit never issued. This family is where well-documented merchants win most often.
What your response must prove
Prove you delivered what was promised — or that the cardholder's own actions (usage after cancellation, missed return terms) defeat the claim.
Evidence to gather
- Carrier tracking showing delivered status to the address from the order
- Proof of delivery with signature, where available
- The product listing or service description as the customer saw it at purchase
- Customer-service correspondence, especially offers of remedy or silence from the customer
- Your return/cancellation policy and evidence it was presented at checkout
- Usage, access, or download logs after the alleged cancellation or non-receipt
How to respond
- Confirm the claim actually fits the facts — if your records show the cardholder is right, a prompt refund beats a lost dispute plus a fee.
- Assemble the evidence above and write a four-part rebuttal: case summary, merchant position, numbered evidence, conclusion. Our step-by-step guide includes a free template, and Shopify merchants should see the Shopify-specific walkthrough.
- Submit through your processor before the deadline. Visa allows 30 days, but your processor's cutoff is usually several days earlier — the date in your dashboard is the real one.
Can you win?
Often — this is the family most responsive to a well-organized response. Issuers side with documented delivery, honest listings, and clearly presented policies far more than merchants expect.
Visa 13.5 is built into Chargeback Shield. Pick the code, enter your case details, and get a structured response draft in minutes — your first draft is free.