How long do I have to respond to a 13.8 chargeback?

Visa allows 30 days from the chargeback date, but your payment processor's own deadline is usually several days earlier — treat the date in your processor dashboard as the real one.

Reason codes › Visa

Visa Reason Code 13.8 — Original Credit Transaction Not Accepted

Q: What is Visa chargeback reason code 13.8?

Visa reason code 13.8 (Original Credit Transaction Not Accepted) means: Cardholder did not receive or accept an original credit transaction. It belongs to the consumer-dispute family of disputes.

Updated August 28, 2026 · consumer-dispute dispute

What the cardholder's bank is claiming: Cardholder did not receive or accept an original credit transaction.

What a 13.8 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 13.8 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.