Why it happens
- The order was lost or delayed in shipping.
- The customer could not access the software or account they paid for.
- The merchant stopped providing the service before the period ended.
Visa13.1Customer dispute
Merchandise/Services Not Received
The cardholder says they paid but never received the goods or the service, or did not get them by the agreed date.
What to send to fight it
- Proof of delivery, such as a tracking record with the delivery address.
- For digital products: login, download or usage logs after the purchase.
- Messages with the customer about the order.
- The terms showing the agreed delivery date or service period.
How to prevent it
- Send delivery and access confirmations by email.
- Tell customers about delays before they open a dispute.
- Make it easy to reach support from the receipt.
Summaries written by NoChurn from the networks’ public rules and processor documentation. Networks update their rules and deadlines depend on your processor: check its documentation before you respond.
Other Visa codes
- 10.1EMV Liability Shift Counterfeit Fraud
- 10.2EMV Liability Shift Non-Counterfeit Fraud
- 10.3Other Fraud – Card-Present Environment
- 10.4Other Fraud – Card-Absent Environment
- 10.5Visa Monitoring Programs
- 11.2Declined Authorization
- 11.3No Authorization/Late Presentment
- 12.2Incorrect Transaction Code
- 12.3Incorrect Currency
- 12.4Incorrect Account Number
- 12.5Incorrect Amount
- 12.6.1Duplicate Processing
- 12.6.2Paid by Other Means
- 12.7Invalid Data
- 13.2Cancelled Recurring Transaction
- 13.3Not as Described or Defective Merchandise/Services
- 13.4Counterfeit Merchandise
- 13.5Misrepresentation
- 13.6Credit Not Processed
- 13.7Cancelled Merchandise/Services
- 13.8Original Credit Transaction Not Accepted
- 13.9Non-Receipt of Cash or Load Transaction Value
Sources (3)
- Visa Core Rules and Visa Product and Service Rules (24 October 2026) · checked 2026-11-09
- Visa Dispute Management Guide for Merchants · checked 2026-11-09
- Visa, Evolution of Compelling Evidence: FAQs (October 2022) · checked 2026-11-09
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