Why it happens
- The customer cancelled an order or booking and was charged anyway.
- The cancellation policy was not shown or not followed.
Visa13.7Customer dispute
Cancelled Merchandise/Services
The cardholder says they cancelled an order or a service, or returned goods, and was still charged or did not get the refund they expected. It covers one-off purchases, while subscriptions usually fall under 13.2.
What to send to fight it
- The cancellation policy the customer accepted at purchase.
- Proof the cancellation came after the deadline in that policy.
- Proof the customer used the service or kept the goods.
- Proof a refund was already processed.
How to prevent it
- Show the cancellation policy at checkout and on the receipt.
- Confirm each cancellation in writing with any refund amount.
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
- 13.1Merchandise/Services Not Received
- 13.2Cancelled Recurring Transaction
- 13.3Not as Described or Defective Merchandise/Services
- 13.4Counterfeit Merchandise
- 13.5Misrepresentation
- 13.6Credit Not Processed
- 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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