Merchandise / Services Not Received

Cardholder claims they paid but never got what they bought.

Merchant win-rate

71%

Median $ won

$89

Network

Visa

What it means

Visa code 13.1 fires when a customer says the goods or service never arrived, was never delivered to the agreed location, or was provided after the cardholder canceled. This is the second most common chargeback type for e-commerce. Win rate is unusually high — if you have proof of delivery, you typically win.

Required evidence

What you need to win

▸Tracking number with proof of delivery (signature ideal, otherwise carrier confirmation)
▸Delivery address matching the billing or AVS-confirmed shipping address
▸Order confirmation email with delivery date
▸Communication log showing the customer never claimed non-receipt to you first

Playbook

How to actually do it

01. Pull the carrier tracking page as a PDF — not just the number, the visual proof.
02. If signature was required, attach the signed POD scan from the carrier.
03. Show the customer's delivery address and confirm it matches AVS.
04. Include any post-delivery contact (review, support ticket, reorder) — proves they got it.

Common mistakes

Don't do this

✗Submitting just a tracking number with no carrier branding or screenshot.
✗Ignoring address mismatches without explaining them.
✗Not refuting customer claims that the package was 'left at the door and stolen' — porch piracy is the issuer's #1 reason to side with the customer.

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Adjacent codes

You'll see these too

Visa · 10.4

Fraud — Card-Absent Environment

Visa · 13.2

Canceled Recurring Transaction

Visa · 13.3

Not as Described or Defective