Visa reason code 13.1: Merchandise/Services Not Received
Quick answer: Visa reason code 13.1 means the cardholder says they paid for goods or services and never received them. On Shopify it usually shows as Product not received. You win by proving the order was delivered to the address given at checkout, with dates that come before the dispute. If you cannot prove delivery, refunding is usually cheaper than fighting.
Last reviewed 3 October 2026. Shopify's process and card network rules change, so check the due date on your own dispute.
What Visa 13.1 means
Reason code 13.1 sits in Visa's consumer dispute category. The customer's bank has recorded that the customer took part in the purchase but did not receive what they paid for by the date they expected it. That is different from a fraud dispute, where the customer says they never made the purchase at all.
The same claim has different codes on other networks:
| Network | Code | Name |
|---|---|---|
| Visa | 13.1 | Merchandise/Services Not Received |
| Mastercard | 4853 | Cardholder Dispute (not received is one named condition) |
| American Express | C08 | Goods/Services Not Received |
| Discover | RG | Non-Receipt of Goods or Services |
How it looks in Shopify
Shopify shows the reason in plain words: Product not received. The dispute page shows the amount, the chargeback fee and a due date. Shopify says a chargeback withdraws the disputed amount and the fee straight away, and that you usually have 7 to 21 days to respond. After you submit, the bank can take up to 75 days to decide. If you win, the amount comes back, and the fee may too, depending on your country.
If you use Shopify Payments, Shopify adds order information to your response automatically. What it cannot do is decide whether your delivery proof is strong enough, which is where most disputes are won or lost.
What the bank actually checks
The bank wants to see that the customer got what they paid for. In practice that comes down to four questions:
- Was it delivered? The carrier's status must say delivered, not in transit or out for delivery.
- Was it delivered to the right place? The delivery address should match the shipping address on the order.
- When was it delivered? The delivery date should be before the dispute was raised.
- Did you ship on time? If you promised delivery within a window, the dates should fit it.
A signature or a delivery photo helps a lot. Without one, the carrier scan and the address match carry the case.
A worked example
Your store sells candles. An order for £84.50 ships on 8 October with Royal Mail Tracked 48. The tracking shows Delivered on 11 October at 14:12 to the address on the order. On 3 November the customer's bank raises a 13.1 dispute.
- Shopify takes back £84.50 and the chargeback fee (£10 in the UK, per Shopify's help pages).
- You open the dispute, see the due date, and send: the order, the tracking number and carrier, the delivery scan with date and time, the delivery address, and a short factual letter.
- If the bank agrees, you get the £84.50 back and possibly the fee.
Your effort was about 30 minutes. If you value your time at £20 an hour, that is £10. Put your own numbers into the Should I Fight This Chargeback? calculator to see your break-even win chance.
Should you fight it or refund?
Use this simple order of checks:
| What the tracking shows | What to do |
|---|---|
| Delivered to the order address, before the dispute | Fight. This is your strongest position. |
| Delivered, but to a different address than the order | Weak. Explain why if you can, but expect to lose. |
| Delivered, but no carrier scan or the status is vague | Weak. Try the carrier for a proof of delivery before the deadline. |
| In transit or stuck | Wait or refund. You cannot prove delivery yet. |
| Lost, or returned to sender | Refund, and claim from the carrier if you have cover. |
| Digital product with proof of access | Fight with the download or access log. |
| Not shipped at all | Refund. Fix the order and tell the customer. |
Before refunding an order that already has an open dispute, check with Shopify how the two interact. The pages we reviewed do not explain it.
The evidence checklist
Send what you have, and leave out what you do not:
- Order number, date, items and amount
- Tracking number and carrier
- Delivery status, date and time, from the carrier
- Delivery address, shown next to the shipping address on the order
- Signature or delivery photo, if the carrier provides one
- Customer messages about delivery, if any
- Your shipping policy, if it was visible at checkout
Keep the letter short and factual. State what was ordered, when it shipped, when and where it was delivered, and ask the bank to reverse the dispute. Do not argue about the customer's honesty.
Common mistakes
- Sending a tracking number without the delivery status. The number alone proves nothing.
- Not checking the address. A delivery to a different address is the most common reason a "delivered" parcel still loses.
- Waiting until the last day. Carriers can take days to give you proof of delivery.
- Writing a long emotional letter. Reviewers read many of these. Short and factual wins.
- Fighting a lost parcel. If you cannot prove delivery, you will pay the fee and lose the sale.
How to cut down 13.1 disputes
- Send a tracking email at dispatch and one on delivery.
- Use signature or photo confirmation on higher-value orders.
- Check that the shipping address looks right before you dispatch.
- Reply quickly when a customer says a parcel has not arrived. Many disputes start as unanswered emails.
- Refund obvious losses early. It costs less than a lost dispute.
How ChargeFix handles it
ChargeFix reads the tracking number, carrier, delivery status and tracking events from the Shopify fulfilment, and puts the shipping and billing addresses side by side. If delivery is not confirmed, it says so plainly instead of writing a letter that claims it. It drafts the response using only facts found in your records, and you review it before anything is saved or filed. Install it free.
Frequently asked questions
What does Visa 13.1 mean? The cardholder says they did not receive the goods or services they paid for.
Is 13.1 the same as fraud? No. In a 13.1 the customer accepts they placed the order. In a fraud dispute such as Visa 10.4, they say they did not.
How long does the bank take to decide? Shopify says the card company's review can take up to 75 days after you submit.
What if the parcel was left with a neighbour or in a safe place? If the carrier recorded delivery to the order address, say so and include the scan and any photo. A signature is not required for a delivery to count, but it is stronger.
Can I fight a 13.1 for a digital product? Yes, with proof the customer accessed or downloaded it, such as an access log with dates.
Sources and review
- Shopify Help Centre, Overview of the chargeback and inquiry process: response window, decision time, fees and accepted evidence.
- Card network code names are from the networks' published reason code lists, and are consistent across major payment provider guides.
Written by the ChargeFix team. We update this page when Shopify or the card networks change their rules.