Visa reason code 13.3: Not as Described or Defective Merchandise/Services

Quick answer: Visa reason code 13.3 is Not as Described or Defective Merchandise/Services. The cardholder says what they received was faulty, damaged or different from what was advertised. On Shopify it appears as Product unacceptable. You win by proving what you advertised and what you sent: a dated copy of the listing, photos of the item before dispatch, delivery confirmation, your return policy, and a record that the customer never asked you to put it right before going to their bank. If the customer did write to you and was ignored, refunding is usually the right call.

Last reviewed 8 October 2026. Card network rules and Shopify's process change, so always check the due date and instructions on your own dispute.

Visa 13.3 at a glance

Network and code	Visa 13.3, Not as Described or Defective Merchandise/Services
Shopify label	Product unacceptable
What the customer claims	"It arrived, but it is faulty, damaged or not what was advertised."
Who it affects	Stores selling physical goods, digital goods or services
Your response window on Shopify	Usually 7 to 21 days, shown on the dispute page
Bank decision time	Up to 75 days after you submit, per Shopify
How many times you can submit	Once
Strongest evidence	Dated listing, dispatch photos, delivery proof, return policy, no prior complaint
Default call	Fight if the listing was accurate and the customer never contacted you. Refund if they did and were ignored, or the item was damaged in transit.

What Visa 13.3 means

Visa's 13.x family covers consumer disputes: the customer accepts that they placed the order but is unhappy with what happened next. Code 13.3 covers two situations.

• Not as described. The item or service differs from the description, photos, size, colour, quantity or promise made at the time of sale.
• Defective or damaged. The item arrived broken, does not work as it should, or stopped working in a short time.

Because these claims turn on a comparison between what was promised and what was received, the outcome depends heavily on your records. That is good news. Unlike a fraud dispute, you control most of the proof.

It sits next to several codes that are easy to mix up:

Code	Name	The claim in plain words
13.1	Merchandise/Services Not Received	"It never arrived." See 13.1.
13.2	Cancelled Recurring Transaction	"I cancelled and was still charged." See 13.2.
13.3	Not as Described or Defective	"It arrived but is faulty or different from the advert."
13.4	Counterfeit Merchandise	"It is a fake."
13.5	Misrepresentation	"The seller misled me about the terms of the sale."
13.6	Credit Not Processed	"I returned it and was never refunded." See 13.6.

Equivalent codes on other networks

Network	Code	Name
Visa	13.3	Not as Described or Defective Merchandise/Services
Mastercard	4853	Cardholder Dispute. See our 4853 guide
American Express	C31	Goods/Services Not as Described
Discover	RM	Quality Discrepancy

How a 13.3 dispute unfolds on Shopify

Shopify's help pages describe the sequence:

Stage	What happens
Day 0	The customer's bank raises the dispute. Shopify withdraws the disputed amount and the chargeback fee from your balance straight away.
Days 1 to 21	You gather evidence. Shopify says you usually have 7 to 21 days, and the exact deadline is on the dispute page.
Submission	You submit your response, which can be done once.
Review	The bank reviews it. Shopify says this can take up to 75 days.
Outcome	If you win, the amount is returned, and the fee may be too, depending on your country. If you lose, the money stays with the customer.

Shopify adds some order details to your response automatically. It cannot tell the bank what you advertised, what you sent or what you offered the customer afterwards. That is your part and it decides the outcome. See what Shopify submits as evidence for the automatic part.

What the bank actually checks

A 13.3 dispute is about a gap between what was promised and what was received. The reviewer weighs both sides and looks for answers to six questions.

1. What was promised? The product page, photos, size chart and description that applied on the day of the order.
2. What was sent? Evidence that the correct item, in the correct condition, was dispatched.
3. What does the customer say is wrong? A specific complaint is easier to answer than a vague one.
4. Did the customer try to resolve it with you first? Visa expects the cardholder to have contacted the merchant. If the first you heard of a problem was the bank's letter, say so.
5. Did you offer a fix? A refund, replacement or return label that was offered and ignored is persuasive.
6. Was the return policy clear? A policy the customer could see at checkout, and which they did not follow, supports your case.

Banks tend to side with the cardholder when the merchant sends nothing, or when the customer has documented the problem with photos and the merchant never answered. They tend to side with the merchant when the listing was accurate, the item was dispatched in good condition and the customer never asked for help.

Six kinds of "unacceptable" and how each is handled

The label covers very different complaints. The right response depends on which one you are facing.

Complaint	What it usually means	Best response
Damaged in transit	Fine when it left you, broken on arrival	Refund, then claim from the carrier or your parcel cover. Rarely winnable as a dispute.
Defective	It does not work	If the customer has clear photos or a description and you have no counter-evidence, refund or replace. If you have test records, batch checks or an unused warranty, include them.
Not as described	The listing and the item differ	This turns on the listing. If the page was wrong, refund and fix it. If it was accurate, fight with a dated copy.
Quality opinion	"Feels cheap", "not what I imagined"	Hard for a bank to judge. Show the listing, dimensions, materials and specifications.
Wrong item or size	You sent something different	Check pick and pack records. If you did send the wrong thing, refund.
Service not as agreed	A booking, design or digital service fell short	Show the agreement, the work delivered and the customer's messages or approval.

The evidence that wins, ranked

Strength	Evidence
Strong	A dated copy of the listing that answers the complaint; photos of the item at dispatch; delivery scan; a return policy shown at checkout; proof the customer never contacted you.
Medium	Packing records, supplier batch details, the customer keeping the item after the window closed, a refusal to return it when offered.
Weak	A description of what your listing "usually" says, with no dated copy; claims about your reputation; screenshots with no date.

The single biggest gap in most 13.3 responses is the dated listing. If you change product pages often, save a dated copy each time. A screenshot with a visible date and the page URL is enough, as is a saved PDF.

Worked example 1: a winnable case

A homeware store sells a ceramic vase for £58.00. The listing says "height 24 cm, glazed stoneware, hand-finished, small variations are normal". The order is delivered on 6 September. On 21 October the customer's bank raises a 13.3 dispute. The note from the bank reads: "Item is smaller than expected."

The merchant gathers:

• A screenshot of the product page showing "height 24 cm" in the first line of the description and again in the specifications table.
• A photo of the vase on a ruler, taken at dispatch.
• The delivery scan dated 6 September.
• The store's return policy, which allows returns within 30 days and was linked from the product page.
• A note that no message was received from the customer between delivery and the dispute, and that the 30-day window closed on 6 October.

The letter states what the listing said, what was sent, when it was delivered, and that the customer made no contact. The reviewer sees dimensions disclosed twice, a window open for a month and a store that first heard about the problem from the bank. This is a strong case.

Worked example 2: a case to refund

The same store sells a glass carafe for £34.00. The customer emails two days after delivery with photos of a crack across the base and asks for a replacement. Nobody replies for a week. The customer then disputes the charge as 13.3.

The reviewer will see a documented complaint with photos and a silent seller. Fighting is likely to lose. The right move is to refund promptly, apologise, and fix the process so that emails get a same-day response. The customer's frustration at being ignored, more than the broken carafe, caused the dispute.

The break-even maths

The disputed amount and the fee are already withdrawn whether you fight or not, so the only extra cost of fighting is your time.

Break-even win chance = value of your time ÷ money you would recover if you win.

Order value	Time to respond (60 min at £20/hour)	Break-even win chance
£34	£20	59%
£58	£20	34%
£140	£20	14%
£420	£20	5%

On a £34 order you need very good odds before the effort pays back, so only fight with a dated listing and a silent customer. On a £140 order you only need a one-in-seven chance. Run your own figures with our Should I Fight This Chargeback? calculator.

Should you fight it or refund?

What your records show	What to do
Accurate listing, item dispatched in good condition, no contact from the customer	Fight. This is the classic winning pattern.
Customer contacted you, you offered a refund, replacement or return and they ignored it	Fight. Include the whole thread.
Customer kept the item and claimed a defect without proof	Fight and say they kept it.
Customer kept the item and asked for a partial refund that you declined without reason	Weak. Consider offering something.
Customer emailed with clear photos of damage and you never replied	Refund. The record is against you.
Listing is wrong, outdated or misleading	Refund, then fix the listing.
You cannot show what you advertised on the day of the order	Weak. Capture dated copies from now on.
Item damaged in transit	Refund, then claim from the carrier.
Item is clearly as described and the customer simply changed their mind	Fight. Include the return policy.

How to respond to a Visa 13.3 dispute, step by step

1. Read the dispute and note the deadline. Open the dispute in Shopify and check the reason, the amount and the due date. Put a reminder in your calendar a few days before.
2. Search your inbox, chat and social messages for the customer. Look for any complaint, photo or request before the dispute. This decides whether you fight.
3. Capture the listing as it was. Find a dated copy of the product page, or the closest version you have. Quote the lines that answer the complaint.
4. Collect dispatch and delivery proof. Tracking number, carrier, delivery scan, and any photos or packing records taken before dispatch.
5. Check the return policy. Confirm what it said at the time of the order, where it was shown and how long the window was.
6. Check what you offered. Note any refund, replacement or return label offered, and how the customer responded.
7. Write a short, factual letter. One page. Quote the listing and answer the specific complaint using the template below.
8. Attach the proof and submit once. Check every attachment opens, and remember you cannot add anything afterwards.

The evidence checklist

Evidence	Where to find it
Order number, date, items, amount and currency	The order page
The product listing as it stood at the time of the order	Your saved copy, a screenshot or an archive of the page
Specifications, size chart, materials and notes	The same copy
Photos of the item before dispatch, and packing records	Your warehouse or phone photos
Tracking number, carrier, delivery status, date and time	The fulfilment section and the carrier's tracking page
Your return and refund policy as shown at checkout	Your store policies
Full email or chat thread with the customer	Your support inbox or chat
Any offer of a refund, replacement or return label	The same thread
For services: the agreement, the finished work and the approval	Your project or booking records

A letter you can adapt

To the issuing bank,

We ask that this dispute for order [ORDER NUMBER], [AMOUNT] placed on [DATE], is reversed. The item was delivered as advertised and in good condition.

What was advertised. Our listing for [PRODUCT] stated: "[QUOTE THE RELEVANT LINES]". A copy of the listing as it appeared on the date of the order is attached.

What was sent. The item was packed and photographed on [DATE] (attached) and shipped with [CARRIER] under tracking number [NUMBER]. It was delivered on [DATE] at [TIME].

Contact from the customer. [We received no message from the customer about this order before the dispute. / The customer contacted us on DATE; we offered DETAIL and received no reply.]

Our policy. Our return policy, shown on the product page and at checkout, allows returns within [N] days. The window [closed on DATE / was open throughout].

The attachments show the listing, the dispatch photos and the delivery confirmation. We ask the bank to reverse the dispute.

Keep it to a page. Quote the listing rather than describing it. Do not argue about taste or comment on the customer.

Common mistakes

• No proof of the listing. If the page has changed since the order, you may not be able to show what it said.
• Ignoring the customer's complaint. A dispute that starts with an unanswered email is one you will almost always lose.
• Fighting a damaged parcel. If it arrived broken, banks rarely back the merchant.
• Sending a generic letter. A reply that does not address the specific complaint reads as if you did not look.
• Mixing up the codes. If the claim is really "I sent it back and was not refunded", that is a 13.6 and needs different evidence.
• Arguing taste. "Our customers love it" is not evidence.
• Missing the deadline. No response means automatic loss.

How to reduce 13.3 disputes

1. Describe the product precisely. Include dimensions, materials, colour notes and what is in the box. Photos should show scale.
2. Keep dated copies of listings. Save a page or screenshot whenever you change a description, price or image.
3. Photograph high-value items before dispatch, and pack them to survive transit.
4. Answer complaints the same day. Many disputes are unanswered emails. A replacement or return label stops most of them.
5. Show the return policy on product pages, at checkout and in the order confirmation.
6. Make returns easy. A simple process costs less than a chargeback fee and a lost sale.
7. Check supplier quality and order a sample before listing. Many "defective" disputes trace back to the supplier.
8. Send a check-in email a few days after delivery for higher-value items: "Is everything as expected?"

Glossary

• Issuer. The bank that issued the customer's card.
• Chargeback. A reversal of a card payment started by the issuer after the customer disputes it.
• Representment. Your response with evidence, sent back to the bank.
• Chargeback fee. A fee charged to you when a chargeback is raised, whatever the outcome. The amount depends on your country.
• Not as described. A dispute reason where the goods differ from the description at the time of sale.
• Return window. The number of days a customer has to return an item under your policy.
• Dated listing. A saved copy of a product page showing what it said on a particular day.

How ChargeFix handles it

ChargeFix reads the order, line items, shipping and delivery records from Shopify, and pulls in your refund policy from your business profile so it appears in the letter and in the evidence sent to the bank. It scores the evidence, tells you whether the case looks worth fighting, and drafts the response using only facts found in your records. You add the listing screenshot, dispatch photos and customer messages as files, review the letter and decide when to file. Install it free.

Frequently asked questions

What does Visa reason code 13.3 mean? The cardholder says the goods or services were defective, damaged or not as described. On Shopify it appears as Product unacceptable.

What evidence wins a 13.3 dispute? A dated copy of the listing, photos of the item at dispatch, delivery confirmation, a clear return policy, and proof that the customer never contacted you or ignored an offer to put it right.

Do I need to prove the customer did not contact me? It is persuasive. Visa expects a cardholder to try to sort the problem with the merchant first. If the first you heard was the dispute, say so and show that your inbox and chat contain no earlier message.

What if the item arrived damaged? Refund the customer and claim from the carrier or your parcel insurance. Damage in transit is rarely a winnable dispute.

What if the customer kept the item? Include that. A customer who keeps and uses a product while claiming it is defective is weaker than one who returned it with photos.

What if I changed the listing after the order? Use a dated copy from the time of the order. Without one, quote what you can prove, and make sure future changes are saved.

How long do I have to respond on Shopify? Shopify says you usually have 7 to 21 days, and the exact date is on the dispute page. Evidence can be submitted only once.

How long does the bank take to decide? Shopify says the review can take up to 75 days after you submit.

Is 13.3 the same as 13.5 misrepresentation? No. 13.3 is about the goods themselves not matching the description or being faulty. 13.5 is about being misled over the terms of the sale, such as price or conditions.

Can I fight a 13.3 for a service rather than a product? Yes. Show the agreement, the work delivered and any approval from the customer.

Should I ask the customer to send the item back? If you are refunding, offering a return label is reasonable, but check with Shopify Support before refunding an order that has an open dispute.

Do I get the chargeback fee back if I win? It depends on your country and payment provider. Check Shopify's help page for your region.

Sources and review

• Shopify Help Centre, Overview of the chargeback and inquiry process: response window, decision time, fees and accepted evidence.
• Shopify Help Centre, Chargeback reasons: how Shopify groups dispute reasons
• Stripe, Dispute categories and reason codes: the card network code and the category it falls under
• Adyen, Dispute reason codes and defense requirements: what each code covers
• Visa's published reason code lists, as summarised by major payment providers. Card network rules change, so confirm current details with your payment provider.

Written by the ChargeFix team. We update this page when Shopify or the card networks change their rules.