Visa 13.1 Merchandise Not Received: Complete Response Guide

Who This Is For

This guide is for online merchants, fulfillment teams, and customer service leaders who sell physical goods and are responding to a Visa 13.1 chargeback (visa 13.1 chargeback). If you handle shipping disputes, manage multi-carrier fulfillment, or run platforms like Shopify or marketplaces, this article gives the precise, evidence-first playbook to organize a response that matches Visa’s required fields and narrative sections.

What This Dispute Means

A Visa 13.1 chargeback is raised when a cardholder claims they did not receive merchandise or services they paid for (often shown in processor systems as "visa merchandise not received" or "visa chargeback item not delivered"). For Visa, the issuer expects the merchant to show clear evidence that the goods were delivered to the cardholder (or otherwise provided). Visa’s dispute framework requires specific fields and exhibits so the issuer can compare your delivery proof to the cardholder’s claim. For full technical details, refer to the Visa reason code page: Visa reason code 13.1.

Evidence Checklist

Visa 13.1 has concrete required fields and exhibits. Assemble every item below; missing any required field weakens your response.

• Required fields (include verbatim):
  • merchantName — your registered merchant or DBA name
  • orderId — the order number that appears on the cardholder receipt
  • orderDate — the original purchase date
  • transactionAmount — the charged amount as processed
  • customerName — cardholder name on the order
  • carrier — name of the shipping carrier used
  • tracking — tracking number(s) used for the shipment
  • deliveredAt — the carrier’s delivered timestamp (date and ideally time)
• Required exhibit: proofOfDelivery — see details below on what satisfies this exhibit.
• Make sure your packet maps each required field to a supporting exhibit (for example, “tracking” → carrier tracking page screenshot; “deliveredAt” → carrier delivery event with timestamp).
• Visa-specific notes and narrative structure: include the three narrative sections Visa expects — transactionOverview, delivery, policies. See the Visa code reference for more: Visa reason code 13.1.
• Store a copy of the raw carrier delivery JSON or PDF if possible; that becomes your authoritative proofOfDelivery exhibit.

Step-by-Step to Win

1. Pause other refunds and prepare a single, focused response packet
   1. Do not issue a duplicate refund while you assemble evidence; document any refunds separately.
   2. Create a unique response folder named with the orderId and case number for auditability.
2. Gather transaction and order documents
   1. Order confirmation showing merchantName, orderId, orderDate, transactionAmount, and customerName.
   2. Invoice, packing slip, and any messages exchanged with the customer referencing the orderId.
3. Collect carrier proof of delivery (proofOfDelivery)
   1. Capture the carrier tracking page showing tracking number and deliveredAt timestamp.
   2. If available, include the signed POD image or delivery confirmation with GPS coordinates/time.
   3. Download any carrier-provided PDF or JSON report — preserve metadata and headers where possible.
4. Reconstruct delivery chain for the issuer
   1. Document handoffs: fulfillment center → last-mile carrier → delivery event. Include dates and times.
   2. If a third-party courier handled last-mile, include their tracking and handoff IDs.
5. Draft the required narratives (transactionOverview, delivery, policies)
   1. transactionOverview: concise statement of the order and payment validation steps.
   2. delivery: exact delivery timeline with carrier, tracking, deliveredAt, and proofOfDelivery identifiers.
   3. policies: link to your published shipping and returns policy and note any customer acknowledgments.
6. Format exhibits and cross-reference fields
   1. Label each file: e.g., 01_order_confirmation.pdf, 02_tracking_screenshot.png, 03_pod.jpg.
   2. In your cover note, map each required field to the file that proves it (e.g., "tracking: 9274890 — see 02_tracking_screenshot.png").
7. Submit within the cutoff window
   1. Visa cutoff days for this reason code is 18 days; prioritize submission and confirm receipt with your processor.
8. Follow-up and document next steps
   1. If the issuer requests clarification, respond with concise supplemental exhibits rather than re-sending the entire packet.
   2. Log the outcome and update internal shipping or address verification processes based on findings.

Common Mistakes

• Submitting tracking that shows "In transit" without a deliveredAt timestamp — Visa needs a delivered confirmation to meet proofOfDelivery requirements.
• Providing only a carrier tracking number without a screen capture or carrier-provided proof document that includes the deliveredAt timestamp and delivery status.
• Failing to include merchantName or orderId in supporting exhibits so the issuer cannot match the delivery to the transaction.
• Attaching low-quality or cropped images where the delivered timestamp or recipient name is illegible.
• Relying on internal notes (e.g., "left at door") without carrier confirmation or signature when Visa expects proofOfDelivery.
• Mixing multiple orders or customers in one packet rather than providing a single, clear chain for the disputed orderId.
• Using generic language in narratives instead of the three Visa narrative sections (transactionOverview, delivery, policies).
• Delaying response past Visa’s cutoff window — even the best evidence has reduced weight if sent late.

Example Narrative Outline

Below is a compact, copyable visa 13.1 response template structured to match Visa’s narrative sections. Replace bracketed fields with your data and attach exhibits as referenced.

1. transactionOverview

   Order [orderId] placed on [orderDate] by [customerName] for [transactionAmount]. Payment was authorized under merchant name [merchantName]. See Exhibit 01_order_confirmation.pdf for the order confirmation and Exhibit 02_payment_receipt.pdf for the processed transaction.

2. delivery

   Items shipped via [carrier] under tracking number [tracking]. Carrier tracking confirms delivery on [deliveredAt]. See Exhibit 03_tracking_screenshot.png (carrier tracking page) and Exhibit 04_pod.jpg (proof of delivery/signed manifest). The delivery address on the carrier record matches the order shipping address on Exhibit 01_order_confirmation.pdf.

3. policies

   Our published shipping policy (Exhibit 05_shipping_policy.pdf) explains standard fulfillment and proof-of-delivery protocols; the customer received order status notifications and the tracking link via email on [shipmentDate]. We maintain a returns and claims policy linked in the order confirmation (Exhibit 01). We are including these documents to demonstrate our standard practices and the specific delivery evidence for this transaction.

Mapping of required fields to exhibits:

• merchantName — Exhibit 01
• orderId — Exhibit 01
• orderDate — Exhibit 01
• transactionAmount — Exhibit 02
• customerName — Exhibit 01
• carrier — Exhibit 03
• tracking — Exhibit 03
• deliveredAt — Exhibit 03 and Exhibit 04
• proofOfDelivery — Exhibit 04

Processor/Platform/Industry Specifics

This section drills into platform and carrier nuances merchants face when responding to Visa 13.1 disputes.

eCommerce platforms (Shopify, custom carts)

When you use a platform like Shopify, your order confirmation and shipping notification timestamps are critical. Export and include the full order export lines that show orderId, shipping address, and customer email. If you use Shopify’s fulfillment services, include the fulfillment record and the tracking push to the customer. For merchants using Shopify, the evidence export process in the Shopify chargeback evidence export guide can help you collect the right files in the correct format.

Multi-carrier fulfillment

If your item passed through multiple carriers (warehouse carrier → regional carrier → last-mile), collect the tracking records for each carrier and show continuity: handoff timestamps, tracking links, and last-mile deliveredAt. Label the sequence so the issuer can follow the chain from pick-up to final delivery. When a third-party last-mile courier provides a POD photo or signature, prioritize that as your proofOfDelivery exhibit.

Signature vs. carrier confirmation

Visa expects proofOfDelivery; a signature is one clear form of POD, but carrier-verified delivery events that include deliveredAt and status (e.g., "delivered", "left with neighbor") also qualify if they originate from the carrier. If you have only a timestamped carrier event (no signature), include supporting documentation like an internal delivery attempt log, GPS breadcrumbs from your driver app, or the carrier’s delivery note. Clearly label which exhibits are carrier-originated versus merchant-originated.

When delivery shows confirmed but the customer claims non-receipt

If the carrier confirms delivery yet the customer denies receipt, focus on mapping: confirm the delivery address matches the order shipping address, provide the deliveredAt timestamp and any POD image, and include any communication with the customer after delivery (e.g., email with tracking link, in-app notification). If your carrier provides GPS coordinates or a photo of the parcel at the address, include them. Present this evidence succinctly in the delivery narrative and avoid long editorial explanations — let the exhibits speak for themselves.

Digital goods and services

Visa 13.1 applies to merchandise/services not received. For purely digital deliveries, documentation will differ (access logs, download receipts, license keys). This guide focuses on physical goods; if your dispute involves digital content, tailor evidence to show access or download history and consult relevant Visa reason code guidance for digital-delivery disputes.

How ProofReturn Helps

ProofReturn automates the assembly and formatting of the delivery evidence section so it aligns with Visa’s required fields and narrative sections (transactionOverview, delivery, policies). Key benefits:

• Auto-extracts and labels required fields like merchantName, orderId, carrier, tracking, and deliveredAt from your order and carrier systems.
• Auto-formats a delivery narrative that maps each required field to a specific exhibit — reducing manual errors when you respond to a visa 13.1 chargeback.
• Bundles the carrier proofOfDelivery (PDF/JSON) with properly named files and a succinct cover narrative that matches Visa expectations.
• Integrates with common eCommerce platforms and helps scale responses so teams meet the 18-day cutoff and follow filing conventions expected by processors.

If you handle high volumes of shipping disputes, ProofReturn reduces time spent assembling evidence and improves consistency so issuers can validate delivery faster. Learn how ProofReturn supports e-commerce defenses at our ecommerce chargebacks solution page.

FAQ Section

1. What exactly does Visa need to see for a 13.1 dispute?

Visa requires specific data fields and a proofOfDelivery exhibit. At minimum, provide merchantName, orderId, orderDate, transactionAmount, customerName, carrier, tracking, and deliveredAt, and include an authoritative proofOfDelivery (carrier confirmation or signed POD). Organize the response into transactionOverview, delivery, and policies narratives.

2. Is a tracking number alone enough to fight a visa chargeback item not delivered?

No. A tracking number without a carrier-confirmed deliveredAt event or a signed POD is typically insufficient. Attach the carrier page or document that shows the delivered timestamp or delivery signature to satisfy the proofOfDelivery requirement.

3. What should I do if the carrier shows delivery to a different recipient at the address?

Include the carrier record showing the recipient name or delivery note, and match it against the order shipping address. If the carrier lists a different recipient, document that discrepancy clearly and include any follow-up communication you had with the carrier and the customer.

4. How does the 18-day cutoff affect my response?

Visa’s cutoff days for this reason code are 18 days. Prioritize assembling the required fields and exhibits so your processor can submit the packet within that timeframe. Even when additional evidence appears later, timely submission improves the clarity of your initial defense.

5. Can internal delivery logs replace carrier proof of delivery?

Carrier-originated proof is stronger. Internal logs can supplement carrier evidence (for example, driver GPS, photos), but whenever possible include a carrier-provided document (tracking page, POD). Label internal logs clearly and show how they correlate with carrier records.

6. What if the customer returned the item and says they never received it?

Provide return tracking and receipts, showing the return chain if the customer initiated it. Distinguish between an inbound return and the original outbound delivery in your delivery narrative and exhibits.

7. Should I include email or chat transcripts with the customer?

Yes — include only concise, relevant communications that reference the orderId, tracking, or delivery status. These support your transactionOverview and policies narratives when they show the customer received tracking links or delivery notifications.

8. Where can I find guidance on the specific Visa code requirements?

Visa’s code reference is the source of truth for required fields and narratives. See the Visa 13.1 reference: Visa reason code 13.1, and for broader code navigation visit our codes hub: chargeback codes hub.

Related Resources

• Visa reason code 13.1 documentation and field requirements
• Chargeback codes hub — navigate processor reason codes
• Ecommerce chargeback defenses and automation
• Manual vs automated chargeback response — when to scale automation
• How to prove delivery in chargeback disputes — deep dive on POD evidence
• Shopify chargeback evidence export guide for shipping disputes

Final CTA

If you want a correctly formatted Visa 13.1 packet that maps each required field to exhibits and auto-generates the transactionOverview, delivery, and policies narratives, start generating a response now at /generate. Automate the routine parts of collection so your team can focus on edge cases and carrier investigations.