Visa 13.3 Not As Described: Prove Your Product Matched the Listing

Who This Is For

This guide is for merchants who sell physical goods and are facing a visa 13.3 chargeback (Not As Described or Defective Merchandise). You’ll get practical, step-by-step instructions for assembling a response that proves the product matched the listing. It’s aimed at ecommerce operators using marketplaces or independent stores, customer support leads who own dispute workflows, and chargeback specialists who need a repeatable approach that emphasizes product specifications and delivery evidence.

If you’re looking for broader reason code lists or to confirm code definitions, see the chargeback codes hub and the canonical Visa page for this code at Visa reason code 13.3.

What This Dispute Means

A visa 13.3 chargeback occurs when a cardholder claims the product they received was “not as described” or defective. In plain language the cardholder says what arrived differed meaningfully from the listing or the product did not function as advertised. Visa expects the merchant to demonstrate that the product description, specifications, and delivery support the merchant’s representation.

For Visa 13.3 responses you must address four narrative sections: transactionOverview, productDescription, delivery, and policies. The reason code’s required fields are merchantName, orderId, orderDate, transactionAmount, customerName, and productDescription. The required exhibits are productSpecifications and proofOfDelivery. Visa’s cutoff days for returning evidence are 18 days — plan your workflow to assemble and submit everything within that window.

Evidence Checklist

• Required fields (include verbatim): merchantName, orderId, orderDate, transactionAmount, customerName, productDescription — map these exactly from your order system into the response.
• Required exhibits:
  • productSpecifications — original product listing, SKU details, spec sheets, size charts, BOM, material descriptions, and any official product documentation that defines what the customer purchased.
  • proofOfDelivery — carrier tracking that shows delivery status, signature capture if available, photos of delivery location, or courier POD (proof of delivery) files.
• Product listing screenshots showing the exact text and images the buyer saw at the time of purchase (use archived or timestamped copies if the listing changed).
• High-resolution product photos that match the SKU the customer received — include images taken before shipping and at fulfillment.
• Order confirmation and packing slip that include SKU, productDescription, orderDate and orderId.
• Fulfillment logs and pick/pack records tying the shipped item to the orderId and SKU.
• Customer communications that show buyer acceptance, questions about the product, photos the buyer may have sent, and any post-purchase acknowledgements (e.g., “thank you” or “received” messages).
• Returns handling documentation — return shipping labels, RMA records, inspection notes if the return was processed, or photos of the returned item.
• Clear copy of relevant merchant policies: refund policy, returns policy, product description disclaimer, and warranty language as they appeared at time of purchase.
• Any independent third-party certification or test report that corroborates product specifications (if applicable).
• Timestamped screenshots or archived pages (Wayback, internal CMS export) if the live listing was edited after the sale.
• Chain-of-custody evidence if the product was modified or repaired prior to return inspection.
• Link to Visa reason code documentation for reference: Visa reason code 13.3.

Step-by-Step to Win

1. Start a case file the moment you see the chargeback
   1. Create a single folder for the dispute (orderId-based) and tag it for Visa 13.3.
   2. Pull the order from your system (merchantName, orderId, orderDate, transactionAmount, customerName, productDescription) and place those fields at the top of your case file.
2. Capture the original product listing and specifications
   1. Export or screenshot the product page exactly as it appeared at purchase time. If the listing changed later, use archived copies (internal CMS snapshot or external archive) and note timestamps.
   2. Attach technical spec sheets, size charts, and any manufacturer documentation that defines “what the product is”.
3. Document fulfillment and proof of delivery
   1. Collect carrier tracking number, delivery status, scanned POD, and any signature capture. If delivery photos exist, include them.
   2. If the courier’s record is inconclusive, compile warehouse pick/pack timestamps, packing slip images, and the shipping label tied to orderId.
4. Assemble product condition evidence
   1. Include pre-shipment photos of the SKU and photos taken by your returns team if the item was returned. Note differences between “defective” and “used outside normal wear”.
   2. If the buyer provided photos, attach them and annotate how they do or do not contradict the listing/specs.
5. Show customer communications and any attempt to resolve
   1. Export chat logs, emails, and support tickets where the buyer described the issue or accepted the product previously.
   2. Highlight any messages showing satisfaction prior to the dispute or requests for returns/replacements that you honored.
6. Document your policies and how they were presented
   1. Include screenshots of refund/returns policy as shown in checkout and on the product page, with timestamps.
   2. Show any pop-ups or checkout disclosures relevant to defects or fit expectations (e.g., sizing guidance).
7. Draft the narrative sections precisely
   1. Write a concise transactionOverview including required fields and a timeline.
   2. In productDescription, compare the listing text and spec sheet to the buyer’s claims and your photos.
   3. Use the delivery section to present proofOfDelivery clearly and link to fulfillment evidence.
   4. Finish with policies, referencing your returns and warranty language and any steps offered to the buyer.
8. Package and submit before the 18 day cutoff
   1. Double-check that the exhibits include productSpecifications and proofOfDelivery and that required fields are present.
   2. Compress files sensibly (carrier PDF, image formats) and follow your processor’s upload requirements. Track submission confirmation and keep a copy of everything for internal audit.

Common Mistakes

• Submitting vague or incomplete narratives that don’t address the four required narrative sections (transactionOverview, productDescription, delivery, policies).
• Forgetting to include required fields exactly (merchantName, orderId, orderDate, transactionAmount, customerName, productDescription) — omissions create automatic weakness.
• Relying only on a generic product page link that may have been changed after purchase; failing to include timestamped screenshots of the exact listing the buyer saw.
• Not providing formal productSpecifications (technical sheets, SKU details); a product image alone is often not enough to prove the item matched stated specs.
• Submitting proof of shipment rather than proof of delivery — Visa 13.3 requires proofOfDelivery in the exhibits list.
• Failing to include customer communications that might show acknowledgement or acceptance of the product prior to the dispute; missing these reduces credibility.
• Mishandling photos: submitting poor-quality images, or unlabelled photos that do not clearly tie to SKU or orderId.
• Not explaining differences between “cosmetic variance” and “not as described” — failing to contextualize minor differences can look like avoidance.
• Missing the 18 day cutoff for assembling evidence — delays risk losing the opportunity to respond with full exhibits.

Example Narrative Outline

Below is a concise, practical structure you can adapt. Keep it focused, factual, and cite exhibits inline (Exhibit A, Exhibit B).

1. transactionOverview

   One- or two-paragraph timeline: orderDate, orderId, merchantName, transactionAmount, customerName, payment method summary, fulfillment date, and delivery date. Reference Order Confirmation (Exhibit A) and Payment Receipt (Exhibit B).

2. productDescription

   State the SKU and include a short bullet list of the core specs from productSpecifications (Exhibit C). Then compare each claimed discrepancy by the cardholder to the spec items (e.g., “Customer claims fabric was synthetic; SKU spec lists 100% cotton — see Exhibit C”). Attach product page screenshots as Exhibit D.

3. delivery

   Present proofOfDelivery (Exhibit E): carrier tracking, POD signature or photo, delivery timestamp and location. If signed, include the signature image and name field. If the buyer claims non-delivery or partial delivery, show photographic evidence or courier confirmation.

4. policies

   Quote the exact returns/refund/warranty policy language active at purchase (include screenshot Exhibit F), and summarize the steps you offered the buyer (refund, replacement, return). If buyer engaged and accepted any remedy, note dates and attach communications (Exhibit G).

5. closing statement

   One final paragraph that ties the evidence together: the product matched the listing per Exhibits C and D, it was delivered per Exhibit E, and our policies were disclosed (Exhibit F). Request a reversal based on the attached evidence.

Processor/Platform/Industry Specifics

Visa 13.3 is specific to not-as-described or defective physical merchandise. Unlike a “not received” code, it expects explicit product-specification proof. Keep these platform- and industry-specific tips in mind:

• Marketplace sellers (Amazon, eBay, etc.): Pull the exact marketplace listing snapshot that was live at the orderDate. Marketplaces often allow you to download “product page at time of sale” records — use them. Also include marketplace order confirmation and any A-to-Z or seller case correspondence.
• Direct-to-consumer ecommerce stores: Use your CMS or product export to create a timestamped snapshot of the product page. If you use dynamic content (e.g., regional variants), include the buyer’s shipping address to show the correct regional SKU and language seen at purchase.
• High-variation products (clothing, size-dependent items): Provide size charts and fit guidance as productSpecifications. If returns show buyer selected the wrong size, show that your product page included size guidance and was accurate.
• Electronics and appliances: Attach manufacturer spec sheets and serial number records. If the customer claims defective, include any diagnostics you performed and whether the unit matched serial numbers tied to the orderId.
• Custom or made-to-order items: Document the buyer’s customization instructions (order notes or confirmation) and include proof that you produced per those instructions. Show photos of the custom item before shipment.
• Digital-adjacent physical goods: For merchants with both digital and physical products, be explicit which SKU shipped and include delivery proof. If a buyer confuses a digital good for a physical item, your productSpecifications should clarify format and delivery method.
• Platform-specific evidence exports: Many commerce platforms let you export “order” and “fulfillment” reports; use these to create a traceable evidentiary chain from order to delivery.
• Industry nuance — refurbished or “open box” goods: If you sold refurbished items, your listing should have disclosed “refurbished” or “open box.” Preserve the exact language and include refurbishment certificates or inspection notes.

For merchants focused on ecommerce operations or digital goods, check our solutions for tailored workflows: ecommerce chargeback workflows and digital products chargeback strategies.

How ProofReturn Helps

ProofReturn automates evidence collection and organizes it into Visa-ready packages so you spend less time hunting for screenshots, spec sheets, and carrier PODs. It can:

• Automatically pull order metadata (merchantName, orderId, orderDate, transactionAmount, customerName, productDescription) into the transactionOverview template.
• Capture and timestamp product page screenshots and archive listing history to create robust productSpecifications exhibits.
• Aggregate carrier tracking and proofOfDelivery artifacts into a single delivery exhibit and flag missing PODs for manual follow-up.
• Generate a draft visa 13.3 response by populating the four narrative sections (transactionOverview, productDescription, delivery, policies) so your team can review and submit before the 18 day cutoff.

ProofReturn doesn’t guarantee case outcomes, but it improves consistency, reduces manual errors (like missing required fields), and speeds response times so you can focus on convincing, evidence-based narratives.

FAQ

What specific fields must I include in a visa 13.3 response?

Include these required fields exactly: merchantName, orderId, orderDate, transactionAmount, customerName, and productDescription. These anchor the case and help Visa map your evidence to the disputed transaction.

What exhibits does Visa require for reason code 13.3?

Visa’s required exhibits for 13.3 are productSpecifications and proofOfDelivery. ProductSpecifications means the technical or descriptive material that proves what the buyer purchased. ProofOfDelivery demonstrates the item was delivered to the cardholder’s address or an agreed location.

How do I prove the product matched the listing?

Use timestamped product page screenshots and spec sheets showing the attributes the customer claimed were missing or different. Pair those with high-quality pre-shipment photos of the actual SKU and documentation tying that SKU to the orderId (packing slip, pick/pack record).

Is proof of shipment enough for visa 13.3?

No — Visa 13.3 explicitly lists proofOfDelivery as a required exhibit. Proof of shipment helps but you must show delivery confirmation or equivalent proof that the buyer received the item.

What if the cardholder returned the item claiming it’s defective?

Include returns inspection notes, photos of the returned item, and any repair or QC reports. If you conducted a diagnostic, attach the report. If the buyer accepted a refund or replacement, include that communication and the return tracking.

How important are customer communications in a 13.3 response?

Very important. Messages that show buyer satisfaction or that the buyer contacted support first and accepted a resolution strengthen your narrative. If the buyer requested an exchange or refund but filed a chargeback instead, those tickets show willing resolution attempts.

What if the product listing changed after the sale?

Provide archived or timestamped copies of the listing as it appeared at purchase. If you cannot produce a snapshot, explain why and supply as many corroborating documents as possible (order confirmation text, SKU specs, internal product exports). Highlight that productSpecifications reflect what was sold on orderDate.

Does Visa allow me to include third-party test results or certifications?

Yes — third-party certifications or lab reports that verify material, measurements, or functionality can be powerful productSpecifications exhibits, especially when a cardholder disputes the fundamental attributes of the product.

What happens if I miss the 18 day cutoff?

Failing to submit within the 18 day cutoff reduces your ability to present a full merchant response. If you foresee a delay, document your attempts to collect evidence and reach out to your processor to explore options; some processors may have internal pathways, but you should treat the 18 days as the target for full submission.

Related Resources

• Visa reason code 13.3: Not As Described or Defective Merchandise — authoritative listing for required fields and exhibits
• How to respond to Visa 13.1 (Merchandise Not Received) — contrasts evidence needs with 13.3
• What makes evidence compelling in chargeback responses — principles you can apply to 13.3 exhibits
• How to prove delivery for chargeback disputes — best practices for proofOfDelivery
• Ecommerce chargeback workflows — solutions and automation for online retailers
• Digital products chargeback strategies — when your product mix includes digital or hybrid offerings

Final CTA

If you want a faster, repeatable visa 13.3 response process that collects productSpecifications and proofOfDelivery automatically, generate a tailored evidence package now at /generate. Build your response, attach the required exhibits, and reduce manual work so your support and chargeback teams can focus on persuasive narratives.