Visa 13.1
Merchandise or services not received
The cardholder says they paid and never got the goods or the service. This code reads one thing: proof that what was ordered was supplied, on or before the date promised. For physical goods that means carrier tracking with a delivered status at the cardholder address. For digital goods or services it means an access log or a dated record of the service.
The evidence this code accepts
- 1
Carrier name
The reader has to be able to check the tracking themselves.
- 2
Tracking number
Without it, delivery is an assertion rather than evidence.
- 3
Ship date
Shows you dispatched on or before the date the customer was given.
- 4
Carrier status now
Delivered is the finding you need. In transit is not the same thing.
- 5
Delivery date
Ties the delivery to a date the reader can compare with the order.
- 6
Signature or delivery photo
The strongest single item on this code where the carrier captured one.
- 7
Access or download log, for digital goods
The delivery proof when nothing was shipped.
- 8
The description the customer bought from
Establishes what "received" was supposed to mean.
Where sellers lose this one
- Tracking is included but the status is still in transit, so the dispute is decided against them.
- The delivery address on the label is not the address on the card, and nothing explains why.
- For digital goods they describe the download instead of pasting the log with timestamps.
- They respond after the deadline, so the evidence is never read.
Build the pack for Visa 13.1
8 questions specific to this code, plus the order and the notice. No account. You see the assessment and what is missing before you pay anything.
USD 9.90 a pack when you get it. This prepares your evidence; the card network decides.
Rules checked 2026-09. Sources. Network rules change; if you find this page out of date, tell us and we will correct it.