Customer says the item was not as described or faulty

Visa 13.3 means the customer says the goods or service did not match what you promised, or arrived faulty. Most buyers with a real problem contact the merchant first to ask for a return, exchange, or refund. A buyer who skips that step and goes straight to their bank has a weaker claim if you run a documented return process. If you have no return process, or ignored the buyer's message, the case is harder for you.

How it arrives

A 13.3 usually comes several weeks after delivery. Your payment company (Stripe, Shopify Payments and the like) sends a notice that names the dispute reason (the code on your notice), the sale, and the customer's account of the problem. Respond before the date on that notice. Your payment company sets it, and it comes before the card network's own limit. It rarely includes photos, so the bank compares your original listing against the claim.

Stores selling physical goods see most of them. Clothing and sized goods see more than their share, because fit and color are subjective. Digital products see 13.3 when the product worked but the buyer says it did not match the marketing.

What the issuer is looking for

What you promised at the time of sale. A screenshot of the listing on the purchase date, the specifications the buyer saw, and the listing photos carry the case. If you only have today's listing, the bank leans toward the buyer, because listings change.

Whether the buyer contacted you first. A message, return request, or exchange request before the chargeback belongs in the record. If the buyer never contacted you, say so, because Visa expects buyers to try to sort out quality problems with the merchant before disputing.

What you shipped. Quality-check records, packing notes, and photos taken when you packed the order resolve many cases. Without them, you can only point to your shipping volume and a lack of similar complaints, which is weaker.

Common scenarios

• Item differs from the listing. The listing snapshot from the order date, the specifications, and photos taken when you packed it.
• Digital product that did not work as advertised. The marketing copy shown at sign-up, the buyer's usage history, and any support messages the buyer never opened.
• Clothing or sized goods. A return policy the buyer accepted at checkout and did not use. Visa generally expects buyers to return goods over subjective fit issues.
• Service that fell short. Technician notes, the written scope of work, and the buyer's signature on the work order or completion form.

Related codes

If the buyer says the goods never arrived, see Visa 13.1 (customer says the order never arrived). If the buyer says the charge was not theirs, see Visa 10.4 (customer says they didn't make the purchase). If the buyer returned the goods and the refund never came, see Visa 13.6 (refund never arrived).

How we help

We draft responses for 13.3 disputes where you captured the listing at the time of sale and kept the buyer's messages. If you have received one, your first response is free. Try free.