Visa's misrepresentation reason, decided on what you told the customer when they bought and whether what they got matches it.
Got one of these? Forward it and get your first letter free.
Visa 13.5 means the customer says you described what they bought falsely, so they paid for something other than what they got. The bank decides it by setting what you said at the time of sale beside what the customer received. If your records show the page, the terms and the delivery matched, the claim is weak. If the page has since changed and you kept no copy, the bank leans toward the customer.
How it arrives
Your payment company (Stripe, Shopify Payments and the like) sends a notice naming the dispute reason (the code on your notice), the sale, and what the customer says was misrepresented. Reply before the date on that notice, which is set by your payment company and comes before the card network's own limit. Courses, coaching, supplements, subscriptions and trading platforms see it more than most, because their sales pages make claims about results.
What the issuer is looking for
What you told the customer when they bought. The product or service page as it read on the purchase date carries the case. An archived copy, a dated export from your store, or a version history all work. Today's page does not, because pages change.
What the customer agreed to. The terms, refund policy and cancellation terms shown at checkout, with a record that the customer accepted them.
What the customer received and used. Delivery records and photos of the item shipped for goods. Login and usage history for software, courses and memberships. For trading accounts, statements showing the account is open and the funds are there or were lost through disclosed trading.
Whether the customer asked you first. A message, refund request or complaint before the chargeback, and what you offered in reply. If they never contacted you, say so.
Common scenarios
- A claim on the product page. The page from the purchase date, the manufacturer's specification, and photos of the unit you shipped.
- A course or service that did not deliver what was promised. The sales page and scope as shown at purchase, plus the customer's login, attendance or completion record.
- Subscription terms the customer says were hidden. The checkout page showing the price and renewal terms beside the button, and the logged acceptance.
- A trading or investment account. Account statements, proof the account is accessible, and the risk disclosure the customer accepted.
Related codes
If the customer says the item was faulty or differs from the listing, see Visa 13.3 (not as described or faulty). If they say they cancelled a subscription and were still charged, see Visa 13.2 (cancelled recurring payment). If they say the charge was not theirs, see Visa 10.4 (customer says they didn't make the purchase).
How we help
We write replies for 13.5 disputes where you kept the sales page from the purchase date and a record of what the customer received. If you have received one, start with a free first letter.
Official source: Visa rules. Last reviewed 2026-10-04.