What the issuer is asking
One question: was it delivered or rendered, and when. Delivery beats every other argument on this code.
If the goods were dispatched but not yet due, the disclosed delivery date is your defence and it must be in writing.
If you already refunded, say so with the date and the reference — a processed credit ends the dispute.
filing window
The cardholder normally has 120 days from the transaction or the agreed delivery date, and longer where delivery was scheduled far ahead.
Your processor states its own deadline on the notice, usually shorter than the 30 days above. That printed date is the one that binds you. Work to it.
The exhibits Visa 13.1 turns on
6 exhibits · 3 decisive
Decisive exhibits can answer this code on their own. Supporting exhibits are worth attaching and never worth relying on.
- 01decisive
Carrier tracking showing delivered
The tracking number, the delivery date and the delivery address, from the carrier and not retyped by you.
- 02decisive
Signature or proof of collection
For high-value goods this is what the issuer looks for first.
- 03decisive
Service delivery record
For non-physical work: access logs, session dates, files delivered, the report sent, the licence issued.
- 04strong
Disclosed delivery date at checkout
A screenshot of the terms the cardholder agreed to, showing the lead time. Wins the not-yet-due case.
- 05strong
Refund record, if you refunded
Date, amount and reference. A refund already processed is a complete answer.
- 06supporting
Order confirmation and dispatch note
Links the payment to the shipment so the tracking number means something.
Arguments that carry weight
- yesCarrier tracking marked delivered at the cardholder's address, with the date.
- yesA signature, a photo at the door, or a collection record with identification.
- yesAccess logs showing the service was used after the date the cardholder claims nothing arrived.
- yesTerms shown at checkout stating a delivery window that has not yet closed.
Arguments that lose this code
- noTracking that says in transit, with no explanation of where the parcel is.
- noA dispatch note with no carrier record after it.
- noDelivery to a different address than the one on the order, without an instruction from the cardholder.
- noProof you sent something, where the cardholder's claim is that it arrived late.
the common misreading
Late is not the same as never
Read the notice. If the claim is late delivery against a promised date, proof of eventual delivery is not enough on its own. You also need what you disclosed at checkout.
You know what to prove. The file is the part that takes a week.
Upload the notice and everything you already hold. You get a dated timeline, a rebuttal argued against Visa 13.1 and numbered exhibits, as one PDF.
Single case — €39 · Five-pack — €79
Free until you see your own file.
No account, no password, ever.
related codes
- Visa 13.3not as described or defective merchandise
- Mastercard 4853cardholder dispute
- Amex C08goods or services not received, or only partially received
where you file it
stripe·shopify·paypal·mollie·klarna·adyen
We build the file, the issuer decides.