What the issuer is asking
Two things: what you actually described at the point of sale, and whether the cardholder gave you a chance to fix it.
Visa expects the cardholder to have attempted a return or a resolution with you first. If they did not, say so and show it.
If you repaired, replaced or refunded, that is usually the end of the dispute.
filing window
The cardholder normally has 120 days from receiving the goods or from learning the service was not as described.
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 13.3 turns on
6 exhibits · 2 decisive
Decisive exhibits can answer this code on their own. Supporting exhibits are worth attaching and never worth relying on.
- 01decisive
The product page as it stood at the time of sale
The description, specification, photographs and any stated condition. Date the capture.
- 02decisive
Proof of repair, replacement or refund
If you already put it right, the dispute has no subject left.
- 03strong
Evidence the cardholder never attempted a return
Your returns log, your inbox, and the returns policy shown at checkout with its window.
- 04strong
The returns and refund policy as disclosed
It has to have been visible before payment, not only on a page they never saw.
- 05supporting
Photographs of the item before dispatch
Condition on leaving you, timestamped.
- 06supporting
Inspection or technician report
Where the claim is a fault, an independent opinion carries more weight than yours.
Arguments that carry weight
- yesThe description at the time of sale matches what was shipped, captured and dated.
- yesYou offered a return or a repair and the cardholder did not respond.
- yesThe item was returned and refunded before the dispute was filed.
- yesThe claimed defect is excluded by a specification the cardholder agreed to.
Arguments that lose this code
- noToday's product page, when the listing has been edited since the sale.
- noA policy that only appears in a footer link nobody has to open.
- noArguing the item was fine, with no photographs and no inspection.
- noRefusing a return within your own published window.
the common misreading
The strongest exhibit here is often your own inbox
A cardholder who filed without ever contacting you has skipped a step Visa expects. Your silent inbox is evidence. Attach it.
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 13.3 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 13.1merchandise or services not received
- Mastercard 4853cardholder dispute
- Visa 12.5incorrect amount
where you file it
stripe·shopify·paypal·mollie·klarna·adyen
We build the file, the issuer decides.