Visa chargeback reason code 13.3, “Not As Described or Defective Merchandise/Services,” is used when a cardholder disputes a transaction because the goods or services received were not as described or were defective. This reason code applies when the cardholder claims that the merchandise or services received are significantly different from what was agreed upon at the time of purchase.
Key Details of Chargeback Reason Code 13.3
- Definition: The cardholder received merchandise or services that were defective, damaged, or significantly different from what was described at the time of purchase.
- Examples:
- Receiving an item in a different color, size, or model than what was ordered.
- Receiving a damaged or defective product.
- Receiving services that did not meet the agreed-upon specifications or standards.
- Advertising discrepancies where the product received does not match the product described in the merchant’s advertisement.
Causes
- Misleading Descriptions: The product or service description provided by the merchant was inaccurate or misleading.
- Quality Issues: The goods or services were of poor quality or defective.
- Shipping Errors: The wrong item was shipped to the customer.
- Customer Expectations: The customer’s expectations were not met due to unclear or incomplete product/service descriptions.
Resolution Time Frame
- For Cardholders: Cardholders generally have 120 calendar days from the transaction processing date or from the date they became aware of the issue (not exceeding 540 days from the transaction date) to file a dispute.
- For Merchants: Merchants typically have up to 30 days to respond to the chargeback with evidence to refute the claim.
Preventing or Mitigating Chargeback Reason Code 13.3
To avoid or mitigate the risk of chargebacks due to goods or services not as described or defective, merchants can adopt the following practices:
- Accurate Descriptions: Ensure that product or service descriptions are accurate, detailed, and complete. Include high-quality images and detailed specifications.
- Quality Control: Implement strict quality control measures to ensure that products and services meet the advertised standards.
- Clear Communication: Maintain clear and open communication with customers regarding their orders, including any potential issues or delays.
- Return and Refund Policies: Provide clear return and refund policies and ensure they are easily accessible to customers.
- Prompt Issue Resolution: Address customer complaints and issues promptly to prevent disputes from escalating to chargebacks.
- Documentation: Keep thorough records of all transactions, communications with customers, and proof of delivery to use as evidence in case of a dispute.
