Visa chargeback reason code 13.5, known as “Misrepresentation,” is used when the cardholder claims that the goods or services received were not as described or advertised. This can include a variety of issues where the product or service received significantly deviates from what was promised at the point of sale.
Key Details of Chargeback Reason Code 13.5: Misrepresentation
- Definition: The cardholder asserts that the goods or services received do not match the description provided at the time of the transaction. This can include cases where the quality, functionality, or attributes of the product or service are significantly different from what was advertised.
Common Causes
- Inaccurate Descriptions: The product or service description provided by the merchant was misleading or incorrect.
- Defective or Damaged Goods: The product received by the cardholder was defective, damaged, or otherwise not in the condition described.
- Service Issues: The service provided did not meet the expectations set by the merchant’s description, whether due to quality, extent, or other factors.
- Counterfeit Goods: The goods received were found to be counterfeit or otherwise not genuine.
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 to file a dispute.
- For Merchants: Upon receiving a chargeback, merchants typically have up to 30 days to respond with evidence to counter the claim.
Preventing or Mitigating Chargeback Reason Code 13.5
To prevent or mitigate the risk of chargebacks due to misrepresentation, merchants can take the following steps:
- Accurate Descriptions: Ensure all product and service descriptions are accurate, detailed, and clear. Include high-quality images and comprehensive specifications.
- Quality Assurance: Implement robust quality control measures to ensure products are as described and services meet the advertised standards.
- Clear Communication: Communicate clearly with customers about what they can expect from their purchase, including any potential limitations or variations.
- Return and Refund Policies: Provide clear and customer-friendly return and refund policies to resolve issues directly with the customer before they escalate to chargebacks.
- Documentation: Maintain detailed records of product descriptions, advertisements, and communications with customers to provide evidence in case of disputes.
- Customer Support: Offer responsive and helpful customer support to address any concerns or issues promptly and amicably.
