Visa reason code
Visa reason code 13.3: Not as Described or Defective Merchandise/Services
The client says the service did not match what was agreed or sold.
Network: VisaCategory: Consumer DisputeResponse window: ~30 days
What Visa 13.3 means
Visa 13.3 is for merchandise or services the cardholder says were not as described or were defective. For services it means the client claims the work did not match what was agreed or advertised.
When issuers use it
An issuer raises 13.3 when a client says the delivered service differed materially from the agreed scope or was of unacceptable quality.
Mistakes that lose this dispute
- Arguing quality is subjective instead of showing it met the agreed scope
- Having no written scope to compare the deliverable against
- Ignoring a revision the client was entitled to under your terms
FAQ
Frequently asked questions
The client says the work wasn't good enough. How do I fight that?
Compare the deliverable to the written scope the client agreed to. If it met the specification and the client approved milestones along the way, a not-as-described claim does not hold.
Does offering a revision help my case?
Yes. Showing you offered the revisions your terms promise demonstrates good faith and that the service was delivered as agreed.