Visa reason code
Visa reason code 13.5: Misrepresentation
The cardholder claims the purchase terms were misrepresented.
Network: VisaCategory: Consumer DisputeResponse window: ~30 days
What Visa 13.5 means
Visa 13.5 is a misrepresentation dispute: the cardholder claims the terms of the purchase were misrepresented, for example the service did not do what was advertised.
When issuers use it
Issuers file 13.5 when a client alleges the offer was misleading or that key terms were not as presented at the point of sale.
Mistakes that lose this dispute
- Marketing claims that overstate what the service does
- Keeping no record of the offer the client actually saw
Related reason codes
FAQ
Frequently asked questions
What is a misrepresentation chargeback?
The cardholder claims the purchase terms were misrepresented, for example the service did not do what was advertised. You win by showing the offer was accurate and the service matched it.
How do I defend against it?
Keep the exact offer the client bought from, your accepted terms, and proof the delivered service matched the description.