Visa reason code
Visa reason code 13.7: Cancelled Merchandise/Services
The cardholder cancelled and believes they should not have been billed.
Network: VisaCategory: Consumer DisputeResponse window: ~30 days
What Visa 13.7 means
Visa 13.7 covers merchandise or services the cardholder cancelled, where they believe they should not have been billed. For services it often involves cancelled engagements, deposits and kill fees.
When issuers use it
Issuers use 13.7 when a client cancels a booking or engagement and disputes a charge they say should have been refunded.
Mistakes that lose this dispute
- Enforcing a non-refundable term you never disclosed
- Having no proof the client accepted the cancellation terms
FAQ
Frequently asked questions
I have a non-refundable deposit. Does that protect me?
Only if the client clearly agreed to it before paying. Show the accepted terms and the work done, and a non-refundable deposit is defensible.
The client cancelled late. Can I keep the fee?
If your accepted terms set a cancellation window or kill fee and the client cancelled outside it, you can represent the charge with those terms and proof of acceptance.