Visa 13.1 — Merchandise/Services Not Received

What it means

The cardholder claims they paid for goods or services that were never delivered or provided.

Common causes

• Shipment lost, delayed, or marked delivered but not received
• Digital goods or access never delivered
• Service appointment or booking never fulfilled

Evidence that helps you win

• Tracking showing delivered to the cardholder's address
• Signed delivery confirmation or carrier proof of delivery
• Digital access logs showing download or login
• Customer communication acknowledging receipt