Visa card offers protection through what’s called a “not as described” chargeback. In this guide, I’ll walk you through everything you need to know about filing a Visa chargeback when products or services don’t match their description. I’ll share the exact steps to take, timeframes to be aware of, and tips to improve your chances of winning your dispute. Whether you received defective merchandise or a service that fell short of expectations, understanding this process could save you hundreds or even thousands of dollars.
What Is a Visa Not As Described Chargeback?
A “not as described” chargeback occurs when you receive an item or service that significantly differs from what was advertised or promised. This protection is built into your Visa card benefits, allowing you to dispute charges when merchants fail to deliver on their promises.
Visa categorizes these disputes under specific reason codes, primarily:
- Reason Code 13.3: Merchandise/services not as described
- Reason Code 13.1: Merchandise/services defective
These codes tell the bank exactly why you’re disputing the charge and help streamline the investigation process.
Common Situations That Qualify for a Not As Described Chargeback
Not every disappointing purchase qualifies for a chargeback. Here are situations that typically meet Visa’s criteria:
- You received counterfeit goods instead of authentic items
- The item arrived damaged or defective
- You received a completely different product than what was ordered
- The quality was significantly lower than advertised
- Services paid for were not performed as described
- The merchant misrepresented key features or characteristics
According to industry data, about 24% of all chargebacks stem from product or service issues like these. That makes it one of the most common reasons for disputes.
The Step-by-Step Process for Filing a Not As Described Chargeback
Step 1: Contact the Merchant First
Before filing a chargeback, I always recommend contacting the merchant directly. In fact, Visa requires this in most cases. Here’s what to do:
- Email or call the merchant explaining the issue
- Document all communication (save emails, record call reference numbers)
- Give them a reasonable timeframe to resolve the problem (typically 7-14 days)
About 20-40% of chargebacks result from merchant errors, so many businesses will happily fix legitimate problems to avoid the dispute process.
Step 2: Gather Your Evidence
If the merchant refuses to help, start collecting evidence for your chargeback:
- Original product descriptions and advertisements
- Photos of the received items showing defects or differences
- Order confirmations and receipts
- All communication with the merchant
- Any expert opinions or third-party assessments of defects
The stronger your documentation, the better your chances of winning.
Step 3: Contact Your Bank to Initiate the Chargeback
Once you’ve tried working with the merchant and gathered evidence:
- Call the number on the back of your Visa card
- Explain you want to file a “not as described” chargeback
- Clearly state how the item/service differed from what was promised
- Follow their instructions for submitting your evidence
Most banks now let you upload documents online or through their mobile app.
Understanding Visa Not As Described Chargeback Time Limits
Time is critical when filing a chargeback. Visa’s policies generally allow:
- 120 days from the transaction date or expected delivery date to file a dispute
- 30 days from receipt of a defective item
- 15 days to respond to any merchant rebuttals
Missing these deadlines can result in automatic rejection of your claim, so don’t delay once you’ve identified an issue.
The Real Cost of Chargebacks to Merchants
While chargebacks protect consumers, they create significant costs for businesses:
- The average chargeback costs merchants 2.5 times the original transaction amount
- Beyond the refunded purchase price, merchants face fees, administrative costs, and potential penalties
- High chargeback rates (above 0.9% for Visa) can put merchants in monitoring programs or even result in loss of card processing privileges
This is why legitimate businesses take chargeback prevention seriously. The average chargeback rate across industries is 0.5-0.6%, though some high-risk sectors see much higher rates.
Tips to Improve Your Chances of Winning a Not As Described Dispute
Based on my experience helping others navigate this process, here are my top tips:
- Be specific about how the item differs from its description
- Remain factual rather than emotional in your documentation
- Provide clear, well-lit photos showing the issues
- Quote directly from product descriptions to highlight discrepancies
- Follow up with your bank regularly about the status of your case
- Respond quickly to any requests for additional information
The dispute process typically takes 30-90 days to resolve, though complex cases can take longer.
When Not to File a Not As Described Chargeback
A chargeback isn’t always the right solution. Avoid filing when:
- You simply changed your mind about a purchase
- You failed to read the full product description
- Minor cosmetic issues don’t affect functionality
- The merchant has offered a reasonable solution
- You’re using chargebacks as leverage against a business
Misuse of the chargeback system can lead to banks flagging your account or even closing it for fraudulent behavior.
Filing a Visa not as described chargeback gives you valuable protection against deceptive or problematic merchant practices. By following the proper steps—contacting the merchant first, gathering solid evidence, and filing within the time limits—you stand the best chance of recovering your money.
Remember that this consumer protection is designed for legitimate issues, not buyer’s remorse. Use it when merchants truly fail to deliver what they promised, and you’ll find it’s a powerful tool in your financial arsenal.
Have you ever had to file a not as described chargeback? I’d love to hear about your experience in the comments below!