One minute you’re excited about your purchase, and the next you’re wondering how to get your money back. That’s where Visa not as described chargebacks come into play.
About 52% of customers skip contacting the merchant altogether and go straight to their bank to file a dispute. This creates challenges for both businesses and consumers.
In this guide, I’ll walk you through everything you need to know about Visa’s “not as described” chargebacks, specifically reason code 13.3. Whether you’re a cardholder trying to understand your rights or a merchant looking to prevent these disputes, you’ll find valuable information to help navigate this complex process.
What is a Visa Not As Described Chargeback?
A “not as described” chargeback occurs when a customer receives merchandise or services that differ significantly from what was advertised or expected. Visa categorizes these disputes under reason code 13.3, officially labeled as “Defective/Not as Described Merchandise or Services.”
This type of chargeback applies when:
- The product arrived damaged or defective
- The item is missing key components
- The product functions differently than advertised
- The quality is significantly lower than represented
- Services delivered differ from what was promised
- The wrong item was shipped entirely
It’s essentially Visa’s way of protecting consumers from deceptive or misleading business practices. Similar to Mastercard’s reason code 4853, it gives cardholders recourse when they don’t receive what they were promised.
Visa Chargeback Reason Code 13.3 Explained
When a customer files a dispute with their bank for merchandise that wasn’t as described, Visa assigns reason code 13.3 to the case. This specific code helps categorize the nature of the dispute and determines what evidence both parties need to provide.
Key Things to Know About Reason Code 13.3:
New Return Requirement: Starting October 19, 2024, cardholders must first attempt to return the merchandise before filing a dispute under this reason code.
Documentation Needed: If returning isn’t possible, cardholders must provide valid documentation explaining why.
Time Limits: Cardholders typically have 120 days from the transaction date to file this type of dispute.
Merchant Response Window: Merchants usually have between 20-45 days to respond with evidence once a dispute is filed.
Burden of Proof: The burden initially falls on the cardholder to prove the item wasn’t as described, but then shifts to the merchant to disprove the claim.
Understanding this reason code is essential for both sides of a transaction, as it determines what evidence will be most effective in resolving the dispute.
The Visa Not As Described Chargeback Process
The chargeback process for “not as described” cases follows a specific sequence:
For Cardholders:
Contact the merchant first – This is not just courtesy; starting October 2024, it’s a requirement. Try to resolve the issue directly.
Document everything – Take photos of defective items, save all communication, and keep receipts.
File a dispute with your bank – If the merchant doesn’t respond or resolve the issue, contact your card issuer to start a formal dispute.
Provide evidence – Submit all documentation showing how the product differs from what was described.
Wait for resolution – The process typically takes 30-90 days for a final decision.
For Merchants:
Receive the chargeback notification – Visa will notify you through your payment processor.
Decide whether to accept or fight – Assess the validity of the claim.
Gather compelling evidence – If fighting the dispute, collect product descriptions, photos, communications, and delivery confirmations.
Submit your response – Provide all evidence within the specified timeframe.
Await the decision – Visa will review both sides and make a final determination.
This structured process ensures both parties have an opportunity to present their case before a decision is made.
How to Dispute Visa Chargeback Not As Described
If you’re a merchant facing a “not as described” chargeback, having the right strategy can significantly improve your chances of winning the dispute.
Effective Evidence for Fighting Visa Chargeback Not As Described:
- Detailed product descriptions from your website or marketing materials
- Photos of the actual item that was shipped
- Proof that the item matched the description provided
- Customer communications showing satisfaction after purchase
- Delivery confirmation and proof the correct item was shipped
- Return policy documentation that was clearly disclosed
- Proof of previous resolution attempts if you tried to solve the problem
- Service agreements signed by the customer (for service disputes)
Remember, the most compelling evidence directly addresses the specific complaint in the chargeback. Focus on proving the product or service matched what was advertised rather than addressing unrelated issues.
Common Reasons for Defective Merchandise Chargebacks
Understanding why these chargebacks happen can help merchants prevent them. Here are the most common triggers:
- Inaccurate product descriptions on websites or in marketing materials
- Low-quality product photos that don’t accurately represent the item
- Missing or unclear specifications about product features
- Shipping damage that occurs during transit
- Manufacturing defects that aren’t caught before shipping
- Customer misunderstanding about product functionality
- Service delivery issues where expectations weren’t properly set
- Friendly fraud where customers claim dissatisfaction despite receiving exactly what was ordered
That last point is particularly important to note. Industry data suggests that up to 75% of chargebacks might actually be cases of friendly fraud—legitimate purchases that customers later dispute.
Preventing Visa Not As Described Merchandise Chargebacks
Prevention is always better than dealing with chargebacks after they happen. Here are strategies I’ve found effective:
For Merchants:
Be transparent about products – Provide detailed, accurate descriptions and high-quality photos from multiple angles.
Set clear expectations – Clearly communicate what customers will receive, including any limitations or special requirements.
Quality check before shipping – Implement a thorough inspection process to catch defects before products leave your facility.
Use protective packaging – Ensure items arrive in the condition they left your warehouse.
Create clear return policies – Make them easily accessible and straightforward to understand.
Respond quickly to complaints – Address customer concerns promptly to prevent escalation to chargebacks.
Document everything – Keep detailed records of all customer communications and order fulfillment processes.
A chargeback rate above 1% is considered high-risk by most processors. By implementing these preventative measures, you can keep your rate closer to the industry average of 0.5% or lower.
Merchant Error Chargebacks vs. Friendly Fraud
Not all “not as described” chargebacks are legitimate. It’s important to distinguish between genuine merchant errors and friendly fraud.
Merchant Error Chargebacks:
These occur when businesses actually make mistakes, such as:
- Shipping the wrong item
- Misrepresenting products in descriptions
- Sending damaged goods
- Failing to disclose important product limitations
Friendly Fraud Chargebacks:
These happen when customers abuse the chargeback system by:
- Claiming an item wasn’t as described when it actually matched the description
- Filing a chargeback instead of following return procedures
- Experiencing “buyer’s remorse” and claiming dissatisfaction
- Using the product and then claiming it was defective
With friendly fraud accounting for up to 75% of chargebacks, merchants need to be vigilant and prepared to fight illegitimate claims with strong evidence.
Navigating Visa not as described chargebacks requires understanding the process from both sides. For cardholders, it’s important to attempt resolution with the merchant first—especially with the new requirements coming in October 2024. For merchants, prevention through accurate descriptions and quality control is your best defense.
When disputes do arise, thorough documentation and prompt responses will serve both parties well. The chargeback system, while sometimes abused, ultimately exists to ensure fair commerce and protect consumers from genuinely deceptive practices.
By following the guidelines outlined in this article, you’ll be better equipped to handle these challenging situations, whether you’re filing a legitimate dispute or defending your business against an unwarranted claim.