Visa 13.1 — Merchandise/Services Not Received

What this code means

Match the card brand and payment_method_details.card.network_reason_code first. For this row that pair is Visa and 13.1. The network name is Merchandise/Services Not Received. The packet category is product not received.

The product-not-received category covers a claim that the goods or service never arrived, or that only part arrived. The response has to show delivery, access, or performance, or that the agreed date is still in the future. Stripe’s 13.1 description is narrower than that category sentence: merchandise or services were not received by the expected date, or merchandise was not available for pickup. The defense guide asks for tracking or a signed delivery receipt, download or login records, or appointment and work records.

A delivery scan or signature, pickup proof, download or login logs, or a service record is what answers this code. A signature at delivery is stronger than a carrier scan alone.

Response deadline

Use the due date on the dispute you are answering. In Stripe that timestamp is dispute.evidence_details.due_by. On Shopify, use the evidence due date shown for that dispute. Do not replace either date with the network figures below.

Stripe’s responding guide says the merchant window is usually 7–21 days, depending on the network. Miss it and you lose. If due_by is 0, the bank does not allow a response. You get one submission. You cannot add files later.

Secondary guides cite 30 calendar days for Visa acquirer representment on collaboration disputes, which include consumer-dispute codes such as 13.1. That figure was not re-confirmed against the Visa Core Rules in the 2026-10-11 pass. It is the acquirer clock. It does not extend due_by or the Shopify evidence due date.

Cardholder filing windows are often described as 120 days from the expected delivery date. That Visa rule text was not confirmed in this pass. Do not calculate eligibility from 120 days. Use the dispute you were sent.

Evidence checklist

Levels below are the Visa 13.1 row. Send only facts you already have. The category fallback is labeled where it adds a separate item.

Required

Carrier delivery, digital access, or proof the service was performed by the expected date.

Stripe fields: shipping_carrier, shipping_tracking_number, shipping_date, shipping_address, shipping_documentation, access_activity_log, service_date, service_documentation.

Physical goods need carrier proof. Digital goods need access or download logs. Services need the service date and a contract or work order. Use the fields that match what was sold. The product-not-received fallback states the same requirement, and adds that you can show the agreed delivery date has not arrived yet.

Strong

Customer messages about delivery, and the fulfillment terms they accepted.

Stripe fields: customer_communication, customer_signature, receipt, product_description, refund_policy, refund_policy_disclosure, uncategorized_text.

Include communications that confirm receipt or a delivery inquiry, and the refund and delivery terms agreed at checkout. A signature at delivery is stronger than a carrier scan alone. The issuer needs to see that the shipment or access record is for this order.

From the product-not-received category fallback, not a separate 13.1 requirement: a refund already issued, or a disclosed policy the customer did not follow.

Stripe fields: refund_policy, refund_policy_disclosure, refund_refusal_explanation.

The category guide lists an already-issued refund, or a policy the customer is not entitled under, as a way to answer this category. The 13.1 row already asks for the terms. State a refund only if one was actually issued.

Weak or not relevant

An AVS or CVV match with no delivery or access record.
Visa Compelling Evidence 3.0. That rule is only for Visa 10.4. It does not apply to 13.1.
A product-quality argument. That is Visa 13.3.
Cancellation terms, unless the customer is actually claiming they canceled before shipment. That claim is closer to Visa 13.7.

Stripe evidence fields

Names and types are from the Dispute object. File fields are the ID of an uploaded file. Every field is nullable. Put text in text fields and a file ID in file fields.

Field	Kind	What the API field is for
`shipping_carrier`	Text	Delivery service. Separate multiple carriers with commas.
`shipping_tracking_number`	Text	Tracking number. Separate multiple numbers with commas. Stripe expands these with carrier delivery detail when it compiles the packet.
`shipping_date`	Text	Date a physical product began its route, human-readable.
`shipping_address`	Text	Address a physical product was shipped to. Include as much of the address as possible.
`shipping_documentation`	File	Proof of shipment to the address the customer provided.
`access_activity_log`	Text	Server or activity logs proving the customer accessed or downloaded a digital product. Include IP addresses and timestamps.
`service_date`	Text	Date the customer received or began receiving the service, human-readable.
`service_documentation`	File	Proof a service was provided, such as a contract or work order.
`customer_communication`	File	Emails, chats, or a written account of a phone call.
`customer_signature`	File	A document or contract showing the customer’s signature.
`receipt`	File	Receipt or message that notified the customer of the charge.
`product_description`	Text	Description of the product or service sold.
`refund_policy`	File	Refund policy as shown to the customer.
`refund_policy_disclosure`	Text	How the customer was shown the refund policy prior to purchase.
`refund_refusal_explanation`	Text	Why the customer is not entitled to a refund.
`uncategorized_text`	Text	Any additional evidence or statements.

Common mistakes

Sending AVS or CVV results and no proof the goods or service arrived, or that the agreed date is still ahead.
Attaching Visa Compelling Evidence 3.0. It does not apply to 13.1, 13.3, Mastercard, American Express, or Discover.
Arguing that the item matched the listing. That is a 13.3 (not as described or defective) response.
Answering with cancellation terms when the claim is non-receipt. Use cancellation terms only if the customer says they canceled before shipment, which is closer to 13.7.
Answering Visa 13.9 with a parcel tracking number. 13.9 is non-receipt of cash or a load. It is also under product_not_received on Stripe’s map, and it is not shipped merchandise.
Counting a 120-day cardholder window yourself. That figure was not confirmed from Visa’s rule text.
Treating the 30-day acquirer figure as the date you must hit inside Stripe or Shopify.
Planning a second upload. There is one submission.

Example rebuttal

Facts only. Brackets are synthetic placeholders. Delete any line you cannot fill from the order. Do not add a sentence about how the issuer should decide.

Visa reason code 13.1. Stripe reason: product_not_received.
Order [ORDER ID] was placed on [ORDER DATE] for [PRODUCT DESCRIPTION].
The expected date was [EXPECTED DATE].
Shipped on [SHIP DATE] by [CARRIER] to [SHIPPING ADDRESS].
Tracking number [TRACKING NUMBER]. Carrier delivery scan: [DELIVERY DATE].
Order confirmation went to [CUSTOMER EMAIL].

Use the next line only when there was no shipment.
Digital access or service: [ACCESS OR SERVICE DATE], record [ACCESS LOG OR SERVICE DOCUMENT].

Use the next line only when a refund was already issued.
Refund of [REFUND AMOUNT] issued on [REFUND DATE].

If the agreed date is still in the future, say that in place of the delivery line. Do not claim a delivery scan you do not have. Pickup uses the same shape: who picked up, on what date, and whether there is a signature or pickup ID.

Sources

Stripe reason-code defense guide. Visa, Mastercard, and American Express descriptions and evidence examples.
Stripe dispute categories. Network code to dispute.reason, and the category defense guidelines.
Stripe: responding to a dispute. The merchant window is usually 7–21 days. One submission.
Stripe Dispute object. Evidence field names, and evidence_details.due_by.
Secondary summary of acquirer response windows. Visa cited as 30 calendar days. Not re-checked against the Visa Core Rules in this pass.
Secondary summary of the same response windows. Same 30-day Visa figure. Secondary.