Visa reason code 13.3: "not as described" — the evidence that wins
Visa reason code 13.3 covers merchandise or services that were not as described or were defective on arrival. Mastercard handles the equivalent claim under its cardholder-dispute family (reason code 4853). The cardholder's story is "what showed up isn't what I bought" — your packet has to prove what you actually promised, what you actually delivered, and that the two match.
The exhibit that carries the case
One comparison outweighs everything else: your product listing as it appeared on the purchase date, side by side with what was delivered. Sellers lose 13.3s by defending the product they sell today instead of the one the customer bought. Anchor the packet to the purchase moment:
- Exhibit A — Listing as it appeared at purchase. The product page, photos, title, and description from the order date (archive capture, dated screenshot, or platform history) — not a link to the current page, which may have been edited since.
- Exhibit B — Product specifications and dimensions. The published size, materials, compatibility, capacity, or feature list the customer could read before buying. "Not as described" claims often collapse against the seller's own published specs.
- Exhibit C — Itemized receipt. An itemized receipt whose line items and total match the disputed amount exactly. Partial disputes die on mismatched totals; if part was refunded or discounted, show the math.
- Exhibit D — What was delivered. Packing slip, SKU or serial record, photos of the item as shipped, or the delivery/access record tying this customer to this item.
- Exhibit E — Customer communications. Pre-sale questions and your answers, post-delivery messages, support tickets where the customer describes the issue (or acknowledges the product matches), and any attempt you made to resolve it.
- Exhibit F — Refund or return proof. If a refund was already issued or a return offered and declined, show the refund record (date, amount, method) or the return offer with the customer's response.
What issuers weigh most
The bank analyst is comparing two documents: the cardholder's description of what was promised, and yours. The dated listing (Exhibit A) plus the published specs (Exhibit B) carry the most weight, because they are the only version of "described" that existed before the dispute. Customer messages where the buyer acknowledges the product, uses it, or reorders are close behind. A beautifully written rebuttal letter with no dated listing behind it is just your word against theirs.
Structure the response like this
- Summary (3–5 sentences). Name the reason code and the match: "Visa 13.3. The listing purchased on Apr 2 (Exhibit A) describes a 20L bag, 40 × 25 × 20 cm, in the published specs (Exhibit B). The delivered item matches those specifications (Exhibit D); the customer's own message of Apr 9 confirms it fits their use (Exhibit E)."
- Timeline. Order date → shipped/delivered → first complaint → your resolution offer → dispute filed.
- Exhibits, in reading order. Every claim in the summary points at one exhibit; no orphan attachments.
| Date | Event | Exhibit |
|---|---|---|
| Apr 2 | Order placed from the Apr 2 version of the listing; itemized receipt issued | A, C |
| Apr 4 | Item shipped; SKU and dimensions recorded on the packing slip | B, D |
| Apr 7 | Delivered to the checkout address | D |
| Apr 9 | Customer messages about the product in use; no defect reported | E |
| Apr 21 | "Not as described" dispute filed; return offered the same day | F |
Mistakes that lose winnable 13.3s
| Mistake | Why it loses |
|---|---|
| Linking to today's product page | The listing may have been edited since purchase. Issuers discount evidence they can't date; use the version the customer actually saw. |
| Arguing quality or taste | "It's a great product" is not evidence. The question is only whether the delivered item matches what was described — answer that one with documents. |
| A receipt total that doesn't match the disputed amount | Analysts stop trusting the packet at the first number that doesn't reconcile. Itemize discounts, shipping, and any partial refunds. |
| Ignoring a refund already issued | If you refunded any part of the order, prove it with the refund record — an unproven refund looks like no refund. |
Other reason codes
- Fraudulent (Visa 10.4): the card-not-present evidence that matters →
- Canceled recurring (Visa 13.2): terms, usage, and cancellation records →
- Credit not processed (Visa 13.6/13.7): refund proof and the ARN →
- Product not received (Visa 13.1): delivery evidence that wins →
- The full Stripe chargeback evidence checklist, by reason code →
Have a 13.3 open right now?
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Parry is not affiliated with Stripe, Visa, or Mastercard. Reason-code descriptions are general information, not legal advice; your processor's dispute notice controls deadlines and requirements. Last updated: October 10, 2026.