Visa 13.1 means the cardholder says the goods or services never arrived. It is close to the INR claims we cover in our playbook, with a few timing rules of its own.
What the issuer checks
Was there an agreed delivery date? Did it pass? Did the merchant prove delivery to the right address?
Timing rules that matter
The cardholder must wait for the expected delivery date before filing.
If no date was given, they must wait 15 days.
A one-pass response
Include the delivery date, the address match and any message from the customer after delivery. One complete response beats two partial ones.
