Visa 13.1
Item Not Received
Category: Consumer Disputes Workflow: Collaboration
Merchant response window
30 days
Workflow
Collaboration
What triggers it
Cardholder claims goods or services were not delivered or arrived late. High volume for marketplaces, digital goods, and logistics-heavy merchants.
What to check first — evidence for representment
Tracking and delivery confirmation are the primary defenses.
Confidence: high.
Sourced from PaymentBrief's Visa reference article. Reason-code definitions and timelines change — verify against your scheme documentation or acquirer portal before acting.
Full reference
Visa Reason Codes: The Complete VCR Map