Visa Reason Code 13.7: Cancelled Merchandise / Services
The cardholder cancelled the order or returned the merchandise per policy but was still charged or not credited.
Your strongest argument
The cancellation/return did not meet your disclosed policy, or the proper credit was already processed.
Evidence that wins a Visa 13.7 dispute
- Your cancellation / return policy as accepted at purchase
- Records showing whether a valid cancellation or return occurred
- Proof of any credit already issued, or that the cancellation was invalid
Ordered strongest first — lead your rebuttal with the items at the top.
Not sure you have enough to win?
Run a free 60-second readiness check for Visa 13.7. Answer a few yes/no questions and get a 0–100 score, a green/amber/red evidence checklist, and your exact response deadline — no signup.
Check my evidence readiness — freeHow processors label this dispute
| Processor | What you'll see |
|---|---|
| Stripe | reason: credit_not_processed |
Where to pull this evidence
Prove you issued the credit, or that none was owed. Here's exactly where the relevant records live in each processor dashboard — gather them free before you build your pack.
Stripe
Dashboard → Payments → Disputes (or the email alert from Stripe).
- AVS & CVC check results: Open the original payment → Payment details → "Checks" (CVC, ZIP, address).
- Customer email, IP, and device: Payment → Customer section and the "Risk insights" / Radar panel.
- Receipt / order confirmation: Payment → "Send receipt" or your order-management system; export the PDF.
- Refund history & reference IDs: Payment → Timeline shows any refunds with their re_… reference IDs.
Shopify Payments
Shopify admin → Orders → the flagged order → "Chargeback" banner, or Settings → Payments → Manage disputes.
- Order & fulfillment details: Orders → the order → Fulfillment + Timeline (shows when items shipped).
- Tracking number & carrier: Orders → Fulfillment → tracking; confirm "Delivered" status with the carrier.
- Customer info & IP: Order → Customer section; Order → Additional details / fraud analysis for IP and AVS/CVV.
- Fraud analysis (AVS/CVV/risk): Order → "Fraud analysis" panel shows AVS, CVV, and Shopify’s risk indicators.
Square
Square Dashboard → Disputes (or Balance → Disputes), or the email from Square.
- Transaction & receipt: Transactions → the payment → receipt; "Resend receipt" for a copy.
- Card-present / chip details: Transaction detail shows entry method (chip, tap, keyed) — chip reads support card-present disputes.
- Customer details: Customer Directory → the customer; or the transaction’s customer section.
- Itemization & amount: Transaction → itemized breakdown to rebut "incorrect amount" claims.
PayPal
PayPal → Resolution Center → the open case (Dispute, Claim, or Chargeback).
- Transaction details & ID: Activity → the transaction → details; note the Transaction ID.
- Proof of delivery / tracking: Resolution Center → "Respond" → add tracking number + carrier (PayPal validates delivery).
- Proof of shipment / service: Resolution Center evidence upload: invoice, shipment receipt, or service-completion proof.
- Buyer communication: Resolution Center message thread + your own email records with the buyer.
Build a submission-ready Visa 13.7 response
ChargebackKit assembles your evidence into a formatted, labeled rebuttal pack with the exhibits and response letter card networks expect — pre-mapped to Credit Not Processed disputes.
Build your evidence pack — $19Or run the free readiness check first.
Frequently asked questions
What is Visa reason code 13.7?↓
How do I win a 13.7?↓
How is 13.7 different from 13.2?↓
Where to go next
Build the pack for Credit Not Processed disputes, or dig into the matching guide, template, and processor evidence requirements.
Build the pack for this dispute
Guides for this dispute
Templates for this dispute
Updated June 2026. Reason-code meanings and evidence requirements are sourced from card network documentation and may change; always check your processor dashboard for the exact deadline and label on your dispute.