Chargeback Reason Code 13.5: Misrepresentation
A merchant's guide to Visa dispute condition 13.5, Misrepresentation. What the cardholder is claiming, why a quality complaint does not qualify, and how to tell it apart from nearby conditions.
A dispute lands on your desk with the code 13.5 attached. The word next to it is Misrepresentation. This page explains what Visa says the condition covers. It also shows the one line between a valid 13.5 and an invalid one. It also shows where the code sits among its neighbors, so you can place it at a glance. For the full set of codes, see the chargeback reason code list.
What Visa dispute condition 13.5 is
Visa dispute condition 13.5 is Misrepresentation. It sits in Dispute Category 13. Visa calls that category Consumer Disputes.
What the cardholder is claiming under 13.5
Under 13.5, the cardholder says the merchant misrepresented the terms of sale. Read that closely. The claim is about the terms of the deal, not the thing that arrived in the box. The claim is that you stated terms of the sale that turned out to be false. The heart of the claim is that you said one thing about the sale's terms and then delivered another.
Why a quality complaint is not a 13.5 dispute
Here is the line that decides these cases. A 13.5 dispute is invalid if it is only about the quality of the goods or services. A cardholder who says the product broke too soon, or the service was sloppy, is making a quality complaint. If the dispute in front of you talks only about poor quality, that is your first clue that the condition may not fit. The cardholder may have filed under the wrong code, or may be stretching a complaint into a condition that does not hold it.
Where 13.5 fits in Dispute Category 13
Visa dispute condition 13.5 belongs to Dispute Category 13. That category is Consumer Disputes. So do its siblings. Visa dispute condition 13.1 is Merchandise/Services Not Received. Under it, the cardholder made the purchase but never got the goods or services from the merchant. Visa dispute condition 13.2 is Cancelled Recurring Transaction. Under it, the cardholder withdrew permission for a recurring charge. Or the merchant was told the account was closed. Visa dispute condition 13.3 is Not as Described or Defective Merchandise/Services. Under it, the cardholder says the goods or services did not match the description given at purchase. Visa dispute condition 13.7 is Cancelled Merchandise/Services. Under it, the cardholder cancelled or returned goods or services, and the merchant did not process a credit. Each condition answers a different question.
How 13.5 differs from nearby consumer dispute conditions
Two neighbors to tell apart from 13.5 are 13.3 and 13.1. The 13.3 condition is about the product not matching what was promised about the product itself. The cardholder says the goods or services did not match the description given at purchase. A 13.5 problem is different. It is about the terms of the sale, not the traits of the product.
The 13.1 condition is simpler to separate. Under 13.1, the cardholder made the purchase but never got the goods or services from the merchant. Nothing arrived at all. A 13.5 claim assumes the sale went through and the terms were the problem.
Two other neighbors are worth a quick word. Say the cardholder withdrew permission for a recurring charge. Or say the merchant was told the account was closed. That is chargeback reason code 13.2. Say the cardholder cancelled or returned goods or services. Say you did not process a credit. That is chargeback reason code 13.7.
Keep one contrast from outside the category in mind as well. Visa dispute condition 10.3 is Other Fraud: Card-Present Environment. Under it, the cardholder denies making a purchase that was keyed in by hand while the card was present. That is a fraud claim where the cardholder denies making the purchase. A 13.5 claim is the opposite on that point. The cardholder owns the purchase and disputes the terms. You can read more about that fraud condition at chargeback reason code 10.3.
What to look at when a 13.5 dispute arrives
Start with the claim itself. Ask what the cardholder says you misrepresented about the terms of sale. If the answer is only that the goods or services were poor quality, the dispute is invalid. This condition does not cover it. Next, pull your records of the terms as they were shown at purchase. Your checkout page and order confirmation show what the cardholder agreed to. So does any posted policy on refunds or returns. Compare the claim against those documents. A claim that contradicts your posted terms is one you can answer with the documents themselves. A claim that matches a promise you did not keep is a different matter. Talk with the customer before it reaches representment.
The code on the notice is your map. It tells you what the cardholder is claiming.