Visa 13.1 — Merchandise/Services Not Received

Cardholder claims goods or services paid for were never delivered or rendered. Evidence must prove delivery or service performance.

Required evidence

1. Signed proof of delivery or tracking showing receipt
   Carrier-confirmed delivery to the billing or shipping address directly rebuts non-receipt.
   Visa Dispute Rules 11.4.3 — Not Received
2. Order confirmation with itemized description
   Establishes what the cardholder ordered and when.
   Visa Dispute Rules 11.3

Recommended evidence

1. Shipping carrier contract or pickup manifest
   Shows the merchant tendered goods to the carrier on time.
   Visa Dispute Rules 11.4.3
2. Customer communication acknowledging receipt
   Post-delivery messages from the cardholder (support tickets, reviews) undermine non-receipt.
   Visa Dispute Rules 11.4.3