How long after purchase can a customer file a 13.1 dispute?

The window is 120 days, but it can run from the last expected delivery date rather than the transaction date, capped at 540 days from processing. A preorder promised for delivery in six months can therefore be disputed more than a year after the charge. Merchants with long fulfillment cycles should treat that tail as unearned revenue until delivery is proven.

The tracking shows delivered but the customer says they never got it. Who wins?

Delivery confirmation to the address supplied at checkout is strong representment evidence, and it wins a substantial share of these cases. Issuers weigh signature or GPS-verified delivery more heavily than a bare delivered scan. Porch theft claims land in a gray zone, which is why signature confirmation on higher-value orders is worth the fee.

Can a customer dispute before the delivery window has even passed?

A 13.1 generally requires the expected delivery date to have passed, or the merchant to have failed an agreed delivery obligation. If the dispute arrives while shipment is still inside your disclosed timeline, respond with the promised window and current tracking status. Clear delivery-time disclosure at checkout is what makes that defense possible.

Visa · Consumer Disputes

Reason code 13.1: Merchandise/Services Not Received

The cardholder claims they paid for goods or services that were never delivered or provided by the expected date. This covers physical products that never arrived, digital goods that were never accessible, and services or events that were not rendered. The dispute clock is tied to the expected delivery date rather than just the transaction date, which extends the practical exposure window well beyond most other codes.

Issuer filing window

typically 120 days from the transaction processing date or the last expected delivery date, not to exceed 540 days from processing

Merchant response window

typically 20-30 days to respond, depending on the acquirer

Why 13.1 chargebacks happen

The package was lost, stolen off a porch, or misdelivered, and the customer went to their bank instead of your support team.
Fulfillment delays on backordered or dropshipped items pushed delivery past the promised date and past the customer's patience.
A digital product's access email landed in spam, so the buyer never found their login.
The order shipped to an address the customer mistyped, and the goods reached someone else.
The merchant took payment for a preorder or event that was later delayed or never happened.

How to fight a 13.1 chargeback

Submit carrier tracking with a delivery confirmation to the address the cardholder provided at checkout, ideally with a delivery scan date, GPS coordinates, or signature.
For digital goods, provide access logs showing the account was created, the download completed, or the content was consumed after purchase.
Show communications where the customer acknowledged receipt or discussed the delivered item after the delivery date.
If delivery was still in progress within the promised window when the dispute was filed, present the disclosed delivery timeline and shipment status, since the dispute is premature until the expected date passes.
For services, document the appointment records, session logs, or deliverables provided.
Provide the signed pickup record when the customer collected in person.

How to prevent 13.1 chargebacks

Use tracked shipping on everything, and add signature confirmation above a value threshold where a chargeback would sting.
State delivery timelines clearly at checkout and notify customers proactively when anything slips.
Send digital access credentials through multiple channels and monitor for unopened access emails.
Validate shipping addresses at checkout to catch typos before the label prints.
Give customers an easy reshipment or refund path for lost packages, because your support desk is cheaper than a chargeback.
Hold capture until shipment where operationally possible so undeliverable orders can be voided instead of disputed.

Frequently asked questions

How long after purchase can a customer file a 13.1 dispute?: The window is 120 days, but it can run from the last expected delivery date rather than the transaction date, capped at 540 days from processing. A preorder promised for delivery in six months can therefore be disputed more than a year after the charge. Merchants with long fulfillment cycles should treat that tail as unearned revenue until delivery is proven.
The tracking shows delivered but the customer says they never got it. Who wins?: Delivery confirmation to the address supplied at checkout is strong representment evidence, and it wins a substantial share of these cases. Issuers weigh signature or GPS-verified delivery more heavily than a bare delivered scan. Porch theft claims land in a gray zone, which is why signature confirmation on higher-value orders is worth the fee.
Can a customer dispute before the delivery window has even passed?: A 13.1 generally requires the expected delivery date to have passed, or the merchant to have failed an agreed delivery obligation. If the dispute arrives while shipment is still inside your disclosed timeline, respond with the promised window and current tracking status. Clear delivery-time disclosure at checkout is what makes that defense possible.

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