Visa 13.3: Not as described or defective

The cardholder received the order but says it did not match the description. The letter documents the gap between the claim and the record.

What the code alleges

The cardholder received the order but says it did not match the description. The letter documents the gap between the claim and the record.

The evidence that answers this accusation

• Product page and images as they stood on the purchase date, not today’s listing
• Exact variant ordered, with invoice detail
• Repair or replacement records, if any
• Published policy and the support thread
• Photos or video of box contents before shipping

Photos taken before shipping carry more weight here than delivery proof. Delivery proves it arrived. It does not prove it matched the description.

Fill-in letter outline

Open with the case header and reason code. State what was ordered, what was delivered, and where the claim diverges from the record. Attach the purchase-date page, the variant and invoice, and the support thread in exhibit order. Close by requesting reversal.

Start your letter · $15 Back to the code library

Representment guidance only. Always follow your acquirer's current filing instructions and the deadline on your processor notice.