Code13.7TypeConsumer disputeFiling window120 daysMonitoringDispute count (VAMP)What does Visa 13.7 mean?
The cardholder canceled merchandise or a service, or returned it under your policy, and the charge stood anyway.
It sounds like 13.2, and the difference matters for your evidence: 13.2 is about canceling a recurring agreement, the subscription itself. 13.7 is about canceling a specific purchase: an order, a booking, a service engagement.
What causes a 13.7 chargeback?
- An order canceled before shipment that was billed anyway.
- A returned product accepted back without the refund following.
- A canceled booking or service where the charge survived the cancellation.
- Cancellation windows or fees the customer didn't know they had agreed to.
Why do subscription businesses get 13.7?
Subscription businesses meet 13.7 at the edges of the recurring relationship: a canceled upgrade, an annual plan canceled inside a money-back window, an add-on order canceled before delivery.
The disambiguation matters when you respond. If the customer canceled the subscription, argue it as 13.2 with cancellation-date evidence. If they canceled a purchase, 13.7 turns on your cancellation policy and whether the charge respected it.
Can a chargeback alert stop 13.7?
Alerts catch 13.7 before it becomes a chargeback.
The customer contacts their bank first, which is when Visa RDR and CDRN see the dispute. Refund through the alert and it resolves before filing, staying out of the VAMP dispute count. Most 13.7 money was coming back anyway; the alert decides whether it comes back with a dispute attached.
Alerts are one of the two levers here. See how RDR, CDRN and Ethoca work together, and check where your ratio stands before the letter checks it for you.
How do you respond to a 13.7 dispute?
You win 13.7 by showing the charge respected your cancellation policy, or that no valid cancellation happened. Send:
- The cancellation policy as shown at purchase, with the windows and any fees visible.
- The cancellation request date against the charge date and the policy terms.
- For returns: the return's status against your return policy, and any refund issued.
- Proof of delivery or service performed, if the customer canceled after receiving value.
Your processor sets your response deadline, usually 20 to 30 days from the chargeback.
How do you prevent 13.7?
- Honor cancellations instantly, and confirm them in writing with what happens next.
- Refund canceled orders before the customer wonders where the money is.
- Show cancellation windows and fees at purchase, next to the buy button.
- When a cancellation carries a fee, restate it at cancellation time, not just at purchase.
The cardholder gets 120 days to file. You usually get 20 to 30 days to respond. And the dispute counts the day it files, win or lose, which is why prevention beats response.
FAQ
What is the difference between Visa 13.7 and 13.2?
13.2 is about canceling a recurring agreement: the subscription itself. 13.7 is about canceling a specific purchase: an order, booking, or service. The evidence differs accordingly: 13.2 turns on the recurring cancellation date, 13.7 on your cancellation policy and whether the charge respected it.
What evidence wins a 13.7 dispute?
The cancellation policy as displayed at purchase, the timing of the cancellation request against the charge, and for returns, the return's status under your policy. If the customer received and used the product or service before canceling, proof of that value delivered matters too.
Can chargeback alerts stop 13.7?
Yes. The customer contacts their bank first, so RDR and CDRN see the dispute before it becomes a chargeback. Refunding through the alert resolves it and keeps it out of the VAMP dispute count, usually for money that was coming back anyway.
How do I prevent 13.7 chargebacks?
Make cancellation instant and confirmed in writing, refund canceled orders promptly, and put cancellation windows and fees next to the buy button rather than in linked terms. Most 13.7 disputes are a cancellation that worked, followed by a refund that didn't keep up.
Checked against Visa's Dispute Management Guidelines (June 2024) and Visa's dispute rules. Last reviewed August 28, 2026.
