What Visa 13.1 means
Visa 13.1, "Merchandise/Services Not Received", is used when the cardholder says they paid but never got what they bought, or a service never took place.
On Stripe the dispute shows the reason Product not received, with 13.1 as the network reason code.
For a digital product there's no tracking number. Delivery means access: the account was created, the customer could log in, and they used it.
Why digital customers file it
- They never logged in, often because the welcome or access email went to spam.
- They expected something on day one, such as a live cohort that starts later.
- Someone else on their team uses the account, and the cardholder doesn't know.
What wins it
- The access email or account creation, with date, time and IP address.
- Logins, downloads or usage after the purchase, from your product or course platform.
- For services: the dates the service was delivered, and evidence it took place (session records, delivered files).
- The product description at checkout, if it said when access starts.
- The customer's messages that show they had access, such as a question about a lesson.
When to accept
If the customer really never received access, for example because their account was never created, refund or accept, and fix the delivery problem. Fighting a true non-delivery claim usually loses and costs the counter fee.
Every Stripe evidence field and the file limits are in the Stripe dispute evidence guide. For the reason as a whole, see Stripe "Product not received" disputes.
FAQ
How do I prove delivery of a digital product for Visa 13.1?
Show access and use: the account or access email with its date, then logins, downloads or lessons completed after the purchase, ideally from the same IP address or device as checkout.
Is Visa 13.1 the same as Stripe's "Product not received"?
Yes. Stripe files Visa 13.1 under Product not received and shows 13.1 as the network reason code.