Reason Code 13.5 – Misrepresentation

The dispute timeline can be based on one of two start dates. Either the dispute must be processed within 120 calendar days of:

• the transaction processing date, or
• the date the customer received the merchandise or services (but not to exceed 540 days of the original transaction processing date)

• If the merchandise or services were not misrepresented, provide documentation to prove the originally agreed upon terms and how you fulfilled those terms.
• If the cardholder claims funds are being withheld after making an investment, provide documentation to prove there are no funds available for withdrawal.
• If the dispute is invalid, provide documentation that proves the reasoning: the dispute is based solely on claims related to the quality of purchased items or the dispute amount includes the cash-back portion of the transaction.
• If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.
• If the cardholder no longer wishes to dispute the transaction, provide documentation that proves the issue has been resolved.

• Make sure all descriptions of the services or merchandise are complete, accurate, and not misleading.
• Clearly and concisely communicate your terms of service and make it easy for customers to find the information.
• Fully comply with all of Visa’s requirements for free trials, introductory offers, and upsells.