Visa 13.5 quick reference: Cardholder claims the merchant misrepresented the goods, services, or terms of the transaction at the point of sale. Merchant has 30 days to respond.
Cardholder's claim
"The merchant advertised this differently from what I received."
Visa 13.5 covers cases where the cardholder alleges the merchant advertised something materially different from what was delivered. Common in travel, subscriptions with hidden auto-renewal, and digital services. Evidence turns on the accuracy of the point-of-sale disclosure.
Response deadline
30 days to submit representment. From the chargeback date.
Common triggers
- Trial-to-paid subscription with unclear conversion terms
- Hidden fees or add-ons at checkout
- Travel bookings with undisclosed restrictions
- Digital services with capabilities that were oversold
Required evidence
Point-of-sale disclosure
Full checkout flow screenshots showing every term the cardholder agreed to.
Signed T&Cs
Timestamped ToS acceptance record.
Advertising copy at purchase
The exact marketing copy visible on the purchase date — no post-hoc edits.
Delivery of stated benefits
Records proving what was promised was actually delivered.
Typical win rates
| Scenario | Win rate | Notes |
|---|---|---|
| Clear disclosure + T&Cs acceptance record | 60–75% | Well-documented cases |
| Dark-pattern disclosure | 25–45% | Issuers side with cardholder on unclear UX |
Win rates reflect Aurai's own book across Stripe, PayPal, and Shopify Payments as of July 2026, plus public MRC Global Fraud Survey 2024 baselines. Your results will vary.
Related reason codes
13.3Visa
Not as Described or Defective Merchandise
Cardholder received the item but claims it was defective or materially different from what was advertised.
C31Amex
Goods/Services Not As Described
Amex equivalent of Visa 13.3 (defective / not as described) — cardholder received the item but claims it doesn't match the description.
Frequently asked questions
What does Visa 13.5 mean?
Visa 13.5 is the reason code for "Misrepresentation." Cardholder claims the merchant misrepresented the goods, services, or terms of the transaction at the point of sale.
What's the response deadline for Visa 13.5?
Merchants have 30 days to submit representment. From the chargeback date.
What evidence is required to fight Visa 13.5?
Point-of-sale disclosure, Signed T&Cs, Advertising copy at purchase, Delivery of stated benefits. Full detail in the Required evidence section above.
Can Aurai handle Visa 13.5 automatically?
Yes — Aurai detects the reason code, assembles the specific evidence stack for it, and submits before the deadline. 25% only on disputes we win.
Reason code details reflect the current Visa rules as of July 2026 and may change. Visa is a trademark of its respective owner. Aurai is independent and not endorsed by Visa. Always check the current official rules before acting on any specific tactic.