Visa 13.7 quick reference: Cardholder claims they cancelled the order or service before delivery but were charged anyway. Merchant has 30 days to respond.
Cardholder's claim
"I cancelled this order but you shipped it and charged me anyway."
Visa 13.7 is similar to 13.2 (cancelled recurring) but for one-time purchases where the cardholder alleges cancellation before delivery. Wins on timeline: if the cancellation request came after fulfillment started, you can defend.
Response deadline
30 days to submit representment. From the chargeback date.
Common triggers
- Cancellation request received after fulfillment started
- Merchant's cancellation window elapsed
- Cardholder confused a delivery estimate with a cancellation right
- Legitimate merchant failure to honor cancellation
Required evidence
Order + fulfillment timeline
When ordered, when fulfilled, when any cancellation was received.
Cancellation policy
Clear terms shown at checkout — cancellation deadline visible.
Delivery proof
If shipped despite cancellation, proof the cancellation came post-fulfillment.
Typical win rates
| Scenario | Win rate | Notes |
|---|---|---|
| Cancellation after fulfillment start | 60–80% | Strong case with clear timeline |
| Legitimate merchant fault | Under 15% | Refund rather than fight |
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
13.2Visa
Cancelled Recurring Transaction
Cardholder claims a recurring subscription charge was made after they cancelled. Common on SaaS, streaming, memberships, and gyms.
C28Amex
Cancelled Recurring Billing
Amex equivalent of Visa 13.2 — cardholder claims a recurring charge was made after they cancelled.
Frequently asked questions
What does Visa 13.7 mean?
Visa 13.7 is the reason code for "Cancelled Merchandise/Services." Cardholder claims they cancelled the order or service before delivery but were charged anyway.
What's the response deadline for Visa 13.7?
Merchants have 30 days to submit representment. From the chargeback date.
What evidence is required to fight Visa 13.7?
Order + fulfillment timeline, Cancellation policy, Delivery proof. Full detail in the Required evidence section above.
Can Aurai handle Visa 13.7 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.