Visa reason code 13.7:
Cancelled Merchandise/Services

What Visa 13.7 means

The cardholder returned merchandise or cancelled services, and expected a credit that has not been processed. It also covers undisclosed no-refund policies, timeshare cancellations and certain no-show fees.

Common causes

• Return or cancellation policy not shown at checkout with a click-to-accept
• Customer cancelled within the policy but the refund was missed
• Customer cancelled outside the policy and expected a refund anyway
• No-show fees charged on cancelled reservations

Evidence that answers it

• Screenshot of the checkout showing the policy with the acceptance checkbox or near the pay button
• The policy text and the date and channel of the cardholder's cancellation
• Proof the goods were not returned, or the service was used after cancellation
• Proof of a credit already processed

How to prevent it

• Display return and cancellation terms in the checkout flow with click-to-accept
• Confirm cancellations in writing with the refund amount
• Keep a dated record of every policy version

Time limits and caveats

Collaboration workflow. The issuer waits 15 days after the return or cancellation (unless the merchant refused it), then files within 120 days of processing or the expected receipt date, never beyond 540 days.

How Verdikx helps with 13.7

Verdikx's cancelled-merchandise playbook for 13.7 assembles the policy shown at checkout, the cancellation timing from helpdesk conversations (beta) and return records from Loop (beta). Its consistency review flags a policy that changed after the order, which banks notice. The AI draft is yours to review.