Reason-code guide

Visa 13.1: Not received

The cardholder says the order never arrived. The letter proves delivery to the right address, or shows that a credit or resolution already happened.

Preview guide. The paid generator builds this letter from your transaction details, for $15 flat, in about five minutes. Start your letter on the live tool.

What the code alleges

The cardholder says the order never arrived. The letter proves delivery to the right address, or shows that a credit or resolution already happened.

The evidence that answers this accusation

Carrier tracking with an actual delivery scan
Delivery address matched to the order
Signature capture where available
Expected delivery date documentation
Proof a credit or refund was processed, if any
A signed letter that the cardholder no longer disputes, if you have one

A shipment scan alone is weaker than a delivery scan. The letter should lead with the delivery scan and the address match.

Fill-in letter outline

Open with the case header and reason code. State the delivery date, the delivery address, and the tracking result in one paragraph. Attach the tracking record and address match in exhibit order. Close by requesting reversal.

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Representment guidance only. Always follow your acquirer's current filing instructions and the deadline on your processor notice.