If a U.S. credit-card order never arrives, contact the seller promptly and send your card issuer a written billing-error dispute. The issuer generally must receive that dispute within 60 days after the first statement showing the error was sent. A payment-network label such as Visa 13.1 does not replace that federal deadline.

This process applies to U.S. credit cards. Debit cards, prepaid cards, payment apps, bank transfers, and marketplace protection programs can have different procedures and deadlines.

Identify the problem accurately

The facts of the transaction matter more than a code found online:

If the promised delivery date hasn't passed, ask the seller for an updated delivery date. Once that date passes, preserve the tracking record and explain the delay rather than selecting a network code based on a search result.

What Visa 13.1 and other reason codes mean

Chargeback reason codes are payment-network classifications used by issuers, merchants, and acquiring banks. They help route and evaluate a dispute, but they aren't a list of consumer rights and don't create a universal filing deadline.

Visa 13.1 is generally associated with merchandise or services not received. Mastercard 4853 is a cardholder-dispute category that may appear on transaction complaints, including non-delivery claims. American Express uses its own labels and may show a plain-language description instead of a network code.

You usually don't need to choose the code yourself. Describe what happened, when delivery was promised, what the tracking record says, and what the seller did in response. If the item arrived with a defect or was materially different from the listing, say so instead of describing it as never delivered.

The code doesn't guarantee a refund. The issuer may review the order records, delivery evidence, seller's response, and rules that apply to the card and transaction.

The key deadline for a U.S. credit-card dispute

For the federal credit-card billing-error process, the main deadline is generally 60 days after the issuer sent the first statement containing the billing error. The clock doesn't necessarily start on the purchase date or the day you realized the package was missing.

Part of the process General timing What to do
Written dispute to the issuer Within 60 days after the first statement with the error was sent Send it to the billing-dispute address on your statement
Issuer acknowledgment Within 30 days, unless the problem is resolved sooner Keep the acknowledgment
Investigation and decision Within two billing cycles, but no more than 90 days after receiving the dispute Respond promptly to requests for information
Network or issuer chargeback window Varies by card and claim type Follow the issuer's instructions rather than relying on a general online deadline

The Federal Trade Commission's guidance on credit-card billing errors says some issuers may extend the 60-day period when a shipment is delayed. Ask how your issuer calculates the deadline, but don't assume an extension will be granted.

References to 120-day or longer chargeback periods usually concern network or issuer procedures. Those periods can vary by transaction and circumstances. They aren't a universal substitute for the federal 60-day billing-error deadline.

Gather the records that explain the timeline

Save copies of:

A concise chronology is more useful than a large collection of unrelated screenshots. Note the purchase date, promised delivery date, last tracking update, dates you contacted the seller, and any response.

If tracking says the item was delivered, address that scan directly. Explain, for example, that the carrier used an incorrect address, left the package in an inaccessible location, or recorded a delivery you can't verify. Ask the seller or carrier to investigate and include the result.

How to dispute a non-delivered order

1. Check the order and delivery record

Confirm the merchant name, purchase date, amount, shipping address, and expected delivery date. Check whether the order was split into multiple shipments or whether the seller sent a back-order notice.

If the delivery date has passed, record the last tracking update and the steps you've taken to resolve the problem.

2. Contact the seller in writing

Ask for a specific remedy, such as a refund or replacement. Use email or the seller's support system so you have a dated record. Include the order number and state that the goods or services weren't delivered as agreed.

Contacting the seller may resolve the problem faster, but don't let it delay your issuer dispute beyond the 60-day deadline. Keep the seller's response, or proof that it didn't respond.

If the seller issued a full refund, check your statement before disputing the same amount. If the refund was partial, identify the remaining amount in your claim.

3. Send written notice to the card issuer

Use the billing-dispute or billing-inquiries address shown on your statement. It may be different from the address used for payments. If the issuer accepts online disputes, follow its instructions, but send written notice when you want to rely on the federal billing-error process.

Include:

You can use wording like this:

I dispute the $ charge from dated . The order was expected on , but I have not received it. I contacted the seller on and requested . The seller responded ___, or did not respond. Please investigate this billing error. I have enclosed the order confirmation, delivery information, and correspondence.

Send the dispute early enough for the issuer to receive it within the deadline. Keep a complete copy and proof of delivery or electronic submission.

4. Pay the undisputed part of the statement

According to the FTC's credit-card dispute guidance, you generally don't have to pay the disputed amount or related finance and other charges while the issuer investigates. You should still pay undisputed purchases and follow the issuer's instructions about the minimum payment.

Don't stop paying the entire statement because one order is under review. Monitor the account for a temporary credit, a reversal, or a request for more information.

5. Review the decision

The issuer may ask for additional documents or provide the merchant's delivery evidence. Respond by the stated date and keep your response focused on the disputed transaction.

If the issuer denies the claim, ask for:

If the merchant's evidence shows delivery, explain why it doesn't establish receipt by you. An incorrect address, a carrier admission, or a delivery photo that doesn't match your property may be relevant. A chargeback isn't guaranteed, and the network code alone won't decide the outcome.

If you used another payment method

The federal credit-card billing-error process doesn't automatically apply to debit cards, prepaid cards, payment apps, or bank transfers. Contact the bank, card provider, payment app, or marketplace as soon as you notice the problem and ask for its non-delivery procedure.

Marketplace protection and payment-app policies may have their own evidence requirements and deadlines. If you bought through a marketplace, report the missing order to the seller and use the platform's official claim process.

Common questions

Does Visa 13.1 guarantee that the charge will be reversed?

No. Visa 13.1 is a network category generally associated with merchandise or services not received. The issuer still reviews the facts and evidence before deciding whether to credit or reverse the charge.

Do I always have 120 days to file a non-delivery chargeback?

No. For the U.S. federal credit-card billing-error process, the key deadline is generally 60 days after the first statement showing the error was sent. Network and issuer procedures may use different periods, so contact the issuer promptly.

What if tracking says the package was delivered?

Ask the seller and carrier to investigate, then explain the delivery problem to the issuer. Include the tracking record and evidence showing why the scan doesn't establish that you received the order.

What if the seller promised a refund but it hasn't appeared?

Give the issuer the refund confirmation, the promised posting date, and the statement showing the missing credit. This may be a refund-not-received dispute rather than a non-delivery claim.

Can I dispute a charge made with a debit card?

You can ask the debit-card provider to investigate, but its process and deadlines differ from the federal credit-card rules. Report the issue immediately and follow its instructions.

If the 60-day deadline is approaching, send the written notice to the issuer's billing-dispute address now and keep proof that it was received.

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