Reference pagesReason codes

Consumer dispute

Visa 13.5: Misrepresentation

A Visa dispute reason code, what it asks you to prove, and what Do The Proof puts in the response.

What this code means

Terms of sale misrepresented (trials, timeshare, etc.)

What the network says wins it

DESC: proof terms were not misrepresented

  • The description or contract the purchase was made under

How Do The Proof handles it

Arrives in Do The Proof as: Product not as described

Proof this usually needs

What the app cannot collect for you

Access activity. If you have login, download or usage records for this customer, add them to your dispute response. Records like these live on your own systems rather than in Shopify, so they have to come from you.

How long you have to respond

Merchant or acquirer response
30 days at each phase
Cardholder dispute window
120 days, or 540 days for delayed delivery

Allocation disputes, which are the 10 and 11 codes, assign liability automatically and can only be contested through pre-arbitration.

Collaboration disputes, which are the 12 and 13 codes, take a merchant response, then issuer pre-arbitration, then arbitration.

Where this comes from

Other Visa consumer dispute codes

Do The Proof drafts dispute responses for Shopify stores. Connect store