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Chargeback Reason Code 60: A Complete Guide for Merchants

What Is Chargeback Reason Code 60?

Chargeback reason code 60 is part of the Visa chargeback reason code framework, and it refers specifically to “Goods/Services Not Provided or Not Received.” It’s one of the most common disputes merchants face when customers claim they didn’t receive what they paid for.

If you’re running an eCommerce or service-based business, understanding chargeback reason code 60 is critical for protecting your revenue.

In this comprehensive guide, we cover:

  • What reason code 60 means

  • How Visa processes these chargebacks

  • How to respond effectively

  • Prevention strategies

  • And how AI tools like AutoDispute.ai simplify and strengthen your response process

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Table of Contents

  1. Overview of Visa Chargeback Reason Codes

  2. What Triggers Reason Code 60?

  3. Chargeback Workflow: Code 60

  4. Merchant’s Response Strategy

  5. Evidence Required

  6. Prevention Best Practices

  7. Why AI Is Critical to Win Disputes

  8. FAQs

  9. Final Thoughts & CTA

1. Overview of Visa Chargeback Reason Codes

Visa groups disputes into categories using specific codes. These chargeback reason codes explain why a cardholder initiated the dispute. Code 60 falls under the “Consumer Disputes” category.

Other related codes include:

  • Code 13.1: Merchandise Not Received (updated framework)

  • Code 13.2: Canceled Recurring Transaction

  • Code 13.3: Not as Described or Defective Merchandise

However, in many systems or legacy processors, merchants still see code 60 appear frequently.

2. What Triggers Reason Code 60?

Chargeback code 60 is initiated when a customer claims they did not receive:

  • Physical goods

  • Digital products

  • Services (e.g., a consultation, booking, or repair)

Common Situations:

  • The package was delayed or never delivered.

  • Shipping confirmation was sent but the carrier lost it.

  • The merchant failed to deliver a promised service.

  • Subscription services were not fulfilled.

Even when delivery occurred, lack of tracking or clear communication can lead to a dispute.

3. Chargeback Workflow: Code 60 Timeline

Understanding how long a chargeback takes and the exact steps is key.

  1. Dispute Filed by Cardholder

  2. Issuer Initiates Reason Code 60

  3. Acquirer Notifies Merchant

  4. Merchant Has 7–14 Days to Respond

  5. Issuer Reviews Evidence (30–60 Days)

  6. Resolution or Arbitration (if escalated)

Merchants must act fast and submit relevant, persuasive evidence within the allowed window.

4. Merchant’s Response Strategy

When you receive a code 60 dispute, your goal is to prove the customer received what they paid for.

Key response principles:

  • Be prompt: Respond within 7–14 calendar days

  • Be accurate: Submit clear, organized documentation

  • Be relevant: Match evidence to the reason code

5. Evidence Required for Code 60

Visa requires specific types of supporting documentation for this chargeback:

For Physical Goods:

  • Delivery confirmation with tracking number

  • Signature proof (if applicable)

  • Order confirmation email

  • Customer communication history

For Digital Goods:

  • Download logs or timestamps

  • Login records showing usage/access

  • Email confirmation or activation

For Services:

  • Appointment log or confirmation

  • Screenshots of completed work

  • Customer chat confirming service occurred

Merchants must prove fulfillment clearly. Lack of organized data often results in automatic loss.

6. Prevention Best Practices

Avoiding chargeback reason code 60 comes down to proactive communication and recordkeeping.

a. Use Trackable Shipping

Always use a carrier that provides online tracking. Save delivery confirmations and proof of receipt.

b. Automate Confirmation Emails

Send immediate post-purchase emails with delivery/service information.

c. Set Clear Expectations

Outline delivery timeframes and service terms upfront. Include them on checkout pages and invoices.

d. Monitor Red Flags

Unusual orders (high-value, mismatched address, high-risk regions) may need verification before shipping.

e. Offer Responsive Support

Many disputes happen because customers can’t reach you. Quick support often prevents escalations.

7. Why AI Is Critical to Win Disputes

Manually fighting chargebacks is time-consuming and error-prone. AI platforms like AutoDispute.ai automate the entire process:

  • Detect new chargebacks in real time

  • Auto-gather and format relevant evidence

  • Submit to acquirers within deadline

  • Analyze outcomes and optimize responses

Benefits:

  • Higher win rates

  • Less internal workload

  • Faster resolutions

  • Compliance with all Visa requirements

For chargeback code 60, automation ensures you never miss the short response window and always submit compelling data.

8. FAQs

💬 Is chargeback code 60 still active under Visa?

Yes, although newer Visa frameworks may use code 13.1, many processors still reflect code 60 as shorthand.

💬 How long do I have to respond?

Typically 7–14 calendar days after notification, depending on your acquirer or PSP.

💬 Can I win without proof of delivery?

Unlikely. Clear proof of fulfillment is required. If shipping wasn’t tracked, your chances are low.

💬 What if the customer actually received the product but denies it?

Provide proof of delivery, timestamps, or usage logs. Contacting the customer may also resolve the issue informally.

9. Final Thoughts & CTA

Visa chargeback reason code 60 can seriously impact your revenue if you’re not prepared. It’s one of the most preventable and winnable disputes—if you act fast and present solid evidence.

📌 Don’t wait until chargebacks pile up. Let AI automate your process.

Stop losing revenue. Start winning chargebacks—even under tight deadlines.

 
 
 

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