Visa Reason Code 13.4

The cardholder claims the item they received is counterfeit, not genuine.

A customer believes (rightly or wrongly) that the product they received is not an authentic version of what was advertised.

Serious reputationally — proof of sourcing/authenticity matters more here than standard order evidence.

Supplier/authenticity documentation, sourcing records, or brand authorization proving the item is genuine.

Not retaining supplier invoices or authenticity documentation for branded goods.