Visa Reason Code 13.7

The cardholder cancelled the order before it was fulfilled, but was still charged.

A cancellation request came in before fulfillment, but the charge wasn't reversed or the order wasn't stopped in time.

Proof of your cancellation policy and the order's fulfillment status at the time of the cancellation request is central.

Order status/fulfillment timeline and your stated cancellation policy, showing whether the request came before or after shipment.

Not having a clear, documented cutoff for when an order can no longer be cancelled.