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Amex R13: No Reply
What it means: An inquiry was sent before the chargeback and the issuer / network says no reply (or an insufficient reply) was received in time.
How to respond: Respond completely this time: address every point from the original inquiry and include all supporting documents.
Stripe usually labels this dispute as: general (check the reason shown on your dispute — Stripe maps network codes to its own categories).
Evidence checklist
- Copy of the original inquiry and any reply you sent (with date)
- Receipt / invoice showing what was purchased, price, date and the customer's details
- Shipping documentation: carrier, tracking number, delivery date and delivery address matching the address on the order
- Customer communication (emails, chat, support tickets) — especially anything where the customer acknowledges the order or the product
Tips
- Address the specific reason code — a generic letter that argues the wrong issue is a common reason responses fail.
- Submit before the evidence due date shown in your Stripe/Shopify dashboard; most processors allow one submission.
- Keep it factual and concise; label each exhibit.
- If the customer is right, accepting the dispute or refunding may cost less than fighting it.
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DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
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