Reason code

13.6 Credit Not Processed

[Consumer Disputes]

Details

Visa reason code 13.6 is used when a cardholder claims they were promised a refund or credit that was never processed. This can happen after a product return, service cancellation, or price adjustment where the merchant agreed to issue a credit but failed to complete the transaction.

These disputes often stem from processing delays, miscommunication, or internal system errors. Even when the refund is legitimate, failure to issue it in a timely manner can lead to a chargeback under this reason code.

Timing to raise the dispute (Issuer/Cardholder)

120daysn/a

Timing to respond to the dispute (Acquirer/Merchant)

30daysn/a

How to respond?

If the credit was processed or not owed, submit documentation proving the issue was resolved or no refund was due:

  • Provide records showing the credit was issued, including date, amount, and transaction ID

  • Include return or cancellation policies and evidence the cardholder didn’t meet refund conditions

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How to prevent?

Process refunds quickly and keep customers informed to avoid misunderstandings:

  • Issue credits promptly and email confirmation when processed

  • Make return and cancellation policies clear and accessible
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