Consumer Disputes
13.6 Credit Not Processed
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)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
If the credit was processed or not owed, submit documentation proving the issue was resolved or no refund was due:
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Provide records showing the credit was issued, including date, amount, and transaction ID
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Include return or cancellation policies and evidence the cardholder didn’t meet refund conditions
How to prevent?
Process refunds quickly and keep customers informed to avoid misunderstandings:
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Issue credits promptly and email confirmation when processed
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Make return and cancellation policies clear and accessible