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.
If the credit was processed or not owed, submit documentation proving the issue was resolved or no refund was due:
Process refunds quickly and keep customers informed to avoid misunderstandings: