Reason code

Visa reason code 13.8 is used when a cardholder claims they did not receive the funds from an original credit transaction (OCT). OCTs are often used for refunds, payouts, or disbursements—such as insurance claims, gig economy earnings, or gambling winnings—credited directly to the cardholder’s account.

This dispute typically arises when the funds are delayed, misrouted, or not accepted by the issuer. While it may be due to system issues or processing errors, the merchant is responsible for ensuring the credit was completed successfully.

‍

If the original credit was successfully processed and accepted, submit proof confirming completion:

• Provide transaction records showing the OCT was approved and settled, including date, amount, and reference number
  
  
• Include processor confirmation or logs verifying the credit reached the cardholder’s account
  
  

‍

Ensure original credits are processed accurately and confirmed by the issuer:

• Work with your processor to verify acceptance of all OCTs and track disbursements
  
  
• Notify customers when funds have been sent and provide support if delays occur
  
  

‍