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Visa 13.6 - Credit Not Processed

Cardholder claims they were promised a refund that was never received.

Overview​

This dispute occurs when a merchant agreed to issue a refund but the cardholder's account was never credited. Can also apply when a return was received but refund not issued.

When This Code Applies​

  • Refund promised but not issued
  • Return received, no credit processed
  • Cancellation refund not given
  • Partial refund missing
  • Credit delayed beyond reasonable time

Conditions for Valid Dispute​

Cardholder Must​

  1. Have been promised a refund
  2. Returned merchandise (if applicable)
  3. Not received credit
  4. Waited reasonable time

Common Scenarios​

ScenarioIssue
Return shippedMerchant received, no refund
CancellationAgreed to refund, not processed
Partial refundPromised $100, received $50
Service issueCredit promised, never issued

Time Frames​

ScenarioDispute Window
Standard120 days from expected refund date
After return120 days from return delivery

Representment Options​

1. Refund Was Issued​

Evidence required:

  • Credit transaction record
  • Settlement confirmation
  • Date credit processed
  • ARN (Acquirer Reference Number)
  • Statement showing credit

2. No Refund Was Owed​

Evidence required:

  • Return policy violation
  • Merchandise not returned
  • Outside return window
  • Condition/use disqualification

3. Return Not Received​

Evidence required:

  • Tracking showing no delivery
  • Warehouse receiving logs
  • Return label not used
  • Package not scanned

4. Partial Credit Appropriate​

Evidence required:

  • Restocking fee policy
  • Condition of return
  • Missing items
  • Agreed deductions

Prevention Strategies​

Refund Processing​

  1. Process promptly - Within 3-5 business days
  2. Notify cardholder - Email when refund processed
  3. Include ARN - Reference number for tracking
  4. Follow up - Confirm receipt

Return Tracking​

  1. Prepaid labels - Easy tracking
  2. Scan on receipt - Log when received
  3. Photo returned items - Document condition
  4. Notify on receipt - Tell customer you have it

Communication​

  1. Set expectations - Timeline for refund
  2. Confirmation emails - When refund processed
  3. Reference numbers - For customer tracking
  4. Contact info - If issues arise

Record Keeping​

  1. Return shipping proof - Tracking numbers
  2. Refund transactions - Full records
  3. Customer correspondence - All communications
  4. Policy acknowledgments - Terms accepted

Win Rate Expectations​

Defense TypeExpected Win Rate
Refund issued (with proof)85-95%
Return not received (tracking)70-85%
No refund owed (policy)60-75%
Refund delayed, now processed80-90%

Common Mistakes​

  1. Slow refund processing - Cardholder files before refund
  2. No notification - Customer doesn't know refund processed
  3. Missing ARN - Can't prove credit issued
  4. Different card - Refund to wrong card
  5. No return tracking - Can't prove return wasn't received

Refund Best Practices​

Timing​

StageAction
Return receivedProcess within 48 hours
CancellationProcess same day
Service creditProcess within 24 hours
Cardholder emailSend immediately after processing

Documentation​

Keep for every refund:

  • Original transaction
  • Return tracking (if applicable)
  • Refund transaction
  • ARN
  • Customer notification
  • Settlement confirmation
  • 13.1 - Not Received
  • 13.2 - Cancelled Recurring
  • 13.3 - Not as Described
  • 13.7 - Cancelled Merchandise/Services

See Also​