# Visa 13.6 - Credit Not Processed
Source: https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-6-credit-not-processed

Last updated 24 October 2026.

TL;DR

-   You promised a refund and the customer never got it
-   Dispute window is 120 days from the expected refund date, or 120 days from when your return was delivered
-   You win by showing the credit actually went out, with the refund transaction ID and date
-   Process refunds the day you agree to them. A slow refund turns into a chargeback plus a fee

## Got this code?

**Your deadline:** The date on your notice wins. Visa's standard response window is 30 days, and your processor can set an earlier one.

**The claim:** The cardholder says you promised a refund and it never arrived.

**Records that answer it:**

1.  The credit transaction record, with its date
2.  The ARN, so the cardholder can trace it
3.  Settlement confirmation from your processor
4.  If no refund was owed: your return policy and proof the return didn't qualify or arrive

**Next:** [Decide whether it's worth fighting](https://paymentsandrisk.com/docs/chargebacks/your-first-chargeback/#should-you-fight-it), then build the response with the [Representment Workflow](https://paymentsandrisk.com/docs/operations/representment-workflow/).

## 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

| Scenario | Issue |
| --- | --- |
| Return shipped | Merchant received, no refund |
| Cancellation | Agreed to refund, not processed |
| Partial refund | Promised $100, received $50 |
| Service issue | Credit promised, never issued |

## Time Frames

| Scenario | Dispute Window |
| --- | --- |
| Standard | 120 days from expected refund date |
| After return | 120 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

## Which defenses hold up

| Defense Type | What the evidence needs to show |
| --- | --- |
| Refund issued (with proof) | Credit and settlement records show the refund |
| Return not received (tracking) | Tracking and receiving logs show no return delivery |
| No refund owed (policy) | Policy and return records show why no refund was owed |
| Refund delayed, now processed | Keep the credit record and processing date |

Track your own [win rate by reason code](https://paymentsandrisk.com/docs/chargebacks/metrics/).

## 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

| Stage | Action |
| --- | --- |
| Return received | Process within 48 hours |
| Cancellation | Process same day |
| Service credit | Process within 24 hours |
| Cardholder email | Send immediately after processing |

### Documentation

Keep for every refund:

-   Original transaction
-   Return tracking (if applicable)
-   Refund transaction
-   ARN
-   Customer notification
-   Settlement confirmation

## Related Codes

-   [13.1](https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-1-not-received/) - Not Received
-   [13.2](https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-2-cancelled-recurring/) - Cancelled Recurring
-   13.3 - Not as Described
-   13.7 - Cancelled Merchandise/Services

## 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

## See Also

-   [Refund Policy](https://paymentsandrisk.com/docs/chargebacks/refund-policy/)
-   [Refund Strategy](https://paymentsandrisk.com/docs/chargebacks/refund-strategy/)
-   [Settlement & Reconciliation](https://paymentsandrisk.com/docs/payments/settlement/)