Visa 13.6: Credit Not Processed

What this code means

The cardholder returned goods, cancelled a service, or was told a refund was due, and says the credit was never issued.

This code is frequently a timing problem rather than a genuine dispute. A refund issued days before the dispute may not have settled to the cardholder's statement yet.

Evidence commonly relevant

• The refund record from your processorShowing the amount, the date, and the destination, ideally with the acquirer reference.
• Your refund policy as displayed at purchaseRelevant where you argue that no refund was owed.
• Return tracking, where goods were sent backEstablishing whether and when the goods actually reached you.
• Correspondence about the refundIncluding anything you told the cardholder about timing.

Where these cases commonly fall down

• A refund issued as store credit or to a different payment method, which usually does not satisfy this code.
• A partial refund where the cardholder expected the full amount, which turns the dispute into an argument about the policy.
• Restocking or handling fees that were not clearly disclosed before purchase.
• Long refund processing times that are not communicated, which cause disputes that need not have happened.

Response considerations

• Check first whether the refund was in fact issued. If it was, supplying the processor record often ends the matter quickly.
• If the refund is genuinely owed and has not been paid, contesting is usually a poor use of time compared with paying it.
• Where a fee was deducted, show that the fee was disclosed before purchase, not merely that it exists in your policy.

How ChargebackDossier handles this code

Selecting Visa 13.6 on a case loads the response strategy and the evidence types associated with it, and sets a response deadline from the representment window. As you upload documents they are filed into the twelve evidence categories the dossier is indexed by, and the case strength score reports which of the expected evidence types are still missing for this specific code.

When the file is ready, the case review reads what you have actually uploaded and writes back the gaps, and the response letter is drafted around those exhibits by name. Both export as PDFs alongside the indexed evidence dossier.