Visa reason code
Visa reason code 13.6: Credit Not Processed
A refund or credit the cardholder expected was never processed.
Network: VisaCategory: Consumer DisputeResponse window: ~30 days
What Visa 13.6 means
Visa 13.6 applies when a cardholder was promised a credit or refund that was never processed. It covers refunds you agreed to but did not issue, or that the client believes they were owed.
When issuers use it
An issuer raises 13.6 after a client reports an expected refund or credit did not appear on their statement.
Mistakes that lose this dispute
- Promising a refund and not issuing it before the dispute
- Having no clear policy on when refunds are due
FAQ
Frequently asked questions
The customer says I never refunded them. What do I do?
If you issued the credit, show the dated proof with its reference. If a refund wasn't owed, show your accepted refund policy and why it did not apply.
I issued a refund but still got a chargeback. What now?
Submit proof of the credit (date, amount, reference). Issuers reverse these once you show the refund was already processed.