Visa Reason Code 13.6: Credit Not Processed

What Visa Reason Code 13.6 Means

Visa reason code 13.6, titled Credit Not Processed, is filed when a cardholder expected to receive a credit or refund from a merchant but that credit never appeared on their account. The cardholder is not disputing the original charge — they are asserting that a promised or agreed-upon refund was not delivered.

This code arises in situations where a refund was agreed upon verbally, confirmed by email, or required by your own policy, but was never actually processed to the card. It can also apply when a merchant issued store credit instead of a card refund, or when the refund was delayed so long the cardholder stopped waiting and disputed instead.

Cross-Network Equivalent Codes

Common Trigger Scenarios

• Refund promised but never processed. A customer service agent told the customer a refund was coming, or an email confirmation was sent, but the credit was never actually submitted to the payment processor. This is the most common and least defensible 13.6 scenario.
• Refund delayed beyond reasonable timeframe. The merchant initiated the refund, but due to internal delays, batch processing issues, or manual steps in the workflow, the credit did not post within a billing cycle. The cardholder sees no credit and disputes.
• Store credit issued instead of card refund. The merchant issued a gift card, store credit, or account balance credit when the customer expected a refund to their original payment method. Without explicit customer agreement to the alternative, Visa sides with the cardholder.
• Partial refund dispute. A merchant issued a partial refund, but the customer expected a full refund. The customer disputes the remaining amount as a credit not processed.
• Return received but credit not issued. The customer returned merchandise, the merchant received it, but the credit was not processed — often due to restocking disputes, condition disagreements, or operational gaps between the returns and finance teams.

Key Deadlines & Timeframes

Evidence You Will Need

• Credit transaction record — the processor confirmation showing a credit was issued, with the processing date and amount, ideally before the chargeback was filed
• Refund confirmation sent to the customer — email or SMS notification of the credit, with timestamp showing when the customer was notified
• Refund policy documentation showing the terms the customer agreed to, including any conditions or timelines for credit processing
• Customer communication logs documenting the refund agreement, any conditions attached, and the timeline communicated
• Evidence no refund was owed (if applicable) — documentation showing the transaction was non-refundable under disclosed terms, or that the return conditions were not met

How Merchants Lose This Dispute

• Issuing store credit without agreement. If your policy or customer conversation never explicitly established that store credit was acceptable, refunding to the original payment method is the only defensible option. Store credit-only refund policies must be disclosed prominently at purchase.
• Slow refund processing with no communication. A customer waiting more than 5–7 business days for a refund without proactive status updates will dispute. The longer the gap between the refund agreement and the credit appearing, the more likely the dispute.
• No record of the refund being processed. "We issued it" is not evidence. You need a processor transaction ID, a refund batch record, or a bank confirmation showing the credit was initiated on a specific date.
• Fighting a dispute when the refund is legitimately owed. If your return policy allowed the return and you have the product back, process the refund. The chargeback fee plus ratio damage always exceeds the cost of the refund itself.

Response Framework Overview

1. If credit was already issued: Lead with the processor credit transaction ID, processing date, and customer notification. Present these as your primary evidence that the dispute is moot.
2. If no credit was owed: Document why — non-refundable terms disclosed at purchase, return condition not met, or the customer's request fell outside your stated policy window.
3. Address the customer's specific claim. If they claim a refund was promised, document whether that promise was made, by whom, and under what conditions.
4. Show refund policy disclosure. Demonstrate the customer was informed of refund terms at the time of purchase.

Prevention Tips

• Process refunds within 3 business days of approval. The faster a refund appears on the customer's statement, the lower your 13.6 volume. Delays in the internal approval chain are the leading cause of avoidable 13.6 disputes.
• Send automated refund confirmation emails immediately. The moment a refund is submitted to your processor, send the customer a confirmation with the expected posting timeframe. This prevents them from disputing before the credit appears.
• Always refund to the original payment method. Unless the customer explicitly agrees to store credit or an alternative, card refunds are the only safe option.
• Log every refund commitment in your CRM. If a customer service agent promises a refund, that commitment must be tracked and confirmed as processed. Untracked verbal commitments are the most common source of preventable 13.6 chargebacks.

Frequently Asked Questions

What is the most common reason merchants lose 13.6 disputes?

Failing to issue a credit within a reasonable timeframe after agreeing to refund the customer. If you verbally promised a refund, issued a store credit when a card refund was expected, or delayed processing beyond what your policy states, you have very little ground to fight the chargeback. The best response is to issue the credit immediately and provide proof to your acquirer.

Can I fight a 13.6 if I issued the refund but the customer still disputes?

Yes — and this is one of the most winnable 13.6 scenarios. If you issued the credit before the dispute was filed, present the credit transaction ID, processing date, and the credit confirmation sent to the customer. If the credit was issued after the dispute, it still resolves the financial issue but you cannot representment on those grounds.

How long do I have to issue a refund before a customer can file a 13.6 chargeback?

Visa does not specify an exact number of days, but industry standard is that a credit should appear within 3–5 business days. If you are taking longer than one billing cycle to process a refund, expect the customer to dispute rather than wait.

Does a store credit satisfy a 13.6 dispute?

Only if the customer agreed to store credit instead of a card refund. If the customer expected a refund to their original payment method and received a store credit instead, Visa will generally side with the cardholder. Always refund to the original payment method unless the customer explicitly agrees to an alternative.

Related Codes & Resources