Visa 13.6 chargeback (credit not processed): what to do
By Zevron · 2 min read · Updated
What a 13.6 dispute claims
Reason code 13.6 is Visa’s credit-not-processed dispute. The cardholder returned something, cancelled, or was offered a refund, and the money never came back. It differs from Visa 13.3, which is about the product itself.
These are mostly process failures: a refund approved in support and never issued in the payment system, or a refund that’s still pending.
You get one submission on Shopify Payments and Stripe. Gather everything first and submit before the due date shown in the dispute.
Pay it or contest it
Pay it when you agreed to a refund or the return was received. Issue the refund, then respond to the dispute with proof it was issued.
Contest it when your policy didn’t entitle the customer to a refund, for example the return window had closed or the item was final sale, and the customer was told so.
The evidence that wins a contested 13.6
| Evidence | Why it matters | Required |
|---|---|---|
| Published refund and return policy | Shows what the customer was entitled to and that it was disclosed at checkout. | Yes |
| Support conversation | Shows what the customer asked for and what you answered. | No, strongly helps |
| Order and delivery record | Shows when the item was delivered, against the return window. | No, helps |
| Refund record | If you issued a refund, the date and amount. | If issued |
Mistakes that lose 13.6 cases
- Approving a refund in support without issuing it in the payment system.
- A policy not visible at checkout.
- Fighting a refund you promised. The conversation is the evidence and it will be read against you.
- Refunding a charge that’s already disputed without checking with your processor first, which can mean paying twice.
Questions
What is Visa reason code 13.6?
Credit not processed. The cardholder says they were promised a refund or credit that never arrived.
Should I contest a 13.6?
Only if no refund was due under your policy. If you promised one, issue it.
What if I already refunded?
Respond with the refund record, showing date and amount. Check with your processor before refunding a charge that is already disputed, to avoid paying twice.