ChargebackKit
VisaConsumer DisputeUpdated June 2026

Visa Reason Code 13.6: Credit Not Processed

The cardholder says you promised a refund or credit that never appeared on their statement.

Respond within ~30 days
Often winnable

Your strongest argument

The refund was already issued (here is the processor reference and settlement date), or no credit was owed under accepted terms.

Evidence that wins a Visa 13.6 dispute

  • Processor refund confirmation with transaction/reference ID
  • Date the credit was issued and when it settled
  • Your refund / no-return policy the customer accepted
  • Communication showing whether a refund was actually owed

Ordered strongest first — lead your rebuttal with the items at the top.

Not sure you have enough to win?

Run a free 60-second readiness check for Visa 13.6. Answer a few yes/no questions and get a 0–100 score, a green/amber/red evidence checklist, and your exact response deadline — no signup.

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How processors label this dispute

ProcessorWhat you'll see
Stripereason: credit_not_processed

Where to pull this evidence

Prove you issued the credit, or that none was owed. Here's exactly where the relevant records live in each processor dashboard — gather them free before you build your pack.

Stripe

Dashboard → Payments → Disputes (or the email alert from Stripe).

  • AVS & CVC check results: Open the original payment → Payment details → "Checks" (CVC, ZIP, address).
  • Customer email, IP, and device: Payment → Customer section and the "Risk insights" / Radar panel.
  • Receipt / order confirmation: Payment → "Send receipt" or your order-management system; export the PDF.
  • Refund history & reference IDs: Payment → Timeline shows any refunds with their re_… reference IDs.

Shopify Payments

Shopify admin → Orders → the flagged order → "Chargeback" banner, or Settings → Payments → Manage disputes.

  • Order & fulfillment details: Orders → the order → Fulfillment + Timeline (shows when items shipped).
  • Tracking number & carrier: Orders → Fulfillment → tracking; confirm "Delivered" status with the carrier.
  • Customer info & IP: Order → Customer section; Order → Additional details / fraud analysis for IP and AVS/CVV.
  • Fraud analysis (AVS/CVV/risk): Order → "Fraud analysis" panel shows AVS, CVV, and Shopify’s risk indicators.

Square

Square Dashboard → Disputes (or Balance → Disputes), or the email from Square.

  • Transaction & receipt: Transactions → the payment → receipt; "Resend receipt" for a copy.
  • Card-present / chip details: Transaction detail shows entry method (chip, tap, keyed) — chip reads support card-present disputes.
  • Customer details: Customer Directory → the customer; or the transaction’s customer section.
  • Itemization & amount: Transaction → itemized breakdown to rebut "incorrect amount" claims.

PayPal

PayPal → Resolution Center → the open case (Dispute, Claim, or Chargeback).

  • Transaction details & ID: Activity → the transaction → details; note the Transaction ID.
  • Proof of delivery / tracking: Resolution Center → "Respond" → add tracking number + carrier (PayPal validates delivery).
  • Proof of shipment / service: Resolution Center evidence upload: invoice, shipment receipt, or service-completion proof.
  • Buyer communication: Resolution Center message thread + your own email records with the buyer.

Build a submission-ready Visa 13.6 response

ChargebackKit assembles your evidence into a formatted, labeled rebuttal pack with the exhibits and response letter card networks expect — pre-mapped to Credit Not Processed disputes.

Build your evidence pack — $19

Or run the free readiness check first.

Frequently asked questions

What is Visa reason code 13.6?↓
Visa 13.6 ("Credit Not Processed") is filed when a cardholder was promised a refund or credit that they say never posted.
How do I respond to a 13.6 chargeback?↓
If you already refunded, submit the processor confirmation and settlement date — the dispute resolves in your favor. If no refund was owed, submit the policy the customer accepted.
Why is 13.6 considered easy to win?↓
Because the facts are usually binary: either the credit was issued (proven by a processor reference) or it was never owed under disclosed terms.

Where to go next

Build the pack for Credit Not Processed disputes, or dig into the matching guide, template, and processor evidence requirements.

Build the pack for this dispute

Updated June 2026. Reason-code meanings and evidence requirements are sourced from card network documentation and may change; always check your processor dashboard for the exact deadline and label on your dispute.