ChargebackKit
Evidence ChecklistAll GatewaysCredit Not Processed

Credit Not Processed Evidence Checklist

Evidence checklist for credit not processed and refund not received chargebacks. Covers refund documentation, processing timelines, and Visa 13.6 / Mastercard 4860 requirements.

Evidence Checklist (12 items)

  • 1Refund policy documentation
  • 2Return receipt or confirmation
  • 3Refund processing records
  • 4Bank or processor refund confirmation
  • 5Transaction history showing refund
  • 6Customer communication about refund
  • 7Refund timeline explanation
  • 8Return shipping tracking if applicable
  • 9Restocking or processing fee disclosure
  • 10Credit memo or adjustment record
  • 11Refund denial reason if applicable
  • 12Policy exception documentation

Credit Not Processed overview

This chargeback occurs when a customer claims they were promised a refund or returned a product but the credit was never processed. Winning requires showing either that the refund was processed, that no refund was due based on your policies, or that the return was never received.

Refund already processed

If you did process the refund, provide the refund transaction ID, processor confirmation, the date it was issued, and the amount. Show that the refund was sent to the same card used for the original purchase. Processing delays of up to 10 business days are normal and should be explained.

No refund due

If no refund was warranted, show your refund policy as displayed at checkout, the customer's acceptance of these terms, and the specific reason the transaction does not qualify for a refund. Common reasons include past the refund window, digital product already accessed, or custom/personalized items.

Return not received

If the customer claims to have returned a product but you never received it, document your return process, the return shipping address provided, and show that no return package was received. If you provided a prepaid return label, show the tracking indicates the package was never shipped.

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Frequently Asked Questions

What if the refund is still processing when the chargeback is filed?↓
Show the refund initiation record with timestamp. Explain the processing timeline to the card network. If the refund completes during the dispute process, submit the completion confirmation as supplemental evidence.
Can I deny a refund if the customer missed my return window?↓
Yes, if your refund policy clearly states the return window and this policy was visible at checkout. Show the policy, the purchase date, the dispute or return request date, and demonstrate the window had passed.
What if the customer returned a different or damaged item?↓
Document the return with photos and inspection records. Show the original item shipped versus what was returned. If your return policy excludes damaged or incorrect returns, cite the specific policy language.

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