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Response LetterAll GatewaysCredit Not Processed

Credit Not Processed Response Letter Template

A response letter template for credit not processed and refund dispute chargebacks. Covers refund documentation, policy defense, and processing timeline evidence.

Evidence Checklist (10 items)

  • 1Refund policy as shown at checkout
  • 2Refund processing confirmation
  • 3Refund transaction ID and date
  • 4Bank processing timeline documentation
  • 5Customer refund request records
  • 6Communication about refund status
  • 7Return tracking if applicable
  • 8Restocking fee disclosure
  • 9Policy exception documentation
  • 10Credit memo or adjustment receipt

Structuring your credit response

Your approach depends on whether a refund was processed, is pending, or was not warranted. Open by clearly stating which scenario applies, then present the supporting evidence for your position.

Refund already processed

If the refund was issued, present the refund transaction record with the date, amount, and transaction ID. Show the processing timeline and explain that bank processing can take 5 to 10 business days. Include your processor's confirmation that the refund was successfully processed.

Refund not warranted

If no refund is due, present your refund policy as shown at checkout, the customer's acceptance of these terms, and the specific reason the transaction does not qualify. Be direct about why the policy excludes this transaction while remaining professional.

Refund pending or in process

If the refund was in process when the chargeback was filed, show the refund initiation date and expected completion timeline. Explain that the chargeback and refund may cross, potentially resulting in a double credit. Request that the dispute be closed based on the pending refund.

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Frequently Asked Questions

What if I refunded to a different payment method?↓
Show the refund was processed and where it was sent. If the customer requested a refund to a different method, include that request. If you refunded to store credit, show the policy allowing this and the customer's agreement.
How do I prevent double refunds during a dispute?↓
Note in your evidence that a refund was processed on a specific date. If the dispute is also resolved in the customer's favor, you will be debited twice. Request that the card network account for the already-processed refund in their decision.
What if my refund policy was not clearly displayed?↓
Focus on any terms the customer agreed to at checkout. If your policy visibility was insufficient, consider accepting the chargeback and improving your checkout policy display to prevent future disputes.

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