← Reason code checker
Visa 13.6: Credit Not Processed
What it means: The cardholder says they were promised a refund/credit that was not processed.
How to respond: Show a refund was already issued, or that no refund was owed under the policy the customer accepted.
Stripe usually labels this dispute as: credit_not_processed (check the reason shown on your dispute — Stripe maps network codes to its own categories).
Evidence checklist
- If you already refunded: refund ID, date and amount (Stripe shows this on the payment)
- Refund / return policy and evidence it was shown to the customer at checkout
- Evidence that no refund or credit is owed — e.g. return never received, or the request fell outside the stated policy
- Customer communication (emails, chat, support tickets) — especially anything where the customer acknowledges the order or the product
- Receipt / invoice showing what was purchased, price, date and the customer's details
Tips
- Address the specific reason code — a generic letter that argues the wrong issue is a common reason responses fail.
- Submit before the evidence due date shown in your Stripe/Shopify dashboard; most processors allow one submission.
- Keep it factual and concise; label each exhibit.
- If the customer is right, accepting the dispute or refunding may cost less than fighting it.
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DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
DisputeDesk is operated by Avenbridge Technology Limited (Hong Kong). Privacy