← Shopify dispute types

Shopify chargeback reason: Credit not processed

What it means: The customer says they were promised a refund or credit that never arrived.

Try first: Check whether you already refunded. Note that Shopify does not let you refund an order while its chargeback is open.

Evidence checklist

• Refund record (date, amount) if you already refunded
• Refund policy the customer accepted, showing why no refund was owed
• Evidence a return was not received, or was outside the policy window
• Communication with the customer

Related card network reason codes

The issuer's reason code (if shown) is more specific:

• Visa 13.6 — Credit Not Processed
• Amex C02 — Credit Not Processed
• Discover RN2 — Credit Not Received

Good to know

• Shopify Payments generally adds available order data (such as product details, billing and shipping addresses, and tracking) to your response automatically and submits it on the due date; you can add more evidence before then.
• Evidence deadlines are typically 7 to 21 days after the chargeback is filed — use the due date shown in your Shopify admin.
• Once the bank decides, the outcome is final; you cannot add evidence or appeal through Shopify.
• If the customer agrees to drop the dispute, they need an official withdrawal letter from their bank (a statement screenshot is not enough); submit it as evidence.
• Banks often receive evidence by fax: use clear, high-contrast documents that print well in black and white.

Source: Shopify Help Center. Shopify isn't involved in deciding chargeback outcomes; the card issuer decides.

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.
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