What the cardholder is claiming
“You said I’d get a refund, and I never got it.”
Either show the refund was issued (with its date and reference), or show why the policy didn’t entitle the customer to one.
Evidence that wins a Visa 13.6 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
Refund issued, or none owed Required
Shows the credit was already processed, or why the cardholder isn't owed one.
Refund policy accepted Required
The refund or return policy the cardholder agreed to, and that it was disclosed at purchase.
Return not received Recommended
If a refund depends on a return: the goods never came back.
Correspondence about the refund Recommended
Shows what the cardholder asked for and what they were told.
How to respond to a Visa 13.6 dispute
- 1
Check the due date in your processor’s dispute dashboard. Responses that arrive late lose, however strong they are.
- 2
Collect the required evidence: refund issued, or none owed, refund policy accepted.
- 3
Add what strengthens the case: return not received, correspondence about the refund.
- 4
Write a short response that answers the cardholder’s claim point by point, and cite the exact document and page behind each point.
- 5
Combine it into one clean package and submit it through your processor’s dispute portal.
Why Visa 13.6 chargebacks happen
- A promised refund was delayed or never issued.
- The return wasn’t received or inspected in time.
- The customer expected a refund the policy didn’t allow.
How to prevent them
- Issue refunds promptly, and email the customer the refund reference.
- Publish a clear return and refund policy and show it at checkout.
- Tell the customer when their return arrives and what happens next.
Visa 13.6 chargeback FAQ
- What does Visa reason code 13.6 mean?
- Credit Not Processed. The cardholder says they were promised a refund or credit — after a return or cancellation — that never arrived.
- What evidence do I need to win a Visa 13.6 chargeback?
- Required: refund issued, or none owed, refund policy accepted. Also strengthens your case: return not received, correspondence about the refund.
- How do I respond to a Visa 13.6 chargeback?
- Gather the evidence above, write a response that answers the cardholder’s claim point by point and ties each point to a document, and submit it through your processor’s dispute portal before the due date shown there. Chargeback Warden checks your evidence against the Visa 13.6 checklist and drafts the cited response for you to approve.