How to win Visa 13.6 (credit not processed) — the mechanical dispute

What Visa 13.6 covers

Visa 13.6 is "Credit Not Processed." Cardholder claims merchant agreed to a refund but never processed it.

Common triggers:

• Refund processed but not yet visible on statement
• Refund denied per policy but cardholder disagrees
• Refund fell through the cracks operationally
• Cardholder disputing before merchant's stated refund window elapsed

The evidence stack

For 13.6 representment:

1. Credit transaction record — processor's credit transaction ID and settlement date.
2. Return policy at purchase — policy shown at checkout, screenshot with timestamp.
3. Support communication — any refund decision communicated to cardholder.

Win rates:

• Credit was processed: 90–95%. Almost automatic — issuer sees the credit in their own system.
• Credit denied per clear policy: 55–75%. Depends on policy clarity.
• Credit owed but not issued: 0%. Issue immediately + concede.

The policy-based defense

When cardholder disputes a legitimately-denied refund:

"Cardholder [name], order #[X], [date]. Return request received [date], outside our published return policy of [N] days (policy attached, visible at checkout). Refund denied per policy. No credit was owed."

Works when:

• Return policy was clearly displayed at checkout
• Cardholder acknowledged (checkbox at checkout)
• Return was requested outside policy window

Doesn't work when the return policy itself is misleading or hidden (Visa treats dark-pattern policies as unenforceable).