Visa 13.6 quick reference: Cardholder claims the merchant agreed to a refund or credit but never processed it. Highly winnable if the credit was actually issued. Merchant has 30 days to respond.
Cardholder's claim
"The merchant promised me a refund but I never got it."
Visa 13.6 is mechanical — if the credit was processed, produce the credit transaction record and win. If the credit was owed but not processed, issue it immediately and concede the dispute.
Response deadline
30 days to submit representment. From the chargeback date.
Common triggers
- Refund was processed but not yet visible on the cardholder statement
- Refund was denied per return policy but cardholder feels differently
- Refund fell through the cracks operationally
- Cardholder is disputing before waiting the merchant's stated refund window
Required evidence
Credit transaction record
The processor's credit transaction ID and settlement date.
Return policy at purchase
Policy shown at checkout, screenshot with timestamp.
Support communication
Any refund decision communicated to the cardholder.
Typical win rates
| Scenario | Win rate | Notes |
|---|---|---|
| Credit was processed | 90–95% | Almost automatic — issuer sees the credit |
| Credit denied per clear policy | 55–75% | Depends on policy clarity |
| Credit owed but not issued | 0% | Issue immediately + concede |
Win rates reflect Aurai's own book across Stripe, PayPal, and Shopify Payments as of July 2026, plus public MRC Global Fraud Survey 2024 baselines. Your results will vary.
Frequently asked questions
What does Visa 13.6 mean?
Visa 13.6 is the reason code for "Credit Not Processed." Cardholder claims the merchant agreed to a refund or credit but never processed it. Highly winnable if the credit was actually issued.
What's the response deadline for Visa 13.6?
Merchants have 30 days to submit representment. From the chargeback date.
What evidence is required to fight Visa 13.6?
Credit transaction record, Return policy at purchase, Support communication. Full detail in the Required evidence section above.
Can Aurai handle Visa 13.6 automatically?
Yes — Aurai detects the reason code, assembles the specific evidence stack for it, and submits before the deadline. 25% only on disputes we win.
Reason code details reflect the current Visa rules as of July 2026 and may change. Visa is a trademark of its respective owner. Aurai is independent and not endorsed by Visa. Always check the current official rules before acting on any specific tactic.