Visa reason code 13.6
Visa 13.6: Credit Not Processed
What the cardholder is claiming
The cardholder says you promised a refund or credit and never issued it.
The evidence that actually wins
Bank analysts skim responses in minutes against a checklist for this exact code. Lead with the strongest fact; never make them dig.
- ✓The refund record if you did issue it (amount, date, same card)
- ✓Your refund policy as displayed at checkout, if no refund was promised or due
- ✓Communication showing what was actually agreed (store credit vs card refund, conditions)
The honest read
If you promised a refund and did not send it, issue it now; fighting is throwing money away. If you refunded already, this is nearly administrative: show the credit. The gray zone is store-credit agreements, where your written terms decide it.
Nobody can promise you a win; the cardholder's bank decides. What you control is submitting the strongest complete case your records support, on time. Our plain-language guarantees say exactly what that means.
Fighting a 13.6 right now?
Send us the dispute and a person builds the complete, submission-ready response: the narrative mapped to 13.6, your evidence compiled and ordered, and the field-by-field walkthrough. 24-hour rush available. If our review says yours isn't worth fighting, we tell you for free.