13.6 – Credit Not Processed


Dispute Code

13.6

Category

Consumer Disputes

DESCRIPTION

Why did I receive this dispute?

The cardholder has a receipt for a credit or voided transaction, but you haven’t actually processed it yet.


TIME LIMIT

How long can the issuer wait to file a dispute?

The dispute timeline can be based on one of two start dates. Either the dispute must be processed within 120 calendar days of:

  • the transaction processing date, or
  • the date on the credit transaction receipt

 

However, if the credit transaction receipt is dated, the issuer must let at least 15 calendar days pass before initiating a dispute.


FIGHT

What compelling evidence is needed to respond?

  • If the sale is valid and you aren’t obligated to issue a refund, provide documentation that refutes the cardholder’s claim that credit should have been applied to the account.
  • If the dispute is invalid, provide documentation that proves the reasoning: the dispute amount includes the cash-back portion of the transaction or the dispute is for a purchase made at an automated fuel dispenser.
  • If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.
  • If the cardholder no longer wishes to dispute the transaction, provide documentation that proves the issue has been resolved.

PREVENT

How can I avoid this dispute in the future?

  • Take care not to accidentally process transactions that should be voided or cancelled
  • Adhere to any promises for credits or refunds.
  • Fulfill all qualified cancellations or refund requests promptly so the credit will appear on the cardholder’s next statement.

Search
Generic filters

Reason Codes by Brand

Ready to Start Preventing
& Fighting
Chargebacks?

analytics-imac

Set up your
demo experience.

analytics-imac@2xanalytics-imac

Sign up for
news & updates.

Top