13.6 – Credit Not Processed
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.
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.
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.
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.