Visa 13.6: Credit Not Processed

Promised credit/void not processed

POC: documentation refuting claim / credit issued

• Proof a credit was issued, or that none was due

Arrives in Do The Proof as: Credit not processed

Proof this usually needs

• Refund history
• Customer email
• Policy acceptance

What the app cannot collect for you

Policy acceptance. Your refund and cancellation policies live in your Shopify settings, and our read access does not reach them.

Merchant or acquirer response

30 days at each phase

Cardholder dispute window

120 days, or 540 days for delayed delivery

Allocation disputes, which are the 10 and 11 codes, assign liability automatically and can only be contested through pre-arbitration.

Collaboration disputes, which are the 12 and 13 codes, take a merchant response, then issuer pre-arbitration, then arbitration.

• Visa, Dispute Management Guidelines for Visa Merchants, June 2024 Read 2026-09-08.
• Stripe, reason code categories Read 2026-09-08.

• 13.1
• 13.2
• 13.3
• 13.4
• 13.5
• 13.7
• 13.8
• 13.9