Visa 13.7: Cancelled Merchandise/Services

Returned/canceled; credit not on statement

return or cancellation policy was properly disclosed

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

Arrives in the app 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

Cardholder dispute window

120 days, or 540 days for delayed delivery

An allocation dispute is a Visa dispute in categories 10 (Fraud) and 11 (Authorization). Visa's current rules call these dispute categories 10 and 11. Visa decides liability from the dispute condition itself, so there is no stage at which you send a response for the issuer to weigh. Your acquirer's only route is a pre-arbitration attempt. Visa's rules set out the stages for these two categories as Dispute, Pre-Arbitration Attempt and Pre-Arbitration Response, with no Dispute Response stage in between.

A collaboration dispute is a Visa dispute in categories 12 (Processing errors) and 13 (Consumer disputes). Visa's current rules call these dispute categories 12 and 13. These take a response from you: your acquirer sends a Dispute Response, and the issuer must then address the evidence in it before it can make a pre-arbitration attempt. Unresolved, it goes on to arbitration.

• Visa, Dispute Management Guidelines for Visa Merchants, June 2024
• Stripe, reason code categories Accessed 8 September 2026.

• 13.1
• 13.2
• 13.3
• 13.4
• 13.5
• 13.6
• 13.8
• 13.9