Reason code · Visa
Visa reason code 13.6: credit not processed
Visa 13.6 means the customer has a credit receipt, a voided receipt or another record showing a refund is due, and the refund never arrived. The bank has 120 days from the date on that receipt.
Key takeaways
- You promised a refund on paper. 13.6 starts from a credit or voided receipt, or a similar record.
- Narrow answers only. Visa allows just three responses, and the main one is the refund itself.
- Check your ledger first. If the refund went out, show it. If it didn’t, think hard before fighting.
What Visa 13.6 means
Visa’s rule: the cardholder received a credit receipt or a voided receipt that was never processed. The bank must provide a copy of that receipt, or another record showing a credit is due.
This is different from 13.7. In a 13.6 the customer has your written word that a refund is coming. In a 13.7 they say they cancelled or returned and you didn’t refund.
What the customer told their bank
“They gave me a refund receipt weeks ago and the money never came back.” The bank usually waits 15 days from the date on the credit receipt before filing, so the refund has time to post.
The time limit
The bank has 120 calendar days from the date on the credit receipt, or from the cancellation or return date if the receipt is undated. Never more than 540 days after the original sale was processed.
Your own deadline is much shorter. Visa gives your bank (the acquirer) 30 calendar days from the dispute to respond. Your processor keeps part of that time, so the due date on your notice is the one that counts.
What kind of proof matters
The refund itself. Visa’s rules allow only three responses to a 13.6: a refund or reversal the bank didn’t account for, proof the dispute is invalid, or proof the customer no longer disputes it.
One common mistake
Arguing that the customer wasn’t really owed a refund. Once you’ve issued a credit or voided receipt, that argument isn’t one of the allowed answers. If the refund never went out, fighting usually just adds fees.
Dispute Daddy builds the response from your notice and your own records, ready for you to review, approve and submit. A flat $99 a month. See pricing.
