Visa 13.6: Credit Not Processed: How to Respond and Win

Network: Visa · Reason code 13.6 · Covers Stripe, Shopify Payments, PayPal, Braintree and Adyen

What reason code 13.6 means

Credit Not Processed is a Visa reason code. Visa allows one evidence round. Whatever you submit first is the record the issuer decides on.

The evidence that wins this code

• Refund processing records
• Return policy
• Transaction history
• Customer acknowledgment

Defense strategy

Prove the refund was processed or the customer was not entitled to one per your policy.

How to respond, by gateway

Stripe

Stripe specifics for this dispute

• Deadline: 7-21 days depending on card network (check the Stripe dashboard deadline for your dispute)
• Where to submit: Stripe Dashboard → Payments → the disputed charge → Submit evidence. Stripe also supports automated dispute evidence with webhooks.
• Fee impact: Stripe charges a $15 fee when the dispute is received, kept win or lose. If you submit evidence (counter the dispute), a second $15 applies and that one is refunded when you win.
• Stripe quirk: Stripe requires evidence fields submitted via their structured form or API fields (uncategorized_text for anything else).

PayPal

PayPal specifics for this dispute

• Deadline: 10 days to respond to an 'Item Not Received' or 'Significantly Not As Described' claim
• Where to submit: PayPal Resolution Center → the case → Add Response. PayPal Seller Protection can shift liability entirely if shipping proof meets their terms.
• Fee impact: PayPal keeps the original transaction fee even on a refund; no separate chargeback fee for most seller cases.
• PayPal quirk: PayPal disputes are claims under their own flow, not card-network chargebacks, until the buyer escalates. Seller Protection criteria: proof of delivery to the address on the transaction, online tracking, signature for high-value orders.

Braintree

Braintree specifics for this dispute

• Deadline: network deadline shown per dispute (typically 7-14 days); Braintree emails a new-dispute notification
• Where to submit: Braintree Control Panel → Transactions → Disputed → Submit Evidence. Evidence text fields map to network evidence types.
• Fee impact: $15 per dispute (US), waived if the dispute is won.
• Braintree quirk: Braintree (a PayPal service) passes network chargebacks through under raw network rules. The evidence categories follow the card network, not Braintree's own taxonomy.

Adyen

Adyen specifics for this dispute

• Deadline: defense period shown in the Customer Area per dispute (usually 14-21 days)
• Where to submit: Adyen Customer Area → Transactions → Disputes → Defend. Adyen supports API-driven defense document upload (disputes/defend endpoints).
• Fee impact: Adyen passes the network chargeback fee through; amounts vary by scheme and region.
• Adyen quirk: Adyen's Defense Reasons map each network code to structured defense types. Choose the one matching your evidence, or Adyen defaults to a generic defense that loses specificity.

Response deadlines and fees at a glance

The gateway dashboard shows your exact deadline. At network level: Visa gives merchants up to 30 days to respond from the dispute date (the cardholder had up to 120 days to file, code-dependent). The dispute clock started when the issuer filed the case.

Frequently asked questions

What if I already refunded?

Refund proof is the strongest 13.6 evidence: show the refund date, amount, and the cardholder's acknowledgment if you have it.

Can I refuse a refund per my policy?

Only if the policy was accepted at checkout and the case genuinely falls outside it (used product returned, past window). A policy never shown to the buyer is unenforceable in a dispute.

What ChargeGuard does with reason code 13.6

ChargeGuard maps this code to the exact evidence list above, checks your evidence vault for completeness, and drafts a network-compliant response you review before submission. The flow is identical whether the dispute landed in Stripe, Shopify Payments, PayPal, Braintree or Adyen.

Try ChargeGuard free for 14 days. No credit card required.