Can a customer file a chargeback after I refunded them?

Why it happens

Visa 13.6 means the cardholder says they were promised a refund or given a credit receipt, but the credit never posted. The issuer usually waits 15 days from the date on the credit receipt before filing. Mastercard covers refunds not processed under 4853.

How to answer it

• Send the refund's date and amount from your processor's records. For most dispute conditions, a refund already issued resolves the case.
• If the return didn't qualify under a policy you disclosed, show the policy and the return record instead.
• Keep messages where you told the customer the refund was on its way.

Verdikx's credit-not-processed playbook pulls refund records from your processor; when a refund was issued before the dispute, the packet leads with its date and amount.

Don't refund twice

A chargeback takes the disputed amount (and on Shopify Payments a fee) from you straight away. Refunding the customer again after that doesn't stop the chargeback, and you can end up refunding and being charged back. Answer the dispute instead. American Express recommends issuing credits within 7 calendar days and stating refund timing clearly in your policies.

Reason codes this answer covers

• Visa 13.6: Credit Not Processed: often winnable
• Mastercard 4853: Cardholder Dispute: sometimes winnable
• American Express C02: Credit Not Processed: sometimes winnable
• Discover RN2: Credit Not Processed: sometimes winnable