Which reason codes apply
- Visa 13.7 Cancelled Merchandise/Services: the cardholder says they returned goods or cancelled and no credit appeared. The issuer generally waits 15 days after the return or cancellation before filing.
- Visa 13.6 Credit Not Processed: a promised refund never posted.
- Visa 13.2 Cancelled Recurring Transaction: for subscriptions. For disputes processed from 18 April 2026, a 13.2 is invalid when the cancellation came after the transaction date.
- Mastercard 4853 Cardholder Dispute and American Express C05 cover cancellations too.
What answers it
- You refunded: send the refund's date and amount, which resolves most conditions.
- You didn't, under a disclosed policy: show that a limited cancellation or return policy was disclosed and accepted at checkout, and that the cardholder didn't follow it, kept using the service or never returned the goods.
- Messages and timing: the cancellation request, when it arrived and what you replied.
Reason codes this answer covers
- Visa 13.7: Cancelled Merchandise/Services: sometimes winnable
- Visa 13.6: Credit Not Processed: often winnable
- Visa 13.2: Cancelled Recurring Transaction: sometimes winnable
- Mastercard 4853: Cardholder Dispute: sometimes winnable
- American Express C05: Goods/Services Canceled: sometimes winnable
See it on your own orders.
Install on Shopify, or create a workspace for WooCommerce, another platform or your processors, and get your first verdicts in minutes. 7-day free trial, no percentage of what you win.
Sources
- Visa Core Rules and Visa Product and Service Rules (18 April 2026), Chapter 11 Dispute Resolution (checked October 5, 2026)
- Visa: Dispute Management Guidelines for Visa Merchants (June 2024) (checked October 5, 2026)
- American Express: How to Manage and Help Prevent Disputes (US reference guide, version 2024PROP) (checked October 5, 2026)
Last reviewed by Verdikx Research.