Visa Reason Code 13.6

What is

The merchant agreed to a refund, but the cardholder says it was never issued.

A refund was promised (in writing or verbally) but not actually processed, or was processed to the wrong method.

If the refund genuinely wasn't issued, this isn't a fight — issue it immediately; if it was issued, the burden is showing when.

Refund transaction record with date and amount, or support correspondence showing no refund was promised.

Submit the refund transaction record with date/amount if already issued; if not, process it before responding.

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Promising a refund in support chat without immediately processing it in the payment system.

Process refunds immediately when approved rather than queuing them, and send automatic refund-confirmation emails.