Credit Not Processed

Why it happens

• A promised refund was never issued.
• The refund was issued but had not reached the cardholder’s statement yet.
• The customer returned goods outside the refund policy.

What to send to fight it

1. Proof the refund was already processed, with its date and amount.
2. The refund policy the customer accepted.
3. Proof the return was not received or did not meet the policy.

How to prevent it

• Issue refunds quickly and send a confirmation with the refund reference.
• Tell customers how long a refund takes to appear on their statement.

Summaries written by NoChurn from the networks’ public rules and processor documentation. Networks update their rules and deadlines depend on your processor: check its documentation before you respond.