# Template 06: Credit not processed

**Stripe category:** `credit_not_processed`
**Typical codes:** Visa 13.6 (credit not processed), 13.7 (canceled merchandise/services) · Mastercard 4860 · Amex C02, C05

**The claim:** "I was promised a refund and never got it" or "I canceled and should get money back."

---

## What the bank needs to see

From [Stripe: dispute categories](https://docs.stripe.com/disputes/categories):

- You already issued the refund the customer is entitled to.
- Or the customer isn't entitled to a refund under the policy they were shown.
- Or the customer withdrew the dispute.

For digital products, Stripe also suggests showing whether the customer used the product in whole or in part, and whether the dispute amount exceeds the unused portion.

## Fight or accept?

| Situation | Decision |
|---|---|
| You already refunded (full or the agreed partial) | **Fight**, with the refund record. Note: a partially refunded payment can still be disputed for the full amount. |
| They're outside your refund window, and the policy was shown in full before purchase | **Fight** |
| You promised a refund by email and didn't send it | **Accept** |
| Your policy was only a link in the footer | Probably **accept**, and fix checkout. Stripe says a link alone may not count as disclosure ([Stripe](https://docs.stripe.com/disputes/prevention/best-practices)). |

Note: you can't refund outside the dispute process once a dispute exists ([Stripe](https://docs.stripe.com/disputes/how-disputes-work)). If you agree with the customer, accept the dispute.

## Evidence to attach (digital product / SaaS)

| Evidence | Stripe field | What to put in it |
|---|---|---|
| Refund / cancellation policy | `refund_policy`, `cancellation_policy` | The policy text as shown at the time of purchase |
| How it was shown before purchase | `refund_policy_disclosure`, `cancellation_policy_disclosure` | Checkout screenshot with the full text and the consent checkbox |
| Why no (further) refund is owed | `refund_refusal_explanation`, `cancellation_rebuttal` | "The policy offers refunds within 14 days. The request came on day 41." Or: "A partial refund of $X was issued on DATE for the unused months." |
| Customer communication | `customer_communication` | The refund request and your reply |
| Other | `uncategorized_file` / `uncategorized_text` | Refund record (Stripe refund ID, date, amount); usage showing the product was used; withdrawal message if any |

## Rebuttal letter

```
Re: Dispute on charge [CHARGE_ID], [AMOUNT] [CURRENCY], [PURCHASE_DATE]

[Option A] The refund the customer was entitled to has already been issued.
[Option B] The customer is not entitled to a refund under the policy shown before purchase.
We ask that this dispute be reversed.

Policy shown at checkout: "[exact quote of the refund policy]" (Exhibit A). The customer accepted it on [DATE] by [checking the box / clicking Subscribe].

Timeline
1. [DATE]: Purchase of [PRODUCT/PLAN].
2. [DATE] to [DATE]: Usage: [specific actions]. (Exhibit B)
3. [DATE]: Customer requested a refund, [N] days after purchase. (Exhibit C)
4. [Option A] [DATE]: We refunded [AMOUNT], refund ID [re_...]. It is visible on the customer's statement within [X] business days. (Exhibit D)
   [Option B] [DATE]: We replied explaining the [N]-day refund window and offered [cancellation of future renewals / credit / partial refund]. (Exhibit C)
5. [DATE]: Dispute opened.

Evidence attached
A. Refund policy as shown at checkout, with acceptance
B. Usage log
C. Customer communication
D. Refund record [if applicable]

We ask that this dispute be reversed in our favor.
[YOUR NAME], [BUSINESS NAME], [SUPPORT EMAIL]
```

## Mistakes that lose this one

- Quoting a refund policy that changed after the purchase.
- Promising "I'll process your refund" by email and forgetting. That email becomes the customer's best evidence.

## Prevent the next one

Refund the same day you agree to. Send a refund confirmation email with the amount and the expected timing (template in `templates/customer-messages.md`). Keep policy versions with dates.

*Made by Dan Shipped — @danshipped. Not legal advice.*