CREDIT NOT PROCESSED

Evidence for a credit not processed dispute

The customer expected a refund or credit and says it did not arrive. The response should establish whether a refund was completed, still processing, or not owed under the agreed policy.

Records to gather

• Refund transaction record with amount, timestamp, and confirmation identifier.
• Processor or bank record showing when the credit was sent.
• The refund policy shown to the customer at purchase.
• Messages explaining the refund status or policy.
• Return tracking showing whether returned goods arrived.

How to organize the response

1. Lead with the refund confirmation or the clearest record showing why no refund was due.
2. Match the amount and transaction date to the disputed charge.
3. Add the policy and relevant communication as supporting context.

If the merchant owes the refund, evidence assembly does not change that obligation. Resolve the customer issue instead of manufacturing a defense.

Source: Shopify Help Center. FlatBrief summarized the checklist.

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