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Visa 13.8 - Original Credit Transaction Not Accepted

Cardholder claims a refund was issued to the wrong payment method or they cannot access the credit.

Overview​

This dispute occurs when a merchant issues a refund to a different card, closed account, or payment method that the cardholder cannot access.

When This Code Applies​

  • Refund issued to wrong card
  • Refund to closed/replaced card
  • Credit to expired card
  • Refund to inaccessible account
  • Wrong payment method for credit

Conditions for Valid Dispute​

Cardholder Must​

  1. Be unable to access the credit
  2. Not have received funds via any method
  3. Have a valid refund owed

Common Scenarios​

ScenarioIssue
Card replacedRefund to old number
Different cardPaid Visa, refunded MC
Closed accountCard no longer active
Fraud replacementNew card issued after fraud

Time Frames​

ScenarioDispute Window
Standard120 days from credit date

Representment Options​

1. Refund to Same Card​

Evidence required:

  • Original transaction card number (last 4)
  • Refund card number (last 4)
  • Numbers match
  • Cardholder should contact issuer

2. Card Was Updated/Replaced​

Evidence required:

  • Refund to card on file
  • Card was updated by network (Account Updater)
  • New card receives credits from old
  • Issuer should route to new card

3. Refund Was Received​

Evidence required:

  • Cardholder statement showing credit
  • Settlement confirmation
  • Cardholder bank confirmation

4. Alternative Refund Arranged​

Evidence required:

  • Check issued
  • ACH/wire transfer
  • Store credit accepted
  • Customer confirmation

Why This Happens​

Common Causes​

  1. Stored card updated - Customer changed card on file
  2. Card replaced - Fraud, expiration, upgrade
  3. Account closed - Bank closed account
  4. Multiple cards on file - Wrong one selected
  5. Manual error - Wrong card number entered

Prevention Strategies​

Refund Processing​

  1. Match payment method - Refund to same card
  2. Verify card active - Check before refund
  3. Confirm with customer - Especially for old orders
  4. Alternative options - If original card unavailable

System Configuration​

  1. Same-card refund - System default
  2. Alert on mismatch - Flag different cards
  3. Account Updater data - Keep cards current
  4. Closed card detection - Know when cards close

Communication​

  1. Ask if card changed - Before processing refund
  2. Confirm refund method - Email with details
  3. Offer alternatives - Check, ACH if needed
  4. Follow up - Verify receipt

Win Rate Expectations​

Defense TypeExpected Win Rate
Refund to same card (matched)80-90%
Account Updater updated60-75%
Alternative refund issued75-85%
Wrong card refundedUnder 30%

Special Situations​

Card Replaced Due to Fraud​

  • New card should receive credits to old
  • Issuer responsibility to route
  • Provide refund documentation
  • May need issuer-to-issuer resolution

Closed Accounts​

  • Credits may be returned to issuer
  • Check or ACH alternative needed
  • Document the issue
  • Offer solution to customer

Prepaid/Gift Cards​

  • May not accept credits
  • Alternative refund method needed
  • Store credit as option
  • Check card terms

Account Updater Impact​

Visa Account Updater (VAU) may:

  • Update stored card numbers automatically
  • Route credits to new card numbers
  • Cause confusion about card numbers
  • Help or complicate the situation
  • 13.6 - Credit Not Processed
  • 12.4 - Incorrect Account Number
  • 13.1 - Not Received

See Also​