Refunded the customer but still got a chargeback?

A customer you refunded can still file a chargeback, often because the refund had not shown up on their statement yet. The refund helps only if you can prove it: the processor's refund ID, the date and the amount, not an email saying "your refund is on its way".

Why does a refunded customer still dispute?

Timing is a common cause. A customer refunded on Tuesday can file a chargeback on Wednesday, because the credit has not yet appeared on the statement.

Stripe says so directly in its guidance on disputes on a refunded transaction: a full refund before a dispute can still be disputed by mistake, because of timing. Other cases arise when the customer disputed before asking the store, or when the refund covered less than the customer expected.

Either way, the merchant has already paid once and is now being asked to pay a second time. Check the refund record first, before deciding anything else.

What is the bank looking for?

The bank wants proof that the credit was issued. These disputes may be filed under Visa reason code 13.6, "credit not processed", which says the cardholder was promised a credit and never received it.

The merchant's answer is that the credit was issued, on a named date, for a stated amount, to the same card. Everything turns on whether that answer can be proved from a record the bank will accept. A confirmation email proves intent, while a refund identifier from the processor proves the transaction.

Dates matter on this code. Under Table 11-125 of the Visa Core Rules (18 April 2026), the issuer waits 15 days from the date on the credit receipt before disputing, and may dispute until 120 days after that date. The date on the credit sets the issuer's clock, so lead your response with that same date.

What should you send?

Four things, all from your processor's records:

• the original charge;
• the refund identifier;
• the refund date;
• the refund amount.

Processors have built shortcuts for this case. Stripe's Smart Disputes builds the evidence packet from refund data, including the acquirer reference number (ARN, the number that traces the refund through the card network). It waives its fee on eligible disputes against fully refunded transactions, which matters because the service otherwise charges 30% of the disputed amount on disputes it wins.

Merchants on another processor can assemble the same material by hand, and the contents are the same. What the issuer expects on this code is set out on the Visa 13.6 reason code page.

What mistakes cost you money?

Refunding again. Stripe states that you cannot issue a refund outside the dispute process while the dispute is open, and that the dispute can only be overturned by submitting evidence. Shopify's resolution page says refunds cannot be issued while a chargeback is open. A second refund sent to a customer who has also been credited by the bank is money that cannot be recovered cleanly.

Accepting the dispute. Accepting on a charge that has already been refunded hands the customer the money a second time. The $15 dispute fee, which Stripe does not return, has been charged either way.

Skipping the contest. Contesting takes the time to assemble the packet and, on Stripe, a further $15 countered fee that comes back if the dispute is won. When the refund was complete and dated before the dispute was filed, contesting is usually the better use of an afternoon, since the evidence is already in the processor's records.

Takeaway: what to do this week

1. Add a date to every refund email. A confirmation with no date for when the money will show leaves the customer guessing, and some will guess in the bank's direction.
2. Keep the refund ID with the order. Support staff then have the facts they need if the customer calls the bank.
3. If a refunded order is disputed, contest it. Lead with the refund date, amount and identifier from the processor.
4. Never refund twice once a dispute is open; the only route is the evidence.

Sources: Visa Core Rules (18 April 2026), Table 11-125; Stripe Support, "Disputes on a refunded transaction"; Stripe Docs, "How disputes work"; Shopify Help Center, "Resolving a chargeback"; Stripe Pricing page; Stripe Support, "June 2025 pricing updates for disputes". All checked 24 October 2026.