Customer says a promised refund never arrived

Discover CD means the customer says you agreed to a refund and the credit never arrived. Refund records decide it.

How it arrives

The notice carries the dispute reason (the code on your notice). Respond before the date on that notice. Your payment company sets it, and it comes before the card network's own limit. If you can produce a matching refund record, the dispute usually clears at the card brand. The harder cases are refunds sent to a different account, by a different method, or for a different amount than the customer expected.

What the issuer is looking for

The refund record comes first. If the credit posted to the customer's account in the expected amount, the dispute typically clears. If not, the refund policy the customer agreed to at checkout sets the terms.

If you often give store credit, gift cards, or partial refunds, show that policy at checkout. An alternative refund holds up when the customer agreed to it.

Common scenarios and the evidence for each

• Returned product, credit never processed. The return receipt and the carrier's confirmation help, but a missing refund record usually loses the case.
• Cancelled service or subscription with a promised refund. The written promise sets the terms.
• Partial refund the customer calls incomplete. Gather the original sale, the agreed deduction, the refund sent, and the customer's written acknowledgement of the deduction.

If the claim is different

If the customer never received the goods, the dispute arrives as Discover RG. If the goods were faulty, a separate Discover dispute condition applies. Proof of delivery on a CD misses what Discover asked.

How we help

We draft CD responses from your refund records and the policy in force at the time of sale. If you missed the refund, issuing it is the better path. If your records support a partial or alternative refund, the response explains the calculation. If you have received one, your first response is free. Try free.