Reason codes / Credit / Refund Not Processed
The whole case is dates and transaction records. That makes these disputes unusually clean: either the receipts exist, or there is something you should do right now instead of fighting.
The cardholder told their bank a refund was promised, or owed under your stated policy, and never arrived. Nobody disputes that the purchase happened. The fight is over whether money should have come back, and whether it did.
If you issued the refund before the dispute was filed, submit the refund transaction record: these are about as strong as dispute responses get. If the refund went out after the dispute was filed, it does not clear automatically; you still need to respond with the evidence. If you owe a refund and have not sent it, process it now: the dispute fee plus a lost chargeback costs more than the refund. If the refund is legitimately not owed (e.g. outside your stated policy window), document why clearly.
One timeline decides it: was a refund owed under the policy shown at checkout, and when did it move relative to the dispute? A refund issued before the dispute was filed, documented with the processor record, is about as strong as dispute responses get.
If no refund was owed, the policy as the customer saw it at purchase is your case: the window, the conditions, and exactly where this request fell outside them. Stated policies defend you. Unstated ones do not.
The processor transaction and its date, set against the dispute's filing date, is the entire skeleton of this response.
The dispute fee plus a lost chargeback costs more than the refund you already owed. Sending it today is the cheapest available outcome.
Collect your policy exactly as it appeared at checkout, the customer's request date, and the specific term the request fell outside.
A dispute response locks the moment it is submitted, yours orShopify’s automatic one, with no edits after. Whatever goes in first is your whole case, which is why the first hour matters more than the last day.
No. A refund sent after filing does not clear the dispute automatically. You still need to respond with the refund transaction record, so the case closes with the money and the paperwork matching.
Then document the policy exactly as the customer saw it at checkout and where the request fell outside it. Stated-policy cases are winnable. Policies that only existed in your head are not.
It syncs the dispute with this code's guidance, assembles the order record and your refund policy into the evidence pack, and runs the deadline countdown with emails at 7, 3, and 1 day so the response actually goes in.
Backstop lines up the dispute date against the order's history, assembles your refund policy and order records into the evidence pack, and keeps the deadline loud, because a receipts case that misses its deadline loses exactly like a weak one.
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