A credit-not-processed case needs the real refund record

Identify the credit the case says is missing

Start with the reason and amount on the provider's case, then locate the request that concerns that credit. Stripe's physical-product guidance for credit-not-processed disputes addresses a claimed full or partial refund that has not been provided. It points to policy, disclosure, communication, return and refund evidence. That category does not establish that the buyer was entitled to a particular amount or that the merchant already returned it.

Keep the customer's requested amount, the amount your team promised and the amount in the provider refund record separate. Check the currency and the payment association as well. A refund for another payment or a smaller agreed portion does not by itself answer the allegation about the missing amount. If the records disagree, preserve the disagreement instead of selecting the figure that best supports your position.

Read the promise together with its conditions

Use the actual dated conversation to determine whether the reply acknowledged a request, agreed to a refund, or said an action had been completed. Identify any return condition and compare it with the real return record. An internal intention to refund is not evidence that the customer received that promise; a customer-facing promise is not evidence that the provider action occurred.

Where policy is relevant, preserve the version associated with the purchase and evidence of how it was disclosed before purchase. Today's policy page alone cannot establish what the buyer saw then. If you refused a refund or returned only part of the amount, connect the actual explanation to the policy, communication and records you have. Stripe lists these as relevant evidence; it does not say that a policy sentence guarantees a successful challenge.

Use the refund object's status without inventing its cause

For a Stripe refund, record the refund reference, its associated payment, amount, currency, creation date and latest observed status in your private case file. Stripe's Refund object lists pending, requires_action, succeeded, failed and canceled. Preserve the exact status and when it was read. Do not rewrite pending as completed, and do not infer the reason for failed or canceled unless a record supplies it.

A succeeded provider record supports a different account of events from an unperformed promise, but it does not make the customer's report about a missing credit disappear. Present the provider record alongside the dated complaint and identify what remains unconfirmed. If no corresponding refund record is available, say that the provider action has not been evidenced; do not invent a successful refund from a support note.

Stripe's card-fraud guidance warns against returning a card payment by another method because the original charge can still be disputed. It also says a partially refunded card payment may be disputed for the full payment amount under card-network rules. An earlier partial refund therefore belongs in the evidence, even when its amount differs from the case. These card-specific statements do not establish a customer's intent or describe ACH refund rules.

Turn the comparison into a focused response

The useful result is a short, supported account of what was requested, promised and done, with the unexplained difference clearly identified. When the refund record matches the promise, include the evidence that connects them. When the promise and action differ, acknowledge that gap. When a policy or return condition is disputed, include the records that address that specific condition instead of an unrelated history of successful orders.

Stripe distinguishes accepting a formal dispute from challenging it, and says evidence can be submitted once within the response window. The issuer decides the outcome. Assign the response decision and deadline to the authorized account owner; an inquiry has a different process, and accepting an inquiry does not resolve it. Organizing this worksheet does not submit anything or justify a replacement transfer.

For a Prism consultation, describe the store, payment setup and the point where the customer message and refund record diverge. Use the checkout-review service to discuss the requested scope, responsibilities and fees before work begins. Keep the case documents in their appropriate secure channels; a consultation request is not a dispute response or a promise of representation.

Refund-allegation evidence

Compare one case with the underlying records in your private case file. Use only anonymized match, mismatch or missing-evidence notes here; do not paste customer messages. A matched row supports that part of the chronology, while a missing row identifies an unresolved fact rather than a reason to create another payment.

Worksheet entries are not submitted by Prism’s worksheet and are not saved by the site. Use record types, availability, anonymized observations, or match/mismatch results. Do not enter government identifiers, customer names or addresses, customer messages, receipt-access links, card or bank details, passwords, or keys. Send sensitive documents only through the provider’s verified secure channel.

These are temporary notes. Leaving or reloading this page may clear them. Worksheet entries are not sent automatically. If you copy notes into the consultation message and submit the form, Prism receives them as part of your request.