> For the complete documentation index, see [llms.txt](https://docs.payrexx.com/merchant/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.payrexx.com/merchant/english/payment/disputes/prevention/credit-not-processed.md).

# Credit not processed

This article explains how to prevent "credit not processed" disputes by implementing the right preventive measures.

"Credit not processed" disputes occur when a customer requests a refund for a purchase but does not receive it.

### Typical causes

* The refund was promised but forgotten internally or delayed.
* A technical error occurred while processing the refund.
* Communication regarding the processing time for refunds was unclear or missing entirely.
* The customer did not receive a refund confirmation and therefore assumes no action was taken.

### Recommendations

* Display cancellation and return policies prominently throughout the checkout process.
* Establish a fixed processing timeframe for refunds (e.g., within 5 business days) and communicate it proactively.
* Respond promptly to refund requests and acknowledge receipt of the inquiry, ideally via automated email.
* Monitor the status of your refunds in your Payrexx merchant administration panel to avoid overlooking open cases.

If you nevertheless receive a dispute of this type, the following article provides helpful tips to help you resolve the dispute in your favor:

{% content-ref url="/pages/zLYNwDQY0VRgT7uKvQma" %}
[Credit not processed](/merchant/english/payment/disputes/processing-and-submitting-evidence/credit-not-processed.md)
{% endcontent-ref %}


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