> 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/processing-and-submitting-evidence/credit-not-processed.md). # Credit not processed Learn which evidence should be submitted in cases of "Credit Not Processed" disputes to ensure a successful resolution. Click on the appropriate tab depending on whether the disputed transaction involves a physical product, a digital product/service, or an offline service. {% tabs %} {% tab title="Physical" %} If the dispute involves a physical product, please ensure to submit the following evidence: * refund policy as communicated to the customer before the purchase, such as: * copied text from your policy page * screenshot of the policy on a receipt * PDF of the relevant section of your Terms and Conditions * explanation of when, how, and where you provided the refund policy to the customer before the purchase * explanation of why the customer is not entitled to a refund (or a full refund if they have already received a partial refund) * proof of whether the customer attempted to resolve the issue with you before filing the dispute * details of customer communication if you communicated with the customer before the dispute or if later conversations served to clarify the situation, such as: * PDF or screenshot of the conversation * PDF with a written report of a phone call (including contact details) * any documents that refute the dispute reason, such as screenshots or PDFs, including: * proof of an already processed refund * proof of whether the customer returned the delivery in full or in part, or if the amount of the disputed payment exceeds the value of the unused portion * proof of the cardholder's withdrawal of the dispute {% endtab %} {% tab title="Digital" %} If the dispute involves a digital product or service, please ensure to submit the following evidence: * refund policy as communicated to the customer before the purchase, such as: * copied text from your policy page * screenshot of the policy on a receipt * PDF of the relevant section of your Terms and Conditions * explanation of when, how, and where you provided the refund policy to the customer before the purchase * explanation of why the customer is not entitled to a refund/cancellation * proof of whether the customer attempted to resolve the issue with you before filing the dispute * details of customer communication if you communicated with the customer before the dispute or if later conversations served to clarify the situation, such as: * PDF or screenshot of the conversation * PDF with a written report of a phone call (including contact details) * any documents that refute the dispute reason, such as screenshots or PDFs, including: * proof of an already processed refund * proof of whether the customer fully or partially utilized the digital product or service, whether they only partially used it, or if the amount of the disputed payment exceeds the value of the unused portion * proof of the cardholder's withdrawal of the dispute {% endtab %} {% tab title="Offline" %} If the dispute involves an offline service, please ensure to submit the following evidence: * refund policy as communicated to the customer before the purchase, such as: * copy of the text from your policy page * screenshot of the policy on a receipt * PDF of the relevant section of your Terms and Conditions * explanation of how and where you provided the policy to the customer before the purchase * explanation of why the customer is not entitled to a refund * proof of whether the customer attempted to resolve the issue with you before filing the dispute * details of customer communication if you communicated with the customer before the dispute or if later conversations served to clarify the situation, such as: * PDF or screenshot of the conversation * PDF with a written report of a phone call (including contact details) * any documents that refute the dispute reason, such as screenshots or PDFs, including: * proof of an already processed refund * proof that the service was partially utilized, or that the amount of the disputed payment exceeds the value of the unused portion * proof of the cardholder's withdrawal of the dispute {% endtab %} {% endtabs %} --- # Agent Instructions This documentation is published with GitBook. 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