I already refunded the customer. Why did I still get an RN2 chargeback?

The credit may have posted after the customer filed, gone to a different card, or been missed on their statement. Respond with the refund record showing amount, date, and destination card. Discover will not sustain a chargeback for an amount demonstrably credited, but the burden of proving the credit is on you.

The customer never returned the item but wants a refund. Can they win an RN2?

Not if your return policy conditions refunds on receiving the merchandise and you disclosed that policy at purchase. Submit the policy, proof of disclosure, and your receiving records showing no return arrived. The dispute presumes a credit is owed; showing its conditions were unmet defeats it.

How long do customers wait before filing a credit-not-processed dispute?

Often less time than merchants assume; once the statement cycle closes without the expected credit, many cardholders call Discover the same week. Communicating a specific posting timeframe when you process the refund, and refunding within days rather than weeks, keeps most of these from ever being filed.

Discover · Consumer Disputes

Reason code RN2: Credit Not Processed

The cardholder says they are owed a refund that never appeared on their account. Typically they returned merchandise, canceled an order or service, or received a credit promise from the merchant, and the expected credit did not post within a reasonable time. Discover issues the credit through the chargeback instead.

Issuer filing window

typically 120 days from the processing date

Merchant response window

typically 30 days to respond

Why RN2 chargebacks happen

A return was received at your warehouse but the refund was never triggered in the payment system.
Staff promised a refund verbally or by email and the request died in a queue.
The refund was processed to a different card or payment method than the original charge.
Refund processing timelines stretched beyond what the customer was told, so they disputed while the credit was still pending.
A cancellation before shipment was honored operationally but the charge was never voided or refunded.

How to fight a RN2 chargeback

If the credit was already issued, submit the refund transaction record with its amount, date, and the last four digits of the card credited.
Show the return never arrived or did not meet the disclosed return policy conditions, with the policy as presented at checkout.
Provide correspondence proving no refund was promised, if the cardholder's claim rests on a commitment you never made.
Demonstrate the customer kept using the service after the alleged cancellation, contradicting the basis for a credit.
If a refund is genuinely owed and unprocessed, issue it now and respond with proof rather than disputing an obligation you concede.

How to prevent RN2 chargebacks

Automate the return-received-to-refund-issued pipeline so no credit depends on a human remembering.
Always refund to the original payment method and tell the customer the expected posting timeframe in writing.
Send a confirmation email the moment a refund is processed, including the amount and the card it went to.
Set internal SLAs for refund processing well inside the timeframes your policy promises customers.
Track promised credits from support conversations in a queue with aging alerts, not in individual agents' inboxes.

Frequently asked questions

I already refunded the customer. Why did I still get an RN2 chargeback?: The credit may have posted after the customer filed, gone to a different card, or been missed on their statement. Respond with the refund record showing amount, date, and destination card. Discover will not sustain a chargeback for an amount demonstrably credited, but the burden of proving the credit is on you.
The customer never returned the item but wants a refund. Can they win an RN2?: Not if your return policy conditions refunds on receiving the merchandise and you disclosed that policy at purchase. Submit the policy, proof of disclosure, and your receiving records showing no return arrived. The dispute presumes a credit is owed; showing its conditions were unmet defeats it.
How long do customers wait before filing a credit-not-processed dispute?: Often less time than merchants assume; once the statement cycle closes without the expected credit, many cardholders call Discover the same week. Communicating a specific posting timeframe when you process the refund, and refunding within days rather than weeks, keeps most of these from ever being filed.

Related Discover codes