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Visa Reason Code 13.9 Non-Receipt of Cash or Load Transaction Value

Disputeโ€‹

Visa

Card Issuer Name

13.9

Reason Code

Customer Dispute

Category

Claim

The cardholder claims they received a partial amount or nothing from an ATM withdrawal.

Cause

A software or mechanical error at an ATM that causes it to dispense incorrect amounts of cash.

Response

Cardholders and issuers have 120 days to file a dispute related to the claim against the merchant.
Merchants have 20 days to respond to the claim in dispute.

Steps to Prevention

  • Reconcile ATM transactions in adequate time to catch discrepancies.
  • Repair and adjust ATMs.
  • Process reversals or credits when you notice discrepancies.
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