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

Visa Reason Code 13.9 occurs when a cardholder withdraws cash from an ATM or loads a prepaid card at a kiosk or in-store. They then claim they didn't receive all the money they requested. This may be a shortfall in dispensed cash or a missing or insufficient load balance.

Key Takeaways

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• What it means: An ATM did not dispense the full cash amount, or the right load value was not applied to a card. 
• Causes: Mechanical faults. Cash jams. Balancing issues. Users forgetting to take cash.
• How to respond: Pull ATM logs, e-journals, and balancing reports. Submit proof of a refund if one was given. 
• How to prevent: Maintain and reconcile ATMs. Act on error logs. Issue prompt corrections.

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What is a Visa Reason Code 13.9 Chargeback?

Visa Reason Code 13.9 sits within Visa’s Consumer Disputes framework. It covers cases where a cardholder claims they did not receive cash from an ATM or did not get the full amount, despite being charged. Some programmes also involve “load” transactions, in which value is applied to a card. Non-receipt of that value can be raised under the same code by the issuer. Visa’s merchant guidelines list this dispute condition as “Non-Receipt of Cash at an ATM.” 

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In simple terms, the cardholder is saying, “I withdrew or loaded funds, but I did not get what I paid for.” The 13.9 chargeback triggers a fact-check: did the terminal dispense the right amount? Was any shortfall fixed? The answer rests on records like ATM e-journals, cash cassette counts, switch logs, and reconciliation reports. Proof of any subsequent adjustment or credit is also relevant. Merchants who own or operate ATMs, independent ATM deployers, and issuers are all affected by this code.

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Primary Causes for a Code 13.9 Chargeback

Most 13.9 disputes trace back to technical or operational issues at the ATM. Examples include currency jams, mis-feeds, and empty or misloaded cassettes. Software faults can lead to partial dispensing or no dispensing while still recording the debit. Denomination logic can also fail, causing a short payout. These issues show up later when cash is balanced against transaction totals. 

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There are also human factors. A cardholder may miscount notes, forget the keyed amount, or walk away before taking the cash. If the ATM retracts uncollected notes, a mismatch can still appear to the cardholder as non-receipt until reconciliation. For load transactions, system delays or posting errors can create a gap between charge and credit. While some cardholder claims arise from honest mistakes, a small share may be friendly fraud. Documented checks, clear logs, and prompt reconciliations are therefore vital.

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Time Limit for Disputing a Visa Reason Code 13.9 Chargeback

Timing matters. Under Visa rules, the issuer generally has up to 120 calendar days to file a dispute. That window typically runs from the transaction processing date, or from the date of a subsequent adjustment entry in cases tied to ATM cash disbursements or PIN-authenticated debit transactions. The point is simple: disputes must be raised while the records are still fresh and the balancing is recent.

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Once a chargeback is raised, the acquirer and, by extension, the merchant or ATM operator, have a set period to respond. In many markets, that window is 30 days from the date the chargeback is received. Missing that deadline usually results in a loss by default, regardless of the evidence you could have supplied. Because ATM balancing and cash reconciliation can take time, it is smart to investigate the transaction as soon as a cardholder or issuer flags a potential short dispense. Early review of ATM electronic journals, cash cassette counts, settlement files, and any load logs can help you answer quickly and stay within the time limit, while the data is easy to access.

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What 13.9 Means for Consumers & Issuers

For consumers, Reason Code 13.9 provides a clear path to challenge a cash withdrawal or load that did not fully arrive. The issuer is responsible for assessing the claim, requesting logs and balancing data. They need to review “compelling evidence” from the operator or acquirer. This can include:

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• Time-stamped e-journal entries
• Note counts by cassette
• Retraction events
• Proof of any prior adjustment

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The issuer must decide if the evidence supports a credit or a representment. If the ATM records and cash counts confirm a short-dispense, the issuer can correct the cardholder’s account and pursue recovery.

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What 13.9 Means for Merchants

The majority of merchants never come across a 13.9 chargeback. It's only relevant to those businesses that operate ATMs, top-up kiosks or who load prepaid cards. However, for these businesses, the cost of such disputes makes training and effective transaction handling crucial. Keeping accurate records helps protect revenue and supports fair outcomes when a claim arrives. 

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Merchants with ATM fleets should maintain clean operational data, perform regular reconciliations, and retain evidence for the full retention period. If a customer reports a short-dispense, a fast check of the e-journal and cassette counts can confirm the issue and allow a quick reversal. That approach helps cardholders and reduces formal dispute filings. If the data shows the payout or load was correct, the same records form the backbone of a representment. The Visa dispute manual ties these actions to its broader guidance on dispute conditions, evidence standards, and response steps, helping operators lower risk and respond with confidence.

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How to Respond to a Code 13.9 Chargeback

Begin by gathering proof of what happened during the disputed transaction. Typical elements of “compelling evidence” under Visa’s guidelines include:

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• The ATM e-journal
• Cash dispense totals by cassette
• A record of any retraction event
• Switch and authorisation logs
• End-of-day balancing that matches cash to transactions
• For load transactions, pull the load posting record and any host messages that show the value applied. 

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If a short-dispense occurred and you already credited the account, include proof of the credit or reversal with the amount and date. If the cardholder withdrew their claim, include their written confirmation. Submit the pack within your acquirer’s window and keep a clear audit trail. If the evidence shows the correct cash or load value was delivered, explain the match between the e-journal, cassette counts, and settlement, referencing the transaction’s timestamp or sequence. Consistent, dated records are key to a successful representment.

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Proactive Prevention: The Ultimate Defence

Prevention starts with sound ATM operations. Keep machines serviced, use clean currency, and reconcile cash to transactions daily so you can spot and fix shortfalls fast. Train staff and follow Visa’s dispute procedures when issues arise. To add an early warning function, try out chargeback alerts to receive early notification of incoming chargebacks.