Understanding Discover Chargeback Reason Code RN: Non-receipt of Cash/Load Transaction Receipt

Reason Code RN appears when a cardholder says an ATM failed to give the full cash requested, or a reloadable card did not receive the correct top-up amount. The dispute centres on money that should have reached the customer’s hand or account but did not. Knowing the rules helps you protect revenue and keep customers happy.

‍

Key Takeaways

• What it means: The customer claims the cash or stored-value load they paid for was only partly delivered or not delivered at all.
• Causes: Mechanical faults, software errors, delayed reversals. Or, a customer miscounting the cash received.
• How to respond: Gather ATM journals, load logs, and refund records within the set time frame. Submit them in the Discover Network Dispute System.
• How to prevent: Keep machines serviced. Process refunds fast. Monitor balances. Try out chargeback alerts.

What is a Discover Reason Code RN Chargeback?

Reason Code RN applies to ATM withdrawals and prepaid card loads where the customer reports that the sum handed over is lower than the sum shown on-screen or on the receipt. In the ATM setting, the code covers cash that never came out or cash that came out short. In the load setting, it covers a top-up that did not hit the card in full or at all. 

Because the person and the cashier are not face to face, the issuing bank treats the machine or system as the merchant’s “point of sale.” Any mismatch between the authorised amount and the payout leaves the merchant liable. The code tells merchants that cash or value is missing, sets response rules, and guides the dispute path inside the Discover Network Dispute System. While rare, RN cases are serious. A pattern of RN chargebacks can signal poor machine upkeep or even fraud. Knowing the code’s scope is the first step to an effective reply.

Primary Causes for a Code RN Chargeback

Most RN disputes trace back to a technical error. A worn cash feeder may jam, causing an under-dispense. A network glitch may post the withdrawal to the account although the machine has rolled back. Software bugs can record a load as complete even when the host declines the top-up. Human error plays a part too. A cashier might input the wrong value during a manual reload. 

Sometimes, the cardholder miscounts notes, forgets bills in the tray, or mixes two recent withdrawals. Finally, friendly fraud exists. Some users raise a claim hoping to pocket extra cash once the bank credits their account. Because ATM and load operations are electronic, issuers can compare device logs with the clearing file. Any gap sparks an RN. For merchants, mapping each cause to proof—machine journal, CCTV, host message, cardholder signed receipt—forms the backbone of a solid rebuttal.

Time Limit for Disputing a Discover Reason Code RN Chargeback

Timelines under the Discover rules are strict. Cardholders normally have 120 days from the transaction date or from when they noticed the shortfall to lodge a complaint with their issuer. Once the issuer forwards the case, the acquiring bank passes it to the merchant. From that point the merchant has only 30 calendar days to answer in the Discover Network Dispute System. Miss that deadline and the reversal will stand, regardless of the evidence you later find. 

Because cash machines create large volumes of small-value transactions, it is easy to overlook a single claim in the daily flow. Setting automated alerts and daily case reviews is the safest way to meet the time limit and avoid automatic write-offs. Remember that providing a prompt credit to the cardholder before the deadline will often stop the case from becoming a formal chargeback in the first place. Quick action saves fees and protects revenue.

What RN Means for Consumers & Issuers

For consumers, RN communicates that the bank believes their loss is genuine and has credited their account while it sorts the facts. The code reassures the cardholder that the dispute is specific to cash or load shortfall, not general fraud. Issuers use RN to track machine performance and to cap exposure on cash services. 

Each RN file contains the withdrawal amount, the amount received (often zero), and a description of the complaint. Issuers compare these data with host reports to spot recurring faults at certain terminals. A high RN count can lead issuers to block cards at a specific ATM, cap cash amounts, or step up PIN security. Because RN is cash-related, issuers treat it as high priority to keep customers happy and retain trust. Clear resolution, whether by merchant proof or refund, is in the interest of both cardholders and issuers.

What RN Means for Merchants

Merchants who run ATMs or sell reloads are on the front line. A single RN chargeback pulls back the withdrawn or loaded amount, adds a network fee, and flags the terminal in dispute reports. Multiple cases can lead acquiring banks to raise collateral demands or limit transaction types. Worse, word spreads fast when a cash machine is seen as “eating money,” harming foot traffic to nearby stores. 

To guard their reputation and protect revenue, merchants must keep thorough records. This includes ATM journals, balancing sheets, CCTV reels, switch messages, and load batch confirmations. Having this data to hand lowers the time and resource cost of each dispute and boosts the chance of winning. Merchants should also watch for patterns such as repeated complaints from the same card range or the same hour of day. These can signal attempted abuse or hardware fatigue. Taking RN seriously is not optional—doing so shields profit and keeps bank partners confident.

How to Respond to a Code RN Chargeback

Act on the notice the day it lands. First, pull the ATM or POS journal. Confirm the amount requested, amount dispensed, and any error codes. Pair that with the host settlement file, which shows the transaction as cleared. Next, retrieve CCTV stills if the device has cameras. For load disputes, print the system record that posts the top-up to the card, including fees. If the cash or load truly matched the request, state this clearly and attach all logs. 

Explain that the cardholder may have miscounted or left bills behind. If the device under-dispensed yet an automatic reversal credited the customer within 48 hours, attach the reversal record and point out that the consumer already has the money. If you already gave a manual refund, add those details. In cases where the chargeback does not fit RN—fraudulent use, duplicate clearing—state that as well. Package the reply within 30 days, keep language plain, and reference the RN code in the header. Doing so maximises the chance that Discover or the issuer will drop the claim.

Proactive Prevention: The Ultimate Defence

Prevention costs less than a single lost dispute. Schedule regular cash-out checks, sensor cleanings, and software patches so machines count notes accurately. Rebalance cassettes daily and reconcile logs against switch data to spot mismatches before customers do. For reloads, use real-time posting wherever possible and send customers a receipt that shows any fees. 

Keep an after-hours hotline visible on the ATM screen or load portal so users can report problems right away. Finally, try out chargeback alerts to receive early notice of RN claims. Early warnings let you research, refund, or correct errors before they become formal chargebacks, saving fees and preserving customer trust.

‍