Visa · Chargeback reason codes
Visa 13.9 chargeback: Non-Receipt of Cash at an ATM explained
Checked
Visa reason code 13.9, Non-Receipt of Cash at an ATM (Stripe: Non-Receipt of Cash or Load Transaction Value), means the cardholder says an ATM dispensed no cash or only part of the amount. It applies only to ATM operators; merchants cannot respond to it. The bank has 120 days from the processing date to file, and the answer is the ATM's records showing the card, time or sequence number and a successful dispense.
- Category
- Consumer dispute
- Time limit for the bank to file
- 120 days from the transaction processing date
- Time limit to respond
- Your processor's deadline (on Stripe usually 7–21 days); under Visa rules the acquirer files a Dispute Response within 30 days of the dispute processing date
- Typical evidence
- ATM journal showing card, time or sequence number and a success indicator
- Can it be prevented?
- Yes, for operators: maintain machines and keep journals
- Who usually wins
- The operator with clean ATM records
What PlatformDTC does
PlatformDTC stores sell goods and services online and in store; they do not dispense cash, so a 13.9 cannot arise on a PlatformDTC order. For an order that never arrived, see Visa 13.1, where PlatformDTC pushes tracking to the payment and holds a subscription's first renewal until a week after delivery.
What it means
The cardholder withdrew cash at an ATM and says the machine did not pay out, or paid out less.
Why customers file it
ATM faults or jams.
Evidence that wins
Only the ATM operator can answer a 13.9.
- ATM records showing the card used
- The transaction time or sequence number
- An indicator that the dispense succeeded
How to prevent it
- Maintain ATMs and keep complete transaction journals
For developers
On Stripe the dispute object arrives with reason "product_not_received" and the card network's own code in payment_method_details.card.network_reason_code; listen for charge.dispute.created and read evidence_details.due_by for the deadline.
Consumer Dispute (category 13) disputes have a Dispute Response stage: the acquirer answers within 30 days, then the issuer may pre-arbitrate within 30 days of that response.
Frequently asked questions
- Can an online store receive a 13.9?
- No. Visa limits 13.9 to ATM operators; merchants cannot respond to it.
- What is the online equivalent?
- Visa 13.1 Merchandise/Services Not Received.
Sources
Related
- 13.1 — The cardholder says the goods or services never arrived.
- 10.1 — A counterfeit chip card was used in person at a terminal that did not read the chip.
- 10.2 — A lost or stolen PIN chip card was used in person without the PIN being checked.
- 10.3 — The cardholder denies an in-person purchase where the card number was typed in, not read.
- 10.4 — The cardholder says they did not make an online, phone or mail order purchase.
- 10.5 — Visa flagged the transaction under one of its fraud monitoring programs.
- 11.2 — The sale was completed even though the authorization was declined.