Visa Chargeback Reason Code

Visa Reason Code 13.9: Non-Receipt of Cash at an ATM

Category ATM or Cash DisputesBy Payment Defender Editorial TeamUpdated July 17, 2026Last reviewed July 17, 2026

What Visa Reason Code 13.9 Means

Visa reason code 13.9 applies when a cardholder claims they did not receive the cash, or received less cash than dispensed, from an automated teller machine while their account was charged.

Why This Chargeback Happens

This dispute commonly occurs from ATM malfunctions, partial dispenses, or discrepancies between the amount charged and the amount dispensed.

What the Cardholder or Issuer Is Claiming

The cardholder claims cash was not received, or the amount received was less than the amount charged, at an ATM.

What Merchants Should Review

Review the ATM's dispense records, the transaction journal, cash-balancing records, and any device error logs for the transaction.

Recommended Chargeback Evidence

ATM dispense and journal records
Cash-balancing records for the terminal
Device error or maintenance logs

How to Prevent Similar Disputes

These disputes may be reduced by maintaining ATM equipment, monitoring dispense accuracy, and reconciling cash balances promptly to detect discrepancies.

Important Limitations

This page is educational and reflects common industry usage. Visa ATM and dispute rules change over time. Merchants and ATM operators should confirm current requirements with their acquirer or processor.

Sources and Review Information

Last reviewed July 17, 2026

Chargeback rules, evidence requirements, and response options may vary by card network, region, processor, and dispute circumstances.