# Visa 13.9 - Non-Receipt of Cash
Source: https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-9-non-receipt-cash

Last updated 24 October 2026.

TL;DR

-   The cardholder says they **never got the cash** from an ATM withdrawal, a cash advance, or cash-back at your register.
-   Two audiences here: ATM operators and retailers who hand out cash-back. The evidence differs.
-   Video plus a machine journal or a balanced drawer wins this. Nothing else reliably does.
-   Cardholder filing window: 120 days from the transaction.
-   Most of these are real machine failures, so check your own logs before you assume you're being worked.

## Got this code?

**Your deadline:** The date on your notice wins. Visa's standard response window is 30 days, and your processor can set an earlier one.

**The claim:** The cardholder says the cash never arrived but the account got debited anyway. Covers ATM withdrawals, cash advances, and cash-back at the register.

**Records that answer it:**

1.  The machine journal or register tape: does it show a completed dispense?
2.  The end-of-day balance: does a shortage match the disputed amount?
3.  Video, pulled before it ages out. Most systems overwrite inside 30 to 90 days

**Next:** [Decide whether it's worth fighting](https://paymentsandrisk.com/docs/chargebacks/your-first-chargeback/#should-you-fight-it), then build the response with the [Representment Workflow](https://paymentsandrisk.com/docs/operations/representment-workflow/).

## When This Code Applies

-   ATM never dispensed the cash
-   ATM dispensed a partial amount
-   Cash-back not received at POS
-   Machine error during withdrawal
-   Cash jammed or returned to the ATM

## Conditions for Valid Dispute

### Cardholder Must

1.  Have attempted cash withdrawal
2.  Not received cash (or partial)
3.  Account was debited

### Transaction Types

| Type | Scenario |
| --- | --- |
| ATM | Cash not dispensed |
| ATM | Partial dispense |
| Cash-back | POS did not provide cash |
| Cash advance | Cash not received |

## Time Frames

| Scenario | Dispute Window |
| --- | --- |
| Standard | 120 days from transaction |

## Representment Options

### 1\. Cash Was Dispensed

**Evidence required:**

-   ATM journal showing dispense
-   Cash cassette reconciliation
-   Video footage of transaction
-   No errors logged for transaction

### 2\. ATM Balanced

**Evidence required:**

-   End-of-day ATM balance
-   No shortage matching dispute
-   Cash cassette audit
-   Physical cash count

### 3\. Cash-Back Given

**Evidence required:**

-   POS register tape
-   Staff witness statement
-   Video footage
-   Drawer balanced at end of shift

## For ATM Operators

### Investigation Steps

1.  Pull ATM journal for transaction
2.  Check error logs for that time
3.  Review cassette balancing
4.  Check video footage
5.  Compare to other claims

### Evidence to Preserve

-   Electronic journal
-   Sensor logs
-   Video recording
-   Cash cassette counts
-   Maintenance logs

### Common ATM Issues

| Issue | Result |
| --- | --- |
| Jam during dispense | Cash returns to cassette |
| Customer didn't take cash | ATM retracts after timeout |
| Partial dispense | Some notes jammed |
| Power failure | Transaction incomplete |

## For Retailers (Cash-Back)

### Investigation Steps

1.  Review POS transaction log
2.  Check register tape
3.  Interview cashier
4.  Check drawer balance
5.  Review video if available

### Prevention

1.  **Verify cash count** - Count in front of customer
2.  **Confirmation** - Customer acknowledges receipt
3.  **Drawer balance** - Track cash-back given
4.  **Limits** - Cap cash-back amounts

## Which defenses hold up

| Defense Type | How It Tends to Go |
| --- | --- |
| ATM journal + video | Strongest: records and footage show the cash was dispensed |
| ATM balanced | Supports your case, but doesn't show who received the cash |
| POS receipt + witness | Weaker: supports the cash-back record |
| No evidence | Rarely wins |

Track [your own win rate by reason code](https://paymentsandrisk.com/docs/chargebacks/metrics/) rather than relying on a general figure.

## Common Mistakes

### ATM Operators

1.  **No video retention** - Footage deleted
2.  **Poor journal records** - Incomplete data
3.  **Late investigation** - Evidence lost
4.  **No dispense confirmation** - System gaps

### Retailers

1.  **No camera on register** - Can't prove cash given
2.  **Drawer not tracked** - No cash-back log
3.  **No witness** - One-on-one dispute
4.  **No acknowledgment** - Customer didn't confirm

## Fraud Considerations

Most of these are real machine failures. The rest split three ways:

-   Cardholder error - took the cash, forgot about it
-   Cardholder fraud - got the cash, disputes it anyway
-   Third-party fraud - someone else made the withdrawal

Video is the only evidence that separates the three. Everything else is inference.

## Related Codes

-   [10.4](https://paymentsandrisk.com/docs/reference/reason-codes/visa/10-4-fraud-cnp/) - Card Not Present Fraud
-   [11.2](https://paymentsandrisk.com/docs/reference/reason-codes/visa/11-2-declined-authorization/) - Declined Authorization
-   [12.5](https://paymentsandrisk.com/docs/reference/reason-codes/visa/12-5-incorrect-amount/) - Incorrect Amount

## Next Steps

**Prevent future 13.9 chargebacks:**

1.  Count cash-back into the customer's hand, out loud
2.  Keep a camera pointed at the register and the ATM face
3.  Reconcile cassettes and drawers daily, not weekly
4.  Cap cash-back amounts

* * *

## See Also

-   [Terminal Operations](https://paymentsandrisk.com/docs/operations/terminal-operations/) - POS and device handling
-   [Representment Workflow](https://paymentsandrisk.com/docs/operations/representment-workflow/) - How to file the response
-   [Fraud Prevention](https://paymentsandrisk.com/docs/fraud/prevention/) - Screening and controls
-   [Visa Reason Codes](https://paymentsandrisk.com/docs/reference/reason-codes/visa/) - All Visa codes