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Visa 13.9 - Non-Receipt of Cash

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.

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

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​

TypeScenario
ATMCash not dispensed
ATMPartial dispense
Cash-backPOS did not provide cash
Cash advanceCash not received

Time Frames​

ScenarioDispute Window
Standard120 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​

IssueResult
Jam during dispenseCash returns to cassette
Customer didn't take cashATM retracts after timeout
Partial dispenseSome notes jammed
Power failureTransaction 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

Win Rate Expectations​

Defense TypeExpected Win Rate
ATM journal + video80-90%
ATM balanced60-75%
POS receipt + witness50-70%
No evidenceUnder 20%

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.

  • 10.4 - Card Not Present Fraud
  • 11.2 - Declined Authorization
  • 12.5 - Incorrect Amount

Next Steps​

Got this chargeback?

  1. Pull the journal or register tape → Does it show a completed dispense?
  2. Check the end-of-day balance → Does a shortage match the disputed amount?
  3. Pull the video before it ages out → Most systems overwrite inside 30 to 90 days
  4. Respond within 30 days → Representment Workflow

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​

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