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Visa 13.9 - Non-Receipt of Cash

Cardholder claims they did not receive cash from an ATM or cash-back transaction.

Overview​

This dispute applies to ATM withdrawals and cash-back at point-of-sale where the cardholder claims the cash was not dispensed or received.

When This Code Applies​

  • ATM did not dispense cash
  • ATM dispensed partial amount
  • Cash-back not received at POS
  • Machine error during withdrawal
  • Cash jammed or returned to 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​

Some claims are legitimate ATM failures. Others may be:

  • Genuine cardholder error (took cash, forgot)
  • Cardholder fraud (claiming cash not received)
  • Third-party fraud (someone else withdrew)

Video evidence is critical for distinguishing.

  • 10.4 - Fraud
  • 11.2 - Declined Authorization
  • 12.5 - Incorrect Amount

See Also​