Visa 13.9 - Non-Receipt of Cash or Load Transaction Value: What It Is and How to Respond

Niche code: Visa 13.9 is specific to ATM cash withdrawals and prepaid card load transactions. If you operate a standard e-commerce or retail business, you are unlikely to encounter this code. It applies to ATM operators and prepaid/stored-value card load programmes.

Visa 13.9 applies specifically to ATM cash withdrawals and prepaid or stored-value card load transactions. It's raised when the cardholder's account was debited but they claim they didn't receive the cash from an ATM, or the value wasn't loaded to their prepaid card. This is a niche code primarily relevant to ATM operators and prepaid card programmes.

Your dispense or load log for the specific transaction is your primary evidence. If your logs confirm full dispense or load, you can contest. If they show a partial or failed dispense despite a successful debit, this is a known failure scenario and the cardholder is entitled to a refund.

Common reasons you received this dispute

1ATM ran out of cash mid-dispense but still debited the account - partial or zero dispense with a full debit
2ATM mechanical fault prevented full cash dispensing while the transaction was already authorised
3Prepaid card load processor failed to apply the value after the debit was processed
4ATM network timeout resulted in a debit without a confirmed dispense
5Cardholder removed card too early, interrupting the dispense cycle before the full amount was ejected

Can you win this dispute?

Fight this dispute if...

✓Your ATM or load system logs confirm the full cash amount was dispensed or the full value was loaded
✓Camera footage, dispense log, or network confirmation clearly shows the cash was delivered or value was applied
✓The cardholder's claim is directly contradicted by your system records and cash reconciliation

Accept this chargeback if...

✗Your ATM logs show a partial or failed dispense despite a successful debit - accept immediately
✗Your prepaid load processor confirms the value was not applied after the debit was processed
✗Cash reconciliation shows no excess cash that would correspond to the disputed dispense

Evidence checklist

✅ Required
ATM dispense log or load transaction log for the specific transaction: The detailed per-transaction log showing whether the dispense or load was confirmed, partially completed, or failed - including the timestamp and amounts.
✅ Required
Network response codes showing whether dispense or load was confirmed: The network-level response confirming the transaction outcome at the time of processing.
⭐ Strongly recommended
ATM camera footage (if available): Video footage showing the dispense cycle completing successfully - particularly relevant when the cardholder claims zero or partial receipt but your log shows full dispense.
⭐ Strongly recommended
ATM cash cassette audit for the date in question: The cash reconciliation showing the cassette balance before and after the disputed transaction - excess cash confirms a non-dispense; correct balance supports a completed dispense.
⭐ Strongly recommended
Cash reconciliation showing the disputed cash was dispensed: The end-of-day cash count for the ATM confirming the total dispensed matches the total debited - supporting that the disputed amount was in fact paid out.

How to write your response

Your response must lead with your dispense log for the specific transaction. Reference the transaction timestamp, the amount dispensed, and the network response code. If your cash reconciliation for that date confirms the dispensed amount matches the debited amount, include it as supporting evidence.

For load transactions, reference the load processor's confirmation that the value was applied, with timestamps. A discrepancy between the debit record and the load confirmation record determines liability.

“We respond to chargeback [reference] under Visa 13.9. Exhibit A is the ATM dispense log for transaction [ID] at [terminal ID] on [date/time], showing [amount] was dispensed successfully. Exhibit B is the cash reconciliation for [terminal] on [date], confirming the cassette balance is consistent with a completed dispense. Exhibit C is ATM camera footage showing the dispense cycle completing. We request reversal of this chargeback.”

Key deadlines

Response window: 30 calendar days from the notification date.

Retain ATM dispense logs and load transaction records for a minimum of 18 months to cover the full dispute window.

Camera footage retention varies - ensure your ATM camera footage is retained for at least 90 days, or longer if your dispute rates warrant it.

How to prevent this chargeback

1
Implement real-time ATM monitoring with automatic refund triggers: Cash dispense errors should trigger an automatic reversal before the cardholder even notices. A real-time monitoring system that detects dispense failures and initiates same-day refunds will eliminate the majority of 13.9 disputes before they are filed.
2
For prepaid load networks: implement settlement confirmation before marking a load as complete: The load should only be confirmed to the cardholder's account after the load processor confirms successful value application - not at debit time.
3
Keep detailed ATM dispense logs for a minimum of 18 months: Per-transaction dispense records with timestamps, amounts, network response codes, and cassette status are essential for both responding to disputes and monitoring for mechanical issues.
4
Reconcile ATM cash levels against transaction logs daily: Daily reconciliation catches dispense failures the same day they occur - enabling proactive refunds before disputes are filed, and identifying mechanical issues before they affect multiple cardholders.

Frequently asked questions

What is Visa 13.9?

A dispute raised when an ATM debit was charged to the cardholder's account but they didn't receive the cash, or a prepaid card load transaction debited them but the value wasn't loaded to their prepaid card.

Who receives 13.9 chargebacks?

ATM operators and prepaid card load services - not typical e-commerce merchants. If you received a 13.9 dispute, you are operating ATM infrastructure or a stored-value/prepaid card load network.

What if my ATM ran out of cash mid-dispense?

Accept the chargeback - this is a known ATM failure scenario and the cardholder is entitled to a refund. More importantly, implement automatic refund triggers for dispense failures so you catch these before the customer files a dispute.

How long do I have to respond to a Visa 13.9 chargeback?

30 calendar days from the chargeback notification date. Pull your ATM dispense log or load transaction log for the specific transaction immediately - the log record is your primary evidence.