Non-Receipt of Cash or Load Transaction Value, Condition 13.9

Your card processor has notified you that a cardholder is disputing a transaction that you processed.

The cardholder's bank received a notice from the cardholder that they participated in the transaction, but did not receive cash or load transaction value, or received a partial amount.

The ATM did dispense the correct value of cash.

Provide your card processor with a copy of the ATM cash disbursement transaction or load transaction record containing at least the following:

Account Number
Transaction time or sequential number that identifies the individual transactions
Indicator that confirms the ATM cash disbursement or load transaction value was successful

The cardholder's complaint is valid.

Notify your card processor that you accept the dispute.

You have already processed a credit or reversal for the transaction.

Provide documentation of the credit or reversal; include the amount and the date it was processed.

The cardholder no longer disputes the transaction.

Provide a letter or email from the cardholder that states they no longer dispute the transaction.

How to avoid this dispute in the future

Reconcile ATMs in a timely manner and adjust out of balance machines accordingly.
If you notice a discrepancy, process a credit/reversal.

For more information, please see Dispute Management Guidelines for Visa Merchants.

Acquirer's approach or timelines may be different and you should adhere with your current Acquirer's process. Not all disputes apply to every country/region, please check with your acquirer for further information.