Reason code

This code is used when a cardholder disputes an ATM transaction, claiming that their account was debited, but they did not receive the cash requested. Such disputes can arise from ATM malfunctions, communication errors, or discrepancies between the amount requested and the amount dispensed. ​

To address a chargeback under reason code 4864:

• Review ATM Transaction Logs: Examine the ATM's transaction records to verify whether the cash was dispensed during the disputed transaction.​
  
  
• Audit ATM Balances: Perform a cash reconciliation to identify any discrepancies between the ATM's recorded transactions and the actual cash on hand.​
  
  
• Provide Documentation: If the ATM functioned correctly, submit evidence such as transaction logs, surveillance footage, and maintenance records to demonstrate that the machine was operating properly at the time of the transaction.

• Process Adjustments if Necessary: If an error is identified, promptly process a correction to the cardholder's account and provide documentation of the adjustment.

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To minimize the occurrence of chargebacks under reason code 4864:

• Regular ATM Maintenance: Ensure that ATMs are regularly serviced and maintained to prevent malfunctions that could lead to dispensing errors.​
  

• Implement Robust Monitoring Systems: Utilize monitoring tools to detect and address ATM issues promptly, reducing the likelihood of transaction errors.​

• Promptly Address ATM Errors: Investigate and resolve any reported ATM malfunctions immediately to prevent disputes.​

• Educate Customers: Provide clear instructions on ATM usage and encourage customers to report any issues immediately, facilitating quicker resolution.

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