Reason code

Visa reason code 13.9 is used when a cardholder claims they did not receive the expected funds from a cash withdrawal or a value load transaction. This includes situations such as ATM withdrawals where no cash was dispensed, prepaid cards that weren’t credited, or wallet top-ups that failed to deliver value.

These disputes commonly result from ATM malfunctions, network errors, or processing glitches. Even if the transaction shows as successful on the merchant’s end, Visa allows the cardholder to dispute it if no funds were actually received.

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If the cash or value was successfully delivered, provide system documentation confirming the transaction was completed:

• Submit ATM logs, terminal records, or processor confirmation of the value load or cash dispense
  
  
• Include timestamps, transaction IDs, and screenshots or audit trails showing the funds were made available
  
  

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Minimize these disputes with real-time monitoring and system validation:

• Regularly reconcile ATM or load transaction records and investigate failed or reversed operations
  
  
• Provide customers with confirmation receipts and support for reporting failed loads or withdrawals
  
  

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