Reason code · Visa
Visa reason code 13.9: non-receipt of cash at an ATM
Visa 13.9 means the cardholder used an ATM and didn’t receive the cash, or received only part of it. The bank has 120 days to file, and the dispute is limited to the amount not received.
Key takeaways
- ATMs only. If you don’t operate an ATM, this code isn’t yours.
- Only the missing cash. The dispute is limited to the amount the cardholder didn’t receive.
- The machine’s record is the answer. A successful dispense log is what counts.
What Visa 13.9 means
Visa’s rule: the cardholder took part in an ATM transaction and didn’t receive the cash, or received only part of it. The dispute is limited to the amount not received.
Stripe’s table still lists an older name, “Non-Receipt of Cash or Load Transaction Value.” Visa’s April 2026 rules call it “Non-Receipt of Cash at an ATM.”
What the customer told their bank
“The ATM charged me but didn’t give me the money,” or “It only gave me part of it.” If the cardholder has disputed three or more ATM withdrawals within 30 days, the bank must include a cardholder letter. A partial dispense means a partial dispute: only the missing cash is at stake.
The time limit
The bank has 120 calendar days from the date the transaction was processed.
Your own deadline is much shorter. Visa gives your bank (the acquirer) 30 calendar days from the dispute to respond. Your processor keeps part of that time, so the due date on your notice is the one that counts.
What kind of proof matters
The ATM’s own record showing the cash was dispensed successfully, tied to that card and that transaction. A refund or reversal the bank didn’t account for also counts.
Visa’s rules also make a 13.9 invalid when the cardholder says the withdrawal was fraud, or when the same withdrawal was processed more than once. Those belong under other codes.
One common mistake
Not pulling the machine’s dispense records in time. If you run an ATM in your business, know who holds those logs and how fast they can get them to you. Your response window is short, and the logs are the whole case.
Dispute Daddy reads your notice, lines up the reason the customer gave against your own records, and builds the response. You review it, approve it and submit it. See how the Dispute Daddy Method works.
