13.9 – Non-Receipt of Cash or Load Transaction Value
Why did I receive this dispute?
The cardholder claims not to have received cash or only received a partial amount from an ATM withdrawal. Or, the cardholder did not receive the correct load transaction value.
How long can the issuer wait to file a dispute?
For U.S. domestic transactions, the dispute timeline can be based on one of two start dates. Either the dispute must be processed within 120 calendar days of:
- the transaction processing date, or
- the transaction adjustment date for an ATM cash disbursement or PIN-authenticated debit transaction
For all other transactions, the maximum amount of time that can pass between the transaction processing date and the dispute processing date is 120 calendar days.
What compelling evidence is needed to respond?
- If the ATM did disperse the correct amount of cash, provide your card processor with a copy of the machine’s cash disbursement record containing the account number, data to identify the relevant transaction (time or sequential number), and proof the withdrawal amount was accurate.
- If the ATM did apply the correct load transaction value, provide your card processor with a copy of the machine’s load transaction record containing the account number, data to identify the relevant transaction (time or sequential number), and proof the load transaction value was accurate.
- If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.
- If the cardholder no longer wishes to dispute the transaction, provide documentation that proves the issue has been resolved.
How can I avoid this dispute in the future?
- Reconcile ATMs promptly.
- Adjust out-of-balance ATMs.
- Process a credit as soon as possible if you notice a discrepancy.