What Visa 13.9 means
The cardholder claims the ATM did not dispense the full amount withdrawn.
Common causes
- ATM dispenser jams or miscounts
- Machines out of balance and not reconciled
Evidence that answers it
- ATM cash disbursement record with the payment credential, time or sequence number, and an indicator the disbursement succeeded
- Proof of a credit or reversal
How to prevent it
- Reconcile ATMs promptly and adjust out-of-balance machines
- Process a reversal when a discrepancy is found
Time limits and caveats
Collaboration workflow. Issuer time limit: 120 calendar days from the transaction processing date (shorter domestic limits apply in some countries).
How Verdikx helps with 13.9
Verdikx recognizes 13.9, but ATM disputes are outside what it is built for: Verdikx serves e-commerce and SaaS merchants, not ATM operators. If an online store ever receives 13.9, raise it with your processor as a likely miscoded case.
Frequently asked questions
What does Visa reason code 13.9 mean?
Visa 13.9 means the cardholder took part in an ATM withdrawal but received no cash or only part of it. Older rule versions called it Non-Receipt of Cash or Load Transaction Value. It concerns ATM operators, not online stores. It is defended with the ATM's disbursement record.
Is Visa 13.9 worth fighting?
Our reference rates 13.9 (Non-Receipt of Cash at an ATM) usually one to accept: a response rarely changes the outcome. The evidence that answers it starts with aTM cash disbursement record with the payment credential, time or sequence number, and an indicator the disbursement succeeded. The cardholder's bank decides the outcome.
How long does a cardholder have to file a Visa 13.9 chargeback?
Usually 120 days from the transaction date, under the network's issuer time limits. Your processor gives you far less time to respond, so work from the due date on the case.
Answer your next 13.9 with the right evidence.
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Sources
- Visa Core Rules and Visa Product and Service Rules (18 April 2026), Chapter 11 Dispute Resolution (checked October 5, 2026)
- Visa: Dispute Management Guidelines for Visa Merchants (June 2024) (checked October 5, 2026)
Last reviewed by Verdikx Research.