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13.9 – Non-Receipt of Cash or Load Transaction Value

Visa Reason Code 13.9: Non-Receipt of Cash or Load Transaction Value

For the sake of simplicity and standardization, card networks like Visa have created a breakdown of the acceptable causes for a customer to file a chargeback. Each of these causes has a designated “reason code,” and banks assign the appropriate code to each case to show the given reason for the chargeback.

That sounds simple enough, but the reality is, the given reason for a chargeback may or may not be the true reason. Plus, each card network has its own set of reason codes—which, while nearly the same in function, nevertheless differ from one another. Keeping track of all these codes, along with the best ways to either fight or prevent each one, is challenging.

With that in mind, let’s take a look at Visa Reason Code 13.9: Non-Receipt of Cash or Load Transaction Value.

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What is Visa Reason Code 13.9?

The situation described by Visa chargeback reason code 13.9 was previously covered by legacy Visa reason code 90. This code was phased out under the Visa Claims Resolution initiative. Both apply only to ATM transactions, but reason code 13.9 is slightly narrower in scope. It applies when a cardholder participated in an ATM cash withdrawal, but claims to have not received part, or all, of the cash amount requested.

This can refer to actual cash, but it can also mean an amount transferred to a rechargeable payment card (the load value). If the total dollar amount requested is not loaded into a cardholder’s account, it could be grounds for a chargeback.

Because merchants aren’t typically responsible for the handling of ATM cash or load values, chargeback reason code 13.9 would only apply under unique circumstances. For example, a consumer might purchase a “top-up” of their prepaid card. If the load amount did not show up on the user’s card, a non-receipt of load transaction value chargeback might occur. Even these situations, however, are rare.

Merchant Errors, Rights, & Limitations

Many chargebacks are the direct result of preventable merchant missteps. Reason code 13.9 chargebacks, however, are almost universally handled by banks or other financial institutions. In the unlikely event that a merchant receives a chargeback with this reason code, it’s important to note the cardholder’s dispute is limited to the amount or value not received.

As mentioned earlier, the given reason for a chargeback may be far different from the actual reason. The cardholder who knowingly tries to file a chargeback under false pretenses commits friendly fraud. But chargebacks under reason code 13.9 chargebacks are all based on electronic transfers: there are no goods or services involved. Any type of fraud would be quickly identified.

Several  types of transactions are ineligible for chargeback under Visa reason code 13.9:

  • Cash-in transactions
  • Cash-out transaction
  • Transactions the cardholder claims are fraudulent
  • Transactions that were processed more than once

In terms of time limits, the issuer faces typical constraints: the dispute must be processed within 120 calendar days of either the transaction processing date, or the transaction adjustment date (for an ATM cash disbursement or PIN-authenticated debit transaction).

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Reason Code 13.9 Chargebacks: Prevention & Response

For financial institutions, this specific type of chargeback is largely preventable:

  • Maintain ATMs; check regularly and adjust or replace any out-of-balance machines.
  • Reconcile any problem with an ATM promptly.
  • Process a credit as soon as possible if a discrepancy is discovered.

Again, these suggestions apply primarily to financial institutions. Merchants will seldom—if ever—receive chargebacks with reason code 13.9.

If evidence exists that refutes a cardholder’s claim, the case should definitely be challenged through Visa’s dispute process. Here are some steps that could make the representment process more successful:

If…

Then…

The correct amount was dispersed (either cash or load value)… …provide evidence that the withdrawal or load value was accurate.
You have already processed a reversal, or issued a credit for the transaction... …provide documentation that demonstrates you attempted to verify cardholder data at point of sale.
The cardholder no longer disputes the transaction… …provide a letter, email, or other documentation from the cardholder that clearly states they no longer dispute the transaction.

Take a Wider View

Invalid chargebacks from Visa Reason Code 13.9 are uncommon. Nevertheless, it’s much more efficient to take a proactive stance when it comes to chargeback management. A truly effective strategy must encompass prevention as well as disputing cases of friendly fraud.

Chargebacks911® can help your business manage all aspects of chargeback reason codes, with proprietary technologies and experience-based expertise. Contact us today for a free ROI analysis to learn how much more you could save.


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