Visa Reason Code 90

Reason Code 90: Non-Receipt of Cash or Load Transaction Value at ATM or Load Device

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Description

The Cardholder participated and completed an ATM or Travel Money transaction but did not receive cash or load transaction amount, or received only partial amount.

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Most Common Causes

• Merchant did not issue any refund what was requested from the cardholder.
• Merchant issued only partial amount instead of full amount requested from the cardholder.

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Evidence Required

• Provide the copy of ATM cash transaction or Load transaction record showing cardholder’s account number, transaction date and time.
• If credit was issued to the cardholder, just provide the proof of refund.
• In Europe, provide dispute resolution form and letter from the cardholder, if he is disputing 3 or more such transactions happened within 15 calendar days.
• Provide ATM audit log that shows funds have been provided or dispensed.

Common Examples

1. Linda was in urgent need of cash at a subway station so she decides to go to a nearby ATM and withdraw cash. She requests for a certain amount and completes the process to later find out that she received only a portion of the cash amount requested. She therefore takes the matter to her bank and files a dispute under the Reason Code 90: Non-Receipt of Cash or Load Transaction Value at ATM or Load Device.
2. George was traveling with his family abroad when he realized that he was a little short of foreign currency. So, he decides to go to a nearby money exchange kiosk and makes a transaction. He finds out in the gathered cash amount that the machine withdrew lesser bills than what it should have. Upon complaining to the merchant, he is promised of a full amount, however, he is not being fully refunded. At which, he decides to dispute the charge under the Reason Code 90: Non-Receipt of Cash or Load Transaction Value at ATM or Load Device.

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