4834 – ATM Funds Not Dispensed

PREVIEW

A high-level overview

You received this chargeback because the cardholder claims not to have received cash or only received a partial amount from an ATM withdrawal. Or, the ATM withdrawal debited the account more than once.

If the cardholder received a partial amount, the issuer can only dispute the amount that was not dispensed by the ATM.

If the cardholder didn’t receive any cash at all, the chargeback can be for the full transaction amount and include the ATM access fee (if applicable).

If the account was debited more than once, Mastercard recommends the issuer files two separate chargebacks — but only if the issuer and acquirer are outside the Europe region.

In most regions and situations, this chargeback must be filed between 5 and 120 days of the transaction processing date.

If you — the merchant — have the required data and supporting documents, you can fight an ATM dispute. At most, you will have 45 days to respond.

Here are some tips to help prevent this type of chargeback in the future:

• Reconcile ATMs promptly.
• Adjust out-of-balance ATMs.
• Process a credit as soon as possible if you notice a discrepancy.

NOTE

Because this chargeback impacts a small portion of merchants, we aren’t going to elaborate on what causes this dispute or how to respond. If you are a merchant or acquirer and need additional details about this reason code, we recommend you consult the latest version of the Mastercard chargeback guide. You’ll find a section on ATM chargebacks in chapter 2 (dual message system chargebacks).