What Visa reason code 13.9 means
The issuer files 13.9 when the cardholder was charged for cash or for a load, but received only part of it or nothing. At an ATM that usually means a jammed or short dispense. For a load transaction it means money was taken from the card to fund a prepaid card, wallet or account balance, and the balance did not increase. The cardholder does not deny making the transaction. They claim the value did not reach them.
Typical triggers for a 13.9 chargeback
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An ATM that recorded a full dispense but delivered fewer notes or none.
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A wallet or prepaid card top up charged to the card while the balance failed to update.
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A load sent to the wrong account because of a typo in the account ID.
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A load held for review and released later than the cardholder expected.
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A partial dispense after a timeout at the terminal.
Time limits for Visa 13.9
The cardholder typically has 120 days from the transaction date to dispute. Your response window is set by your acquirer or processor and is often much shorter. Treat the due date on the dispute record as the deadline and pull terminal or ledger records early, because those logs can take time to export.
Evidence for a 13.9 dispute
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For ATMs, the terminal journal and balancing records showing a full dispense and no cash overage on settlement.
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For loads, the ledger entry showing the value credited to the cardholder's account, with date, time and account ID.
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Activity after the load, such as purchases, transfers or withdrawals that spent the loaded value.
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Login and device records showing the cardholder accessed the account after the load.
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Any reversal or adjustment already issued, with its reference number.
What to avoid when you respond
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Do not send a screenshot of a balance without the ledger record behind it.
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Do not credit the value again while the dispute is open, or the cardholder may receive it twice.
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Do not ignore partial dispense claims. If settlement shows a cash overage, accept the dispute.
How to prevent Visa 13.9 chargebacks
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Confirm every load by email or push notice the moment the balance updates.
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Show pending status in the account when a load is held for review, with an expected release time.
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Reconcile ATM cash daily so overages are refunded before a dispute arrives.
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Validate account IDs before accepting a load.
How 13.9 appears in Stripe
Most Stripe merchants never receive 13.9. Wallet and top up businesses that charge cards through Stripe may see it, usually under general or product_not_received, and the raw code 13.9 is always in the network reason code field on the dispute. NoChargeback reads that field, labels the case correctly and adds your ledger and usage records to the evidence pack. See Stripe chargeback protection.
Rebuttal letter opening for Visa 13.9
We are responding to the dispute filed under Visa reason code 13.9. The full load value was credited to the cardholder's account within seconds of the transaction, as shown in the attached ledger record. The cardholder logged in afterwards and spent part of the loaded balance on later purchases. The ledger entry, login history and spending records are attached below.
Do online stores receive Visa 13.9 disputes?
Rarely. 13.9 covers ATM cash and load transactions, so it mostly reaches ATM operators, prepaid card programs and businesses that sell wallet or balance top ups.
What is a load transaction in Visa 13.9?
A load moves money from a card into a prepaid card, wallet or stored value account. If the card is charged and the balance does not increase, the cardholder can dispute under 13.9.
What is the strongest evidence for 13.9?
A ledger record showing the value credited to the cardholder's account, plus later activity that used it. For ATMs, terminal journals and settlement records with no cash overage.