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What is an ATM Dispute?

Written by G Jason Schnellbacher

Topics: ATMs

An ATM dispute is when a cardholder requests money from your ATM and claims the ATM didn’t dispense the money, even though the amount was still debited from the cardholder’s account and credited to the ATM’s vault cash account.

When this happens the ATM processor will open an investigation and you typically have three days to provide the ATM journal.  Below is an example of how you will be notified.

Example:

Tran Date: 11/07/2011
Tran Time: 14:15:40
Tran Seq No: 180
Switch Seq No: 0
Dispute Amount: $43 Debit
Original Transaction Amount $ 43
Card Number: ************5580

If you own an ATM and receive a dispute request from the processor you only have a short timeframe in which to provide the journal from the ATM showing whether or not it is a valid dispute. If the journal shows an error then the dispute is valid and the processor will credit the money back to the cardholder from the vault cash account.   If this is the case then the ATM would be over by the disputed amount when it is balanced.

If the journal shows a good dispense then the dispute is invalid and no further action is required.

THE AUDIT JOURNAL MUST INCLUDE THE TRANSACTION BEFORE AND AFTER THE ITEM IN DISPUTE TO MEET NETWORK REQUIREMENTS. IF THE PROCESSOR DOES NOT RECEIVE THE JOURNAL IN THE PROPER FORMAT, THEY WILL NOT BE ABLE TO DISPUTE THE CARDHOLDERS CLAIM FOR YOU.

If you own an ATM and have questions about ATM disputes or adjustments or need help operating your ATM to produce the journal to fight a dispute, leave your information below and we will follow up with a proposal to switch your ATM processing so we can help you.

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