Chargeback Reason Code

Discover Chargeback Reason Code RN: Non-receipt of Cash/Load Transaction Receipt

General Information about Reason Codes

In 2016, Mastercard chargeback reason codes were condensed and consolidated, in a restructuring that resembled Visa Claims Resolution. Prior to this, Mastercardā€™s list of reason codes was long, convoluted, and confusing; now there are fewer than ten different reason codes relevant to most merchants. All the old reasons are still there, but theyā€™ve been grouped under more comprehensive ā€œumbrellaā€ codes.

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Discover Chargeback Reason Code RN: Non-receipt of Cash/Load Transaction Receipt

What is Discover Network Chargeback Reason Code RN?

This chargeback reason code applies mostly to ATM withdrawals where the cardholder claims to have received half or none of the cash. Discover Network will also use it for load transactions, which refer to the amount transferred to a rechargeable payment card. The cardholder will likely complain if you donā€™t load the right amount into their account.

You can compare this chargeback reason code to those used when a cardholder claims services or merchandise were unavailable. The only difference is the ATM or rechargeable payment card.

ATM transactions are challenging because you are not physically present to dispense the cash. You must trust your machines to do their jobs and dispense the right amount. Yet, we can face times when we get debited, but the ATM fails to dispense cash.

Situations that lead to chargebacks under this code are rare. Hence, we donā€™t expect you to have this chargeback message often. Pay close attention to the cause if you receive chargebacks under this code.

System error is often regarded as the primary cause of disputed transactions in this category. Notwithstanding, we canā€™t let cardholders off the hook, as some can still make false claims.

Letā€™s see an example where you might have chargebacks under this code. Consider when a cardholder purchases a top-up for their card, but the amount does not reflect on the userā€™s card. Discover Network will process a chargeback under the ā€œnon-receipt of load transactionā€ category.

The reason code explains what went wrong and reveals what is necessary to reverse the chargeback. Discover Network provides its Dispute System (DNDS) to guide merchants in resolving chargeback issues. Use it to monitor your cases and obtain more information before dropping a response.

ATM cases can be tricky to deal with, unlike load transaction values. Nonetheless, there are ways to handle them. You can still dispute the chargeback if youā€™ve processed a refund for the cardholder.

Discover Network may use the reason code NF if the complaint involves ATMs primarily. You can address that with the principles in this guide. The key is proving that your machines did their job perfectly.

Frequent chargebacks with this reason code can quickly escalate to a fraud case. Besides that, your business will lose a much-needed reputation.

Why Did It Happen?

Chargebacks with reason code RN occur when cardholders dispute the amount an ATM dispenses compared to their inputs. They also occur for load transactions where the cardholder disputes the final amount loaded as different from what was ordered. Both cases can involve card-present and card-not-present transactions.

A card-not-present transaction that will cause chargebacks under this code is a card-less ATM withdrawal. Modern ATMs support fingerprint withdrawals. Hence, you donā€™t need your card to be physically inside the machine to dispense cash from the account.

With that in mind, the top reasons for chargebacks under this reason code include the following:

  • The ATM failed to dispense: Automatic reversals often follow ATM withdrawals that fail to show up. Some issuers allow a 48-hour window before taking cardholder queries on a non-refund.

Non-dispersal of cash is enough reason for a cardholder to dispute the transaction. Delaying the reversal (refund) can make them more infuriated and impatient. So, always expect a chargeback once an ATM fails to dispense cash.

  • The ATM dispensed part of the cash withdrawal: Modern ATMs and payment technologies have grown past this mistake. Notwithstanding, expect a cashback dispute if it occurs. Youā€™ll find the specific reason in the chargeback message, or you can request further details.
  • The load transaction value did not correspond to the order: We can draw two scenarios from this reason. The first is when the load transaction value is less than what the cardholder inputted (purchased). If that doesnā€™t hold, it means the load transaction value did not reflect on the rechargeable payment card.

Some cardholders can still make false claims, although that is rare. Get your facts right to know the exact cause. Whether non- or half-dispensing or loading, both situations are salvageable.

The cardholderā€™s dispute is limited to the amount not received. That could be all or half of what was undispensed.

Discover Network will quickly spot friendly fraud since transactions in this chargeback category involve electronic transfers.


How to Fight Discover Network Chargeback Reason Code RN: Non-receipt of Cash/Load Transaction Receipt

Take your time to get compelling evidence, but do that within 30 days. Your response should be in before the 30 days elapse.

Hereā€™s how to dispute chargebacks under reason code RN:

  • If your ATM dispensed the correct amount: Provide records that show the requested amount and what your ATM dispensed. Add the ATM journal to verify the transaction. You can also highlight that the cardholder may have miscounted or left some bills after the withdrawal.
  • If the load transaction value was correct: Submit evidence to show that the value you provided was the same as what the cardholder ordered. Indicate the reason for any discrepancy, like the processing fee.
  • If the chargeback is ineligible for the reason code: Cash-in, cash-out, multiple processing, and fraudulent transactions may not qualify for chargebacks under this reason code.
  • If youā€™ve processed a refund: Submit the transaction record showing the date and time of the credit refund.

You can add details of your ATM repair schedule to buttress your commitment to premium service. That will aid your argument that the machines functioned properly.

How to Prevent Discover Network Chargeback Reason Code RN: Non-receipt of Cash/Load Transaction Receipt

Machine or system error is often at the root of chargebacks under this reason code. Hence, you must address them to avoid the chargebacks. Here are a few things to prevent them:

  • Update your payment software to avoid glitches and bugs that can cause processing errors.
  • Repair and upgrade your ATMs when necessary.
  • Replace out-of-balance machines immediately.
  • Process credit refunds immediately to avoid cardholder disputes.
  • Keep communication lines open to attend to customer complaints.
  • Notify customers of any processing fee for load transactions on rechargeable payment cards.


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