We received a chargeback for a non-customer cardholder who claims they didn't receive cash at our ATM. We conducted due diligence to include a review of DVR footage, which was inconclusive if cash was received. Reviewed ATM reports for any dispense error that may have occurred, and balanced cash in the machine, no issues found.

In responding to this type of chargeback, what documentation is required? Is this a situation that if we can't prove the cardholder received the cash we take the loss? Thanks in advance.

Documentation requirements are governed by your ATM network rules. For most networks, providing information from the machine's electronic journal that shows there were no dispense errors is sufficient.

Thank you!