Call (844) NO-DISPUTESResponse Template for "ATM Dispute"
Chargeback Response
Dear Issuing Bank,
We are writing in response to the chargeback claim for transaction reference number Transaction Reference Number dated Transaction Date in the amount of Transaction Amount.
This dispute concerns an ATM withdrawal that occurred at ATM Location/Address at Transaction Time. We have thoroughly investigated this claim and respectfully contest this chargeback based on the following evidence:
Transaction Details:
- Cardholder Name: Cardholder Name
- Card Number (Last 4 Digits): Last 4 Digits
- ATM Terminal ID: ATM Terminal ID
- Authorization Code: Authorization Code
Evidence of Valid Transaction:
- The correct PIN was entered on the PIN Entry Attempt
- The transaction was authorized by the issuing bank's system
- Our ATM logs show successful cash dispensing with no errors or malfunctions
- The cardholder's available balance was verified before completing the transaction
Additional Transaction Evidence (Optional)
ATM Security Verification:
- Our ATM security cameras show no signs of tampering or suspicious activity
- No other disputes have been filed for this ATM location on the same date
- Regular maintenance was performed on Last Maintenance Date with no issues reported
Supporting Documentation Attached:
- ATM transaction log
- Authorization response from card network
- ATM journal tape showing successful dispensing
- Camera Footage Status
Additional Documentation Description (Optional)
Based on the evidence provided, we maintain that this was a valid transaction authorized by the legitimate cardholder using their correct PIN. The funds were successfully dispensed as requested. We respectfully request that this chargeback be reversed.
Additional Comments or Circumstances (Optional)
Should you require any additional information or documentation to resolve this dispute, please contact us immediately.
Sincerely,
Your Full Name
Your Title
Company Name
Contact Phone Number
Contact Email Address
ATM disputes cost financial institutions and independent ATM operators over $2 billion each year, and the problem gets worse as more cardholders claim they never received their cash that the transaction records show. You can take care of your machines carefully, keep complete logs on everything and follow all the security protocols you’re supposed to – and still face a chargeback that claims the money never came out. The cardholder swears they walked away empty-handed, and yet your systems show a withdrawal that went through without any problems.
If your win rates start to slip, you might face compliance reviews, and your processing fees might jump up by as much as 2% across the board. Beyond that, the card networks can hit you with penalties if you get a lot of disputes over time. The upside is that a well-documented response that includes PIN verification data and dispensing logs pushes your win rate from the industry average of about 21% up to more than 65% in most cases. What matters though is that if you set up strong dispute practices early on, you make your ATMs far less appealing to serial fraudsters who always look for machines that seem like soft targets.
A structured template for ATM disputes makes sure that you never accidentally leave out important technical evidence that processors look for when they review these cases. ATM disputes are different from retail chargebacks in quite a few ways – they need specific documentation like journal tape records, terminal IDs and maintenance logs that can prove that your machine worked just as it should have. Templates also help you keep your responses consistent in timing and content since ATM disputes tend to have shorter deadlines than standard chargebacks do. A template also helps your team stay on the same page when they take care of the technical details that team members without technical expertise might miss.
This ATM dispute template covers the specific evidence requirements for cash dispensing claims in particular, and it comes with specific fields for PIN attempt tracking along with space for camera footage and electronic dispensing logs – the evidence combinations that can determine the outcome of your case when it comes time to fight back.