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October 29
Documenting an Applicant's Intent to be a Joint Applicant;
David Dickinson

November 4
Issues with Deceased Customers;
Mary Beth Guard and John Burnett

November 5
Vault Burglaries, Floods, Fires & Other Disasters;
Dave McGuinn

November 6
MLO v LO - Who Has to Do What?;
Jack Holzknecht and Mary Beth Guard

November 13
Domestic Violence & Workplace Violence: There Is A Link;
Shelly Collins and Dana Turner

November 18
Understanding USPAP and Regulatory Guidelines for Appraisal and Evaluation Compliance Reviews;
Eric Collinsworth



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#1862494 - 10/17/13 04:53 PM Provisional Credit
havenerl Offline
New Poster

Registered: 09/20/13
Posts: 21
We have a customer who filed a claim back towards the end of September for a charge that she authorized but states that the product/service she received was not what they stated and ended up having to have another company help fix the issue. Provisional credit was provided but the customer still has not returned the form that was sent to her to complete for the claim. Is there any possibility of reversing the provisional credit that was given? I'm thinking not but wanted to check because I could only find reference to providing the provisional credit under the Visa rules.

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Deposits and Payments
#1862514 - 10/17/13 05:32 PM Re: Provisional Credit [Re: havenerl]
BrianC Online
Power Poster

Registered: 11/26/04
Posts: 2895
Loc: Illinois
Defective or not as described merchandise is not covered by Reg E. While you do have an obligation under VISA rules to assist the cardholder, you can require that the cardholder meet all of the conditions as set forth in the VISA rules.

An Issuer must credit its Cardholder's account for the amount in dispute, whether or not a Chargeback was initiated, if the dispute involves an Electronic Commerce Transaction and the conditions are met for any of the following Chargebacks:
Reason Code 30, "Services Not Provided or Merchandise Not Received"
Reason Code 41, "Cancelled Recurring Transaction"
Reason Code 53, "Not as Described or Defective Merchandise"
Reason Code 83, "Fraud-Card-Absent Environment"
Reason Code 85, "Credit Not Processed"

Since the cardholder failed to meet the requirement to put their claim in writing, you are not obligated to investigate or to provide them credit. Reverse the provisional credit until they provide the needed documentation for you to file a chargeback.
_________________________
I can do all things through Him who gives me strength. (Phillipians 4:13)

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#1862527 - 10/17/13 06:01 PM Re: Provisional Credit [Re: havenerl]
havenerl Offline
New Poster

Registered: 09/20/13
Posts: 21
Thank you Brian!

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