I would like to enquire as to what depth your investigations go to in order to resolve Regulation E disputes.

Do you call merchants and determine the shipping addresses and phone numbers used?

Do you call merchants to cancel orders that were made online to avoid shipment and charges all together?

Do you ask the merchant questions to determine if a family member was involved?

Do you negotiate with merchants concerning their privacy policies when you are seeking confirmation of your information, and not asking specifically for theirs?

I realize that there would be thought to dollar amounts and floor limits for payment without investigation. We are talking about disputes over $150.00 where there is a concern regarding dishonesty.

Surely someone can share a little about their investigation strategy, and depth?

You don't have to be super specific, just curious how much 'investigating' you all do.

I know we have some super star fraud investigators in here... your input would be very helpful.
Thanks in advance.

We rarely call merchants. Efforts for investigation are more fruitful to the cardholder, first, before the merchant. After discussion and investigation with the cardholder- if warranted-we order drafts from the merchant to get the information you are looking at. We use chargeback rights available with the information we have in hand. Then we will get the information from the merchant in either the copy request or in the re-presentment. We have found merchants will rarely work with you on the phone and it's not worth the time and effort. Without the hard facts to support our hypothesis of dishonesty, you don't really have anything to decline the case for, anyway.

Thank you for your contribution and the knowledge in it.

We have run into the same issues. Most of the time I am unable to get merchants to talk to me. I put that responsibility on our members. A lot of the time the merchant won't really work with them either though. Most of the time they just want us to file the dispute through our processor.

I have had some different results than those described here, I usually am able to get merchants to work with me. Cooperation ranges from magazines, weight loss pills, anti aging, and other such junk, on up to multi-thousand dollar purchases where the merchant stops their shipment of the merchandise and releases their preauthorization.

I was wondering if any of you have ever been asked if you were violating your customer/members privacy rights by contacting merchants to get info on charges claimed as fraud?