Bookkeeping received a dispute from a customer who has recurring POS transactions. The reason for the dispute is that he wants the transaction stopped (he did authorize the transaction originally) and can't get ahold of the company.

Branch (with customer) was able to connect with the company. Problem solved, but Bookkeeping wants to know how to handle these types of disputes (or what they call "non-fraudulent" disputes. They are typically below the amount we are charged and not worth investigating.

I do not believe this would fall under the definition of an error, so can they not do anything and tell the customer they have to work with the merchant?

It's not a Reg E error, so you don't have to follow the error resolution procedures in Reg E. You can try to help the customer, but it's not your issue - yet. The customer can issue a stop payment. If it continues, it is your problem because now it's unauthorized.

Thank you David.