We try to assist customers with getting their money back for issues not covered under reg e, such as non-receipt of goods. We will file the chargeback with our vendor and deny the claim if we do not receive credit back. We do not give pro credit. Our letter to the customer states that 'you have the right to request copies of the documents that we relied on to make decision" Since this is not a reg e claim, I am guessing that we do not need to include this verbiage. Can someone confirm?

You might rethink your process. If you study the Visa or Mastercard rules, I think you will find that, when you complete a charge-back, you are required to provide your customer credit. If the matter is not a Reg E claim, you can charge your customer back if the merchant resubmits. As for the verbiage youi're asking about, you are correct. It's not required because you're not dealing with a Reg E claim.

Related thread on credit when filing chargebacks.

We have a business customer who filed a dispute to which we have no chargeback rights. What is our liability under MasterCards $ 0 liability protection, since this is not a Regulation E claim

Small business debit cards are covered under Mastercard Zero Liability so if the transactions are determined to be fraudulent, you owe the customer the money unless you determine that they did not promptly notify you of the loss or theft or if they failed to exercise reasonable care in safeguarding their card.

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