Scenario: Back in March customer called an online ticket sales company and purchased concert tickets. Was told the tickets would be at the door the date of the concert. Now July she went to the concert and suprise no tickets. Is this a reg E claim? She did authorized the transaction. However I am not sure if the call was "redirected" to a scam site or not.

Not Reg E, but most likely covered under Visa or MC zero liability provisions.

Not covered under Visa or MC zero liability provisions. Those apply to unauthorized charges. As you note, she authorized the transaction. It certainly fits within the scope of a merchant dispute that could be initiated with your bank under the Visa or MC rules.

thank you!

Should've used a credit card, that's the moral of that story. "E" isn't concerned with satisfaction of the product or service, credit cards are. The bank may have an obligation to assist the customer in recovering funds, but I don't see the bank eating the loss.

If we "assist" a customer with a merchant dispute, do we have to provide provisional credit?