2. If we give the customer provisional credit, file the chargeback but doesn't get the money back from VISA, can we take the money back from the customer?
Provisional credit isn't needed for this dispute since it isn't an unauthorized transaction.
If you're going to attempt any chargeback at all, it would be for Merchandise Not Received. Because this isn't covered by Reg E, you won't have to provide provisional credit nor are you bound by Reg E's timeframe. In this case, if the customer isn't providing all the information, you can go back and request it - Visa will almost certainly require it.
I reject your reality and replace it with my own.